Refund policy
At Aurèlin, we want you to shop with confidence. If something is not quite right with your order, eligible items may be returned, exchanged or refunded in accordance with the conditions below.
Returns
You must contact Aurèlin Customer Care within 5 days of receiving your order if you wish to request a return, exchange or refund.
To be eligible for a return or exchange, the item must:
- Be unworn, unwashed, unused and unaltered.
- Be in the same condition in which it was received.
- Have all original tags attached.
- Be returned with its original packaging, where applicable.
- Be free from stains, marks, perfume, odors or other signs of wear or use.
- Be accompanied by your Aurèlin order number or other proof of purchase.
Items that do not meet these conditions may not be accepted.
How to Request a Return or Exchange
Before sending an item back, please contact Aurèlin Customer Care through one of our official channels:
WhatsApp: +92 331 9335743
Email: aurelinstudio@gmail.com
Please provide:
- Your full name
- Order number
- Product name
- Size and/or colour, where applicable
- Quantity
- Reason for the return or exchange
- Clear photographs or videos if the item is damaged, defective or incorrect
Once your request has been reviewed, our team will provide you with the relevant return instructions and return address.
Please do not send an item back before contacting us and receiving return instructions. Items returned without prior approval may not be accepted.
Exchanges
Eligible items may be exchanged subject to stock availability.
If you would like an exchange, please let our Customer Care team know which replacement item, size or colour you require.
If your requested replacement is unavailable, our team will discuss the available alternatives with you.
If the replacement item is priced higher than your original purchase, the price difference must be paid before the replacement is dispatched. If the replacement is lower in price, our Customer Care team will advise you regarding the applicable balance.
Change of Mind, Size, Fit or Preference
Eligible returns or exchanges relating to size, fit, personal preference or change of mind may be requested within 5 days of receiving your order, provided the item meets all return eligibility requirements.
In these circumstances, the customer is responsible for arranging and paying for return shipping.
Original delivery charges and return shipping costs are non-refundable in these cases.
Damaged, Defective or Incorrect Items
Please inspect your order when you receive it.
If an item arrives damaged or defective, or you receive an incorrect item, please contact Aurèlin Customer Care within 5 days of receiving your order.
Please provide clear photographs or videos showing the item and the issue so that our team can review your request.
Once the issue has been reviewed and confirmed, we will arrange an appropriate resolution, which may include an exchange, replacement or refund.
Where an incorrect, damaged or defective item has been supplied by Aurèlin, applicable return shipping costs will be handled by us.
Return Shipping
Unless the return is required because of an incorrect, damaged or defective item supplied by Aurèlin, customers are responsible for arranging and paying for return shipping.
Please securely repack the item in suitable packaging to help prevent damage during transit.
We recommend using a reliable and trackable courier service and retaining your tracking information until your return has been received and processed.
Aurèlin cannot take responsibility for a return parcel that is lost or damaged before it reaches us.
Inspection of Returns
All returned items are inspected after they are received by Aurèlin.
Receiving a returned parcel does not automatically mean that the return, exchange or refund has been approved.
Once the item has been inspected and confirmed to meet the conditions of this policy, the approved return, exchange or refund will be processed accordingly.
Items showing signs of wear, washing, alteration, staining, perfume, damage after delivery or other use, or items returned without their original tags where applicable, may not be accepted.
Refunds
If your return is approved for a refund, the refund will normally be processed within 7 working days after the returned item has been received and inspected.
Depending on your original payment method and the circumstances of your order, we may request the information necessary to process your refund.
For a Bank Transfer, this may include:
- Account holder's name
- Bank name
- Bank account number or IBAN
For Easypaisa or JazzCash, this may include:
- Account holder's name
- Registered mobile number
Please provide financial information only through Aurèlin's official Customer Care channels when requested.
After a refund has been processed by Aurèlin, the time it takes for the funds to appear in your account may vary depending on your bank or payment provider.
Delivery & Return Shipping Charges
Original delivery charges and customer-paid return shipping costs are non-refundable where a return is made because of size, fit, personal preference or change of mind.
Where a return results from an incorrect, damaged or defective item supplied by Aurèlin, applicable return shipping costs will be handled by us.
Sale & Final Sale Items
Unless otherwise stated on the relevant product page, sale or clearance items may be exchanged but are not eligible for a cash refund.
Items specifically marked Final Sale cannot be returned, exchanged or refunded unless the item received is damaged, defective or incorrect.
Non-Returnable Items
Certain products may be identified as non-returnable for hygiene, safety or product-integrity reasons. Any product-specific return restrictions will be clearly stated on the relevant product page where applicable.
Items that have been worn, washed, used, altered, stained, damaged after delivery or otherwise no longer meet our return eligibility requirements cannot be returned or exchanged.
Order Cancellations & Amendments
If you wish to cancel or make a change to your order, please contact Aurèlin Customer Care as soon as possible.
We will do our best to accommodate your request. However, changes or cancellations may not be possible once an order has been processed, packed or dispatched.
Contact Us
For all return, exchange, refund and order-related enquiries, please contact Aurèlin through our official Customer Care channels:
WhatsApp: +92 331 9335743
Email: aurelinstudio@gmail.com
Instagram and Facebook DMs are not monitored for customer support. Messages sent through social media DMs will not be considered formal return, exchange or refund requests.
Please contact us through WhatsApp or email so that your request can be properly recorded and handled by our team.
Aurèlin Customer Care