Unit 4 Eastside Industrial Estate
If you are not completely satisfied with your products or you want to exchange them, you can return them within 14 days to us unused, in the original packaging, including any tags and labels and in a perfect and saleable condition at your expense (unless otherwise agreed). You will then receive a full refund less the original cost of postage (i.e. full refund for the cost of the item) or an exchange to the same value as the item originally purchased. We regret that we are unable to refund any items after this cooling off period, but in exceptional circumstances we will consider an exchange for other goods of equal value that are in stock. For a return or exchange (where there is no fault on the our part) there will be an additional delivery charge based on delivery address. All goods must be returned and any charges paid before the goods will be sent back out or refunds paid - please note Paypal can take 3-5 working days to process a refund once it leaves our account. If you return an item to us that is faulty; which you did not order; or for any other reason that is our fault, we will obviously refund you as well as reimburse you the cost of the return postage. This includes warranty items. To return a faulty/warranty item, please contact us in advance and if possible provide evidence of fault so we can assess what actions to take; it may be that a replacement part can be supplied. This will enable us both agree what next steps as all warranty items are subject to an inspection. In all circumstances, you will be responsible for the item or items until they reach us. For your own protection, we recommend you use a secure delivery method, such as Interlink Express or Parcel Force or regular mail which requires a signature upon delivery and insures you for the value of the goods. Please clearly mark your name, order number and details of the item you wish to return, plus any particulars of exchange required. If you do not have these details available then pass on as much information as possible.
Our return address is:
Unit 4 Eastside Industrial Estate
Any refund will be returned using the same payment method as we received the money through. If the Paypal account/card/bank account has expired or is declined in the time between purchase & refund, then we will contact to arrange alternative payment. We hope this will not be the case anyway, thanks.
Returning goods on which duty has been paid
Please clearly mark return packages as 'Returned Goods' . Unfortunately, if this is not done & aurellie.com incur any incoming customs charges as a result, these charges will need to be added to your order. If you have paid import duty for goods received & subsequently return the goods to us, it should be possible for you to claim a refund of duties from your local customs authority. To do this, you will need to show them proof of duty paid and proof of re-export (e.g. certificate of posting) when claiming your refund. If you have any queries on duties payable/refundable, please contact your local customs authority.
If items do not arrive
For UK orders: If 3 weeks elapses and your order has not arrived please contact your local sorting office. If they do not have your order please contact us.
For non UK orders:- Depending on your local postal system non UK deliveries can take 1-4 weeks to arrive. If your products have not arrived within 2 weeks then they are probably passing through customs. If they have not arrived after 4 weeks then please contact us and we can help you : firstname.lastname@example.org