Return Policy

Changes in Style, Size, and Photo

Once your order has been placed, you acknowledge and understand that it is a custom-made product that goes into production immediately, and there is no window for further changes.

Address Changes

If you would like to change the shipping address, please email us with your order number, the current shipping address, and the new address. We can make changes as long as your order has not yet left our facility.

Damaged/Incorrectly Printed Items

If your item arrives damaged or misprinted, we will reprint and resend it at no cost to you. Please contact us with a photo of the item and your order number. We will reprint and ship your item within seven business days. If you're not satisfied with the result, we offer a free reprint. Fill out our contact form including a photo of the item, a description of the issue, and your order number. One of our team members will assist you. Requests must be submitted within 7 days of receiving your order. Damaged or misprinted items can only be replaced within 3 months of the original order date. After this period, Aurellie Melbourne is not responsible for replacements. Please note: The design, size, color, and image you upload will be printed as-is. If incorrect options are selected and sent, Aurellie Melbourne is not responsible for replacing these items.

Product Image Disclaimer

While we strive to photograph and describe our products accurately, we cannot guarantee that every screen displays colors exactly as they appear in production. If you have questions about color, material, or sizing, please contact us before purchasing.

Lost Packages

If your package appears to be lost during shipping, we are happy to replace it and ensure it reaches you. If you prefer a refund instead of a replacement, we ask that you wait 14 days in case the package still arrives. Our customer service team will stay in regular contact with you throughout this time with updates on your order.

Cancellations & Returns

If you wish to cancel your order, you must do so within 3 hours of placing it, as our production time begins within a day. Cancellations made within the 3-hour window will be fully refunded. Since your personalized products are unique and made just for you, a customization fee of €9 per item is included in your purchase. Cancellations made after 3 hours will be refunded minus the €9 customization fee. If you are not satisfied with your products, please email us at info@aurelliemelbourne.com to discuss your concern with our customer service team and find a satisfactory solution.