Return policy

At Aurelia & Rose Charleston, we do our best to keep our customers satisfied. However, we understand that you may wish to return an item. Please read our return policy carefully before placing an order. If you have any questions, please contact us first at Info@Aureliarosecharleston.com.

1. How We Operate

Aurelia & Rose Charleston operates using a direct-from-supplier fulfillment model. To reduce waste and avoid unnecessary overproduction, we do not hold large amounts of inventory ourselves. Items may be shipped directly from our supplier or fulfillment partner.

This means that approved returns may need to be sent to the return address provided by our supplier, which may be located outside the United States, including China.

2. Return Window and Return Request

You may request a return within 14 days after receiving your item.

To start a return request, please contact us at Info@Aureliarosecharleston.com.

A return can only be requested after the item has been physically received.

Please include your order number and a valid reason for the return.

After approval, we will provide the correct return instructions and return address.

3. Return Conditions

A valid reason for the return is always required.

Items must be unused, unworn, unwashed, undamaged, and in their original condition, with all tags and labels still attached.

You may try the item on, but it must not show any signs of wear.

Sale items cannot be returned without a valid reason.

Ordering multiple sizes with the intention of returning part of the order is not permitted.

For hygiene reasons, certain items cannot be returned, including underwear, swimwear, jewelry, and similar personal items, unless unopened, unused, and in original packaging.

4. Return Costs and Process

Return shipping costs are the responsibility of the customer, including any international shipping fees, customs fees, or handling costs.

Approved returns may need to be shipped to our supplier’s return address, which may be located in China or another international location.

The customer is responsible for arranging, paying for, and tracking the return shipment.

We strongly recommend using a tracked shipping method. Without valid tracking information or proof of shipment, we cannot process the return.

5. Customer-Friendly Alternative Solutions

Because international returns can be expensive and time-consuming, we are happy to discuss an alternative solution with you first.

Depending on the situation, this may include a partial refund, store credit, replacement, or discount on a future order.

Any alternative solution must be agreed upon by email before the item is returned.

Please always contact us first at Info@Aureliarosecharleston.com before sending anything back.

6. Defective, Incorrect, or Damaged Items

If there is an issue with your order, such as receiving the wrong item, wrong size, damaged item, or a product quality issue, please contact us within 14 days of receiving your order.

You must include clear photos and a description of the issue.

Without photos and a clear explanation, we may not be able to process your claim, return, replacement, or refund request.

Once we receive the required information, we will review the issue and work with you to find an appropriate solution.

7. Refunds

Refunds can only be issued after the returned item has been received and approved at the return address provided.

Once the return is inspected and approved, we will issue the refund to the original payment method within 14 days.

Original shipping costs, if any, are non-refundable.

8. Cancellations

Orders cannot be cancelled once they have been placed and processing has started.

A refund or chargeback should not be opened before the item has been delivered and received.

If you have a question or issue with your order, please contact us first at Info@Aureliarosecharleston.com so we can assist you properly.

9. Liability

Aurelia & Rose Charleston is not responsible for lost packages when tracking shows that the order was delivered to the address provided by the customer.

The customer is responsible for providing the correct shipping address.

If you entered an incorrect address, you must contact us within 24 hours of placing your order at Info@Aureliarosecharleston.com.

Once an order has been processed or shipped, we may no longer be able to change the address.