Refund policy
At Aureli Flowers, every piece is thoughtfully handmade and carefully packed before it leaves us. We want you to be happy with your order, and if something isn’t right, we’re here to help.
Returns
If you would like to request a return, please contact us within 14 days of delivery.
To be eligible for a return, the item must:
- Be unused and in its original condition
- Include the original packaging, tags, and accessories
- Show no signs of damage, alteration, washing, or improper handling
Please contact us before sending anything back. Returns sent without prior approval may not be accepted.
Handmade Products
Because every Aureli Flowers product is handmade, small differences in stitching, flower shape, placement, dimensions, and color may naturally occur.
These slight variations are part of the handmade character of each piece and are not considered defects.
Colors may also appear slightly different depending on lighting, photography, and screen settings.
Personalized & Custom Orders
Customized, personalized, made-to-order, or specially requested products are generally not eligible for return or exchange unless they arrive damaged, defective, or incorrect.
This includes products customized by:
- Color
- Flower selection
- Size
- Design
- Personal message or personalization
- Other customer-requested modifications
Damaged, Defective, or Incorrect Orders
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible and preferably within 48 hours of delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the outer packaging and shipping label where relevant
Once reviewed, we may offer an appropriate solution such as a replacement, partial refund, full refund, or another suitable resolution depending on the circumstances.
Return Shipping
Unless the product is damaged, defective, or incorrect due to an error by Aureli Flowers, customers are responsible for the cost of returning the item.
Original shipping charges are generally non-refundable.
We recommend using a tracked shipping service for returns. Aureli Flowers cannot be responsible for returned parcels that are lost before reaching us.
Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow additional time for your bank, card provider, or payment processor to process and display the refund.
Exchanges
If you would like a different product, color, or design, please contact us.
Where possible, we will be happy to assist. Availability may vary because our products are handmade.
Customers may be responsible for any price difference and additional shipping charges.
Order Cancellations
If you need to cancel or modify an order, please contact us as soon as possible after placing it.
We will do our best to accommodate your request.
However, once preparation, customization, or fulfillment has started, cancellation may no longer be possible.
Non-Returnable Items
Unless required by applicable law, we cannot normally accept returns for:
- Personalized or customized products
- Made-to-order products that have already entered production
- Gift cards
- Items damaged through misuse or improper care
- Items returned in a used or altered condition
Refused or Unclaimed Packages
Orders returned because they were refused, unclaimed, or could not be delivered due to incorrect customer information may have shipping and return costs deducted from any eligible refund.
Consumer Rights
Nothing in this policy is intended to limit any rights you may have under applicable consumer protection laws.
Need Help?
If you have a concern with your order, please contact us through our Contact Us page and include your order number.
We’ll do our best to make things right.
Aureli Flowers
Handmade flowers, created to be gifted, kept and remembered.