Refund policy

30-Day Returns & Exchanges

You have 30 days from delivery to decide. Returns and exchanges are complimentary — we cover return shipping both ways.

To be eligible, the bag must be unused, undamaged, and returned in its original packaging with its dust bag and numbered card. To start a return, email care@maisonaurelle.com with your order number; we will send a prepaid return label. Refunds are issued to the original payment method within 10 business days of the return arriving at our atelier.

Monogrammed Items

Monogrammed bags are made to order and are final sale. They cannot be returned or exchanged except where faulty. Nothing in this policy limits your statutory rights under the consumer law of your country of residence.

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, contact us within 14 days of delivery and we will make it right at no cost to you.

Lifetime Repair

Every Madrid carries a lifetime repair guarantee for defects in materials and workmanship, honored by the workshop that made it. Email us to begin a repair.

Maison Aurelle · Ubrique, Spain · care@maisonaurelle.com