Frequently
Asked Questions
We're here to help. Find answers to our most commonly asked questions below.
How Can We Help?
Whether you're shopping for the perfect fit, tracking an order, or learning about our policies, you'll find the answers here.
ORDERS & PAYMENTS
What payment methods do you accept?
We accept major debit, credit cards, Visa, Mastercard, American Express, PayPal, Shop Pay, Apple Pay, and Google Pay.
Can I cancel or modify my order?
If your order has not yet been processed, please contact us as soon as possible. Once an order has been shipped, we may be unable to make changes.
SHIPPING
How long does shipping take?
Canada: 2–7 business days
United States: 4–10 business days
Processing time is typically 1–2 business days.
Do you offer free shipping?
We offer free shipping on orders over $200.
Will I receive tracking information?
Yes. Once your order ships, you will receive a tracking number via email.
RETURNS & EXCHANGES
What is your return policy?
Eligible items may be returned within our return window for a refund or store credit. Items must be unworn, unwashed, and returned with original tags attached. For more details, please check through our refund policy page.
Are sale items eligible for return?
Sale items under 30% off qualify for store credit or exchanges within 14 days, no refunds. Items 30%+ off are final sale. In-store returns allow refunds within 10 days, exchanges or credit within 21 days.
SIZING & FIT
How do I choose the correct size?
Please refer to our Size Guide for detailed measurements and fit recommendations. Feel free to contact us if you need any additional help.
What if I'm between sizes?
For a more relaxed fit, we generally recommend sizing up.
Can I get personalized sizing advice?
Absolutely. Contact us via live chat or email with your measurements and we'll be happy to assist.
PRODUCTS & CARE
How should I care for my garments?
Care instructions are listed on each product page and garment label. Following these instructions will help maintain the quality and longevity of your pieces.
Will sold-out items be restocked?
Some styles may be restocked, while others are produced in limited quantities and designed for seasonal. Contact us about a specific item for the latest information.
AURELIE AULEN
Where is Aurelie Aulen based?
Aurelie Aulen is based in Toronto, Canada. Our showroom is located at 70 Gibson Dr Unit 2, Markham, ON, L3R 4C2.
What makes Aurelie Aulen different?
We believe luxury should be defined by quality, not logos. Our collections focus on premium fabrics, timeless design, and accessible luxury for modern women.
Still need help?
Our customer care team is here to assist.
Email:
aurelie.aulen@gmail.com
Live Chat:
Available Wednesday - Monday
12:00 PM – 8:00 PM ET
Tuesday Closed