Frequently Asked Questions
FAQ — Maison Aurel
We’ve gathered the most common questions from our customers to make your experience as smooth as possible.
If you can’t find what you’re looking for, don’t hesitate to contact us at support@maison-aurel.com — we’re always happy to help.
👜 Orders & Shipping
When will my order be shipped?
All orders are processed within 1–2 business days after payment confirmation. You’ll receive a tracking link as soon as your parcel leaves our warehouse.
How long will delivery take?
Delivery usually takes 6–12 business days, depending on your country. Please check our Shipping Policy for region-specific details.
Can I change my address after ordering?
If your order hasn’t shipped yet, please email us immediately at support@maison-aurel.com with your correct address. Once dispatched, changes can no longer be made.
Do you ship internationally?
Yes — Maison Aurel ships worldwide. Delivery times may vary depending on customs procedures.
💸 Returns & Refunds
What is your return policy?
We offer a 30-day return window from the day you receive your order. Items must be unused, in original condition and packaging.
More details can be found in our Refund Policy.
How do I start a return?
Simply email support@maison-aurel.com with your order number and reason for return. We’ll guide you through the process.
When will I receive my refund?
Once your return is approved and received, refunds are processed within 5–10 business days back to your original payment method.
💳 Payments & Security
Which payment methods do you accept?
We accept all major payment options, including:
Credit/Debit Cards (Visa, Mastercard, Amex) • PayPal • Klarna • Apple Pay • Shop Pay.
Is my payment information secure?
Yes — all transactions are processed through Shopify’s secure, encrypted payment system. We never store your credit-card details.
🎁 Products & Materials
What materials are Maison Aurel bags made from?
Our pieces are crafted from premium, durable materials chosen for their quality, softness, and longevity.
How should I care for my bag?
Use a soft, damp cloth to gently clean the surface and store your bag in a cool, dry place. For more details, see our Care Instructions.
📦 Tracking & Support
Where can I track my order?
Once shipped, you’ll receive a tracking link via email. You can also visit our Track Your Order page.
Need more help?
We’re always here for you — just send us a message at support@maison-aurel.com and we’ll respond as soon as possible.