SHIPPING & RETURNS

At Aurelvia London, we want you to feel confident and satisfied with your purchase. If you are not completely happy with your order, please review our return and exchange policy below.

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1. Your Right to Cancel

For most online purchases in the United Kingdom, customers have the right to cancel their order within 14 days of receiving the goods, without giving a reason. After notifying us of your cancellation, you will usually have a further 14 days to return the item.

To request a return, please contact us at [customer service email] with your order number and reason for return.

2. Return Conditions

To be eligible for a return, items must be:

• Unused, unopened, and in their original condition;

• Returned in the original packaging;

• Complete with any seals, labels, protective wrapping, and accessories;

• Accompanied by proof of purchase.

For health, hygiene, and safety reasons, we cannot accept returns of beauty, skincare, cosmetic, or wellness products if they have been opened, used, damaged, or if the hygiene seal has been broken, unless the item is faulty. Hygiene-sealed items such as makeup and similar products may be excluded from the standard cooling-off return right once the seal has been broken.

3. Non-Returnable Items

The following items cannot be returned unless faulty:

• Opened or used beauty, skincare, cosmetic, or wellness products;

• Items with broken hygiene seals;

• Gift cards;

• Personalised or customised items;

• Items marked as final sale, where legally permitted.

4. Faulty or Damaged Items

If your item arrives faulty, damaged, or incorrect, please contact us within 48 hours of delivery at [customer service email].

Please include:

• Your order number;

• A description of the issue;

• Clear photos of the product, packaging, and shipping label.

If the item is confirmed to be faulty or incorrect, we will offer a suitable solution, which may include a replacement, exchange, or refund in accordance with applicable consumer rights.

5. Exchanges

We may offer exchanges depending on stock availability.

If you would like to exchange an item, please contact us at [customer service email]. The item must meet our return conditions before an exchange can be approved.

If the requested replacement item is unavailable, we may offer a refund or store credit where appropriate.

6. Return Shipping Costs

Unless the item is faulty, damaged, or incorrect, customers are responsible for the cost of returning items to us.

We recommend using a tracked shipping service, as we cannot be responsible for items lost or damaged during return transit.

7. Refunds

Once your returned item has been received and inspected, we will notify you by email regarding the approval or rejection of your refund.

If approved, your refund will be processed to the original payment method. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Original standard delivery charges may be refunded where required by law. Additional charges for premium or express delivery may not be refundable unless the item is faulty or the service was not provided as agreed.

8. Late or Missing Refunds

If you have not received your refund after the expected processing period, please first check with your bank or payment provider.

If you still have not received your refund, please contact us at [customer service email].

9. How to Start a Return

To start a return, please email us at:

pinheiro.store.vendas@gmail.com

Please include:

• Your full name;

• Order number;

• Product name;

• Reason for return;

• Photos, if the item is faulty, damaged, or incorrect.

Returns must not be sent back without prior approval from our customer service team.