Refund policy

Refund and Replacement Policy

We offer a 30-day refund or replacement policy for item defects or fulfillment errors, which means you have 30 days after receiving your item to request a solution.

Because our products are dispatched directly from our overseas fulfillment centers and custom printed/manufactured to order, we do not accept physical returns or exchanges for subjective reasons, including but not limited to: "changed my mind," "ordered by mistake," "incorrect size/style selection," or "dislike the product." Please review the product descriptions, specifications, and size charts carefully before purchasing.

Handcrafted & Hand-Painted Nature of Our Products Please note that many of our tableware pieces are individually handcrafted and hand-painted by artisans. Due to the artisanal nature of this process, minor variations in color, texture, shape, and small unique details are natural characteristics of the production and are not considered manufacturing defects or damages. Each piece is unique and reflections of true craftsmanship.

Order Cancellations If you need to cancel or modify your order, please contact us immediately at support@aurassel.com. Cancellations are only accepted before the order enters the production or fulfillment phase. Once your order status is marked as "Fulfilled" or the package has been handed over to our shipping carrier, the order cannot be canceled or altered.

Damages and Issues (Eligible for Refund or Replacement) Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately at support@aurassel.com so that we can evaluate the issue and make it right.

To process your request quickly without the hassle of physical shipping, please include the following in your email:

  • Your order number and proof of purchase.

  • Clear photos of the defective/damaged product.

  • A clear photo of the shipping label attached to the original package.

Once approved, we will issue a 100% free brand new replacement or a full refund to your original payment method, and you do not need to ship the item back to us.

European Union 14-Day Cooling-Off Period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or request a refund within 14 days, for any reason and without a justification. To be eligible, you must provide the proof of purchase and contact us at support@aurassel.com with photo evidence that the product remains unused and in its original condition. Approved EU refunds will be processed within 10 business days.

Refund Processing Time If a refund is approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we approved your request, please contact us at support@aurassel.com.