We hope every Aele Nör piece feels considered from the moment it arrives. However, should you need to return an item, please review the policy below before submitting your request.
RETURN WINDOW
You must notify us that you wish to return an eligible item within 14 calendar days of receiving your order.
To request a return, email info@aelenor.com and include:
- Your full name
- Your order number
- The item or items you wish to return
- a photo of the problem to make the process easier, if not a description.
Once we have received, recorded and approved your return request, we will provide the return address and the next steps. Please do not send an item to any address other than the return address supplied by our customer-care team.
Your return must be sent back within 14 calendar days of notifying us that you wish to return the order.
RETURN CONDITION
Returned items must be:
- Unworn, other than being tried on
- Unwashed and unaltered
- Free from makeup, tanning products, marks, stains, hair and odours
- Returned with all original tags and protective components attached
- Packaged securely to prevent damage during transit
Please take particular care when trying on light-coloured, delicate or closely fitted garments.
Items showing clear signs of wear, use or damage may be returned to the customer.
RETURN POSTAGE
Customers are responsible for arranging and paying for their own return postage where the return is due to a change of mind, fit or personal preference.
Return-postage costs will vary depending on:
- The customer’s location
- The chosen courier
- The dimensions and weight of the parcel
- The selected delivery service
Only send returns using a tracked and insured delivery service and retaining your proof of postage until your refund has been completed.
Aele Nör cannot accept responsibility for returned parcels that are lost, delayed or damaged before reaching the return address provided by us.
International customers are responsible for completing any required customs documentation correctly. Returned parcels should be clearly marked as returned goods.
Any customs duties, taxes or charges incurred because a return has been declared incorrectly may be deducted from the refund where legally permitted.
If you receive an incorrect, damaged or faulty item, please contact info@aelenor.com before sending it back. Where an item is confirmed to be faulty, incorrect or not as described, Aele Nör will cover the reasonable cost of returning it.
RETURN INSPECTION
Returns are normally inspected within 5–7 working days of arriving at the return address provided by us.
Once your return has been received and inspected, we will email you to confirm whether your refund has been approved.
During launches, promotional periods and public holidays, inspections may occasionally take slightly longer. This will not affect any applicable statutory refund deadlines.
REFUNDS
Approved refunds will be issued to the original payment method.
We will process eligible refunds without undue delay and within the applicable legal timeframe.
Your bank or payment provider may require additional time to display the funds in your account after Aele Nör has issued the refund.
Where an entire order is cancelled, we will refund the cost of our least expensive standard delivery service.
Any additional amount paid for express, next-day or upgraded delivery will not be refunded.
Original delivery charges will not normally be refunded where only part of an order is returned.
SALE AND PROMOTIONAL ITEMS
All Sale items are Final. Sale items will not be eligible for refunds. Although unlikely, if there is stock for a different size we can process an exchange (size only). In this case please treat it like a new order, place a new order and return the existing order (Refer to EXCHANGES section) Sale items include items where a sale/holiday sale/promotional discount code has been used.
EXCHANGES
We do not currently offer direct exchanges.
To purchase a different size, colour or style, please place a new order and return the original item separately in accordance with this policy.
The original item will be refunded once it has been received, inspected and approved.
Availability of the replacement item cannot be guaranteed.
PRE-ORDER ITEMS
Pre-order products are reserved before they are ready for dispatch. Estimated dispatch dates will be displayed on the relevant product page and may occasionally change.
Once orders have been placed, items/sizes cannot be amended or cancelled. These items are non refundable as items have been specifically made to order. Should you wish to cancel your order prior to shipping, you are eligible to exchange for a different item(s) only.
FAULTY, DAMAGED OR INCORRECT ITEMS
Every order is inspected before dispatch.
If you believe you have received a faulty, damaged or incorrect item, please email info@aelenor.com as soon as possible and include:
- Your full name
- Your order number
- A description of the issue
- Clear photographs showing the item and the relevant damage, fault or error
Please wait for our return instructions before sending the item back.
Nothing in this policy limits your statutory rights in relation to faulty, misdescribed or unfit goods.
REPEATED OR EXCESSIVE RETURNS
We understand that customers may occasionally order more than one size to determine the best fit.
However, we reserve the right to review accounts displaying an unusual or persistent pattern of purchasing and returning quantities that appear inconsistent with normal personal use.
Where we identify potential misuse of our returns service, we may:
- Contact the customer to discuss their account activity
- Restrict access to optional services
- Decline future orders
