Return & Refund Policy
Last updated: 03/08/2026
We want you to love your Aurorely piece. Because every item is personalized and made to order specifically for you, our return policy differs from that of a typical retailer. Please read it carefully before ordering.
Personalized Items Are Final Sale
Every Aurorely product is custom-engraved with the name, date, or text you provide. These items cannot be restocked or resold. For this reason:
Personalized items are not eligible for return, exchange, or refund for change of mind, buyer's remorse, or errors in the personalization details you submitted.
This includes, but is not limited to:
- Misspelled names or incorrect dates entered at checkout
- Choosing the wrong size, wood finish, or design option
- The item not matching your expectations of size, color, or wood grain
- Ordering the item as a gift and the recipient not wanting it
Please proofread your personalization carefully before completing checkout. We engrave exactly what you type, character for character, including capitalization and spacing. We do not correct spelling or grammar.
Because wood is a natural material, slight variation in grain, tone, and knot pattern is expected and is not considered a defect.
When We Will Make It Right
We stand fully behind our workmanship. We will replace your item free of charge, or issue a full refund, in these cases:
- Item arrived damaged or broken — contact us within 7 days of delivery with photos of the item and the outer packaging
- Manufacturing defect (cracked wood, engraving error on our end, finish flaw) — contact us within 14 days of delivery with photos
- We engraved something different from your order — contact us within 14 days of delivery with photos
- You received the wrong product — contact us within 14 days of delivery with photos
- Your order never arrived — see our Shipping Policy
In these cases you do not need to return the original item unless we specifically ask you to.
Non-Personalized Items
If you purchase a non-personalized item from our catalog, you may return it within 30 days of delivery provided it is unused and in its original packaging.
- Return shipping is paid by the customer unless the item was defective or incorrect.
- A refund will be issued to your original payment method within 5–10 business days of us receiving the item.
- Original shipping charges are non-refundable.
Please email support@aurorely.com to request a return authorization before shipping anything back. Returns sent without authorization cannot be processed.
Order Cancellation
You may cancel your order for a full refund within 12 hours of placing it, provided production has not yet begun.
Once your item enters production it cannot be cancelled — engraving is permanent and the piece cannot be reused.
To cancel, email support@aurorely.com with your order number and the word CANCEL in the subject line.
How to Start a Claim
Email support@aurorely.com with:
- Your order number
- A clear description of the problem
- Photos of the item as received, and of the outer shipping box if it was damaged
We respond within 24 hours on business days. Most claims are resolved within 2 business days.
Refund Processing
Approved refunds are issued to your original payment method. Please allow 5–10 business days for the funds to appear in your account — the exact timing depends on your bank or card issuer.
If more than 10 business days have passed since we confirmed your refund and you still have not received it, please contact your bank first, then email us.
Gift Orders
If you received an Aurorely item as a gift and it arrived damaged or defective, contact us with the order number from the packing slip. We will arrange a replacement shipped directly to you.
Chargebacks
If you have a problem with your order, please contact us first. We resolve the overwhelming majority of issues within 48 hours. Filing a chargeback before contacting us significantly delays resolution and may result in your account being restricted from future purchases.
Contact Us
AURORELY LLC
1200 Lake Saint Louis Blvd, Lake Saint Louis, MO 63367, United States
Email: support@aurorely.com
Response time: within 24 hours, Monday through Friday