Refund policy

Aurel — Return Policy
We want you to love The Journey Bag. If something is not right, we will make it right.

Damaged or Defective Items
If your bag arrives damaged or defective, contact us within 30 days of delivery at shop@bagsbyaurel.com with your order number and photos of the issue. No return shipment is required. We will send a replacement at no cost or issue a full refund — your choice

Change of Mind Returns
If you would like to return your bag for any other reason, we accept returns within 7 days of delivery. Items must be unused, in their original condition, and in original packaging. Return shipping costs are the responsibility of the customer.

How to Start a Return
Email us at shop@bagsbyaurel.com with your order number and reason for return. We will respond within 24 hours with your return authorization and complete return instructions.

Refunds
Once your return is received and inspected, your refund will be processed to your original payment method within 5 to 7 business days. Original shipping fees are non-refundable.

Non-Receipt Claims
If your tracking information confirms delivery, we are unable to process refund requests for non-receipt claims. We recommend checking with your local post office or neighbors as packages are sometimes left nearby.

Final Sale
Items purchased during promotional sales are final sale and not eligible for return.

Aurel. Arrive differently.