Shipping and returns.

In-stock, non-monogrammed orders ship within 48 hours of purchase. Monogrammed bags are hot-foiled by hand and need extra finishing time before dispatch. You receive tracking by email the moment your order ships.

Shipping is complimentary on every order, tracked and insured. For the United States, the United Kingdom and the European Union, duties and import taxes are included at checkout: nothing to settle on delivery. Delivery times vary by destination and carrier and are estimates, not guarantees.

If a delivery arrives damaged or does not arrive, tell us within 14 days at care@themaisonaurelle.com so we can make it right.

You have 30 days from delivery to decide. Returns and exchanges are complimentary; we cover return shipping both ways. To be eligible, the bag must be unused and undamaged, and returned in its original packaging with its dust bag and numbered card.

To start a return or exchange, email care@themaisonaurelle.com with your order number. We send a prepaid return label. Refunds go back to the original payment method within 10 business days of the return reaching us. Exchanges for another size or colour ship as soon as the return is on its way.

Monogrammed bags are made to order and are final sale. They cannot be returned or exchanged except where faulty. Nothing in this policy limits your statutory rights.

Shop Pay (including four interest-free instalments), Klarna, Apple Pay, PayPal, and Visa, Mastercard and American Express. Payments are processed by Shopify; we never see your card number.

Every Madrid carries a lifetime repair guarantee, honoured by the workshop in Ubrique that made it. How it works is on the care and repair page.