Exchanges & Returns

Changed your mind?

For purchases made through our website, you may request a return within 7 calendar days of receiving your order, as provided by the Brazilian Consumer Protection Code.

Within those 7 days, we follow the rules set by law for returns and refunds, including return shipping.

Made-to-order pieces

Some things at Maison Aurora exist before you buy them. Others come to exist because you did.

Personalised, made-to-measure or specially produced pieces based on a customer's specific choices are not covered by our voluntary exchange and return policy.

Of course: if there is a defect, an error in the order or anything out of the ordinary, that is a different story. Write to us and we will sort it out.

Ready-to-ship pieces

For ready-to-ship pieces, we offer exchanges within 7 business days of receipt.

The piece must be unused, unwashed, free of stains, odours, damage or signs of having lived a whole life in your home before deciding to come back to ours, and must be sent in its original packaging.

For exchanges that are not part of the legal right of withdrawal, return and reshipping costs are the customer's responsibility.

Unfortunately we are still very small. We are working on world domination, but for now we cannot cover these costs.

What about the candles?

We accept candles back within 15 days of receipt, as long as they are unused and have never been lit.

In the first 7 days, we follow the right-of-withdrawal rules set by law. After that period and up to the 15th day, return shipping is the customer's responsibility.

We believe candles were made to be lit.

If you bought a Maison Aurora candle, set it on the table, found it far too pretty and decided you will never, ever, under any circumstances light it… we not only accept the return, we want that candle back.

We would like to find it a home where someone will actually fulfil its destiny and set it on fire.

Responsibly, obviously.

Candles that have been lit or used cannot be returned. After all, at that point, the relationship between you has already begun.

Arrived broken, wrong or faulty?

If anything arrives damaged, faulty or different from what you ordered, write to us as soon as you notice.

Send your order number and a few photos of the product and the packaging to contato@maisonaurora.com.br and we will sort it out.

When the problem lies with the product or the shipping, the costs of exchange, replacement or return are on us.

A small note on things made by human hands

Maison Aurora pieces are made or finished by hand.

This means there may be small differences in colour, texture, shape, finish, glaze or other details from one piece to another.

It is not a bug. It is one of the things that make us love them.

Small natural variations of the handmade process are not considered defects.

How to reach us

Before putting anything in the mail, write to contato@maisonaurora.com.br with:

• your order number;
• the product you wish to exchange or return;
• the reason;
• and photos, if there is any problem with the piece.

We will reply with instructions for the return.

Please do not send a mysterious box to our address without letting us know.

We like surprises, but not that kind.

Refunds

When a refund is due, it will be made through the same payment method used for the purchase, whenever possible.

Once we process the refund, the time it takes for the money to actually show up may vary depending on your bank, card or payment method.

Unfortunately we have no powers over the banking system yet.

We are working on it.