FAQ

Below you'll find answers to the questions we're asked most often. Can't find what you're looking for? Contact us at support@aurelora.co.uk.

Delivery

Where do you ship from and to?

We're a Netherlands-registered company. Orders are produced and shipped directly by our supplier in China to your address in the United Kingdom. We currently ship to UK addresses only.

How long does delivery take?

Orders are processed within 3 to 5 business days. Once shipped, delivery usually takes a further 5 to 8 business days, so the estimated total delivery time from order to doorstep is 8 to 13 business days. These timelines are indicative, not a guarantee.

How much does shipping cost?

Standard shipping is free on all orders, unless expressly stated otherwise at checkout.

Will I have to pay any extra fees on delivery?

No. The price you pay at checkout is the full and final price, including any import charges. If a courier does ask you to pay an import-related cost, contact us with proof of payment and we will reimburse it in full.

Can I track my order?

Yes. Once your order ships, you'll receive a shipping confirmation e-mail with a tracking code where available. See our Track Your Order page for details.

My order arrived damaged, or hasn't arrived at all — what now?

Contact us within 48 hours at support@aurelora.co.uk with your order number and, if applicable, photos of the damage. We'll arrange a replacement or a refund.

Returns

What is your return policy?

You can request a return within 30 days of receiving your order. Items must be unused, in their original condition, with all tags attached. Personalised or engraved items generally can't be returned unless faulty or incorrectly delivered.

How do I start a return?

E-mail support@aurelora.co.uk with your name, order number, and the item(s) you'd like to return. We'll send you return instructions. Please don't send returns to our Netherlands address — it's an administrative address only.

How long until I get my refund?

We inspect returns within 7 business days of receiving them, and approved refunds are processed within 10 business days after approval, back to your original payment method.

Who pays for return shipping?

Return shipping is your responsibility, unless the return is due to an error on our part or a defective/damaged item — in that case, we cover it.

For the full details, see our Return & Refund Policy and Shipping Policy.

Payment

What payment methods do you accept?

We accept Shop Pay, Apple Pay, Google Pay, and major debit and credit cards, all processed securely through Shopify's checkout. See our Payment Methods page for details.