Shipping policy

Who We Are

Aurelora (“we”, “us”, or “our”) operates the website aurelora.co.uk (the “Website”). Our aim is to provide a clear, reliable, and transparent shipping experience, so you know exactly what to expect when you place an order with us.

Company Details

Telephone: [to be provided]

E-mail: support@aurelora.co.uk

Address: Bolwerksepoort 39, 2152EW Nieuw-Vennep, The Netherlands

Customer service hours: Monday to Friday, 09:00 to 17:00

Company name: Nebb Capital

Trade name: Aurelora

Chamber of Commerce (KvK) number: 98039849

VAT number: NL868334959B01

Shipping Costs

Standard shipping is free on all orders, unless expressly stated otherwise during the checkout process.

Shipping Area

We currently ship to addresses within the Netherlands and Belgium. If we expand our delivery area (for example, to other EU countries), we will update this shipping policy and clearly state this on the Website.

Order Processing

Orders are typically processed within 1 to 3 business days (Monday to Friday). Orders placed on business days before 22:00 are generally processed the same business day. Orders placed after 22:00, over the weekend, or on public holidays are processed the next business day.

During busy periods, such as around holidays or promotions, processing may take slightly longer, but we do our best to ship your order as quickly as possible.

Delivery Times

Once your order has shipped, it is in most cases delivered within 5 to 9 business days. The estimated total delivery time (processing plus shipping) is generally between 6 and 12 business days, depending on your location and circumstances at the carrier.

Since your order is shipped by a supplier located outside the EU, these timelines can occasionally vary due to customs processing or carrier handling abroad; as set out in our Terms and Conditions, we handle the import VAT and customs clearance on your behalf, so you should not face any additional charges at delivery.

The delivery times stated are indicative and not a firm guarantee. If delivery differs significantly from what you could reasonably expect, please contact us so we can investigate and resolve this.

Shipping Process

We work with reliable shipping partners. Once your order has shipped, you will receive (where available) a shipping confirmation by e-mail with a tracking code, so you can track your parcel.

Always check that your delivery address is complete and correct. An incorrect or incomplete address may lead to delay or non-delivery. Any additional costs or delay caused by an incorrectly provided address may be charged to the customer.

Damaged or Missing Shipments

Damaged shipment

Upon receipt, please check the outside of the package and its contents. If your order arrives damaged, please contact us preferably within 48 hours of receipt via support@aurelora.co.uk or [to be provided].

Please include your order number and clear photos of:

the package (exterior and shipping label);
the inner packaging;
the damaged product.

We will assess the situation and work with you to find a suitable solution, such as replacement of the product or a (partial) refund.

Missing shipment

If the tracking shows a delivery notification but you have not received anything, or if the parcel has been in transit longer than expected, please contact us as soon as possible. We will then start an investigation with the carrier. In some cases, an investigation or claim procedure must first be completed before we can send a replacement product or issue a refund.

Returns

For detailed information about returning your order, the 30-day return period, and the conditions that apply, please refer to our Return & Refund Policy.

In that policy, we explain, among other things: