SHIPPING POLICY

Last updated: 21 February 2026

ORDER PROCESSING

All orders are processed within 1ā€“3 working days (excluding weekends and public holidays).

During peak periods, promotional launches or sale events, processing times may be extended.

You will receive a confirmation email once your order has been dispatched.

UK SHIPPING

We use a range of trusted courier services, including but not limited to Royal Mail and other national carriers. The courier used will depend on parcel size, weight and destination.

Delivery timeframes are estimates only and are not guaranteed.

Shipping costs and available delivery options are displayed at checkout prior to payment.

INTERNATIONAL SHIPPING

We ship to selected international destinations using a range of international courier partners.

International delivery times vary depending on location and customs processing.

Delays caused by customs authorities are outside our control.

FREE SHIPPING

Free shipping promotions may be offered from time to time and are subject to change without notice.

Eligibility for free shipping may depend on:

  • Order value

  • Active promotional offers

  • Application of discount codes

If a discount reduces the order total below the free shipping threshold, shipping charges may apply.

Free shipping cannot be applied retrospectively to completed orders.

SHIPPING COSTS

Shipping costs are calculated at checkout based on:

  • Destination

  • Parcel weight and size

  • Selected delivery service

Shipping fees are non-refundable unless goods are confirmed faulty or incorrectly supplied.

CUSTOMS, DUTIES & IMPORT TAXES

International orders may be subject to import duties, customs charges and local taxes upon arrival in the destination country.

These charges are the responsibility of the customer.

THE AURA CO. is not responsible for:

  • Import VAT

  • Customs duties

  • Clearance fees

  • Customs delays

If a parcel is refused due to unpaid customs charges and returned to us, any refund issued will exclude:

  • Original shipping costs

  • Return shipping fees

  • Any additional charges incurred

DELIVERY RESPONSIBILITY

Customers are responsible for ensuring that the delivery address provided at checkout is accurate and complete.

We are not responsible for delivery delays or failed deliveries caused by incorrect or incomplete address information.

If a parcel is returned due to:

  • Incorrect address

  • Failed delivery attempts

  • Refusal of delivery

Additional postage costs may be required before re-dispatch.

LOST, STOLEN OR DELAYED PARCELS

If your parcel has not arrived within the estimated timeframe, please contact us at guidance@theauraco.uk.

We will open an investigation with the courier.

We cannot issue refunds or replacements until the courier confirms the parcel as officially lost.

Once delivery has been confirmed by the courier to the address provided, THE AURA CO. is not responsible for theft or loss after delivery.

DAMAGED IN TRANSIT

If your order arrives damaged, you must notify us within 48 hours of delivery and provide:

  • Photographs of the outer packaging

  • Photographs of the damaged item

Failure to provide evidence within this timeframe may affect our ability to raise a courier claim.

RISK & OWNERSHIP

Risk in the goods passes to you upon delivery to the address specified in your order.

Ownership of the goods passes only once full payment has been received.

FORCE MAJEURE

We shall not be liable for any delay or failure to perform our delivery obligations where such delay or failure results from events beyond our reasonable control.

Such events may include, but are not limited to:

  • Severe weather conditions

  • Natural disasters

  • Fire or flood

  • War, civil unrest or terrorism

  • Government restrictions

  • Postal strikes or industrial action

  • Supply chain disruption

  • Courier service delays

  • Power or internet outages

Where such an event occurs, we will take reasonable steps to minimise disruption and resume performance as soon as reasonably possible.

Nothing in this policy affects your statutory rights.