Shipping

1. Introduction

1.1. This Shipping Policy explains how AURRA London Ltd (“we”, “our”, “us”) processes, delivers, and manages customer orders.

1.2. By placing an order on our website, you agree to the terms outlined in this policy.

1.3. This policy should be read together with our Terms & Conditions and Returns & Refunds Policy.

 

2. Order Processing

2.1. Orders are normally processed within 1–2 business days (excluding weekends and UK public holidays).

2.2. Orders placed after 1pm on Fridays, or during weekends/public holidays, will be processed on the next business day.

2.3. During peak periods (e.g. launches, holidays, promotions), processing times may be longer.

 

3. Delivery Regions

3.1. We currently deliver to the following regions:

  • United Kingdom
  • Europe
  • United States
  • Canada

3.2. Availability within these regions may vary. The list of eligible countries and shipping options will be shown at checkout.

 

4. Delivery Methods & Timeframes

4.1. We primarily ship orders using Royal Mail and DHL, depending on location and order size.

4.2. Estimated delivery times are:

  • UK Standard: 2–4 working days
  • UK Express: 1–2 working days
  • UK Next Day: Next working day (order by 1pm)
  • Europe: 3–7 working days
  • United States: 3–7 working days
  • Canada: 3–9 working days

4.3. These timeframes are estimates and cannot be guaranteed. Delays may occur due to factors outside our control, including customs clearance, carrier delays, or severe weather.

 

5. Shipping Charges & Free Delivery

5.1. Shipping charges are calculated at checkout and vary by region, delivery method, and order value.

5.2. Free delivery thresholds are available in certain regions and are displayed at checkout.

5.3. If returned items reduce your order total below the free shipping threshold, the original shipping fee may be deducted from your refund.

 

6. Customs, Duties & Taxes (International Orders)

6.1. International orders may be subject to customs duties, import taxes, or handling fees, which are the responsibility of the customer.

6.2. These charges are not included in our prices and vary by country.

6.3. Customs procedures may also cause delivery delays, for which we are not responsible.

 

7. Tracking & Delivery Issues

7.1. Once dispatched, you will receive an email confirmation with tracking details (where available).

7.2. If your order has not arrived within the estimated timeframe, please contact us at hello@aurralondon.com so we can assist.

7.3. We are not liable for packages lost or stolen after they have been marked as delivered by the carrier.

7.4. If the carrier is unable to deliver your package after repeated attempts, or if you fail to collect it from a designated collection point, the parcel may be returned to us. In such cases, additional re-delivery charges may apply.

 

8. Address Accuracy & Safe Delivery

8.1. Customers are responsible for providing complete, accurate and up-to-date shipping details at checkout.

8.2. Customers must ensure that the delivery address provided is safe and secure for receipt of goods. We are not responsible for loss or theft of parcels once delivered to the specified address.

8.3. We cannot be held liable for failed or delayed deliveries caused by incorrect, incomplete, or unsafe address information.

8.4. If a package is returned to us due to an incorrect or incomplete address, or because it could not be safely delivered, we may charge additional shipping fees to resend it.

 

9. Force Majeure / Unforeseen Events

9.1. We are not liable for delays or failure to deliver where this is caused by events outside our reasonable control. This includes but is not limited to natural disasters, extreme weather, strikes, courier network disruptions, pandemics, or border restrictions.

 

10. Risk Transfer

10.1. Ownership and risk in the goods passes to you once the order is delivered to the shipping address you provided.

10.2. We are not responsible for loss or damage after delivery has been confirmed by the carrier.

 

11. Exceptions & Restrictions

11.1. Certain regions or remote areas may have longer delivery times or limited service availability.

11.2. We do not currently ship to PO boxes or military addresses.

11.3. In the unlikely event we cannot deliver to your location, we will notify you and issue a refund.

 

12. Contact Us

12.1. For any questions regarding shipping, please contact us:

Email: hello@aurralondon.com

Telephone: 0330 043 4170

Address: Safetech House, 1 Springfield Road, Hayes, England, UB4 0TH