DELIVERY & RETURNS

Aurora London delivers worldwide. Please note that we are unable to deliver on Sundays or public holidays. For any enquiries please email customercare@aurora-london.com

Tracking

On dispatch of your order, you will be sent a shipping confirmation email with your carrier information and tracking number. Please use this to check the status of your delivery.

Deliveries

We are pleased to be delivering to you as usual, however please note delivery may be slightly disrupted or delayed due to social distancing measures employed at our warehouse. We're working hard to deliver to you as quickly and as safely as possible, and we thank you for your understanding during this time. During sales or busy periods standard delivery may take an additional 2-3 working days.

Holiday Order Deadlines


Last Order Deadlines for pre-Christmas delivery - UK:
• Monogrammed Orders Next Day Delivery – by midday 21st December
• Non-Monogrammed Orders Next Day Delivery – by midday 22nd December
• Monogrammed Orders Standard Delivery – by midday 17th December
• Non-Monogrammed Orders Standard Delivery – by midday 18th December
• Orders will be processed and shipped as normal between Christmas and the New Year


Last Order Deadlines for pre-Christmas delivery – Europe:
• Monogrammed Orders – by midday 14th December
• Non-Monogrammed Orders – by midday 15th December
• Orders will be processed and shipped as normal between Christmas and the New Year


Last Order Deadlines for pre-Christmas delivery – ROW:
• Monogrammed Orders – by midday 9th December
• Non-Monogrammed Orders – by midday 10th December
• Orders will be processed and shipped as normal between Christmas and the New Year


UNITED KINGDOM

Standard Delivery - Complimentary on all orders
Orders will be sent via Royal Mail and will be delivered in 2- 3 working days to any UK address, including the Channel Islands and Isle of Man. Please allow up to five extra working days for monogrammed items. A signature will be required on delivery.

Next Day Delivery - currently unavailable due to COVID - £8.95
Orders will be sent via courier by Royal Mail or DPD and will be delivered the following working day. Please note that orders must be placed before 1pm to ensure next day delivery. Next day delivery is not available for monogrammed items. A signature will be required on delivery.


EUROPE


USA & CANADA

£30.00

Orders will be sent via Royal Mail, DHL and DPD and will be delivered in approximately 7-10 working days. Please allow up to five extra working days for monogrammed items. Please note any customs and duties charges remain the sole responsibility of the recipient.


REST OF THE WORLD

£40.00

Orders will be sent via Royal Mail, DHL and DPD and will be delivered in approximately 7-10 working days. Please allow up to five extra working days for monogrammed items. Please note any customs and duties charges remain the sole responsibility of the recipient.


PRE-ORDERS

All pre-orders will be prioritised and dispatched as soon as the item is available. An estimated dispatch date for pre-order is available on the product page. Please note that all orders including pre-orders will be shipped at the same time (as soon as the pre-order item is available in stock).


SIGNATURE ON DELIVERY

Tracked orders will require a signature on delivery. If nobody is available to sign for your parcel at the specified address, our delivery company will leave a card and telephone number for you to make alternative arrangements. To ensure the safe and undamaged delivery of your order, our delivery company may not be able to leave your order ‘in a safe place’ at the address.
Please note, parcels with a business address will be delivered to the designated delivery place at the chosen business address, not directly to the recipient.


CANCELLING OR MODIFYING AN ORDER

Once an order has been submitted it cannot be further modified or cancelled. Please see our Exchanges and Returns page for more details.
Cancellations are not possible on monogrammed items because of the definitive nature of the customisation.
For security reasons, we cannot change the items in your order or the shipping or billing address. If you notice any mistakes in the information provided, please contact our customer care team.


EXCHANGES & RETURNS

Extended Christmas Returns: Purchases made between 1st-24th December 2020, can be returned for a full refund up to 7th January 2021.
As usual, items must be returned in their original condition. Please check your order as soon as you receive it. If an item is missing or damaged, please email customercare@aurora-london.com with your order confirmation number as soon as possible.
We hope you love your Aurora London order, however in the event you are not entirely satisfied with your purchase we are happy to provide an exchange or refund.
Please note that goods that are monogrammed are non-exchangeable and non-refundable, unless faulty.
All items must be returned within 14 days of delivery. Goods must be returned in perfect condition, with their tags and in their original packaging. You are responsible for your item until we receive it, so we recommend that you use a recorded delivery service to return goods.
Exchanged items will only be dispatched once returned goods have undergone a quality check. Exchanges are subject to product availability at the time of return and delivery costs will apply.
We will endeavour to process your return or exchange as quickly as possible, but please note that this can take up to 7-10 working days. Upon receipt of items and following a quality check, we will action a refund. The original card or PayPal account used for the purchase will be credited with the cost of the goods. PayPal will inform you that the refund has been made. Depending on the credit/debit card used for the transaction, the refund will take between 5-10 days.


HOW TO MAKE AN EXCHANGE OR RETURN

If you wish to exchange or return an item, please follow the steps below:
● Complete the Returns Form enclosed in your shipment
● Return the item securely packaged with tags still attached and in the original packaging
Please send returns to: Aurora London Returns C/O ILG, Unit 25, Hills Road, The Birches Industrial Estate, East Grinstead, RH19 1XZ. UNITED KINGDOM.


INTERNATIONAL RETURNS

Please state on your customs form that the package contains ‘Returned British Goods’. Failure to do so may cause delays and extra customs costs to yourself.


WARRANTY & REPAIRS

All Aurora London products are covered for six months, from the day of delivery, against manufacturing faults.
In the event that a product fails (excluding normal wear and tear) you can return it to us for repair, or in the event that it is unrepairable, a replacement.
If you have an item that requires a repair, please email customercare@aurora-london.com with detailed images of the damaged area and a valid proof of purchase. Our customer care team will then assess the item and advise you on how to proceed.
Please note that we do not cover any of the shipping costs incurred when sending your item to or from our repairs workshop in London.
Please be aware that our turnaround times for product repairs can take up to 6 weeks to complete, but we will endeavour to deliver items back to you as soon as possible.