Shipping policy
Last updated: October 2026
1. Shipping Costs
Aurielle offers free standard shipping on all orders delivered within the United Kingdom. Expedited shipping may be available for an additional fee, with the applicable charge clearly displayed at checkout before payment. We do not add undisclosed shipping fees after an order has been placed.
2. Order Processing
Orders are normally processed within 2–3 business days after payment confirmation, excluding weekends and public holidays. Processing includes order verification, preparation and packaging and is separate from delivery time. You will receive an order confirmation by email and a dispatch notification with tracking information once your order has been shipped. If an item becomes unavailable or an order cannot be fulfilled, we will contact you to arrange a suitable alternative or a refund.
3. Delivery Times
Standard delivery is estimated to take 5–14 business days after dispatch, making the usual combined processing and delivery estimate 7–17 business days. These are estimates rather than guaranteed delivery dates; your checkout confirmation will set out any specifically agreed delivery arrangements. Delivery may occasionally take longer because of peak shopping periods, severe weather, carrier disruption or customs procedures. We will provide reasonable assistance if an order is delayed. Your statutory rights concerning late delivery, including rights under the Consumer Rights Act 2015, remain unaffected.
4. Order Tracking
Tracking is included with every order. Your tracking number and, where available, a link to the carrier's tracking page will be sent to the email address provided at checkout once your parcel has been dispatched. Tracking events may take some time to appear after the carrier receives the parcel. If there has been no tracking update for 7 business days, please email support@auriellelondon.store with your order number so that we can investigate.
5. Fulfilment & Logistics
To support efficient routing and delivery, Aurielle may fulfil orders through facilities in the United States, China and Germany, depending on stock availability and the destination of the parcel. All products are subject to the same quality-control expectations regardless of the facility used. Where practical, we select the most suitable available fulfilment centre to support reliable order handling and delivery. Orders are prepared in protective packaging intended to help prevent damage and interference during transport.
6. Customs, Duties & Import Taxes
Some parcels may be dispatched from outside the United Kingdom and may therefore be subject to customs processing. Any import VAT, customs duties or carrier clearance fees payable in connection with your order must be disclosed before you complete your purchase, where applicable, and handled in accordance with UK law. The amount and method of collection depend on the parcel's value, origin and tax arrangements. If additional charges are required before delivery and were not explained at checkout, please contact support@auriellelondon.store before paying them so that we can investigate and resolve the issue. Nothing in this policy authorises unexpected undisclosed charges.
7. Lost, Delayed or Damaged Deliveries
If your parcel is missing, significantly delayed or arrives damaged, contact support@auriellelondon.store as soon as possible with your order number and a description of the problem. Photographs of damaged packaging or products are helpful where available. We will investigate with the delivery provider and, when goods have been lost, damaged in transit or cannot be delivered as required, offer an appropriate replacement at no additional cost or a refund, according to your applicable legal rights and preference where those options are available. We remain responsible for the goods until they are delivered into your possession, or to a person you have identified to receive them, subject to applicable law.
8. Incorrect Shipping Information
Please check your delivery address and contact details carefully when placing an order. If you notice a mistake, email support@auriellelondon.store immediately. We will try to correct the details before dispatch but cannot guarantee changes after an order enters processing or is handed to the carrier. Parcels already in transit may not be eligible for redirection. If an order is returned because of an incorrect address supplied at checkout, please contact us so we can arrange redelivery to the corrected address without an additional standard shipping charge, where redelivery is possible. This does not affect your statutory rights where an error is attributable to Aurielle or the carrier.
9. Order Changes and Cancellations
Because orders move promptly through fulfilment, we ask customers who wish to change or cancel an order to contact us within 2 hours of purchase and before dispatch. We will try to accommodate these requests where possible. Once an order has been dispatched, it generally cannot be stopped or amended in transit. This operational cancellation window does not limit any statutory right to cancel a distance-selling contract or to seek a refund or other remedy. For further details, please refer to our Return & Refund Policy.
10. Contact Us
If you have any questions about shipping, delivery or tracking, please contact Aurielle at support@auriellelondon.store or visit auriellelondon.store. Include your order number and the email address used at checkout so we can assist you promptly. Our customer service team aims to respond within 24 hours on business days, Monday to Friday.