Shipping Policy

Shipping Policy

Effective date: July 18, 2025
Territory: United Kingdom only (we do not ship to Ireland or other international destinations)

1. Overview

Aurilaya offers FREE standard delivery on all orders shipped within the United Kingdom. Orders are dispatched on business days (Monday–Friday, excluding UK public holidays). Once your order has been shipped, the estimated delivery timeframe is 3–5 working days. Delivery windows are estimates and begin from the moment the parcel leaves our warehouse, not from the time of order placement.

We currently do not offer next-day delivery. We also do not ship to Ireland or to destinations outside the UK.

2. Delivery Timeframes & Tracking

2.1 Standard Delivery (Free)

  • Cost: £0.00 (free on all UK orders)

  • Estimated transit time: 3–5 working days from dispatch

2.2 Processing & Dispatch

  • Orders are prepared and dispatched Monday–Friday only.

  • We do not dispatch on weekends or UK public holidays.

  • You will receive a shipping confirmation email when your order departs our warehouse.

2.3 Carriers & Tracking

  • We ship with reputable UK carriers. Tracking information (where available) will be shared in your dispatch email.

  • Delivery times may vary due to carrier capacity, weather, or other circumstances beyond our control.

3. Shipping & Delivery Terms

3.1 Accuracy of Shipping Information
You are responsible for providing complete and accurate shipping details, including recipient name, full address (with correct postcode), and contact information. We are not responsible for delays or losses resulting from incomplete or inaccurate details.

3.2 Undeliverable or Returned Packages
If a parcel is returned to us due to an incorrect/insufficient address, failure to collect, or refusal by the recipient:

  • Redelivery Fee (UK): A £4.99 redelivery fee applies to cover reshipment.

  • Original Shipping Cost: Our outbound shipping is free; however, we may charge a reasonable handling fee if repeated delivery attempts fail due to customer error.

  • We will contact you using the details provided to arrange redelivery. If we do not hear from you within a reasonable time, we may cancel the order and refund the product price less any applicable handling/return costs.

3.3 Address Changes After Ordering
If you need to change your address after placing an order, contact us immediately at hello@aurilaya.co.uk. We will make every effort to update the address before dispatch, but we cannot guarantee changes can be applied in time. Once dispatched, address changes are no longer possible.

3.4 Delivery Attempts & Safe Place
Some carriers may attempt delivery more than once or deliver to a neighbour/safe place (subject to your local preferences and carrier policy). Where a “safe place” is used, risk of loss passes upon delivery scan to that location.

3.5 PO Boxes & BFPO
Delivery to PO Boxes or BFPO addresses may be limited or unavailable depending on carrier restrictions. If we cannot fulfil to such addresses, we will contact you to arrange an alternative.

4. Territory & Restrictions

4.1 United Kingdom Only
We ship to addresses within the United Kingdom (England, Scotland, Wales, and Northern Ireland).
4.2 No Ireland / No International Shipping
We do not ship to Ireland or any destinations outside the UK at this time.
4.3 Customs, Duties & VAT
As we ship domestically within the UK, customs and import charges do not apply to our deliveries.

5. Risk of Loss & Title

Risk of loss passes to you upon carrier acceptance (i.e., when the parcel is scanned as collected). Title to products transfers to you upon full payment and dispatch.

6. Returns

6.1 Return Window
You may return unused items within 30 days from the date you receive your parcel, subject to our Returns Policy and any product-specific exclusions (e.g., hygiene-sealed items once unsealed).

6.2 Return Postage
We do not offer free returns. You are responsible for return shipping costs using your chosen, trackable courier. We recommend retaining proof of postage and tracking.

6.3 Incorrect Address/Refusal
If a package is returned to us due to an incorrect or insufficient address or refusal by the recipient, we will notreimburse any handling or return costs unless the error is attributable to Aurilaya. Redelivery fees as set out in §3.2 may apply.

6.4 Condition of Returned Items
Items must be returned unused, in original condition, with all tags, accessories, and original packaging intact. We reserve the right to refuse a refund or apply a deduction for items that are not returned in resalable condition.

For full details, please refer to our Returns Policy (if published separately).

7. Delays & Force Majeure

7.1 Non-Guaranteed Delivery
Delivery timeframes are estimates and not guarantees. Carrier delays, adverse weather, peak-season congestion, strikes, and events beyond our control may extend delivery times.

7.2 Force Majeure
We are not liable for delays or failure to deliver due to circumstances beyond our reasonable control, including but not limited to acts of God, labour disputes, pandemics, supply-chain disruptions, or carrier failures.

8. Order Issues, Missing or Damaged Items

8.1 Damage in Transit
If your order arrives damaged, please contact us within 48 hours of delivery with photos of the packaging and product so we can investigate with the carrier.

8.2 Missing Parcels
If tracking shows delivered but you have not received your parcel, please:

  1. check with household members/neighbours;

  2. check any designated safe places; and

  3. contact the carrier.
    If still unresolved, email us at info@aurilaya.com with your order number so we can assist.

8.3 Wrong or Missing Items in Box
If you received the wrong item or an item is missing, contact us within 7 days of delivery. We’ll make it right as quickly as possible.

9. Customer Responsibilities (Summary)

  • Provide accurate and complete address and contact details.

  • Monitor your dispatch confirmation and tracking updates.

  • Be available to receive the parcel, or set a suitable safe place where permitted.

  • Use a trackable method for returns and retain postage proof.

10. Contact

Questions about shipping? Need to update an address or report a delivery issue?
Email: info@aurilaya.com
Please include your order number in the subject line for faster assistance.

11. Disclaimer

We are not responsible for delays or losses resulting from incorrect or incomplete shipping information provided by the customer, failed delivery attempts where the customer was unavailable, or circumstances beyond our reasonable control. Nothing in this Shipping Policy limits your statutory rights under applicable UK consumer law.