Shipping & Returns
SHIPPING POLICY
We try to make the process of getting goods to you as simple and pain free as possible. We have two options for shipping and these are:
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Standard UK wide delivery (free for all orders over £10)
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Express UK wide
Unless otherwise confirmed by you, all orders will ship standard. To get the order to you, we use (but are not limited to) the following delivery companies: Royal Mail, UPS, Hermes and DPD. When we ship your order, we will confirm a tracking reference number (where possible) to allow you to check the progress of your delivery
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Please note: Standard delivery services (inc Royal Mail 1st and 2nd Class) are not guaranteed. In most cases the goods should be with you within 48 hours of our notification to you of shipping, however the shipper may have up to 14 working days to get the goods to you.
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This also means that should items be lost by the shipper, they have no obligation to reimburse us or you. Should your order be declared lost, we will attempt to remedy any such losses on a case-by-case basis. Where possible, we will look to work with you to find an amicable solution for both parties. Please note, whilst we will do everything we can to ensure your order is fulfiled completely, we are under no obligation to cover any or all losses incurred by you as part of this transaction. If you do wish to ensure full coverage of loss for the value of the goods, then you should consider upgrading to 'express', which should be guaranteed by the shipper.
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Damaged Goods on Delivery: If your order arrives damaged, please ensure this is noted by the delivery person before you accept the goods. If you can sign, please confirm damaged goods as part of this process. If you cannot sign, please take photographic evidence with the courier still with you. Please feel free to accept the goods from the courier once you have confirmed the status of the delivery and then contact us to advise of the damage
Return & Exchange Policy
As part of our contract with you, we have a legal obligation to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, SI 2013/3134. in simplistic terms, this means that you have 14 days to return cancelled goods to us. You can see the full legal version of this here: https://byaurorauk.com/tcsales
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This legislation offers you the following cancellation rights when you buy online or by phone:
You are entitled to cancel your contract provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.
Your right to return products does not apply to goods made or ordered to your specification (special orders), or that have been clearly personalised or which by reason of their nature cannot be returned.
If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them, You must ensure that the goods have not been opened and can be resold again by us once returned.
To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address. A example cancellation form is supplied here: https://www.byaurorauk.com/tcsales.
You can cancel by emailing us at info@byaurorauk.com, calling 07973437052, or writing to: By Aurora UK Ltd. Dene Ridge, Asquith Avenue, Leeds, LS27 9QX
If you decide to cancel, you should return the goods via some form of tracked/insured service within 14 days of such cancellation. We will reimburse to you by the method used to pay for the original transaction the amount in relation to the goods to which cancellation rights apply.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.
Should you have any queries about returns or exchanges not covered above, please contact our customer services team at info@byaurorauk.com
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Faulty Goods: Where you consider goods are faulty, please contact us within the 14 day period and advise any issues/concerns you have as to why the goods are faulty. If possible, please record any faults photographically. Once we can confirm the goods are faulty, we will advise you of how to proceed with any possible return. We will then refund the cost of the faulty goods to you or arrange to resend replacement goods as soon as possible