Shipping policy
SHIPPING POLICY
Last updated: October 4, 2026
This Shipping Policy explains how AUROVESSA LTD (“Aurovessa,” “we,” “us,” or “our”) processes and delivers orders placed through our online store.
1. ORDER PROCESSING
Orders are normally processed within 1–3 business days, excluding weekends and public holidays.
Processing time is separate from delivery time. After your order has been processed and dispatched, you will receive a shipping confirmation email. Where tracking is available, the email will include your tracking number and a link to follow the shipment.
During holidays, promotional periods, or periods of unusually high order volume, processing may take longer. If a significant delay affects your order, we will contact you using the email address provided at checkout.
2. SHIPPING DESTINATIONS
Available shipping destinations are displayed at checkout. If a shipping option is not available for your location, we are currently unable to deliver the order to that destination.
Certain products may be subject to carrier, customs, or regulatory restrictions and might not be available for delivery to every country or region.
3. SHIPPING RATES
Shipping costs are calculated and displayed at checkout before payment. Shipping charges may depend on:
- Delivery destination
- Selected shipping method
- Package weight and dimensions
- Order value
- Available promotional shipping offers
You will be able to review the applicable shipping charge before completing your purchase.
4. ESTIMATED DELIVERY TIMES
The estimated delivery time is normally 7–14 days after dispatch.
Delivery times may vary depending on the destination country, selected shipping method, local delivery carrier, customs clearance, public holidays, weather conditions, and other circumstances outside our reasonable control.
The 7–14 day delivery estimate does not include the 1–3 business day order processing period.
All delivery times are estimates and are not guaranteed. International shipments may take longer if they are delayed by customs authorities or local delivery carriers.
5. ORDER TRACKING
When tracking is available, tracking information will be included in your shipping confirmation email.
Tracking information may take 24–72 hours after dispatch to become active. If your tracking information has not updated for an extended period, please contact us at support@aurovessa.com.
6. INTERNATIONAL ORDERS, CUSTOMS AND TAXES
International orders may be subject to import duties, customs fees, taxes, or other charges imposed by the destination country.
Unless expressly stated at checkout, these charges are not included in the product price or shipping cost and are the responsibility of the recipient.
We do not control or determine the amount of customs charges. Customs procedures may also cause delivery delays.
Customers are responsible for providing any information or documentation required by local customs authorities.
7. SHIPPING ADDRESS
Customers are responsible for providing a complete and accurate delivery address.
Please review your shipping address carefully before completing your order. If you need to request an address change, contact us at support@aurovessa.com as soon as possible.
We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.
We are not responsible for delays, failed deliveries, or additional costs caused by an incomplete or incorrect address provided by the customer.
8. FAILED DELIVERY AND RETURNED PACKAGES
If a package is returned to us because of an incorrect or incomplete address, an unavailable recipient, refusal of delivery, failure to complete customs clearance, or failure to collect the package, we will contact you after receiving the returned parcel.
Additional shipping charges may apply if you request the order to be shipped again, unless the return resulted from an error made by us.
Any refund for a returned package will be handled according to our Refund Policy. Original shipping charges and charges imposed by the carrier may be non-refundable where permitted by applicable law.
9. LOST OR MISSING PACKAGES
If your package appears to be delayed or lost, please check the tracking information and contact the delivery carrier first.
If the tracking status shows “delivered” but you cannot locate the package, please check:
- Around the delivery location
- With household members or neighbours
- With the building reception or mailroom
- With the local delivery carrier
If the package still cannot be located, contact us at support@aurovessa.com. We will assist with a carrier investigation where appropriate.
Any replacement or refund will be determined after the investigation and in accordance with applicable law.
10. DAMAGED PACKAGES
If your order arrives damaged, please contact us as soon as possible, preferably within 48 hours of delivery.
Please provide:
- Your order number
- Clear photographs of the damaged product
- Photographs of the external packaging
- A photograph of the shipping label
- Photographs showing any damage inside the package
The recommended 48-hour notification period does not limit any statutory rights you may have under applicable consumer law.
11. SEPARATE SHIPMENTS
Orders containing multiple products may be delivered in separate packages.
You may receive more than one shipping confirmation email or tracking number. You will not be charged additional shipping fees solely because we divide an order into multiple shipments.
12. ORDER CANCELLATIONS
If you wish to cancel an order before it has been dispatched, please contact us immediately at support@aurovessa.com.
We will try to accommodate your request, but cancellation cannot be guaranteed after processing has begun.
If an order has already been dispatched, any return will be handled in accordance with our Refund Policy and applicable consumer law.
13. RETURNS
Please do not send products to our registered business address unless our customer support team has specifically instructed you to do so.
To request a return, contact us at support@aurovessa.com. If your return is approved, we will provide the correct return address and applicable return instructions.
Returns sent without prior authorization may not be accepted.
14. DELIVERY DELAYS
Occasionally, delivery may be delayed by circumstances outside our reasonable control, including:
- Customs inspections
- Carrier disruptions
- Severe weather
- Public holidays
- Transportation restrictions
- Local delivery service interruptions
- Incorrect or incomplete delivery information
We will provide reasonable assistance when a shipment is delayed, but we cannot guarantee a specific delivery date.
15. CONTACT INFORMATION
If you have questions about shipping or delivery, please contact us:
Trading name: Aurovessa
Legal business name: AUROVESSA LTD
Email: support@aurovessa.com
Phone: +44 7511 610386
Registered business address: Unit A, 82 James Carter Road, Mildenhall, England, IP28 7DE, United Kingdom
Company Registration Number: 17447015