Refund policy

shipping & returns policy

this policy applies to all orders placed through the aurora fragrances website. by placing an order, you agree to the terms outlined below. these terms are designed to ensure both parties are aware of and agree upon the arrangements to protect and set clear expectations for our service.

1. general

all orders are subject to stock availability.

while we aim to maintain accurate stock levels on our website, discrepancies may occasionally occur. if an item is unavailable after purchase, we will:

  • fulfil the available items in your order

  • contact you regarding the unavailable item

  • offer the choice of:

    • waiting for the item to be restocked, or

    • receiving a refund for the unavailable item

2. shipping costs

shipping costs are calculated at checkout based on:

  • weight

  • dimensions

  • delivery destination

shipping charges are paid at the time of purchase and represent the final shipping cost for the order.

3. returns

3.1 returns – change of mind

aurora fragrances accepts returns for change of mind provided that:

  • a return request is submitted within 30 days of delivery

  • items are unused

  • items remain in original packaging

  • items are in resalable condition

customers are responsible for return shipping costs and must arrange their own return shipment.

once returns are received and approved:

  • refunds will be issued as store credit

  • original shipping costs are non-refundable

to request a return, please contact us through the website contact form. our team will guide you through the return process.

3.2 warranty returns

aurora fragrances will honour valid warranty claims provided that a claim is submitted within 90 days of receiving the item.

customers are required to pre-pay return shipping costs. these costs will be reimbursed if the warranty claim is approved.

once returned items are received, warranty claims will be processed within 7 business days.

if a warranty claim is approved, customers may choose one of the following:

  • a refund to the original payment method

  • store credit

  • a replacement item (subject to availability)

4. delivery terms

4.1 transit time – united kingdom

domestic uk shipments typically arrive within:

1–3 business days

delivery times may vary depending on the courier service selected.

4.2 transit time – international orders

international orders typically arrive within:

3–10 business days

delivery times vary depending on destination and courier service. estimated delivery times are provided at checkout.

4.3 dispatch times

orders placed before 12:00 pm (uk time) are typically dispatched the same business day.

orders placed after this time will be dispatched on the next business day.

our warehouse operates:

monday – friday during normal business hours

orders are not dispatched on public holidays. we aim to minimise delays wherever possible.

4.4 change of delivery address

delivery addresses can be changed at any time before the order has been dispatched.

4.5 p.o. box shipping

aurora fragrances can ship to p.o. box addresses using postal services only. courier delivery may not be available for these locations.

4.6 military address shipping

we are able to ship to military addresses using postal services. courier delivery may not be available for these locations.

4.7 out of stock items

if an item is out of stock, we will:

  • refund the unavailable item

  • dispatch the remaining items in the order

4.8 delivery delays

if your delivery has exceeded the estimated delivery timeframe, please contact us so that we can investigate the delay.

4.9 delivery locations and responsibility

if a customer chooses to ship a high-value order to a location where they are not personally available to receive it (including freight forwarders, hotels, mailrooms, or shared delivery locations), the shipment is made at the customer's own risk.

if the courier confirms delivery to the selected location, the order will not be eligible for replacement or refund.

if items are missing, the customer must contact the management or staff at the delivery location.

5. tracking notifications

once your order has been dispatched, you will receive a tracking link by email. this allows you to monitor the progress of your shipment using the courier’s tracking system.

6. parcels damaged in transit

if your parcel arrives damaged:

  • please reject the parcel if possible

  • contact our customer service team immediately

if the parcel was delivered without you present, please contact us as soon as possible so we can assist.

7. duties & taxes

7.1 uk vat

vat is included in the price of goods where applicable.

7.2 import duties & taxes

orders shipped outside the united kingdom may be subject to:

  • import duties

  • customs fees

  • local taxes

these charges are not the responsibility of aurora fragrances and must be paid by the customer.

customers are responsible for complying with local import regulations and paying any applicable charges.

8. order cancellations

orders may be cancelled at any time before dispatch.

if an order has already been dispatched, please refer to the returns section of this policy.

9. shipping insurance

parcels are insured for loss or damage up to the value specified by the courier.

9.1 damaged parcels

refunds or replacements will be processed once the courier has completed their investigation.

9.2 lost parcels

refunds or replacements will be processed once the courier has completed their investigation and confirmed the parcel as lost.