Shipping policy

Shipping and Delivery Policy

Last updated: 9 July 2026

Thank you for shopping with Aurivia. This Shipping and Delivery Policy explains where we deliver, how orders are processed, estimated delivery times, shipping charges, tracking, and what to do if an order is delayed, lost, or damaged.

This policy applies to purchases made through aurivia.store.

1. Contact information

Aurivia
Website: aurivia.store
Email: support@aurivia.store
Telephone: +44 7474 796427
Business address: Office 8027, 321–323 High Road, Chadwell Heath, Essex, United Kingdom, RM6 6AX

Customer-service hours: Monday to Friday, 9:00 AM–5:00 PM UK time—GMT in winter and BST in summer—excluding UK public holidays.

2. Delivery locations

Aurivia currently delivers to addresses within:

England.
Scotland.
Wales.
Northern Ireland.

Delivery to the Scottish Highlands, Scottish Islands, Isle of Man, Isle of Wight, Channel Islands, and other remote locations may take longer or involve an additional delivery charge.

Any location restrictions or additional costs will be displayed during checkout before you complete your purchase.

We do not deliver to PO boxes, freight-forwarding addresses, parcel-forwarding services, or military addresses unless this option is specifically available during checkout.

3. Order processing time

Orders are normally processed within [INSERT NUMBER, FOR EXAMPLE 1–3] business days after payment has been successfully received.

Orders placed after [INSERT CUT-OFF TIME] UK time will begin processing on the next business day.

Business days are Monday to Friday and exclude UK public holidays.

Processing may take longer during:

Public holidays.
Promotional events.
Periods of unusually high demand.
Severe weather or transport disruption.
Product personalisation or customisation.
Payment, address, or fraud-verification checks.

Processing time is separate from the carrier’s delivery time.

4. Estimated UK delivery times

The delivery options available for your address will be shown during checkout.

Delivery service	Estimated transit time	Cost
UK Standard Delivery	[3–7 business days]	[£X.XX or Free]
UK Express Delivery	[1–3 business days]	[£X.XX]
Free Standard Delivery	[3–7 business days]	Available on orders over [£XX]

The estimated total delivery time is:

Order-processing time + carrier transit time

For example, an order with a processing time of 1–3 business days and a transit time of 3–7 business days would normally arrive within approximately 4–10 business days.

Delivery estimates begin after the order has been dispatched, not on the date the order was placed.

Google Merchant Center calculates estimated delivery using the order cut-off time, handling time, and transit time. The information entered in Merchant Center should match the times and charges displayed on your website.

5. Shipping charges

Shipping charges are calculated according to:

Delivery address.
Selected delivery service.
Product size or weight.
Order value.
Any free-delivery promotion that applies.

The full shipping charge will be displayed during checkout before you place your order.

We will not add undisclosed mandatory shipping charges after your order has been submitted.

Google requires shipping charges submitted to Merchant Center to match, or reasonably overestimate where exact matching is not possible, the charges customers see on the website and at checkout.

6. Order confirmation

After placing an order, you will receive an order-confirmation email at the email address provided during checkout.

Please review the confirmation carefully and contact us promptly if any information is incorrect.

The order-confirmation email may include:

Your order number.
Products ordered.
Billing and delivery details.
Amount paid.
Selected delivery method.
Estimated delivery timeframe.

If you do not receive a confirmation email, check your spam or junk folder before contacting us.

7. Dispatch confirmation and tracking

When your order is dispatched, we will normally send a shipping-confirmation email containing:

Your tracking number, where available.
The delivery carrier.
A tracking link.
The estimated delivery date or timeframe.

Tracking information may take up to 48 hours to become active after dispatch.

Some economy or remote-location delivery services may provide limited tracking.

8. Delivery carriers

Aurivia may use established postal or courier services depending on the destination, product, and selected delivery option.

Possible carriers include [INSERT ACTUAL CARRIERS, SUCH AS ROYAL MAIL, EVRI, DPD OR DHL].

We may use a different carrier where reasonably necessary, provided that this does not materially reduce the delivery service purchased.

9. Delivery address

Customers are responsible for providing a complete and accurate delivery address.

Before placing your order, check:

Recipient’s full name.
House or building number.
Street name.
Flat, apartment, or unit number.
Town or city.
County, where applicable.
Postcode.
Telephone number.

Contact support@aurivia.store immediately if you notice an error.

We will try to update the address, but we cannot guarantee that changes can be made after processing or dispatch has begun.

Aurivia is not responsible for delays or failed delivery caused by inaccurate or incomplete information supplied by the customer.

10. Changes after dispatch

We normally cannot change the delivery address or delivery service after an order has been dispatched.

You may be able to request a change directly through the carrier’s tracking service. Any carrier restrictions or additional charges may apply.

A request submitted to the carrier does not guarantee that the delivery can be redirected.

11. Delivery attempts

The carrier may:

Leave the parcel in a safe place.
Deliver it to a neighbour.
Take it to a collection point.
Attempt delivery again.
Return it to Aurivia.

This will depend on the carrier, delivery service, and instructions provided.

Please follow the instructions shown in the carrier’s tracking information or delivery notice.

12. Safe-place delivery

Where you request delivery to a safe place, neighbour, reception desk, concierge, collection point, or other nominated location, the order may be treated as delivered once it has been left at that authorised location.

Choose a secure location and provide accurate instructions.

This does not affect responsibility where the carrier failed to follow the agreed delivery instructions or delivered the parcel to the wrong address.

13. Delayed orders

Delivery dates are estimates unless we have expressly agreed to deliver by a guaranteed date.

Orders may be delayed by circumstances outside our reasonable control, including:

Severe weather.
Transport disruption.
Postal or courier delays.
Customs inspections.
Industrial action.
Public holidays.
Incorrect delivery information.
Security or payment verification.
Events affecting suppliers or fulfilment partners.

We will take reasonable steps to minimise disruption and keep you informed when we become aware of a significant delay.

Unless a different delivery period has been agreed, UK online sellers are generally required to deliver goods within 30 days.

If an order has not arrived within the stated timeframe, contact us at support@aurivia.store with your order number.

14. Missing orders

Before reporting an order as missing:

Check the tracking information.
Check around the delivery location.
Ask other members of your household.
Check with neighbours, reception, or building management.
Contact the carrier if its tracking page instructs you to do so.

If the parcel still cannot be located, contact us at:

Email: support@aurivia.store
Telephone: +44 7474 796427

Please include your order number and delivery address.

We may need to open an investigation with the carrier. You must provide reasonable cooperation and any information required for the investigation.

Where an order is confirmed as lost before valid delivery, we will provide an appropriate remedy, which may include a replacement or refund.

15. Orders marked as delivered

If the tracking information states that your order was delivered but you cannot find it, contact us promptly.

We may ask you to:

Confirm the delivery address.
Check with neighbours or building staff.
Provide a statement confirming that the parcel was not received.
Cooperate with the carrier’s investigation.
Report suspected theft to the appropriate authority where reasonably necessary.

A delivered tracking status will be considered alongside all available information and will not automatically prevent us from investigating the matter.

16. Damaged packages

Inspect your parcel as soon as possible after delivery.

If the parcel or product arrives damaged, contact support@aurivia.store and provide:

Your order number.
A description of the damage.
Photographs of the product.
Photographs of the external and internal packaging.
A photograph of the shipping label, where possible.

Please keep the product and all packaging until we have reviewed the matter.

Reporting visible damage within 7 days helps us investigate the issue with the carrier. This reporting period does not remove or limit your statutory rights concerning faulty, damaged, incorrect, or misdescribed products.

17. Incorrect or incomplete orders

The wrong product.
A missing product.
A missing component or accessory.
A different quantity from the quantity ordered.

Do not return anything before receiving instructions from us.

After verifying the issue, we may provide:

The missing product or component.
A replacement.
A prepaid return label.
A partial or full refund.

18. Refused and unclaimed deliveries

If you refuse a delivery or fail to collect it from the carrier, collection point, or local depot, the parcel may be returned to Aurivia.

After receiving and inspecting the returned parcel, we may issue a refund in accordance with our Return and Refund Policy.

Reasonable original delivery costs and carrier-return charges may be deducted where the delivery failed because:

The customer refused the parcel without exercising an applicable cancellation right.
The customer did not collect it.
An incomplete or inaccurate address was supplied.
The customer was unavailable after reasonable delivery attempts.

No deduction will be made where the failure was caused by Aurivia or the carrier, or where applicable consumer law requires otherwise.

19. Undeliverable packages

A package may be returned as undeliverable because of:

An incomplete or incorrect address.
An inaccessible property.
Repeated failed delivery attempts.
Failure to collect the parcel.
The recipient being unknown at the address.
Restrictions imposed by the carrier.

We may contact you to arrange reshipment.

You may be responsible for additional shipping costs where the package became undeliverable because of information or instructions you supplied.

20. Order cancellation

Email: support@aurivia.store
Telephone: +44 7474 796427

Orders may be cancelled before processing, personalisation, or shipment begins.

We cannot guarantee cancellation after an order has entered fulfilment or has been dispatched. Once dispatched, the applicable return and statutory cancellation procedures will apply.

Please see our Return and Refund Policy for complete cancellation and return information.

21. International delivery

Keep this section only if Aurivia delivers outside the United Kingdom.

Aurivia may deliver to selected international destinations shown during checkout.

International processing and transit times vary according to:

Destination country.
Selected carrier.
Customs processing.
Local postal services.
Public holidays.
Import restrictions.

International customers may be responsible for:

Import VAT.
Customs duties.
Brokerage charges.
Local taxes.
Customs-clearance fees.

These charges are imposed by the destination country and may not be included in the product or shipping price unless checkout clearly states that duties and taxes are included.

Customers are responsible for ensuring that purchased products can lawfully be imported into their destination country.

Customs inspections may delay delivery. Aurivia cannot control or guarantee customs-clearance times.

22. Customs and import charges

Where duties and taxes are not collected during checkout, the recipient may be required to pay them before delivery.

Aurivia cannot refund customs duties, import taxes, or fees collected directly by government authorities or carriers. Customers should contact the relevant customs authority regarding possible reimbursement after a return.

Orders refused because the customer does not pay applicable import charges may be treated as refused or undeliverable orders.

23. Separate shipments

Products in the same order may be dispatched separately due to:

Product availability.
Product size.
Different fulfilment locations.
Carrier requirements.

Where an order is divided into multiple parcels, you may receive more than one dispatch confirmation and tracking number.

You will not be charged additional shipping solely because we choose to divide an order into separate shipments.

24. Pre-orders and personalised products

Estimated dispatch dates for pre-orders, made-to-order products, and personalised products will be displayed on the relevant product page.

These products may require additional processing time.

Where an order includes both an in-stock product and a pre-order or personalised product, the products may be shipped separately or held until the complete order is ready. The applicable arrangement should be shown before checkout or communicated to you.

25. Events outside our control

We are not responsible for a delay or failure caused by events outside our reasonable control.

Where such an event occurs, we will:

Contact affected customers where reasonably possible.
Take reasonable steps to reduce the delay.
Provide revised delivery information.
Respect any applicable right to cancel and receive a refund.

Nothing in this section excludes rights that cannot legally be excluded.

26. Your consumer rights

Nothing in this policy limits your statutory consumer rights.

Products must be delivered as agreed and must be:

Of satisfactory quality.
Fit for their intended purpose.
As described.

Please review our Return and Refund Policy and Terms of Service for more information about cancellations, faulty products, returns, and refunds.

27. Policy changes

We may update this Shipping and Delivery Policy to reflect changes to:

Delivery services.
Carriers.
Charges.
Delivery locations.
Processing times.
Legal or regulatory requirements.

The policy applying to an order will normally be the version displayed when the order was placed.

Material changes will be shown by updating the “Last updated” date.

28. Contact us

Questions about shipping or delivery may be sent to: