Exchanges, Returns & Repairs Policy
EXCHANGES AND REFUNDS
Aurora London operates a simple returns policy. You may return any item within 14 days of receipt. We will be happy to provide a refund or an exchange (subject to availability), whichever you prefer.
Christmas Extended Returns Policy - Non personalised items purchased from 29th November 2019 can be returned until 11th January 2020. Goods purchased online must be returned to us in perfect condition, with their returns tags and in their original packaging in order for us to process an exchange or refund.
Please check your order as soon as you receive it. If an item is missing or damaged, please contact our Customer Care Team via email as soon as possible with your order confirmation number to hand, so that we can make things right. In the event you are not entirely satisfied with your purchase, you can choose to exchange for either an alternative item (postage is payable on all exchanges) or receive a refund for the cost of goods plus the cost of standard shippng that was paid to ship the item to you originally . All items must be returned within 14 days of delivery. Goods purchased online must be returned to us in perfect condition, with their returns tags and in their original packaging in order for us to process an exchange or refund.
Please note that goods that are personalised, foiled, engraved, bespoke or made-to-order to your specific requirements, are non-exchangeable and/or non-refundable, unless faulty.
You are responsible for your item until we receive it, so we recommend that you use a trusted recorded delivery service. Exchanged items will only be dispatched once returned goods have undergone quality checks. Exchanges are subject to product availability at the time of return and postage costs will apply. This policy does not affect your UK Statutory Rights.
Processing your Refund
If you wish to exchange or return an item purchased online, please follow the steps below:
- Return the item in re-sellable condition, securely packaged in its original packaging
- Complete the enclosed Returns Form included in your shipment
Please send returns to: Aurora London Returns C/O ILG, Unit 25, Hills Road, The Birches Industrial Estate, East Grinstead, RH19 1XZ. UNITED KINGDOM.
We cannot be responsible for any returned items lost in transit, so we highly recommend that you use a tracked form of postage to return your goods.
* INTERNATIONAL RETURNS: please state on your customs form that the package contains ‘Returned British Goods’. Failure to do so may cause delays and extra customs costs to yourself.
We will endeavour to process your return or exchange as quickly as possible, but please note that this can take up to 7-10 working days.
Upon receipt of items, we will action a refund via PayPal or via your Credit Card (depending on the original method of payment). PayPal will inform you that the refund has been made. Depending on the credit card/debit card used for the transaction the refund will take between 5-10 days. The card or PayPal account used for the purchase will be credited with the cost of the goods. We will refund the credit or debit card of the person who originally placed and paid for the order.
WARRANTIES AND REPAIRS
All Aurora London products are covered for 6 months against manufacturing faults from the day of delivery.
In the event that a product fails (excluding normal wear and tear) you can return it to us for repair, or in the event that it is unrepairable, a replacement. If you have an item that requires a repair, then please email our Customer Care Team including detailed images of the damaged area and a valid proof of purchase. Our repair team will then assess the item and advise you on how to proceed.
Please note that we do not cover any of the shipping costs incurred when sending your item to or from our repairs workshop in London.
Please be aware that our turnaround times for product repairs can take up to 6 weeks to complete, but we will try our best to get your products back to you as soon as possible.
CANCELLING OR MODIFYING AN ORDER
Once an Order has been submitted it cannot be further modified or cancelled. Should the order have already been shipped, please consider that you may still return the item. Please see our Exchanges, Returns and Repairs page for more details.
No cancellations are possible for Personalised Products based on the definitive nature of their customisation, that we perform expressly according to your wish.
For security reasons, we cannot change the items in your order or the shipping or billing address. If you notice any mistakes in the information provided, please contact our Customer Care Team.