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SHIPPING & RETURNS

SHIPPING POLICY

Shipping Rates

UK Shipping - FREE on orders over £40

Standard Delivery (Orders over £40) - Royal Mail 2nd Class Signed for - FREE


Standard Delivery (Orders under £40) - Royal Mail 2nd Class Signed for - £4.45

In the odd instance your items may be delayed due to Royal Mail and their current staffing issues and Covid. we cannot be held responsible for these delays. Please allow 5 working days before you contact us if you have not received your parcel and we will be happy to help.

 

I DON’T LIVE IN THE UK, WHAT ABOUT IMPORT DUTIES AND TAX?

Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country and we strongly advise you check your country’s policies before purchasing. Please note that countries within the European Union now require you to pay a destination tax ie. your countries tax rate (20%, 15%) of your purchase.

If you do not pay duties and tax upon arrival the item(s) will be returned to us.

Postge fees will not be refunded

International Shipping

FREE WORLDWIDE SHIPPING ON ORDERS OVER £100 

Europe:
International tracked - £16.80

 

Typically for Europe the delivery aim is 5-7 working days after dispatch. Please give us 12 working days from dispatch date before contacting us if you haven't received your parcel. We cannot be held responsible for any delays during shipping or customs. 

Rest of the world:
International tracked - £33.70

 

For the rest of the world you are looking at 7-10 working days after dispatch. Please allow 12 working days from dispatch date before contacting us if you haven't received your parcel. We cannot be held responsible for any delays during shipping or customs. 

 

Processing Time:

We aim to dispatch all orders within 2-3 working days. 

Please be aware, there are currently delays across the Royal Mail network so allow up to 10 working days after the dispatch date for your order to arrive. 

International Shipping – Customers are responsible for any customs and/or import taxes due on their order. We are not responsible for any delays due to customs.

RETURN & EXCHANGE POLICY

  • Items bought at Fayres / Galas / trade events etc are not eligible for refund or exchange unless deemed to be faulty and with proof of purchase.

  • You may cancel an order up to fourteen days from the day on which You receive the Goods. We ask that You notify Us of Your wish to cancel and possibly receive a refund or online store credit.

  • Exchanges are not possible due to stock levels and we may sell out.

  • If You wish to return Goods to Us after the two week period, We may, at Our sole discretion, be able to offer You an exchange or online store credit.

  • We are unable to accept returned Goods that We reasonably believe are not in re-saleable condition or that have been used, unless the Goods were faulty or damaged when received.

  • We regret that orders for Goods made to Your specifications and gift wrapping will not attract any right to cancel. We also regret that we cannot accept returns of toiletries for hygiene reasons or treats due to their perishable nature. 

  • If you wish to make a return you must first email enquiries@aurorapaws.co.uk with a detailed explanation of the fault / reason for requesting a refund. We will then aim to reply with 2-3 days with an outcome. (Please do not return stock until requested to do so)

  • For unsuitable items, you are responsible for returns postage charges.

 

All goods must be returned to:

Aurora Paws

10 Cross keys

Ossett

WF5 9SJ

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