Shipping & Returns

Shipping 

We offer UK shipping. Worldwide shipping coming soon.

Tracking information is provided and you will be emailed once the item has been dispatched. 

Orders are dispatched within 48 hours (subject to UK public holidays).

Once the item has been dispatched and the tracking information provided, it is the customers responsibility for re-arranging any missed deliveries.

If at point of sale an incorrect address is input and your package fails to be delivered, you will be responsible for the return postage costs.

If you would like the item re-sent to you after being sent back to Aura Soul London, you will be responsible for the re-delivery costs.

 

Postage and packing charges are as follows:

UK orders from £4.50

*Special offers apply when mentioned by Aura Soul London

Please note that these rates are weight dependent and only given as a guide.

UK (2-5 Business Working days): 48hr tracking service by Royal Mail from £4.50 per order

Next day shipping is available for orders received by 12pm: £8.50

 

*Please kindly note that there might be a delay in delivering orders due to a national strike action by Royal Mail. 

 

Refunds & Exchanges
At Aura Soul London, we understand that sometimes a product is not quite right and you may wish to have a refund or exchange. We want to make returns simple so if you’re not satisfied with a product we’re happy to refund or exchange the item, all we ask is that:
• You request a Returns Authorisation number within 14 working days of receiving your order by emailing orders@aurasoullondon.com
• The return is made within 7 days of receiving you returns authorisation number.
• Unless faulty, each returned product must include all parts, accessories, instructions and packaging.

Please quote your order number which you will find on your order confirmation email and your full name. Please explain the reason why you want to send your item(s) back. If an item is faulty, please provide full details including photos/videos of the fault.
All items must be returned in the condition that you received it, with all tags still attached and box packaging included where applicable.

HOW TO RETURN YOUR PURCHASE
You as the customer are responsible for the payment of postage/shipping for returns. Aura Soul London will not pay the postage of any unwanted items unless they are faulty.
Should you receive a faulty item we will arrange repayment of shipping once goods have been received.
Please read the these instructions on how to return an item;
1. You will find a compliments slip in your package.
2. Please use this slip to note down your Returns Authorisation number (that you will receive by emailing us),and include the slip inside the package with your return. Please include all packaging you received with the item.

Please send your return using a secure and trackable method, for example Royal Mail Recorded delivery. Please ask for and keep proof of postage. Posting is your responsibility and if the package is lost we will be unable to refund you for the item.
You will receive an email confirming that we have received your return and that you have been credited. Please allow between 3 and 10 working days for your bank to complete the transaction, depending on their processing time. This can vary between card issuers.

Late Returns
A RA number should be requested within 14 days of receiving your order. You should then return your item(s) within 7 working days of receiving this number.
For returns received outside of this timeframe store credit will be issued in the form of a gift card.

Exchanges
If you would like to exchange for another product, we will issue you with a gift card for the value of the item(s) returned and you can place a new order.

Receiving a refund
Your refund will be credited to match the original method of payment. This will exclude shipping costs (with the exception of faulty items if applicable).
Customs duties, bank charges and taxes are non refundable outside of the EU. However, you may be able to claim these back by contacting your local customs bureau.

Faulty goods
Goods are classified as faulty if they are received damaged. Please note that damaged items as a result of wear and tear are not considered to be faulty. Please contact us within 14 working days of receiving your order if your item has been delivered in a faulty state, with photos/videos of the fault. Parcels or items damaged in transit must be verbally reported to us before 3.00pm the next working day following delivery and also by email within 3 days. Unfortunately we are unable to proceed with a claim if photographic/video evidence is not received. Queries placed out side of this timeframe may not qualify for a refund. If we do receive notification within this time frame, we will process an exchange for any faulty item received and if we have no replacement stock, you will receive a full refund.

Please read our full terms and conditions in full before making a purchase with Aura Soul London.