Rowena Hexenhut™

SHIPPING AND RETURNS

DOMESTIC SHIPPING

For all UK orders, we offer FREE Delivery on orders over £20.00. Orders under this amount will cost £4.99 as a standard charge. We offer Standard Shipping with an estimated delivery time of 3-5 Working days.

EUROPE SHIPPING

We offer -

1. Standard Shipping at £15.95 and an estimated delivery time of 4-10 Working days.

2. Free standard shipping on orders over £100 and an estimated delivery time of 4-10 Working days.

We ship exclusively within the United Kingdom and Europe, excluding Russia, Ukraine, Lithuania, Latvia, Belarus, Estonia, Cyprus, Türkiye and Iceland.

*Local Country taxes are excluded.

*Please note that due to the UK’s withdrawal from the EU, customs and duty fees may apply to your order and will be payable upon delivery by the customer.

PROCESSING TIME

We know you're eager to receive your parcel. That's why we strive to process your orders within 3-5 working days, excluding weekends and public holidays. As soon as your item is handed over to the delivery carrier, we'll provide you with a tracking number to keep you in the loop.

Please note that if you wish to cancel your order, you must contact us within 2 hours of placing the order. Orders cancelled within this timeframe will be refunded in full. However, any cancellation requests received after the 2-hour window will be processed and shipped. Once shipped, the order cannot be cancelled.

CANCELLATIONS

Once an order is submitted, our swift processing begins. Unfortunately, this means that orders cannot be cancelled after the 2-hour window. If you have any questions or concerns about your order, please don't hesitate to contact us, and we'll be happy to assist you.

Please note that for clearance items, all sales are final unless the item arrives damaged. Customers are responsible for contacting us for return information. We will not provide return labels, and any shipping costs incurred for returns will not be refunded.

DELAYED ORDERS

In the rare event of processing delays, you'll have the option to cancel your order for a full refund. It's important to note that shipping provider delays are beyond our control and don't fall under our liability. If you encounter delays, please contact the shipping carrier first to inquire about your item's status.

DAMAGED ORDERS

Your satisfaction is our priority, so if you receive an order with obvious shipping damage, please refuse delivery. In case you discover shipping damages after accepting the delivery, contact us immediately. Remember to save all packaging materials and paperwork for your order, as disposing of them or attempting to return merchandise without prior contact may affect your return credit. We appreciate your cooperation in following the proper steps to address any shipping damage.

RETURNS POLICY

You can return most new, unopened items within 30 days of delivery for a full refund. If the return is a result of our error, such as receiving an incorrect or defective item, we will also cover the return shipping costs.

Refund processing typically takes about four weeks, including the transit time for us to receive your return (5 to 10 working days), our processing time (3 to 5 working days), and your bank's processing time (5 to 10 working days).

To initiate a return, email us at eshop@auroraworld.co.uk.

CLEARANCE RETURN POLICY

Our clearance items are offered at deeply discounted prices and are sold on a final sale basis. This means that all clearance items are non-returnable and non-refundable unless they arrive damaged.

If a clearance item arrives damaged, please contact our customer service team within 5 days of receiving your order to report the issue and initiate the return process. To be eligible for a return due to damage, the item must retain all original tags, packaging, and labels and be in the same condition as when it was received.

Once your return request is approved, we will provide you with instructions on how to return the item to us. Upon receiving the returned item, our team will inspect it to verify the damage and process your refund or exchange accordingly.

CONTACT

If you have any questions or need clarification regarding our shipping policy, feel free to reach out to us via email at eshop@auroraworld.co.uk.