FAQ
Ordering & Payment
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and other major payment methods at checkout.
Can I modify or cancel my order after placing it?
Once an order is placed, we start processing it immediately. If you need to make changes, please contact us as soon as possible. While we cannot guarantee modifications, we will do our best to assist you.
Do you offer discount codes or promotions?
Yes! Sign up for our newsletter to receive exclusive discounts and promotions.
Why was my payment declined?
Payment failures may occur due to incorrect details, insufficient funds, or security settings. Try using a different payment method or contact your bank for assistance.
Shipping
Do you offer free shipping?
Yes! We offer free shipping within the UK on all orders.
Do you ship internationally?
Yes, we ship worldwide. Shipping costs and delivery times vary depending on your location. You can check the shipping rates at checkout.
How long does shipping take?
UK Orders: 2-15 business days (free shipping).
International Orders: 7-21 business days, depending on the destination.
Which courier do you use?
We use reliable courier services such as Royal Mail, DPD, and UPS for our deliveries.
Can I track my order?
Yes! Once your order is shipped, you will receive a tracking number via email so you can follow your package.
Do I have to pay customs fees?
For international orders, customs duties and taxes may apply, depending on your country's regulations. These charges are the responsibility of the customer.
What should I do if my order hasn’t arrived?
If your order is delayed or hasn’t arrived within the estimated time, please contact our support team at support@aurora-bags.com, and we’ll be happy to assist you.
Returns
What is your return policy?
We offer a 30-day return policy. If you're not satisfied with your purchase, you can return it within 30 days of receiving your order.
How do I return an item?
To initiate a return, please contact our customer service team at support@aurora-bags.com with your order number and reason for return. We will provide you with further instructions.
Do I have to pay for return shipping?
Yes, return shipping costs are the responsibility of the customer. We do not provide prepaid return labels.
Can I exchange an item?
We currently do not offer direct exchanges. If you need a different product, please return your original item and place a new order.
Can I return sale items?
Items marked as Final Sale, including bags, cannot be returned or exchanged.
Who is responsible for duties and taxes?
We operate under a Delivered Duty Unpaid (DDU) policy. This means that customers are responsible for any applicable import duties, taxes, or customs fees when returning an item.
When will I receive my refund?
Once we receive your returned item, we will process your refund within 5-7 business days. The refund will be issued to your original payment method.
What if my item is damaged or incorrect?
If you received a damaged or incorrect item, please contact us within 7 days of receiving your order. We will arrange a replacement or a full refund at no extra cost to you.
Warranty & Product Issues
Do your products come with a warranty?
Yes, we offer a 1 year warranty on eligible products. Please check the product description for details.
My item is missing from my order, what should I do?
If you received an incomplete order, please contact our support team with your order number and photos, and we will resolve the issue.
What should I do if I receive a defective product?
If your product arrives damaged or defective, contact us within 7 days of receiving it, and we will arrange a replacement or refund.
Product & Stock
How can I check if an item is in stock?
All available items are listed on our website. If a product is out of stock, you can sign up for restock notifications on the product page.
Are your products authentic and high-quality?
Yes! We source our products from trusted manufacturers and ensure they meet high-quality standards.
Do you offer gift packaging?
At the moment, we do not offer gift wrapping services, but all items are carefully packaged before shipping.
Can I request a custom order?
Unfortunately, we do not offer custom orders at this time.
Account & Customer Support
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to track orders, save addresses, and access exclusive deals.
How can I contact customer support?
You can reach our support team via email at support@aurora-bags.com or through our contact form on the website. We aim to respond within 24-48 hours.
What are your customer service hours?
Our support team is available Monday - Sunday, 9 AM - 6 PM (GMT).