Help & FAQ

Frequently Asked Questions

Quick answers about orders, delivery, returns and more.

Orders & Tracking

How can I track my order?

Once your order is dispatched, we’ll email a tracking link. You can follow your parcel directly on the courier’s website.

If you can’t find the email, please check your spam/junk folder.

What if my order hasn’t arrived within the expected timeframe?

Delivery typically takes 3–7 working days from dispatch. If your parcel hasn’t arrived within 15 working days, email support@aurano.co.uk and we’ll investigate with the courier.

Delivery & Returns

What is your standard delivery service?

We offer free standard delivery on all UK orders. Parcels are typically delivered within 3–7 working days after dispatch.

“Working days” are Monday–Friday, excluding UK bank holidays.

Is VAT included in the price?

Yes. All prices shown on our website include UK VAT — Aurano covers this cost for you. You will not be charged any additional VAT.

Where should I send returns?

All returns must be sent to our UK returns address:

Aurano – Returns
Courier Point, 13 Freeland Park,
Wareham Road, Poole, Dorset,
BH16 6FH, United Kingdom

Please contact us first at support@aurano.co.uk with your order number so we can provide instructions and confirm eligibility.

Returns & Cancellation

What is your return policy?

By UK law you have 14 days to cancel after receiving your order. For your first purchase with Aurano, we extend this to 30 days. Items must be unused, in resellable condition and in original packaging.

Read the full policy here: Returns & Refunds.

How do I cancel or start a return?

Email support@aurano.co.uk with your order number. We’ll confirm eligibility and send return instructions and the correct UK return address.

Payment & Security

What payment methods do you accept?

We accept major credit and debit cards (Visa, Mastercard, American Express, Discover, Diners Club), as well as PayPal, Apple Pay, Google Pay and Shop Pay for a fast and secure checkout experience.

Is it safe to shop on your site?

Yes. Our checkout uses SSL encryption and payments are processed securely via trusted providers (e.g. Shopify Payments / Stripe / PayPal). We never store full card details.

See our Privacy Policy and Terms of Service for more.

Product & Quality

Are product images accurate?

We aim for accurate representation, though colours and finishes may vary slightly due to device settings and natural material variation.

Can I order matching or replacement items?

Yes — if you need additional pieces or replacements, please search our store or email support@aurano.co.uk and we’ll help source the right item.

Other

Do you offer any discounts for new customers?

Yes — join our newsletter and enjoy 10% off your first order. It’s the best way to stay updated on new arrivals and exclusive offers.

Sign up here to claim your discount.

How can I contact customer support?

Email support@aurano.co.uk. We aim to respond within 12 working hours.