Frequently Asked Questions (FAQ)

Order and cancellation

How do I get rid of an order?

  • You can ask to cancel your order within 90 minutes of placing it. Please call our support team and give them your order number, full name, and the reason you want to cancel. You will get a full refund if we cancel before processing starts. You can't cancel after 90 minutes. You'll have to wait for delivery and then ask for a return.

What will happen if I miss the time to cancel?

  • Your order probably goes into processing after the 90-minute window is up. If that's the case, the cancellation can't be cancelled. To ask for a return or refund, you must follow our Return & Refund Policy (after delivery).

Shipping and Delivery

Do you ship for free?

  • Yes, all orders in the UK get free shipping. You don't have to spend a certain amount.

How long does it take to process an order?

  • We need 1 to 4 business days to process and get your order ready to ship. If you place an order after our daily cut-off time of 4:00 PM (GMT), it will be processed the next business day.

How long will it take to get there?

  • We work with selected international fulfilment partners. Typical UK delivery is 5–12 business days from dispatch, with full tracking.

Will I get a number to track?

  • Yes, for sure. We will send you an email with a tracking number once your order ships. You can use that number to keep track of where your package is going. If you don't get it, look in your spam or junk folder and get in touch with support.

What if my order is late or doesn't show up?

  • If your order hasn't arrived within the estimated time frame, please email us. We will look into the issue with the courier and work toward a solution, which could be a refund or a replacement, depending on the situation.

Returns, exchanges, and refunds

Can I send things back?

  • Yes, as long as you return it within our 30-day money-back guarantee. You can return both defective and non-defective items as long as they are unused, in their original condition, and have all the packaging, tags, etc.

Will I have to pay for shipping back?

  • You have to pay for the return shipping and make the arrangements if you change your mind and want to return it. Aurian will pay for the return shipping costs if your item is broken or defective. We don't give out prepaid labels for returns that aren't broken.

Do you take direct exchanges?

  • No, we don't do direct exchanges. If you want something else, place a new order and then return the first item for a refund, making it clear that you want to exchange it.

When will my refund be sent?

  • We'll send you an email letting you know if your return was approved or denied after we get it and look it over. If the refund is approved, it will be sent to the same payment method you used to make the purchase within 20 days (the time it takes for the bank to process the refund may vary).

Billing and Payment

What kinds of payments do you take?

  • Shopify Payments handles all payments. We take Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, Shop Pay, and other cards that Shopify Payments supports.

What if my payment is not accepted or doesn't go through?

  • The order won't go through if your payment doesn't go through. You could try a different way to pay or get in touch with the company that issued your card. If you don't have enough money in your account, Aurian is not responsible for bank fees or declines.

What should I do if I see a duplicate charge?

  • Please get in touch with us within seven days if you think you were charged too much or if a duplicate transaction happened. Once we check, we'll send the wrong amount back to the same payment method you used to make the original purchase.

Help & Contact

How do I get in touch with customer service?

  • You can reach us by email at support@aurian.co.uk. We are open every day from 8:00 AM to 4:00 PM (GMT). Because we don't have a lot of staff, please give us up to 12 hours to respond on regular days and up to 24 hours on weekends.

Who is running this business?

ELEVATE GLOBAL ENTERPRISES LTD runs Aurian. The company is based in the UK and has the following address: 2 Frederick Street, Kings Cross, London, WC1X 0ND, United Kingdom.

Contact Us

If you need assistance or wish to reach our team, we’re always here to help. Please use the contact details below to get in touch with us directly.

Phone Number: +44 7447 303675
Email Address: support@aurian.co.uk

Open Hours
8:00 AM – 4:00 PM (GMT), Monday through Friday, and 10:00 AM – 2:00 PM (GMT) in the weekends.

Response Time
Please allow up to 12 hours for email responses during regular days and up to 24 hours on weekends due to limited staff.

Legal Information
Store Name: Aurian
Company Name: ELEVATE GLOBAL ENTERPRISES LTD
Company Number: 16109327
Physical Address: 2 Frederick Street, Kings Cross, London, WC1X 0ND, United Kingdom