Shipping policy

Shipping Policy

This policy document provides a clear overview of our shipping practices and procedures. Please read it carefully before placing an order in our shop.

DELIVERY TIME

  • Order cut-off time: 17:00 (Central European Time, Amsterdam)

  • Order processing time: 1–2 business days, shipping Monday–Friday

  • Standard delivery time: 4–6 business days, delivery Monday–Friday

  • Carriers: DHL / PostNL

Note: Like many online shops, we experience periods of high order volumes. During these times, delays may occur. Please take this into account when placing your order — we do our best to dispatch your parcel as quickly as possible.

CANCELLATIONS

Once you place an order, it is automatically processed in our system.
Cancellation is therefore not possible.

FREE SHIPPING

We cover the shipping costs for every order — no minimum spend.
After placing your order, you will receive order status updates and shipping information by email. Tracking details are sent automatically once your parcel has been dispatched.

ORDER ACCEPTANCE

There are cases where an order cannot be processed for various reasons. aurrela.com reserves the right to refuse or cancel orders at any time for any reason.
Where applicable, we may request additional verification or information — including (but not limited to) phone number and address — before accepting the order.

To prevent credit/debit card fraud, we reserve the right to validate your payment details before shipment and to verify the personal information you provide (e.g., identity, residence, or bank data checks). We may cancel orders immediately if we detect suspected fraud.

We strive to keep pricing on the website as accurate as possible. However, errors can occur (e.g., incorrectly displayed prices). In such cases, we reserve the right to refuse or cancel the order. In the event of pricing errors, we may, at our discretion, contact you for instructions or cancel the order and notify you — regardless of whether the order has already been confirmed or your card charged.

PROCESS FLOW

  • After your order is received, you’ll get an order confirmation email with your order number and receipt.

  • Your order is typically dispatched within 1–2 business days (excluding public holidays). Personalized/customized items require additional time before shipment.

  • Please also check your spam folder if the confirmation email does not appear in your inbox.

  • If you do not receive an order confirmation, email info@aurrela.com with the subject line “Order confirmation not received” — our team will get back to you.

  • For items requiring customization, we will contact you separately to confirm the details. These items will be processed and shipped only after your confirmation.

TRACK YOUR ORDER

As soon as your parcel is on its way, you will receive a tracking number by email.
If you have not received a tracking number after 7 business days, please email us at info@aurrela.com and we will assist you promptly.

CONTACT

(NOT A VISIT OR RETURN ADDRESS)

📧 info@aurrela.com
🌐 aurrela.com

Opening hours:
Monday – Friday: 08:00 – 18:00
Saturday & Sunday: 10:00 – 16:00

⏱ Estimated response time: 30 minutes – 24 hours