Shipping policy
Shipping policy – Maison Aurela
1. Where we ship
All EU countries, the United Kingdom, Switzerland and Norway. For any other destination, write to us at velorallc@proton.me.
2. Cost
Free tracked shipping on every order.
3. Processing time
Orders ship within 1–3 working days of payment. You get a shipping confirmation by email as soon as your parcel is on its way.
4. Delivery time
Usually 7–12 working days after your order ships. Busy periods such as Black Friday and Christmas, or events beyond our control such as strikes or severe weather, can add a few days. If your order is affected, we’ll let you know.
5. Tracking
Your shipping confirmation includes a tracking number, so you can follow your parcel until it is delivered.
6. Duties and taxes
Orders to the United Kingdom, Switzerland and Norway may be subject to import duties or taxes, payable by the customer unless they are shown at checkout.
7. Damaged, lost or late parcels
- Damaged: please report visible damage, ideally within 48 hours of delivery, with photos to velorallc@proton.me. Your statutory rights are not affected.
- Lost or very late: email us with your order number. We open an investigation with the carrier straight away and, once it is closed, usually within a few working days, send you a replacement or a refund.
- Shown as delivered but not received: please check with your neighbours, at the pick-up point named in the tracking and in your letterbox first, then contact us.
8. Delivery address
Please check your address carefully before you pay. If a parcel cannot be delivered because of an incorrect or incomplete address, you pay the cost of sending it again.
9. Contact
Questions about shipping: velorallc@proton.me – we reply within 24 hours.
Last updated: November 2026