|This FAQ is about orders submitted on auraframes.co.uk. If you ordered your frame from our Amazon Aura Shop, the order will be managed and fulfilled by Amazon directly. Please use your Amazon account to look up your order and the tracking status. If there are any issues, please contact Amazon Customer Care directly for assistance.|
If you had ordered your frame from auraframes.co.uk directly, we will ship it to you, either using Amazon's shipping service or our own service. Usually, orders arrive within 3-4 business days.
Once your order has shipped, you will receive a shipping confirmation email sent to the email address that was used for the order. The email will include a tracking link that you can use to check the process of your order.
For more information on your order status, click on the help button in the bottom right corner and select the option "Order Support" to use our Chatbot which is integrated into our order system and available 24/7.
What to do if your Auraframes.co.uk order never arrived?
Our shipping process is very reliable and issues are extremely rare. However, if you experience any of the below scenarios, please follow these instructions:
1) The tracking page implies that my order is stuck in transit / got lost
Usually, the carrier will be able to resolve such issues so please wait for 48 hours and check the tracking page once again. If the issue remains, please contact our Customer Care team.
2) You told me the order was "delivered" but the order never arrived at my place
We find that in most cases 'missing' parcels arrive within 48 hours. Please check if the carrier had left a note and ask your neighbor if they accepted the parcel on your behalf. Please also check for any safe spaces that could have been used to deposit the parcel (a doorway, garage, bin etc).
Finally, if after 48 hours you still have not located the order, please contact our Customer Care team and we will look into this for you.