Delivery, Installation and Returns

Our furniture items are made to order and can take between 3 – 5 weeks for delivery as goods are produced, in Europe and UK. Very few of the products may have a longer lead time but, this will be stated under each product. Deliveries will be chargeable to the mainland UK unless otherwise stated on the website. Tentative delivery dates of all goods will be advised at the time of placing the order.

Deliveries shall be between business hours of Monday – Friday 9:00 am to 5:30 pm. We will keep you informed of the delivery week once the factory processes your order. Closer to that week, we will also confirm the day and a 4 – 6 hour delivery slot. Once the delivery date has been issued, we are unable to reschedule the delivery. If, for some reason, you can’t receive the order on that day or time-slot, please inform us immediately. This will incur you, the buyer, an extra cost for warehousing and rearranging the delivery.

Further, delivery can be by a 40ft lorry and, so accessibility is vital. If your location is unsuitable for a large vehicle, please inform us so we can change the delivery vehicles to suit the location access. We reserve the right to impose further delivery charges if we are unable to deliver on the first attempt due to incorrect information supplied by the buyer or due to the unavailability of access to the buyer’s premises.

If installation has not been opted for, deliveries will be made kerbside and, will require the delivery to be unloaded by the buyer. Off-loading service is provided at an additional cost and can be quoted at the time of purchase. Failure to have adequate means to offload goods can result in rescheduling of delivery, which can result in an additional cost to the buyer.

Deliveries must be cross-checked, and any damages or shortfall must be reported to the Auraa Design office within 24hrs in writing. Failure to report in time will invalidate the claims.

All furniture items come flat-packed for self-assembly. Assembly instructions will either come with the goods or will be sent by email. Instructions are generic; therefore, the installation will require knowledgeable and skilled personnel to be able to install the products. It is recommended to use our installation service to save on time of installation.

If you don’t want to look like this gentleman looking confused at the instructions to assemble the furniture, we recommend opting for our installation service. Installation costs will vary depending on the product and location of installation.

At Auraa Design, our installers can assemble our furniture quickly and professionally. From a home office to a large open space office, we have you covered! Our team have the training to install a vast array of furniture, from desks to storage units. The friendly team will deliver, assemble and remove waste to ensure a clean and smooth installation of your furniture. We provide this service nationwide and recommend picking installation to create an efficient installation.

If the installation is opted for, we will keep you informed of the delivery and installation week once the factory processes your order. Closer to that week, we will also confirm the day and a 4 – 6 hour delivery and installation slot. Installations shall be between business hours of Monday – Friday 9:00 am to 5:30 pm. Once the delivery and installation date has been issued, we are unable to reschedule the delivery and installation. If, for some reason, you can’t receive the order on that day or time-slot, please inform us immediately. This will incur you, the buyer, an extra cost for warehousing and rearranging the delivery and installation.

During the installation process, our team will carefully deliver the furniture, unpack and remove all waste and packaging sustainably once the installation is complete. The size of the installation team will depend on the number of products and the type of products. Further, the installers will bring all required equipment and tools to ensure the installation is successful.

If there are damages or shortfalls to the product, the team will quickly inform the Auraa Design office; from which we will take immediate action to investigate the matter and find a solution as soon as possible

Goods once sold cannot be returned for credit. It is not a standard policy to return unwanted goods therefore, it is recommended and advised that goods are purchased with a good understanding of the requirements to avoid returns.

Note that goods are produced from factories across Europe and therefore, returns due to change of mind can result into costly returns as goods will require to be shipped back to manufacturers and therefore, costs of returns can exceed the value of goods and so it is advised goods are purchased at buyers risk and understanding of the specifications.

In event that goods need to be returned, cost of delivery of returns will be advised after obtaining quote from the couriers. Auraa Design gets subsidised costs of delivery to UK based on consolidated costs and hence the cost of returning goods will be much higher than the consolidated consignments. Cost of returns will be calculated based on goods size, volume, weight and any other costs which will be calculated by couriers and advised.

Any delivery costs or installation costs that have been incurred will be non-refundable. Only cost of goods will be taken in to account for credit value.

Goods ordered as specials or bespoke items are non-returnable. Orders once placed cannot be cancelled. Order can also not be cancelled if furniture is under production & made but not delivered.

Changes to orders can be made within 48hrs of placing orders. After that, we will need to contact the respective manufacturer to see if the order can be changed/altered. There may be charges on materials used if goods are in production and any cancellations at that point credit will be issued less cost of materials.

In addition, all products carry a 12-month guarantee (from date of purchase) against defects in materials & workmanship.

Any item that is out of stock when ordered will be placed on backorder; you will be notified by e-mail of the expected delivery date. Should we receive no response from our e-mail within 24 hours, we will assume that you wish to accept the goods on the date as specified. If the delivery date is unacceptable please respond to our e-mail and we will cancel the backorder and either credit your credit card or, if you are an account customer, you will not be invoiced.

Full payment must be made to all orders. Payment can be made online by credit card or by BACS or by cheque. Order will be processed after funds are cleared. Any payment pending must be made prior to delivery of goods. Any delays in payments can result into delays of delivery.