Shipping policy

Aurora Budgets Shipping Policy

Last updated: 20 September 2026

Thank you for shopping with Aurora Budgets. This Shipping Policy explains how we prepare, dispatch and deliver physical products purchased through our website.

This policy should be read alongside our Terms of Service and Refund Policy. Nothing in this policy affects your statutory consumer rights.

1. Order processing and production

Many Aurora Budgets products are handmade, assembled to order or personalised. Processing time is the time we need to create, prepare and package your order before it is handed to the delivery provider. It is separate from the delivery time.

The estimated processing or production time for an item will be shown on the relevant product page, at checkout or in your order confirmation. Orders containing several products will normally be dispatched together when every item is ready. The longest processing time in the order may therefore apply to the whole parcel.

Personalised and custom-made products may take longer than ready-made items because they are created using the details selected or supplied by the customer.

Processing times are estimates unless we expressly agree a specific dispatch or delivery date with you. Working days do not include weekends or UK bank holidays.

If an unexpected issue is likely to cause a significant delay, we will contact you using the email address supplied with your order.

2. Checking personalised orders

Please carefully check all names, wording, colours, savings amounts, sizes, hole-punching options and other personalisation details before submitting your order.

If you notice an error, email support@aurora-budgets.co.uk as soon as possible. We will try to help, but we cannot guarantee that an order can be changed once design or production work has begun.

3. Delivery areas

The delivery destinations currently available will be shown at checkout. If the website does not offer a delivery option for your address, please contact us before ordering so we can confirm whether delivery is possible.

We reserve the right to restrict delivery of particular products or order sizes to certain destinations where postal, carrier, customs or operational restrictions apply.

4. Delivery charges

Delivery charges are calculated and displayed at checkout before payment. The cost may depend on the destination, parcel size, weight, value and delivery service selected.

Any free-delivery offer will be subject to the conditions stated with that promotion, including any minimum order value or destination restrictions.

5. Delivery estimates

Available delivery methods and estimated times will be displayed at checkout where possible. Delivery estimates begin after the order has been completed and dispatched, not from the date the order was placed.

Delivery estimates are not guaranteed unless a service is expressly described as guaranteed. Delays may occur during busy periods, severe weather, industrial action, carrier disruption, customs processing or other events outside our reasonable control.

Under UK distance-selling rules, goods will be delivered without undue delay and normally within 30 days after the order is accepted unless a different delivery period has been agreed with you—for example, because a personalised product has a stated production time.

If delivery is materially delayed, please contact us so we can investigate and explain the options available to you.

6. Dispatch confirmation and tracking

Where tracking is included with the selected service, we will send the tracking reference or link to the email address provided with your order after dispatch.

Tracking information may take time to update after a parcel is handed to the delivery provider. Some lower-cost postal services may provide delivery confirmation rather than full journey tracking.

7. Delivery responsibility

Aurora Budgets remains responsible for physical goods until they are delivered to you, or to a person you have identified to receive them, in accordance with applicable consumer law.

If you nominate a carrier, collection service or safe place that was not offered by us, responsibility may pass when the parcel is delivered to that nominated carrier, service or location, where permitted by law.

Please choose safe-place and neighbour-delivery instructions carefully. If a delivery provider confirms that a parcel was left in a place specifically authorised by you, we will consider that information when investigating any reported loss.

8. Accurate delivery information

Customers are responsible for providing a complete and accurate delivery address at checkout. Please check the recipient’s name, building number or name, street, town or city and postcode before placing your order.

If you need to correct an address, email support@aurora-budgets.co.uk immediately. We cannot guarantee that an address can be changed once an order has entered production or been dispatched.

We are not responsible for a failed delivery caused by inaccurate or incomplete information supplied by the customer. If a parcel is returned to us for this reason, we will contact you. We may require payment of reasonable additional postage before sending it again.

We will not resend an order to a different address until the original parcel has been returned to us or the delivery provider has confirmed that it cannot be delivered or recovered.

9. Missed deliveries and uncollected parcels

If nobody is available to receive a parcel, the delivery provider may:

attempt redelivery;
leave it in an authorised safe place;
deliver it to an authorised neighbour; or
take it to a local collection point or delivery office.

Please follow the carrier’s instructions and collect the parcel within the stated period. If an uncollected parcel is returned to us, we may ask you to pay reasonable redelivery costs before it is sent again.

If you no longer want an eligible non-personalised order after it has been returned to us, any refund will be handled in accordance with our Refund Policy and your statutory rights.

10. Delayed or missing parcels

If a parcel has not arrived by the end of its estimated delivery period, please:

check the tracking or delivery-confirmation information;
check any safe place specified for the order;
ask other members of the household and, where appropriate, neighbours; and
contact us at support@aurora-budgets.co.uk with your name and order number.

We will make reasonable enquiries with the delivery provider. Postal and courier services may require a set period to pass before they formally treat a parcel as lost and permit a claim.

If the parcel is confirmed lost, we will offer an appropriate replacement or refund in accordance with your legal rights. You will not be required to pursue the delivery provider directly for a parcel sent using a service arranged by Aurora Budgets.

11. Damaged parcels, missing items or incorrect orders

Please inspect your order as soon as reasonably possible after delivery. If the parcel or its contents are damaged, an item is missing, or you have received the wrong product, email support@aurora-budgets.co.uk promptly.

Please include:

your name and order number;
a description of the problem;
photographs of the item and packaging, where reasonably possible; and
a photograph of the delivery label if the wrong order was received.

Please retain the product and packaging while we investigate, as the delivery provider may request photographs or inspection. This does not affect your statutory rights if a product is faulty, damaged, incorrect or not as described.

12. Orders marked as delivered

If tracking shows that a parcel has been delivered but you cannot find it, please first check:

the delivery photograph or location shown in the tracking;
any nominated safe place;
with other household members;
with immediate neighbours; and
around entrances, porches and outbuildings where appropriate.

If the parcel is still missing, contact support@aurora-budgets.co.uk promptly so we can raise an enquiry with the delivery provider.

13. International delivery

Where international delivery is available, estimated delivery times do not include unexpected customs delays.

Unless checkout expressly states otherwise, the recipient is responsible for any customs duty, import tax, local sales tax, handling fee or other charge imposed by the destination country. Aurora Budgets cannot control these charges and cannot declare an order at a false value or mark a commercial purchase as a gift.

The customer is responsible for ensuring that the ordered products may lawfully be imported into the destination country. If an international parcel is refused, unclaimed or returned because charges were not paid, any refund will be handled in accordance with applicable law and our Refund Policy. Reasonable costs that we are legally permitted to deduct may be taken into account.

14. Digital downloads

Digital products, including printable savings challenges, trackers, inserts and templates, are not physically shipped and do not incur postage charges.

Access or download instructions will normally be provided electronically after successful payment. If you have difficulty accessing a digital purchase, please email support@aurora-budgets.co.uk with your order number.

15. Combining or splitting orders

Orders placed separately are not automatically combined, and separate delivery charges may apply.

We may split an order into more than one parcel where necessary because of product size, availability, production times or delivery requirements. If we choose to split an order, you will not be charged additional delivery costs beyond those agreed at checkout.

16. Cancellations, returns and refunds

Shipping-related cancellations, returns and refunds are handled in accordance with our Refund Policy and your statutory consumer rights.

Please contact us as soon as possible if you wish to cancel an order. Personalised or custom-made items cannot normally be cancelled once production has begun and are generally excluded from change-of-mind cancellation rights, although your rights remain where an item is faulty, damaged, incorrect or not as described.