A Warm Welcome to Your Lighting Journey

At AURORAE, we believe that lighting does more than illuminate—it weaves warmth, beauty, and inspiration into your home. We’re thrilled you’ve chosen us to bring that magic to life, and we’re committed to delivering your order with the utmost care and attention. Our shipping policy is designed to wrap you in confidence, ensuring your new lighting fixture arrives safely, on time, and ready to shine. From the moment you place your order to the instant it brightens your space, we’re here to make your experience seamless and joyful.

Free Shipping, Crafted with Care

We’re delighted to offer FREE standard shipping on every order within the United States, as well as to select international destinations, including Europe and Canada. This means you can explore our exquisite lighting collections without worrying about additional shipping costs, letting you focus on finding the perfect piece to light up your world.

Please note: Due to carrier and customs restrictions, we are currently unable to ship to Africa, South America, and India. We’re working to expand our reach and will keep you updated as new destinations become available.

Your Order's Journey: At a Glance

We know you're excited to receive your new lighting. To help you plan, here's a quick overview of our total estimated delivery times.

Total Estimated Delivery Time = Processing Time (1-3 Business Days) + Shipping Time

Item Type Location Total Estimated Delivery Time Notes
Standard Products United States 3 - 11 Business Days
Standard Products Europe & Canada 4 - 13 Business Days
Made-to-Order / Custom All Destinations Approx. 3-4 Weeks Includes up to 16 business days for crafting.
Oversized Items All Destinations Approx. 3-4 Weeks Includes special freight handling.
Expedited Shipping (Custom & Oversized) 2 - 6 Business Days Additional fee applies. Contact us for details.

Please note: Business days are Monday through Friday, excluding public holidays. The timelines above are estimates and can be affected by factors like customs or carrier delays. You'll receive a tracking number to follow your package in real-time.


Special Orders, Handled with Love

We want you to feel fully informed about any unique circumstances that may affect your order:

  • Out of Stock Items: We strive to keep all our beautiful lighting pieces in stock, but occasionally, an item may be temporarily unavailable. If this happens, we’ll reach out via email as quickly as possible to let you know. You can choose to wait for restocking or cancel your order for a full refund. Rest assured, your credit card won’t be charged until your item ships.

  • Custom Light Fixtures: Our bespoke lighting creations are crafted with care by skilled artisans, which means they take a little extra time. Custom orders typically require up to 16 business days for production before shipping. Once shipped, you’ll receive tracking information to follow your unique piece’s journey.

  • Oversized Items: Larger lighting pieces require special handling and may take up to 18 business days to ship via ocean transportation, followed by final delivery through FedEx or UPS. You can generally expect your shipment within 3-4 weeks of your order date. The freight carrier will reach out to arrange a convenient delivery time once your order is in your local area.

  • Expedited Options: Need it sooner? We offer expedited shipping for custom and oversized fixtures, with delivery in as little as 2-6 business days for an additional fee. Please contact us at info@auroraeshop.com to check availability and details.

Packed with Care, Delivered with Trust

Your lighting fixtures are treasures to us, and we treat them as such. Each piece is lovingly packed using high-quality protective materials, like bubble wrap and sturdy corrugated boxes, to ensure it arrives in pristine condition. Every package is clearly labeled “Fragile” to remind handlers to treat it with the care it deserves. We partner with trusted carriers like DHL, FedEx, and UPS, known for their expertise in handling delicate shipments.

International Shipping: A Few Things to Know

For our friends across the globe, we want to ensure a smooth delivery.

  • Taxes & Duties: Import taxes, duties, and customs fees may apply when your order arrives in your country. These charges are the responsibility of the recipient and are not included in your order total. We recommend checking with your local customs office for more details.

  • Remote Area Fees: If your address is considered a remote area by the carrier, an additional delivery fee may apply. We will always contact you in advance if this applies to your order, so there are no surprises.

If Something Isn’t Quite Right

We pour our heart into ensuring your order arrives in perfect condition. But if your lighting fixture arrives damaged, please don’t worry—we’re here to make it right. Simply reach out to us at info@auroraeshop.com within 48 hours of delivery with photos of the damage and your order number. We’ll promptly arrange a replacement or a full refund, whichever you prefer. Your happiness is our promise.

Changing Your Mind? No Problem

If you need to cancel your order, you can do so at any time before it ships for a full refund, which will be processed within 1-2 business days. If your order has already shipped, a cancellation may not be possible, but please contact us to discuss your options. We’re here to support you every step of the way.

Frequently Asked Questions (FAQ)

How long will it take to receive my order?
For standard items, delivery to the U.S. is typically 3-11 business days, and 4-16 business days for Europe and Canada. Custom and oversized items take approximately 3-4 weeks.

Can I cancel my order?
Yes, you can cancel for a full refund any time before your order ships. If it has already shipped, please contact us to discuss your options.

Will I pay customs fees for international orders?
Yes, import taxes, duties, and customs fees may apply and are the responsibility of the recipient. These vary by country.

What if my order arrives damaged?
Contact us at info@auroraeshop.com within 48 hours with photos, and we will immediately arrange a replacement or a full refund for you.

How can I track my order?
Once your order ships, you’ll receive an email with a tracking number and a link to follow your delivery’s progress.

Is expedited shipping available?
Absolutely! We offer expedited shipping for custom and oversized items for an additional fee. Contact us at info@auroraeshop.com to confirm availability.

A Heartfelt Thank You

At AURORAE, you’re at the heart of everything we do. We know that choosing the perfect lighting can transform your space, and we’re honored to be part of that journey. Your satisfaction is our greatest reward, and we’re committed to making every moment of your experience with us as radiant as the lights you’ve chosen.

Need Help? We’re Always Here for You.

  • Email: info@auroraeshop.com

  • Hours: Monday - Friday, 9 AM to 5 PM (GMT +8)

  • We aim to respond to all inquiries within 24 business hours.