Quick Navigation

• Shipping Policy at a Glance
• Where We Ship
• Free Shipping Insurance
• Processing & Delivery Times
• Standard Shipping Explained
• Expedited Shipping (2–6 Business Days)
• Custom & Made-to-Order Items
• Packaging & Protection
• Order Tracking
• Duties & Taxes — DDP Destinations
• Cancellations & Modifications
• Missing or Delayed Orders
• If Your Order Arrives Damaged (72 hours)
• Address Accuracy
• Frequently Asked Questions
• Contact Us

Free Shipping, Crafted with Care

We are delighted to offer free standard shipping to the 33 countries and regions we serve — no minimum order value, no hidden fees. Shipping insurance is included at no cost, covering loss, theft, and damage in transit.

Because chandeliers and pendants are large, fragile, and high-value items, we have built our shipping process around one priority: your fixture arrives in pristine condition. This page explains our destinations, timelines, carriers, costs, and what happens if anything goes wrong along the way.

Shipping Policy at a Glance

Where We Ship

Short answer: We currently ship to 33 countries and regions. Free standard shipping, shipping insurance and prepaid duties apply throughout.

If your country is not on this list, we are not able to ship to you at present. We add destinations from time to time, so you are welcome to email info@auroraeshop.com and we will let you know if that changes.

Free Shipping Insurance

Short answer: Shipping insurance is included on your order at no cost. If your package is lost, stolen, or damaged in transit, we will replace or refund at no cost to you.

We include shipping insurance at no cost, because we would rather carry that risk than ask you to. Coverage includes:

• Lost packages — Packages marked as lost by the carrier, or that fail to arrive within the timeframe set out under Missing or Delayed Orders below
• Damage in transit — Products damaged during carrier handling (report within 72 hours of delivery)
• Theft after delivery — Packages marked "delivered" by the carrier but not received (report within 7 days of the delivery confirmation date)

You do not need to contact the carrier yourself. Email info@auroraeshop.com with your order number and a description of the issue, and we handle the carrier claim on your behalf — arranging a free replacement or full refund within 1–2 business days.

Processing & Delivery Times

Short answer: Standard products process in 1–3 business days, custom orders in up to 16 business days. Total delivery time = processing + transit.

Your total delivery time = Order Processing + Shipping Transit. Both stages are outlined below.

Stage 1 — Order Processing

Stage 2 — Shipping Transit (after processing is complete)

Business days are Monday through Friday, excluding public holidays. All transit times are estimates and may be affected by customs processing, carrier delays, or weather events. A tracking number will be emailed to you as soon as your order ships.

Standard Shipping Explained — Why 2–4 Weeks for the US and Canada

Short answer: For oversized fragile chandeliers, we use sea freight via Matson with insured handling and final-mile FedEx/UPS delivery. This professional approach takes 2–4 weeks but ensures your fixture arrives in pristine condition. Need it sooner? See expedited shipping below (2–6 business days).

Aurorae chandeliers and pendants typically weigh between 5 and 15 kg, with grand multi-tier designs reaching up to 47 kg. They contain fragile glass and crystal components, and represent a significant investment for our customers. We have therefore built our standard shipping to the US and Canada around safety and protection rather than maximum speed:

• Sea freight via Matson for the long-haul portion — containerised ocean transit
• Final-mile FedEx or UPS for delivery to your door — carriers experienced in handling high-value, fragile freight
• Insured throughout — cover runs from dispatch to your doorstep
• Reinforced packaging — see our Packaging & Protection section

All other destinations ship by air with FedEx, UPS, or DHL, which is why transit there is 3–10 business days rather than 2–4 weeks.

This service is included at no cost to the 33 destinations we serve — no minimum purchase required.

Expedited Shipping — 2–6 Business Days

Short answer: If you need your order quickly, expedited shipping via DHL, FedEx, or UPS air delivers in 2–6 business days. It is a paid upgrade — email us for a quote based on your specific order.

For customers with time-sensitive installation deadlines (renovation projects, gifts, scheduled events), we offer expedited air shipping via premier couriers.

Expedited transit is 2–6 business days, wherever we ship.

Pricing depends on item size, weight, and destination. To receive a tailored quote, please email info@auroraeshop.com with your selected items and shipping address. Quotes are typically provided within 12 hours on business days.

Note: For custom orders, expedited shipping applies only to the transit portion, not the production time. Custom production still requires up to 16 business days before the item can ship.

Custom & Made-to-Order Items

Short answer: Custom items require up to 16 business days for production before they ship. Once dispatched, transit times follow the table above.

Each bespoke piece — whether you've requested a custom size, finish, glass colour, or configuration — is hand-crafted to your specifications. Production typically requires up to 16 business days before your item is ready to ship. Once dispatched, your order follows standard transit times to your destination.

You will receive tracking information by email as soon as your order leaves our facility. For questions about custom returns or replacements, please see our Custom Items Refund Policy.

Packaging & Protection

Fixtures are packed with the same care that goes into making them:

• Reinforced corrugated boxes rated for fragile freight
• Custom-fitted protective inserts immobilising the fixture during transit
• Bubble wrap layering for additional shock absorption
• Individual wrapping for glass and crystal components to prevent contact damage
• Clear "Fragile" labelling on the outer carton
• Containerised ocean freight for the sea portion of transit

We ship exclusively with DHL, FedEx, UPS, and Matson — carriers we trust for their expertise in delicate, high-value freight.

Order Tracking

Short answer: A tracking number and direct link will be emailed to you as soon as your order ships.

Once your order ships, you will receive a confirmation email containing:

• Your carrier's name (FedEx, UPS, DHL, or Matson)
• A trackable tracking number
• A direct link to the carrier's tracking page

You can monitor your shipment at any time through that link. If your tracking has not updated within 5 business days of receiving your shipping confirmation, please contact us at info@auroraeshop.com with your order number and we will investigate directly with the carrier.

Duties & Taxes — DDP Destinations

Short answer: The price you see at checkout is the price you pay. Orders ship Delivered Duty Paid to the 33 destinations we serve.

Delivered Duty Paid

Aurorae pays the import duties, taxes, and customs fees on your order, for the destinations listed in Where We Ship above. Nothing further is collected when your fixture arrives. If a carrier ever asks you for payment, contact us before paying.

We handle the customs paperwork and the duty payment ourselves, so there is no broker to deal with and no invoice to settle before your fixture is released. If a carrier ever contacts you asking for a payment on an Aurorae shipment, email us at info@auroraeshop.com before paying anything — we will take it up with them directly.

Remote Area Deliveries

If your delivery address is classified as a remote area by the carrier, any remote area surcharge is covered by Aurorae. You will not be asked to pay it.

Cancellations & Modifications

Short answer: You can cancel or modify your order at any time before it ships. For standard orders, contact us within 24 hours so we can intercept before processing begins.

You may cancel or modify your order at any time before it ships, subject to the following:

• For standard in-stock orders, please contact us within 24 hours of placing your order to ensure we can intercept it before processing begins.
• For custom and made-to-order items, cancellations requested after production has commenced may not be eligible for a full refund.
• Trade, project, and volume orders follow the terms set out in our Trade, Project & Volume Orders section.

Approved cancellations are refunded in full within 1–3 business days. Once an order has shipped, cancellation is no longer possible — however, your purchase may qualify under our Refund & Return Policy.

To request a cancellation or modification, email info@auroraeshop.com with your order number.

Missing or Delayed Orders

Short answer: If your order hasn't arrived within the expected window, contact us. Our free shipping insurance covers any loss discovered through this process.

We track shipments in transit, but occasional delays can happen due to customs, weather, or carrier backlogs.

• If your order is past the upper end of the expected delivery window: Email us at info@auroraeshop.com. We will investigate with the carrier and provide a status update within 2 business days.
• If your order is significantly delayed (4+ weeks past the expected delivery date): You are entitled to either a full refund or a free reshipment, at your choice. We will process your preference within 3 business days.

Our free shipping insurance covers any loss discovered through this process. You do not need to file a claim with the carrier yourself — we handle that on your behalf.

If Your Order Arrives Damaged (72 hours)

Short answer: Report damage within 72 hours of delivery with photos. We arrange a free replacement or full refund, covering shipping in both directions.

If your fixture arrives damaged, please email info@auroraeshop.com within 72 hours of delivery with:

• Your order number
• Clear photos of the damage
• Photos of the outer packaging (if shipping damage is suspected)

We will arrange a free replacement or issue a full refund — whichever you prefer. Shipping in both directions is covered by Aurorae.

For defects discovered later (during installation or unpacking — "hidden defects") or if circumstances prevented timely notification (travel, illness, delivery while you were away), please still contact us. We review each case individually and in good faith. Manufacturing defects are also covered by our 4-Year Warranty.

Address Accuracy & Delivery Failures

Short answer: Please double-check your shipping address at checkout. Orders correctly delivered to the address you provided are not refundable for address errors.

At checkout, please carefully verify:

• Street address, apartment/unit number
• City, state/province, and ZIP/postal code
• Contact phone number (required by carriers for large items)

If you notice an error, contact us within 24 hours of placement so we can update the address before the order ships.

Orders that are correctly delivered to the address you provided (based on carrier proof of delivery) are not eligible for refund if the address was entered incorrectly. Packages refused at delivery without prior authorisation from our support team are treated similarly. This does not affect the statutory withdrawal rights of EU consumers.

Frequently Asked Questions

Which countries does Aurorae ship to?
We ship to 33 countries and regions across North America, Europe, the Middle East, and Oceania. The complete list is in the Where We Ship section above. If your country is not listed, we are not able to ship to you at present.

Does Aurorae offer free shipping?
Yes. Free standard shipping is included to the 33 destinations we serve, with no minimum purchase required. Expedited shipping is available as a paid upgrade.

How long will it take to receive my order?
For standard in-stock items: allow 1–3 business days for processing, plus 2–4 weeks transit to the US and Canada, or 3–10 business days elsewhere. Custom orders require up to 16 business days production time before shipping. See the full table above for a complete breakdown.

Why does standard shipping to the US take 2–4 weeks?
For oversized fragile chandeliers, we use sea freight via Matson with insured handling and final-mile FedEx/UPS delivery. This professional approach prioritises the safety of your fixture over speed. If you need your order sooner, expedited air shipping is available in 2–6 business days for an additional fee.

Is shipping insurance included?
Yes. Shipping insurance is included at no cost, covering loss, theft, and damage in transit. If your package is lost, stolen, or damaged, we replace or refund at no cost to you.

Will I be charged customs fees or import duties?
No. Orders ship Delivered Duty Paid, so duties and taxes are already included in the price you pay at checkout, for the 33 destinations we serve.

How do I track my order?
A tracking number and direct tracking link will be emailed to you once your order ships. You can also track your parcel directly on the FedEx, UPS, or DHL website at any time.

Can I cancel or modify my order?
Yes — any time before your order ships. For standard orders, please contact us within 24 hours of placing your order. Custom orders cancelled after production has begun may not qualify for a full refund. Trade, project, and volume orders follow the terms in our Refund Policy. Email us at info@auroraeshop.com with your order number.

Can I change my shipping address after ordering?
Yes, provided your order has not yet entered processing. Email us immediately with your order number and updated address.

Is expedited shipping available for custom orders?
Yes — but expedited shipping only applies to the transit portion, not the production time. Custom production requires up to 16 business days before the item can ship. Email us for a custom expedited quote.

What if my order arrives damaged?
Email photos of the damage to info@auroraeshop.com within 72 hours of delivery, along with your order number. We arrange a free replacement or full refund without delay, covering shipping in both directions.

What if my package is lost or never arrives?
If your order hasn't arrived within the expected window, contact us. Our free shipping insurance covers any loss — we handle the carrier claim on your behalf and arrange a free replacement or full refund.

Get in Touch

Our dedicated support team is here to help with any shipping questions:

• Email: info@auroraeshop.com
• Reply Time: Within 12 hours, Monday to Friday
• Related Pages: Refund Policy · 4-Year Warranty · FAQs

All shipping timeframes are estimates and may vary due to public holidays, weather conditions, carrier delays, or customs processing. This policy was last updated September 2026.