Shipping policy

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Free Shipping, Crafted with Care

We are delighted to offer free standard shipping on every order to the United States, Canada, Europe, Australia, New Zealand, the Middle East, and most other destinations — no minimum order value, no hidden fees. Every shipment includes free shipping insurance 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 timelines, carriers, costs, and what happens if anything goes wrong along the way.

Shipping Policy at a Glance

Topic Our Policy
Free Standard Shipping Included on all orders to the US, Canada, Europe, AU, NZ, UAE, Saudi Arabia, and most other destinations — no minimum purchase
Free Shipping Insurance Included on every order — covers loss, theft, and damage in transit
Processing — Standard Products 1–3 business days
Processing — Custom / Made-to-Order Up to 16 business days (production & crafting)
Standard Delivery — US & Canada 2–4 weeks (sea freight + final-mile FedEx/UPS, insured)
Standard Delivery — Europe, AU, NZ, UAE, Saudi 3–10 business days (FedEx, UPS, DHL air)
Expedited Delivery 2–6 business days (paid upgrade — email for quote)
Africa, South America, India Custom shipping arrangement — please contact us for a quote
Duties & Taxes — DDP Destinations Covered by Aurorae for US, Canada, UK, EU, AU, NZ, UAE, Saudi Arabia
Damage Report Window 72 hours from delivery (extended consideration for hidden defects)
Cancellation Window Within 24 hours of placement, before processing begins
Carriers FedEx, UPS, DHL, Matson (sea freight)

Free Shipping Insurance — Included on Every Order

Short answer: Every Aurorae order includes free shipping insurance. If your package is lost, stolen, or damaged in transit, we will replace or refund at no cost to you.

We include shipping insurance free on every order, because we want you to shop with complete peace of mind. Coverage includes:

  • Lost packages — Packages marked as lost by the carrier or that fail to arrive within 60 days of shipment
  • 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 all carrier claims 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

Order Type Processing Time
Standard products (default configurations, in stock) 1–3 business days
Custom or made-to-order (size, finish, configuration changes) Up to 16 business days (production & crafting)
Oversized items 1–3 business days + special freight arrangement

Stage 2 — Shipping Transit (after processing is complete)

Destination Standard Transit Expedited Transit Carriers
United States 2–4 weeks 2–6 business days Matson + FedEx / UPS
Canada 2–4 weeks 2–6 business days Matson + FedEx / UPS
Europe 3–10 business days 2–6 business days FedEx, UPS, DHL
Australia & New Zealand 3–10 business days Contact us FedEx, UPS, DHL
UAE & Saudi Arabia 3–10 business days Contact us FedEx, UPS, DHL
Africa, South America, India Custom arrangement Custom arrangement Contact us for quote

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 North America

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 around safety and protection rather than maximum speed:

  • Sea freight via Matson for the long-haul portion — temperature-controlled, low-vibration ocean transit specifically suited to fragile cargo
  • Final-mile FedEx or UPS for delivery to your door — carriers experienced in handling high-value, fragile freight
  • Insured throughout — every shipment is covered by our free shipping insurance from warehouse to your doorstep
  • Reinforced packaging — see our Packaging & Protection section

This service is included free on every order — 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:

  • United States & Canada: 2–4 business days
  • Europe: 3–5 business days
  • Asia Pacific: 2–5 business days
  • Rest of world: 4–6 business days

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.

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

Every fixture is packed with the same level of care that goes into crafting it:

  • 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 all packages
  • Ocean shipping containers with controlled humidity for sea-freight portions

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 — no surprise customs charges — for orders shipped to the US, Canada, UK, EU, AU, NZ, UAE, and Saudi Arabia.

Delivered Duty Paid (DDP) — We Cover Everything

For the destinations listed below, we offer Delivered Duty Paid (DDP) shipping. Aurorae pays all import duties, taxes, and customs fees. You will receive no additional charges from the carrier or customs office:

  • North America: United States, Canada
  • Europe: United Kingdom, France, Germany, Netherlands, Italy, Spain, and most other EU countries
  • Oceania: Australia, New Zealand
  • Middle East: United Arab Emirates, Saudi Arabia

All Other Destinations

For orders shipped to countries not listed above, import taxes, duties, and customs fees may apply and are the responsibility of the recipient. These charges are determined by the destination country's customs office.

Because duty rates vary widely by country and product category, we cannot estimate these charges in advance. We recommend contacting your local customs office for an estimate before placing your order. We provide complete shipping documentation to support smooth customs clearance.

Remote Area Surcharge

If your delivery address is classified as a remote area by the carrier, an additional surcharge may apply. We will always notify you before any extra charge is incurred — your approval is required before we proceed.

Cancellations & Modifications

Short answer: You can cancel or modify your order within 24 hours of placement, 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.

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 monitor every shipment, 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 for international orders): 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 all shipping costs.

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. All shipping costs are 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.

Africa, South America & India — Custom Shipping Arrangements

Short answer: For Africa, South America, and India, our standard shipping service is not currently available, but we can arrange custom shipping. Please contact us before placing your order for a personalised quote.

Due to specific carrier and customs considerations in these regions, we are unable to offer our standard free shipping service. However, we are happy to arrange custom shipping on a case-by-case basis. Please email info@auroraeshop.com with:

  • The product(s) you are interested in
  • Your full delivery address
  • Any time-sensitivity for delivery

We will respond within 12 hours with a custom shipping quote and timeline. For these custom arrangements, additional shipping fees apply and customs duties are the responsibility of the recipient.

Frequently Asked Questions

Does Aurorae offer free shipping?
Yes. Aurorae offers free standard shipping to the United States, Canada, Europe, Australia, New Zealand, the Middle East, and most other destinations, with no minimum purchase required. Expedited shipping is available as a paid upgrade. For Africa, South America, and India, please contact us for a custom shipping quote.

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 to Europe, Australia, New Zealand, UAE, and Saudi Arabia. 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. Every Aurorae order includes free shipping insurance 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?
Not if you're ordering to the US, Canada, the UK, most of Europe, Australia, New Zealand, UAE, or Saudi Arabia — all duties and taxes are included in your checkout price for these destinations. For all other countries, customs fees are the recipient's responsibility.

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. 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 all shipping costs.

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.

Do you ship to Africa, South America, or India?
Our standard free shipping service is not currently available to these regions, but we can arrange custom shipping on a case-by-case basis. Please email us before ordering for a personalised quote and timeline.

Get in Touch

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

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