FAQs
How can I contact AuraNox?
You can email us at info@auranox.co.uk where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yes, we ship to most countries worldwide.
Where do you ship from?
We are based in the UK, but ship from our partner facility in Shenzhen, China.
We are also working on soon completing orders from the UK, ensuring faster delivery for our customers.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations before dispatch (often within 12 hours of ordering).
Requests to cancel after this time cannot be accepted, however, your order can be returned for a refund after it is received.
What payment methods do you accept?
We accept all major debit and credit cards (VISA, Mastercard, AMEX), PayPal, Klarna, and Shop Pay. All transactions are securely encrypted.
When will my order be processed?
Orders are processed within 1–3 business days (Monday–Friday), before being dispatched. During holidays or sale periods, please allow extra time.
How long will it take to receive my order?
Orders often arrive within 7-21 days for orders in the UK, EU and US.
As mentioned above, we are aiming to begin dispatching from the UK in the future, so orders will soon arrive within 3-5 days for customers in the UK.
For other regions, delivery times will vary depending on local couriers.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged extra for customs and taxes, beyond the price paid?
No - For UK orders under £135, VAT is already included in the price and no extra charges apply. For orders over £135, additional customs duties and VAT may be payable as required by UK regulations.
The prices shown on our site are in GBP. For UK customers, VAT is included on orders under £135. If your order exceeds this threshold, additional customs duties and VAT may apply.
For customers outside the UK, local import laws will apply. Any duties or taxes are determined by your country’s customs office, and in most cases your courier will notify you if payment is required.
Please note that these charges are the responsibility of the customer and are not covered by us. For more details, we recommend contacting your local customs office.
How do I return an item?
Please contact us at info@auranox.co.uk. For more information, visit Refund policy – AuraNox
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request.
Please contact the card-issuing bank with questions about when the credit will be posted to your account, if you are still yet to receive it, as sometimes there can be a delay in processing this payment by the bank once it has been issued on our side.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.