Refund policy

We are currently offering UK only delivery. We are working hard to expand our offering to EU and US (planned by early 2026). More details on delivery in those regions will be provided in due course. 

Cancellation

Please note that once items have been ordered, they cannot be cancelled. This applies to all products, including our standard and Made to Order collections.

Return Policy

We have a 14-day return policy, which means you have 14 days from the date you receive your item to request a return.

To be eligible for a return, the item must be:

  • In the same condition that you received it

  • Unassembled

  • In its original packaging

To start a return, email us at info@auraalcovedesign.com with your order number and reason for return. Our team will guide you through the process.

Important Notes:

  • We do not provide return shipping labels. Buyers are responsible for return postage costs.

  • Items must be packaged securely. Damage caused by poor return packaging may result in a deduction from your refund.

  • If we suspect the item was damaged during assembly, mishandled, or deliberately broken, we reserve the right to deny the return or issue only a partial refund.

  • Refused deliveries will not qualify as valid returns and will incur additional charges.

Return Processing Timeline

Once your returned item is received, please allow 2–3 business days for inspection. If approved, we will issue your refund within 5–10 business days to your original payment method.

Please note: It may take additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at info@auraalcovedesign.com.

Deductions for Damaged or Incomplete Returns

If the item is:

  • Not in its original condition

  • Missing parts

  • Damaged due to improper handling or return packaging

We reserve the right to deduct a portion of the refund to cover repair or replacement costs.

Exceptions / Non-returnable Items

Items from our Made to Order/Demand collection are custom-made and cannot be cancelled or returned once ordered.

If your Made to Order product arrives damaged, please contact us within 48 hours of delivery and provide clear photographs along with your order number at info@auraalcovedesign.com. Our team will assess the damage and offer a suitable solution:

  • A replacement

  • A partial refund

  • A full refund

Damaged Items

If your item arrives damaged (standard or Made to Order), please email us at info@auraalcovedesign.com within 48 hours of delivery with:

  • Your order number

  • Photos of the damage

Our team will assess the issue and may offer:

  • A free replacement

  • A full or partial refund

  • Return shipping costs covered, if we require the item back for inspection

We reserve the right to reject the return if the damage is determined to have occurred after delivery (e.g. during assembly or mishandling).

Exchanges

Due to the high cost of storing and shipping furniture, we do not offer exchanges at this time.

Final Sale/ Clearance Items

Items marked as Final Sale or Clearance are not eligible for return or exchange unless they arrive damaged.

Order Changes

Please double-check your order before completing checkout. We are unable to modify orders after they have been placed — this includes product changes, customisations or shipping/delivery details. This applies to all standard and Made to Order products. 

Contact Us

If you have any questions about returns, cancellations, or damaged items, please do not hesitate to contact us at: info@auraalcovedesign.com