Shipping Policy

At a glance

1. How an order works

Order placed → Processing, 1–2 business days → Dispatch, with tracking email → Delivery, 5–9 business days

Orders placed after 2:00 p.m. (Lisbon time) on a Friday, or on weekends and public holidays, go into processing on the next business day.

2. Delivery times

Delivery times are counted in business days from the moment your order is dispatched, not from the moment it is placed. The 1–2 business days of processing therefore come on top of the delivery time.

These times are good-faith estimates based on our carriers' actual performance. During peak periods — Black Friday, Christmas, launches of new phone models — and in the event of strikes, bad weather or postal delays, delivery may take longer. If this happens and affects your order, we will let you know by email.

Maximum legal delivery period. In line with Article 18 of the Consumer Rights Directive 2011/83/EU, if we have not delivered your order within 30 days of purchase, you can tell us that you wish to terminate the contract, and we will refund the full amount paid, at no cost to you.

3. Where your order ships from

Aura Carbon® items ship directly from our production partner's facility in China, outside the European Union. The delivery times above already include transit to your country.

Orders with more than one item may arrive in separate parcels, on different days, at no extra cost to you. If you receive part of your order and the rest does not arrive within the stated delivery time, write to us and we will sort it out.

4. Shipping costs

Shipping is free on all orders, to all 27 EU member states, with no minimum purchase. Delivery is door to door, with tracking, handled by our logistics partners and the local postal carriers in your country.

We do not charge handling, packaging or fuel surcharges.

5. VAT, customs duties and fees

The price you see on the website is the final price. It includes VAT and all import charges, which we declare and pay.

This means that, for delivery to an address in the EU, you will never be asked for any additional payment on delivery — no VAT, no customs duties and no customs clearance fees. If a carrier asks you to pay anything for one of our orders, do not pay: take a photo of the notice, send it to info@auracarbon.eu, and we will resolve it directly with the carrier. If you have already paid, we will reimburse you on presentation of the receipt.

6. Order tracking

As soon as your order is dispatched, you will receive an email with the tracking number and a link to follow the delivery. The first tracking scan can take 1–3 business days to appear in the carrier's system — this is normal and does not mean your order has not shipped.

If your tracking shows no updates for more than 7 business days, write to us. We will open a claim with the carrier and, once the loss is confirmed, we will reship the order or refund the full amount, whichever you prefer.

7. Delivery addresses

Please check your address carefully before completing your purchase, including the house or building number, floor and postal code. Once your order has been dispatched, we cannot change the destination.

If you write to us before dispatch, we will correct the address free of charge. If the order is returned because of an incorrect or incomplete address, repeated failed delivery attempts or because it was not collected from the pickup point within the carrier's deadline, section 8 of our Refund Policy applies.

We deliver to residential addresses, business addresses and pickup points in the carrier's network. We do not deliver to PO boxes.

8. Changing or canceling an order

Processing is automated and starts shortly after purchase, so an order that has already been dispatched cannot be stopped. This does not affect your rights: you can tell us that you are withdrawing from the contract at any time within the 14-day legal period and return the order once you receive it, with return shipping paid by us, as set out in our Refund Policy. Alternatively, you can refuse delivery from the courier.

For any change — address, color, model, adding an item — write to us as soon as possible at info@auracarbon.eu, and we will do whatever is still possible.

9. Payment methods

All payments are processed in an SSL/TLS-encrypted environment. We never have access to your full card number.

• Credit and debit cards — Visa, Mastercard, Maestro and American Express, through Shopify Payments
• MB WAY (Portugal)
• PayPal, including card payment through PayPal
• Klarna — deferred or installment payment, subject to approval by Klarna
• Apple Pay and Google Pay

Your order only goes into processing once the payment has been confirmed by the payment service provider.

10. Contact

Velour Commerce LLC — the company that operates Aura Carbon®
A Wyoming limited liability company
30 N Gould St Ste R, Sheridan, WY 82801, United States
Email: info@auracarbon.eu

We reply to all emails within 1–2 business days.