Shipping policy

Last updated: 13 August 2026

Scope: This Shipping Policy applies to purchases made from Elm Aura’s online store at elmaura.co.uk by consumers in the United Kingdom.

Carriers: Elm Aura ships with Royal Mail, DPD or Parcelforce; the carrier is chosen at our discretion.
Shipping area: We currently ship only within the UK (UK mainland and standard UK addresses).
Dispatch time: Orders are normally dispatched within 2 business days of payment clearing.
Transit time: Once dispatched, standard UK delivery typically takes 2 business days depending on the service selected at checkout.
Order confirmation and tracking: You will receive an order confirmation email when you place your order and a dispatch email with tracking information when your order leaves our warehouse.

Shipping charges: Shipping costs are calculated and shown at checkout before you confirm your order.
VAT: Elm Aura is not VAT registered. Prices shown are in GBP (£) and do not include VAT. Shipping charges do not include VAT.

Risk: Risk of loss or damage passes to you when we hand the goods to the carrier.
Title: Ownership of the goods passes to you once we have received full payment for the goods.
Delivery within agreed time: If we agree a specific delivery date or period, we will deliver within that time. If no delivery period is agreed, we will deliver within 30 days of the contract unless otherwise agreed.
Failed deliveries: If a carrier attempts delivery and you are not available, they may leave a card with collection instructions. If a parcel is returned to us because of an incorrect address or failed delivery attempts, we will contact you to arrange re‑delivery. Additional shipping charges may apply for re‑delivery.

You are responsible for providing a correct delivery address at checkout. We are not liable for loss or delay caused by incorrect or incomplete address details provided at checkout. If you notice an error in your delivery address, contact us immediately at sales@elmaura.co.uk.

On receipt: Please inspect your order on delivery and contact us within 48 hours of delivery if goods are missing, damaged or incorrect. Provide photos of the damaged goods and packaging and your order number.
Claims: We will investigate and, where appropriate, arrange a replacement, repair or refund in accordance with our Returns & Refunds Policy and the Consumer Rights Act 2015. If the carrier requires a claim, we will assist you with the process.

If you ask the carrier to leave a parcel in a safe place, you accept the risk of loss or damage after the carrier confirms delivery. We recommend selecting a secure delivery address or using tracked services.

If you nominate a third party to receive the goods, delivery is treated as completed once the carrier delivers to that nominated address. We are not responsible for loss or damage after delivery to a nominated recipient.

Not offered: Elm Aura does not currently ship outside the UK. If this changes we will update our site and checkout options.

Some items may be restricted for carriage by certain carriers or to certain destinations. If an item is restricted we will notify you and advise on alternatives or cancel the order and refund you.

Returns address: Returns should be sent to Elm Aura’s business address: 12 Cedar Drive, Loddon, NR14 6LE.
For faulty items we will cover reasonable return postage costs and will advise the return method when you contact us. For change‑of‑mind returns you are responsible for return postage (see our Returns & Refunds Policy).