Shipping & returns
At AURIA PETS, every order is carefully prepared before being shipped with tracking.
Pre-orders
Some AURIA PETS products may be offered for pre-order.
In this case, the estimated shipping date or period is indicated on the product page at the time of ordering.
This estimate may exceptionally change in the event of delays in production, supply, or receipt of products. If there is a significant change in the announced lead time, we will notify you by email.
Shipping your order
Orders are shipped via La Poste tracked letter.
When your order is shipped, you will receive the information allowing you to track its progress.
The tracked green letter (Lettre verte suivie) specifically allows for delivery tracking, and La Poste currently announces an indicative delivery time of 3 days within Metropolitan France. However, this is an indicative and not a guaranteed timeframe.
Delivery in France 🇫🇷
Delivery is free in France for AURIA PETS orders.
No minimum order is required, unless otherwise stated as part of a specific offer.
International delivery 🌍
AURIA PETS also offers delivery to several countries abroad.
A contribution to shipping costs is requested for orders shipped outside of France. Its amount depends on the destination and is indicated when ordering before payment.
International shipments are sent with tracking. Depending on the destination country, postal tracking may be partial once the parcel is handed over to the local postal operator.
For destinations subject to customs formalities, including certain destinations located outside the European Union, import formalities as well as duties or taxes may apply according to the regulations of the destination country.
Delivery times
The shipping time or date applicable to your order is indicated at the time of purchase, particularly in the case of a pre-order.
Once the order has been shipped, the transit time depends on the destination and postal services.
AURIA PETS remains your point of contact regarding the proper fulfillment of your order. The transfer of responsibility to the carrier cannot be used against the consumer to waive the seller's legal obligations.
Receiving your order
Upon receipt of your package, we invite you to quickly check its condition and that of the products received.
If your order is:
- damaged;
- incomplete;
- different from what was ordered;
- or presents a visible anomaly upon receipt,
please contact us within 3 days of receipt, and if possible as soon as the problem is noted, via our Contact page.
Please indicate your order number and attach, where possible, photographs of the product as well as the packaging in case of transport-related damage.
This reporting period facilitates the processing of your request and any potential claims with the carrier. It does not have the effect of removing or limiting the legal guarantees enjoyed by the consumer.
Right of withdrawal & return
For distance purchases, you generally have a legal period of 14 days from the receipt of your order to inform us of your decision to withdraw, without having to justify your decision. For an order containing multiple goods delivered separately, this period runs from the receipt of the last good.
After informing us of your decision, you have 14 days to return the product(s) concerned.
To submit your request, use our online return portal directly:
→ Request a return or exercise my right of withdrawal
After logging in to your customer account, you will be able to find your order and, depending on its status, request its cancellation or the return of an item.
A confirmation of your request will be sent to you by email.
The direct costs of return related to exercising the right of withdrawal are the responsibility of the customer, unless, in particular, the product is non-compliant, defective, or due to a preparation error on our part.
Returned products must be complete and must not have been handled beyond what is necessary to verify their nature, characteristics, and proper functioning.
In the event of depreciation resulting from excessive handling, the consumer's liability may be engaged under the conditions provided for by the regulations.
The return address as well as the necessary instructions will be provided to you when your request is processed.
To see all applicable terms, please also consult our Refund Policy.
Refund
When a right of withdrawal is validly exercised, AURIA PETS refunds the sums due, including, where they have been charged, the initial standard delivery costs, under the conditions provided for by the regulations.
The refund is made no later than 14 days from the date on which we are informed of your decision to withdraw. For a sale of goods, the refund may however be deferred until the recovery of the products or until you provide proof of their shipment, whichever occurs first.
The refund is made using the same payment method as the one used during the order, unless expressly agreed to use another method that does not entail additional costs.
For more information, consult our Refund Policy.
Need help?
A question regarding your order, a delivery, or a return?
Use our Contact page indicating your order number so that we can assist you more easily.
