Shipping policy
1. Seller
Shipments are made by Aurea Luxury Lab S.r.l., with registered office at Via Armando Pica 170 E, 41121 Modena (MO), Italy. C.F. and P.IVA 04262050364, REA MO-456214. PEC aurealuxurylab@postecertifica.it — E-mail info@aurealuxurylab.com.
2. Order fulfilment and delivery times
Two stages must be distinguished: fulfilment, namely the preparation of the parcel and its handover to the carrier, and transit, namely the time taken by the carrier to deliver it.
Orders confirmed and paid in full by 11:00 on working days are normally fulfilled on the same day. Orders received after that time are fulfilled on the next available working day. Fulfilment normally takes place within 24-48 working hours of payment confirmation. Saturdays, Sundays and national public holidays are not counted.
The times shown at checkout refer exclusively to transit and run from the time the order is fulfilled, not from the date of purchase. The total delivery time is therefore the sum of the fulfilment time and the transit time indicated for the selected shipping method.
Transit times are provided by the carriers for guidance only and are not guaranteed. We are not liable for delays attributable to carriers, customs operations, strikes, logistics disruptions, adverse weather conditions or other events beyond our control. In such cases, shipment is made on the next available working day.
3. Tracking
When your order is fulfilled, you will receive a confirmation e-mail containing the tracking number, which allows you to monitor the shipment and manage its delivery options on the carrier's official platform.
4. Delivery methods
Shipment is made to the address provided when placing the order. The following methods are available: delivery to the address provided; delivery into the hands of the buyer; collection from an authorised pick-up point, which can be selected via the carrier's official platform accessible from the link contained in the tracking e-mail.
Given the value of the items, delivery requires the presence of the recipient and the signing of the receipt. If you are not certain that you will be able to receive the parcel in person, we recommend selecting collection from an official pick-up point.
5. Transfer of risk and instructions given to the carrier
The risk of loss of or damage to the goods passes to the consumer customer when the customer, or a third party designated by the customer other than the carrier, takes physical possession of the goods.
Where the customer gives the carrier directly instructions that differ from the delivery methods provided for at the time of the order, the risk shall be deemed to have passed at the time such instructions are carried out. This includes, by way of example: leaving the parcel without a signature; leaving it with third parties, at porters' lodges, in entrance halls, courtyards or unattended places; changing the address or the agreed delivery date outside the official tracking platform.
In such cases, the shipping insurance cover does not apply and no refund or replacement is granted for non-delivery, theft of or damage to the parcel.
6. Insurance cover
All shipments are insured for the full value of the item until delivery, subject to the provisions of article 5.
The cover applies on condition that the shipment is managed exclusively through the tracking number provided by Aurea Luxury Lab or by the appointed carrier.
7. Incorrect address, failure to collect and storage
You are responsible for the accuracy and completeness of the shipping details provided. In the event of an incorrect, incomplete or unreachable address, the costs of redelivery, storage or reshipment shall be borne by you.
If the parcel is not collected from the pick-up point within the time limit set by the carrier, or if delivery is refused, the parcel is returned to the sender. Shipping, storage and return-to-sender costs remain payable by the customer and may be deducted from any refund.
8. Inspection upon delivery and transport damage
Upon delivery, please check that the packaging is intact. Any damage, tampering or non-conformity that is immediately apparent must be reported within 48 hours of delivery, stating the order number and attaching photographic or video documentation of the opening of the parcel showing the shipping label, the condition of the packaging and the product.
We recommend recording a continuous, uninterrupted video of the opening of the parcel. Such documentation is required to open an insurance claim with the carrier.
9. Shipments outside the European Union
For shipments to non-EU countries, customs duties, import taxes, local taxes and customs clearance charges are not included in the price of the product or in the shipping costs.
Such charges are borne exclusively by the recipient and are requested directly by the carrier upon delivery or before the parcel is released from customs.
Shipments are made on DAP (Delivered At Place) terms: the customer is responsible for paying customs charges. Refusal or failure to pay such charges may result in delays, storage or return of the parcel to the sender. In such cases, shipping, storage and return costs and any customs penalties are non-refundable and may be deducted from any refund.
We recommend that you check the customs regulations of your country in advance.
10. Returns
The methods and time limits for returning products are governed by the Returns and Refunds Policy.
11. Contacts
Aurea Luxury Lab S.r.l.
Via Armando Pica 170 E, 41121 Modena (MO), Italy
info@aurealuxurylab.com
Customer service Monday to Friday, from 10:00 to 20:00