Shipping policy
Shipping Policy
Last updated: June 2026
At Oak & Aura, we aim to make delivery clear, reliable, and transparent for every customer.
This Shipping Policy explains our order processing times, estimated delivery times, tracking updates, international shipping, customs, failed deliveries, and customer responsibilities.
Oak & Aura is operated by Flixor Ltd, a company registered in England and Wales.
1. Order Processing Time
Orders are usually processed within 1–3 business days.
Business days do not include weekends, public holidays, or bank holidays.
After your order has been processed and dispatched, you should receive a shipping confirmation email with tracking information when available.
Please make sure your email address and delivery details are correct at checkout.
2. Estimated Delivery Times
Estimated delivery times may vary depending on your location, courier service, product availability, fulfilment location, customs checks, and local delivery conditions.
For most supported regions, estimated delivery is typically 5–10 business days after processing.
This estimate may apply to supported delivery locations including the United Kingdom, Europe, the United States, Canada, Australia, New Zealand, and other locations where checkout and delivery are available.
Delivery times are estimates only and are not guaranteed.
During busy periods, holidays, carrier delays, customs checks, or unexpected disruptions, delivery may take longer than usual.
3. Free Shipping
We offer free standard shipping on eligible orders where this option is shown on our website or at checkout.
Available shipping options may vary depending on your location, the products in your order, and the delivery services available at the time of checkout.
Any available shipping costs, delivery methods, or delivery estimates will be shown before you complete your purchase.
4. Fulfilment Locations
Orders may be fulfilled through our trusted fulfilment partners and logistics network.
Depending on product availability and destination, orders may be shipped from different fulfilment locations, including the United Kingdom, Europe, the United States, Asia, or other supported fulfilment regions.
The fulfilment location may vary depending on inventory availability and the most suitable shipping route for your order.
5. Tracking Information
Once your order has been dispatched, you should receive tracking information by email when tracking is available.
Please allow 2–5 business days after dispatch for tracking information to update.
In some cases, tracking may not show movement immediately even if the parcel has already been handed to the courier.
You can track your order using the tracking link in your shipping confirmation email or through our Track Your Order page.
6. Shipping Delays
We do our best to ensure orders are processed and delivered as quickly as possible.
However, Oak & Aura is not responsible for delays caused by circumstances outside our reasonable control.
These may include carrier delays, customs processing, incorrect delivery information, local delivery disruptions, public holidays, weather conditions, high seasonal demand, or events affecting transport and logistics networks.
If your order is delayed, please contact us at info@oak-aura.com and we will help check the available tracking information.
7. Incorrect or Incomplete Delivery Details
Customers are responsible for providing accurate and complete delivery information at checkout.
If an order is delayed, returned, lost, or delivered incorrectly because the customer provided inaccurate or incomplete delivery details, Oak & Aura may not be responsible for the cost of replacement, refund, or reshipment.
If you notice an error in your delivery address after placing an order, please contact us immediately at info@oak-aura.com.
We cannot guarantee that address changes can be made once an order has entered processing, fulfilment, or dispatch.
8. Failed Delivery or Returned Parcels
If a parcel cannot be delivered due to an incorrect address, failed delivery attempt, refusal of delivery, or failure to collect the parcel, it may be returned to the sender or fulfilment location.
If the parcel is returned, we will review the situation and advise you on the next available options.
Additional shipping costs may apply if the order needs to be resent.
Refunds for failed or returned deliveries may be reduced where shipping, handling, return, or carrier charges have already been incurred, unless otherwise required by applicable law.
9. International Orders, Customs, and Duties
Oak & Aura is a UK-based store and may sell to customers in the United Kingdom and other supported international regions.
For orders shipped outside the United Kingdom, customs duties, import taxes, handling fees, or local charges may apply depending on your destination country or region.
These charges are set by local authorities and may be the responsibility of the customer unless stated otherwise at checkout.
Oak & Aura is not responsible for delays caused by customs processing, import checks, local tax rules, or customer failure to pay required customs or import charges.
International customers should review their local import rules before placing an order.
10. Lost or Missing Orders
If your tracking shows that your order has been delivered but you have not received it, please first check around your delivery address, with household members, neighbours, building reception, or your local courier where possible.
If you still cannot locate the parcel, please contact us at info@oak-aura.com with your order number and tracking information.
We will review the available tracking details and help investigate the issue where possible.
11. Multiple Shipments
If your order contains multiple items, they may arrive separately depending on product availability, fulfilment location, or courier routing.
If your items arrive separately, you may receive more than one tracking number.
You will not be charged extra shipping for split shipments unless clearly stated at checkout.
12. Order Changes Before Dispatch
If you need to change your delivery address, product, size, colour, or order details, please contact us as soon as possible at info@oak-aura.com.
We cannot guarantee that changes can be made once an order has entered processing, fulfilment, or dispatch.
13. Contact Information
If you have any questions about shipping, delivery, tracking, or your order, please contact us:
Email: info@oak-aura.com
Phone: +44 7803 00746
Oak & Aura
Operated by Flixor Ltd
Company number: 16069259
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
© 2026 Flixor Ltd. All rights reserved.