Shipping policy

Shipping & Delivery Policy

Last Updated: September 2026

At The Auro Tales, we carefully prepare and package every order to ensure it reaches you in excellent condition. This Shipping & Delivery Policy explains how we process, dispatch, and deliver your purchases.

1. Order Processing

Orders are typically processed within 3-5 business days after payment has been successfully received.

During product launches, promotional periods, holidays, or periods of unusually high order volume, processing may take slightly longer.

If there is a significant delay in processing your order, we will make reasonable efforts to notify you.

2. Delivery Within the UAE

We currently offer delivery across the United Arab Emirates.

Standard UAE delivery generally takes approximately 2–5 business days after dispatch, depending on the delivery location and courier service.

Delivery times are estimates and are not guaranteed. Certain remote locations may require additional delivery time.

3. Delivery Charges

Applicable delivery charges will be displayed at checkout or communicated before your order is confirmed.

From time to time, The Auro Tales may offer promotional free-delivery thresholds or special shipping offers. Any such offer will be subject to the terms communicated at the time of purchase.

4. Delivery Address

Customers are responsible for providing a complete and accurate delivery address and contact information at the time of placing an order.

Please ensure that the following information is correct:

Full name
Mobile number
Building or villa details
Street or area
Emirate
Any relevant delivery instructions

The Auro Tales is not responsible for delivery delays, additional charges, or failed deliveries resulting from incorrect or incomplete information provided by the customer.

5. Tracking

Where tracking is available, tracking details will be provided once your order has been dispatched.

Customers may use the tracking information supplied by the delivery provider to monitor the progress of their shipment.

6. Delivery Attempts

Our delivery partners may contact you using the phone number provided with your order.

If a delivery attempt is unsuccessful because the recipient is unavailable or cannot be reached, the courier may arrange another delivery attempt or return the parcel to us, depending on its procedures.

Additional delivery charges may apply if an order needs to be re-dispatched because of incorrect address details, repeated failed delivery attempts, or circumstances attributable to the customer.

7. Delays

Although we work with delivery partners to provide timely service, delivery times may occasionally be affected by circumstances outside our control, including:

Severe weather
Public holidays
Traffic or transportation disruptions
Courier operational delays
Customs or regulatory procedures
Incorrect or incomplete delivery information
Unforeseen logistical or technical issues

We appreciate your patience in such circumstances.

8. Damaged Packages

We take care to package products securely before dispatch.

If your package arrives visibly damaged, please photograph the package and its contents before disposing of any packaging materials and contact us within 48 hours of delivery.

Please provide your order number together with clear photographs or video of the damage.

We will review the matter and, where appropriate, arrange a replacement, refund, or other suitable resolution in accordance with our Return & Refund Policy.

9. Missing or Incorrect Items

If an item is missing from your order or you receive an incorrect product, please contact us within 48 hours of delivery.

Please include your order number and photographs of the received package and products so that we can investigate the issue promptly.

10. International Shipping

International shipping availability may vary depending on the destination and the products being ordered.

Where international shipping is offered, applicable shipping fees, delivery estimates, customs requirements, duties, taxes, and other charges will be communicated where applicable.

Customers are responsible for any customs duties, import taxes, clearance fees, or other charges imposed by the destination country unless otherwise stated.

The Auro Tales cannot guarantee that all products will be permitted for import into every country.

11. Candles, Fragrances & Personal-Care Products

Certain products may be subject to specific transportation, handling, packaging, or destination restrictions.

We reserve the right to modify, restrict, or cancel shipping of an item where transportation or destination requirements make delivery impractical or unavailable.

12. Custom, Corporate & Private-Label Orders

Customised, corporate gifting, wholesale, and private-label orders may have different processing and delivery timelines from standard retail orders.

Delivery timelines for such orders will be communicated and agreed upon as part of the relevant quotation, purchase order, or project agreement.

Large-volume orders may be shipped in multiple consignments where appropriate.

13. Order Changes & Cancellations

If you need to change your delivery address or cancel an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate changes before an order has been processed or dispatched. Once an order has entered production or been handed to the courier, changes may no longer be possible.

Custom and private-label orders may be subject to separate cancellation and amendment terms.