AURORA SOFA

Delivery Times:

When it comes to the delivery of your order, here’s what you need to know:

Estimates: Delivery times are estimates only and may vary depending on the specific product you have ordered. While we always strive to deliver orders within the estimated timeframe, delays may occasionally occur due to manufacturing schedules, customs processing, weather conditions, or carrier operations. If you would like an update on your order, please feel free to contact our customer support team at any time.

Order Processing: Orders are typically processed within 2–5 business days after payment has been successfully received. Once your order has been dispatched, tracking information will be provided where available.

Large Items: Bulky items such as furniture, mirrors and larger lighting fixtures are typically delivered within 8–14 weeks . These products are generally transported using specialist freight services to ensure safe delivery.

Smaller Items: Smaller products, including light fixtures, ornaments, tableware and vases, usually have estimated delivery times of 4–6 weeks .

Rugs: Many of our rugs are made to order and generally require approximately 4 weeks from the order date to completion. For a more precise delivery estimate, please contact our customer support team.

Customised Products: Products customised in fabric, colour, size or style require additional production time. Please allow up to an additional 4 weeks beyond the standard estimated delivery timeframe.

Specific Delivery Dates: We are unable to guarantee delivery on a specific date. Any requested delivery dates will be taken into consideration; however, no guarantees can be made.

Shipping Destinations: We currently ship to most countries worldwide. If you are unsure whether we deliver to your location, please contact our customer support team before placing your order.

Shipping Costs: Any applicable shipping charges will be clearly displayed during checkout before payment is completed. Promotional free shipping offers, where available, will be clearly stated on our website.

Packaging: Products are carefully packaged to minimise the risk of damage during transit. Large or fragile items may be secured inside reinforced wooden crates or other protective packaging where appropriate.

For more precise product timeframes, please contact our team via live chat or email for expert advice.

Assembly & Installation:

Please note that we do not provide installation services. Our delivery includes bringing items to the ground-floor entrance of your property but does not include assembly, installation or unpacking.

If your order requires specialist access, lifting equipment or additional delivery arrangements due to the size or weight of the item, it is the customer’s responsibility to organise and cover any associated costs. Customers are also responsible for ensuring that purchased items can safely fit through entrances, hallways, staircases and into the intended room.

Items may arrive with protective packaging to help prevent damage during transit.

International Shipping:

Depending on the product you purchase, your order may be dispatched directly from one of our international manufacturing partners. Large items are typically transported using international freight services to ensure safe delivery and minimise the risk of damage.

Tracking information will be provided whenever available. If you require an update on your shipment, please contact our customer support team.

For international deliveries, customs duties, import taxes or other local charges may apply depending on your country’s regulations. Where applicable, these charges are the responsibility of the customer unless otherwise stated during checkout.

Manufacturing Partners:

We work with carefully selected manufacturing partners located in Albania, Mexico, China and Egypt . Products are dispatched from the manufacturing facility best suited for your order and delivery destination.

Our Liability:

Please inspect your order upon delivery. If you receive goods that are damaged, defective, incorrect or incomplete, please notify us as soon as reasonably possible so we can investigate the issue and provide an appropriate resolution. Providing photographs of any damage will help us process your request more efficiently.

We cannot be held responsible for damage or defects resulting from misuse, negligence, improper installation or actions carried out by the customer or any third party.

If a shipment is refused, not accepted or cannot be delivered due to circumstances within the customer’s control, additional storage, return or re-delivery charges may apply.

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Our refund process is designed to ensure your satisfaction with our products. Here are the key details:

•Requesting a Refund: If you encounter any issues with your purchase, please promptly report them within 48 hours of receiving the item. Provide us with comprehensive information regarding the problem, this must include, images or videos as evidence. In instances where the packaging is damaged, please include photographic documentation.

•Timely Reporting: It's vital to adhere to the 48-hour reporting window; failure to do so will regrettably result in the inability to receive a refund. Our primary commitment is to rectify the issue by means of repair or replacement. If, for any reason, this is not feasible, we will initiate a refund.

•Return Process: Should we request the return of the item, kindly note that you will be responsible for the return shipping costs, as well as any damage incurred during transit. We strongly recommend diligent packaging, accompanied by proof of postage, preferably with insurance coverage. Any damages that have occurred due to the customer refutes the refund process.

•Self-Assembly Products: We kindly request your utmost caution when assembling self-assembly products. Regrettably, we are unable to accept returns or provide replacements for items that have been incorrectly assembled or damaged during assembly. Please be aware the installation is the customers responsibility, once the item has been installed we are longer able to accept the return.

Faulty Items:

Should you receive a faulty item, it is crucial to report it within the initial 48-hour window and return the item to us within 14 days of receipt. Ensure that you provide clear evidence of the fault. Once we confirm the fault upon the return, we will proceed with the refund or replacement as per your preference. If the items have been signed for a report will need to be made to the courier to initiate the refund process.

•Restocking Fee: Please be informed that returns may be subject to a restocking fee ranging from 25-50% of the original product price, depending on the size and nature of the item. This fee is to cover the cost of processing returns and restoring the item to sellable condition.

•Custom Colours / Fabrics: Any sale of a custom colour or fabric is final, these items are fully bespoke and cannot be exchange, refunded or returned.

Please be aware that our refund policy is focused on addressing situations involving incorrect or damaged items, and it does not extend to situations arising from buyer's remorse. Given that our items are bespoke and individually produced, we are unable to accommodate refunds based on buyer's remorse.

Order Cancellation:

We understand that circumstances can change. Here's our order cancellation policy:

• Cancellation Window: You have the option to cancel your order within 24 hours of placing it. To ensure a valid cancellation, please provide your request via email to info@sienadesign.co. No other form of communication will be considered valid for cancellation purposes. Once this window has passed, production begins, and we cannot accommodate cancellations. After an item is shipped, it cannot be canceled. If needed, please refer to our Returns and Refunds policy.

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