Shipping policy
1. Order Processing and Production
All orders placed on www.aurema.co are printed on demand by our production partner.
The production of a canvas generally takes 2 to 5 business days (excluding weekends and public holidays). This timeframe may exceptionally be extended during periods of high activity or when an additional verification is required.
Once production is complete, your order is handed over to the carrier and shipped to the address provided when placing your order.
The total delivery time therefore includes both the production of your canvas and its transportation.
2. Delivery Areas and Timeframes
Aurema currently delivers to France, all countries within the European Union, as well as the United Kingdom, Switzerland, Norway, Liechtenstein, the United States, Canada and Australia.
Estimated delivery times, including production, are generally as follows:
- Metropolitan France and European Union: 7 to 15 business days
- United Kingdom, Switzerland, Norway and Liechtenstein: 7 to 25 business days
- United States, Canada and Australia: 7 to 25 business days
These timeframes are provided for information purposes only and may vary depending on the destination, carrier, time of year, customs formalities or circumstances affecting the transportation of the order.
When several artworks are ordered at the same time, they may be shipped separately and delivered on different dates.
3. Shipping Costs
Standard shipping is free for all orders delivered within the European Union, with no minimum purchase required.
For other eligible destinations, shipping costs are calculated automatically and displayed before your order is confirmed.
As the United Kingdom, Switzerland, Norway and Liechtenstein are not part of the European Union, they are not covered by the free standard shipping offer within the European Union.
The United States, Canada and Australia are also not covered by this offer.
4. Delivery Method
Orders are shipped to the address provided when your order is confirmed.
It is currently not possible to select a collection point directly on our website. However, depending on the carrier and destination country, your parcel may be delivered to a collection point or locker, particularly following an unsuccessful delivery attempt.
We recommend providing a complete, accurate and easily accessible delivery address.
Some orders may not be eligible for delivery to a P.O. box.
5. Tracking Your Order
As soon as your order is shipped, you will receive an email containing a tracking link or tracking number.
The first tracking information may take up to 24 hours to appear.
For international shipments, several carriers may be involved successively. The carrier making the final delivery may therefore be different from the one that initially handled the parcel.
6. Delivery Delays
If your order has not been delivered after the estimated delivery date, we invite you to check the available tracking information.
If your parcel has still not arrived or the tracking information is no longer updating, contact our team at support@aurema.co and provide your order number.
We will carry out the necessary checks with our production partner and/or the carrier.
A delivery delay does not necessarily mean that the parcel is lost and does not automatically result in a replacement or refund.
This provision does not limit the consumer's rights regarding delivery under applicable law.
7. Lost Parcel or Parcel Marked as Delivered
Where a parcel appears to have been lost during transportation, Aurema will carry out the necessary checks with its production partner and/or the carrier.
Please contact us as soon as possible at support@aurema.co, providing your order number.
If the loss is confirmed, a free replacement or refund will be offered in accordance with the applicable rights.
Where the tracking information indicates that the parcel has been delivered but you have not received it, we first invite you to check with members of your household, neighbours, your building caretaker or directly with the carrier where possible.
Aurema may also carry out checks with the carrier.
The applicable solution will depend in particular on the results of these checks and the rights available to the consumer.
8. Canvas Damaged During Transportation
If your canvas arrives damaged, contact our team at support@aurema.co.
To help us process your request, please provide:
- your order number;
- a photograph of the entire canvas;
- one or more photographs showing the damage;
- where relevant, a photograph of the packaging and its condition upon receipt.
After reviewing your request, we will offer the appropriate solution in accordance with your rights, including replacement, bringing the product into conformity or a refund where the applicable conditions are met.
This procedure does not limit the statutory warranties available to consumers.
9. Delivery Address
The customer is responsible for the accuracy and completeness of the delivery information provided when placing the order.
If you notice an error, contact us as soon as possible at support@aurema.co.
We will attempt to change your address as long as the order has not been shipped, although we cannot guarantee that this will be possible when production or preparation is already underway.
Once the parcel has been shipped, the address may no longer be changed.
Where additional costs result directly from an incorrect or incomplete address provided by the customer, these costs may, where permitted by applicable regulations, remain the customer's responsibility.
10. Taxes, Customs Duties and Import Charges
For orders delivered within the European Union, consumers would not normally be required to pay import-related customs duties for an intra-EU shipment.
For certain deliveries outside the European Union, including to the United Kingdom, Switzerland, Norway, Liechtenstein, the United States, Canada or Australia, customs duties, import taxes or processing fees may be charged by local authorities.
Unless otherwise stated at checkout, these charges are not included in the price of your order and remain the responsibility of the recipient.
The amount depends on the regulations applicable in the destination country. Aurema does not determine these amounts and does not collect them where they are charged directly by the relevant authorities or organizations.
11. Returns and Right of Withdrawal
The terms relating to the 14-day right of withdrawal, returns, damaged products, complaints and refunds are detailed in our Complaints, Returns and Refunds Policy.
The fact that a canvas is printed on demand does not automatically remove the statutory right of withdrawal where it applies.
12. Contact Us
For any questions regarding your order, its production, shipment or delivery:
Aurema
Email: support@aurema.co
To help us process your request more quickly, please provide your order number.