1. Processing time
Orders placed before 14:00 local time on a business day are picked, packed and handed to the carrier the same day. Orders placed later, at weekends or on local public holidays are dispatched on the next business day. Made-to-order pieces show a production estimate on the product page — usually 10–14 business days before dispatch.
You will receive a dispatch email with a tracking link as soon as the label is created. If you have not received it within two business days, check your spam folder, then contact us.
2. Rates and delivery times
All prices are in pounds sterling. Delivery times are estimates from dispatch, not from order, and exclude customs handling in destinations where DDP is unavailable.
| Destination | Standard | Express | Free shipping over |
|---|---|---|---|
| the United Kingdom | 1–2 days · £6 | Next day · £14 | £80 |
| European Union (27) | 2–4 days · £9 | 1–2 days · £18 | £80 |
| United Kingdom, Switzerland, Norway | 2–4 days · £12 | 1–2 days · £24 | £100 |
| United States | 2–4 days · £12 | 1–2 days · £25 | £80 |
| Canada | 4–6 days · £14 | 2–3 days · £28 | £150 |
| Australia & New Zealand | 5–8 days · £18 | 3–4 days · £35 | £150 |
| Singapore, Japan, South Korea | 4–7 days · £16 | 2–3 days · £32 | £150 |
| Rest of world | 6–12 days · £24 | 3–5 days · £45 | £200 |
Bulky items such as furniture may carry a surcharge, which is always shown at checkout before payment. We do not inflate product prices to subsidise shipping; the rate you see is the rate we pay the carrier, plus a small packaging contribution.
3. Carriers
We use DHL Express for express and intercontinental shipments, UPS for US domestic and Canada, GLS for EU road freight and PostNord for the United Kingdom and Sweden. The carrier is selected automatically based on destination and service level, and is confirmed in your dispatch email.
4. Duties, taxes and customs
- EU orders: VAT is included in the displayed price. No further charges apply on delivery.
- US orders: we ship DDP. Sales tax and any applicable duties are calculated at checkout and paid by us to US Customs. Parcels under the de minimis threshold may clear without duty; the checkout always shows the final amount.
- UK, Canada, Australia, Singapore and most other destinations: duties and import taxes are collected at checkout and remitted on your behalf, so nothing is due on delivery.
- Destinations where DDP is unavailable: the checkout will say so explicitly and you will be the importer of record. The carrier will contact you for payment before delivery.
Customs authorities may open and inspect parcels. We cannot mark orders as gifts or understate value — that would be unlawful.
5. Tracking
Every parcel is tracked. Your dispatch email contains a link, and you can also track from your order confirmation page using your order number and email address. Tracking can take up to 24 hours to show the first scan. If the tracking has not updated for five business days, contact us and we will open an investigation with the carrier.
6. Delays, lost and damaged parcels
Late: if your parcel is more than three business days past the estimated delivery window, tell us. We will chase the carrier and, if the parcel cannot be located within ten business days, send a replacement or refund you in full.
Damaged in transit: photograph the outer box and the item before discarding any packaging, and contact us within 30 days. We will replace the item at our cost and arrange collection of the damaged one.
Marked delivered but not received: please check with neighbours, your building reception and the local depot first. If it still cannot be found, contact us within 14 days of the delivery scan and we will investigate; if the carrier cannot provide proof of delivery to your address, we will replace or refund the order.
Refused or uncollected: parcels refused at the door, or not collected from a pickup point within the carrier's holding period, are returned to us. We will refund the product price less outbound shipping and any duties or return freight incurred.
7. Address changes
We can change a delivery address before the order is dispatched — reply to your order confirmation as soon as possible. Once dispatched, only the carrier can redirect a parcel, and some carriers charge for this. We cannot deliver to PO boxes for orders containing furniture, and we cannot split a single order across multiple addresses.
8. Destinations and restrictions
We currently ship to 38 countries across Europe, North America, Asia-Pacific and the UAE. We do not ship to countries subject to EU or UN trade sanctions, and we cannot deliver to freight-forwarding addresses used for resale without prior agreement. If we cannot ship to your country, the checkout will tell you before you pay.
9. Return shipping
Returns within the EU and the US include a prepaid label. For other destinations, return shipping is paid by the customer unless the item is faulty or incorrect. Full details, including the return address, are in our Returns & Refunds Policy.
Need help with a delivery? Email support@aube.com with your order number, or call +44 20 7946 0812, Monday to Friday, Mon–Fri, 09:00–17:00 GMT. We answer every message within one business day.