Shipping policy

Shipping Policy

Last updated: 27 August 2026

Aurora De La Rose delivers orders within South Africa using selected third-party courier and delivery providers.

We carefully package every order before dispatch and aim to provide a smooth and reliable delivery experience.

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1. ORDER PROCESSING

Orders are processed after successful payment has been received and the order has been accepted.

Our standard processing time is:

1–3 business days

Processing time refers to the time required for us to prepare, quality-check and package your order before it is handed to the courier.

Processing times may be longer during:

* Product launches.
* Promotional periods.
* Public holidays.
* High-demand periods.
* Sale events.
* Unexpected operational circumstances.

If there is a significant delay in processing your order, we will communicate with you using the contact information provided with your order.

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2. DELIVERY TIME

After your order has been dispatched, delivery will generally take approximately:

2–5 business days

Delivery times are estimates and may vary depending on:

* Your delivery location.
* Courier capacity.
* Weather.
* Public holidays.
* Remote-area delivery requirements.
* Operational disruptions.
* Other circumstances outside our reasonable control.

The estimated delivery timeframe does not include the order-processing period.

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3. DELIVERY AREAS

We currently offer delivery within the Republic of South Africa.

Certain remote or difficult-to-reach areas may require additional delivery time or charges.

If we are unable to deliver to the address provided, we will contact you using the information supplied with your order.

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4. SHIPPING COSTS

Applicable shipping charges will be displayed during checkout before you complete your purchase.

Shipping costs may vary depending on:

* Delivery location.
* Order size or weight.
* Delivery service selected.
* Promotional offers.

From time to time, Aurora De La Rose may offer free shipping or discounted shipping as part of a promotion.

Any promotional shipping offer will be subject to the terms displayed at the time of the promotion.

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5. ORDER TRACKING

Where tracking is available, tracking information will be provided to you after your order has been dispatched.

Tracking information may take some time to become active after the courier has received the parcel.

Aurora De La Rose is not responsible for delays in tracking information being updated by a third-party courier.

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6. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address at checkout.

This includes:

* Full name.
* Street address.
* Suburb.
* City/town.
* Province.
* Postal code.
* Correct contact number.

Please carefully check your delivery information before completing your order.

If you provide an incorrect or incomplete address and the courier is unable to deliver your order, additional delivery charges may apply where permitted by law.

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7. MISSED DELIVERY

If a courier attempts delivery and nobody is available to receive the order, the courier may:

* Attempt delivery again.
* Contact you to arrange delivery.
* Direct the parcel to an appropriate collection point.
* Return the parcel to the sender.

The specific process will depend on the courier used.

If a parcel is returned to Aurora De La Rose because the customer provided an incorrect address, failed to respond to delivery attempts, or otherwise prevented delivery, additional shipping charges may apply where permitted by law.

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8. DAMAGED PACKAGES

If your parcel appears visibly damaged when delivered, please take photographs of the packaging before opening it where reasonably possible.

After opening the parcel, inspect the products.

If the product has been damaged during delivery, contact us as soon as reasonably possible at:

admin@auroradelarose.com

Please provide:

* Your order number.
* Photographs of the parcel.
* Photographs of the packaging.
* Photographs of the damaged product.
* A description of the damage.

Please retain the packaging and product until we advise you otherwise.

Damaged products will be handled in accordance with our Return & Refund Policy and applicable South African consumer law.

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9. INCORRECT OR MISSING ITEMS

If you receive an item that you did not order, or an item is missing from your order, contact us as soon as reasonably possible.

Please provide:

* Your order number.
* A description of the issue.
* Photographs of the items received.
* Photographs of the packaging where relevant.

We will investigate the issue and provide an appropriate remedy in accordance with our Return & Refund Policy and applicable law.

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10. LOST ORDERS

If your order has not arrived within a reasonable period after the estimated delivery timeframe, please contact us.

We may contact the relevant courier to investigate the shipment.

Please provide your order number and any available tracking information.

Where a parcel is confirmed as lost, Aurora De La Rose will provide the remedy required under applicable law.

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11. COURIER DELAYS

Aurora De La Rose works with third-party delivery providers and cannot guarantee that a courier will deliver within a particular estimated timeframe.

Delivery may be delayed by circumstances including:

* Severe weather.
* Public holidays.
* High courier volumes.
* Road closures.
* Natural disasters.
* Labour disruptions.
* Technical failures.
* Incorrect delivery information.
* Events beyond our reasonable control.

We will make reasonable efforts to assist customers where a courier delay occurs.

Nothing in this policy limits any rights you may have under applicable South African consumer-protection law.

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12. INTERNATIONAL SHIPPING

At this time, Aurora De La Rose does not offer international shipping unless expressly stated otherwise at checkout.

If international shipping becomes available, the applicable destinations, shipping costs, delivery estimates, duties and taxes will be communicated before the order is completed.

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13. PRE-ORDERS

Where Aurora De La Rose offers a product as a pre-order, the product page will clearly indicate that it is a pre-order and provide an estimated fulfilment timeframe.

Pre-order delivery dates are estimates unless expressly stated otherwise.

If a pre-order is significantly delayed, we will communicate the updated timeframe and any applicable customer options in accordance with applicable law.

Where an order contains both pre-order and immediately available products, we may ship the products separately where appropriate.

Any additional shipping arrangements will be communicated to the customer.

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14. PROMOTIONAL PERIODS

During launches, sales, giveaways and other promotional periods, order volumes may increase significantly.

Processing and delivery times may therefore be longer than normal.

Where a promotion has a specific delivery timeframe, that timeframe will be communicated as part of the relevant promotional terms.

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15. DELIVERY AND CONSUMER RIGHTS

Nothing in this Shipping Policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded under South African law.

Aurora De La Rose complies with applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002, where applicable.

Where a mandatory legal requirement conflicts with this Shipping Policy, the applicable legal requirement will prevail.

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16. CONTACT US

If you have questions regarding your delivery or shipping, please contact us:

Aurora De La Rose (Pty) Ltd

Registration Number: 2026/455111/07

Email: admin@auroradelarose.com

Telephone: 081 680 6700

Business Address: 21 Saint Andrews Avenue, Bordeaux, South Africa

Aurora De La Rose

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