Shipping policy

This Shipping & Delivery Policy applies to orders placed with Aurelis Pets, operated by AURELIS NEXUS FZCO.

1. Delivery Area

We currently deliver to eligible addresses within the United Arab Emirates. Availability may depend on the delivery address and logistics coverage.

2. Delivery Charge

Standard UAE delivery is currently offered free of charge where the website displays “Free UAE Delivery” for the relevant order. Any exception or additional delivery charge will be disclosed before the customer completes checkout.

3. Processing and Estimated Delivery Time

Orders are normally prepared for dispatch after successful payment confirmation. Estimated delivery time: 7–15 BUSINESS DAYS. Any delivery estimate is subject to stock, courier operations, address accuracy and circumstances outside our reasonable control. Where applicable law gives the customer a remedy because of material delay, that right is not excluded by this Policy.

4. Order Tracking and Communication

Where tracking information is available, it may be provided by email, SMS, the website or the relevant delivery provider. Customers should ensure that their contact and delivery information is accurate.

5. Incorrect Address or Failed Delivery

If an order cannot be delivered because the customer supplied an incorrect or incomplete address, cannot reasonably be contacted, or repeatedly fails to accept delivery, we may contact the customer to arrange a solution. Additional delivery costs caused solely by customer-provided incorrect information may be charged where permitted and disclosed before redelivery.

6. Delays

If we become aware of a significant delay, we will seek to provide an updated estimate or other appropriate solution. Customers may contact us at aurelisgroup@proton.me regarding overdue orders. Mandatory rights available under UAE consumer law remain unaffected.

7. Damaged, Missing or Incorrect Items

If an order arrives damaged, incomplete or contains an incorrect item, contact us as soon as reasonably possible at aurelisgroup@proton.me and provide the order number and, where useful, photographs showing the issue. We will assess the matter and provide the remedy required by applicable law and our Returns & Refund Policy.