Customer FAQ


What if the product is out of stock?

If an item is out of stock and you are interested in knowing when it will be back in stock or would like to purchase, please contact us and we will happily let you know the latest updates for out of stock items.

How do I know which size to order for my dog? 

Each designer sizes their items differently, so be sure to measure your dog according to the size reference included on each sized item. If you are still unsure please contact our team and we will be happy to help you find the right fit for your dog. Just email us at with specific questions or for additional information.

How will my order be packaged?

Who says packaging can’t be stylish and eco-friendly! At Aurora pets we believe in responsible packaging, so all of our packaging is plastic free and recyclable.

What if there is an issue with my order? 

If you have any problems placing or receiving your order, please email us at - we're happy to help!

What if I need to return or exchange my order?

Please contact us via the contact form or send us an email at and we will be happy to try and get any issues resolved for you.

How to contact us

For questions or queries, please contact Aurora Pets Customer Services via email at

Please see our contact us page.

What are the payment methods available?

When ordering with Aurora pets you can pay by credit/debit card, Paypal or Apple pay. 

How will my package be delivered?

All orders will be dispatched using Royal Mail or our chosen courier service. Please note that we are unable to dispatch on weekends, bank holidays or any other public holiday.

When goods are in stock please allow up to 5 working days for delivery. If the items are not in stock, we will email you with an estimated delivery date when you place the order.

For Europe please allow up to two weeks for delivery. For worldwide up to three weeks.

Any time or date stated for delivery is an estimate only. Aurora pets make every effort to dispatch goods on time.

Some parcels will require a signature on arrival therefore when ordering you must state a delivery address where someone will be present. In the event that no one is available to sign for the goods and a signature is required, the carrier will leave notification of their delivery attempt with the necessary re-delivery information.

Please note: we cannot be responsible for orders shipped to an incorrect address that we were provided, so please double check your shipping address before you place your order.

What are the postage costs?

Standard delivery is charged at £3.99.

International delivery is charged at £25 standard shipping or £35 for express. We prefer to give you give the best possible value.

We are closed on a weekend so your order will be packaged and shipped to you on Monday if order placed after 12 pm Friday and over the weekend.

*My discount code isn't working

Please note that discount codes will not be applied to sale items, if you have any sale items in your cart along with non sale items, the discount code will be applied to only non-sale products.

Discount codes are usable with a minimum purchase of £30.