Our Delivery Policy sets out delivery destinations, estimated delivery times, shipment tracking and delivery-related issues. Please provide complete and accurate shipping addresses. Notify us promptly if address changes are required. Once a parcel has been dispatched, address modification depends on carrier capabilities. Any additional redelivery fees must be legally justified and disclosed to you.

If an order is delayed, suspected lost, or goods arrive damaged, incomplete or non-conforming to agreement, please contact us. Provide your order number and, where possible, photos of goods and outer packaging. Retaining original packaging assists investigations, but opening-video evidence is not a prerequisite for exercising statutory rights. Carrier investigations do not release us from our legal liability to you.

To the extent permitted by applicable law, custom-made goods with distinct personalisation are not eligible for return or exchange due to change of mind or personal preference. If you wish to modify or cancel an order, contact us at the earliest opportunity. We will assess requests based on product status, completed work and your statutory rights; approval is not guaranteed. Any applicable fees must be justified by contract and law.

If goods arrive damaged, defective, mis-shipped, or non-conforming to confirmed custom specifications, please contact us. In accordance with circumstances and applicable law, we will offer repair, replacement, refund or other statutory remedies. The above-mentioned restriction on returns for personal-reason changes shall not apply to such remedies. Labelling items as “custom” or “final sale” shall not override mandatory statutory consumer rights.

Before returning goods, please contact auaglab@outlook.com to receive correct recipient details and return instructions. Our stated return address is: