Frequently Asked Questions
Got a question? We’re here to help. If you can’t find what you’re looking for, contact us at support@aurexio.co.
Orders
How do I place an order?
Choose the product you want, select the colour and size where required, then click “Add to Cart”. You can then review your order and continue securely through checkout.
Can I change my order after placing it?
If you need to change your order, please contact us as soon as possible at support@aurexio.co. We’ll do our best to help, but we cannot guarantee changes once an order has started processing.
Will I receive an order confirmation?
Yes. After placing your order, you should receive an order confirmation email with your order details. Please check your spam or junk folder if you do not see it straight away.
Shipping & Delivery
How long does delivery take?
Orders are usually processed within 1–3 business days. UK delivery then typically takes 3–7 business days after dispatch. Delivery times may vary during busy periods, high demand, courier delays, or circumstances outside our control.
Do you offer free shipping?
Please check our current shipping rates at checkout. We may also run promotions that include free shipping from time to time.
Do you offer tracking?
Where tracking is available, tracking details will be sent to you once your order has been dispatched.
Do you ship outside the UK?
We currently ship within the UK and internationally to selected countries. Shipping availability may vary by product and location. Please check the checkout page for available delivery options.
Where can I read the full shipping policy?
You can read our full Shipping Policy for more information.
Returns & Refunds
Can I return my order?
We want you to feel confident when shopping with Aurexio. If you are not completely happy with your purchase, please check our Refund Policy for full return details, or contact us at support@aurexio.co before sending anything back.
What if my item arrives damaged or incorrect?
If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible with your order number and clear photos so we can review the issue and help resolve it.
How long do refunds take?
Once approved, refunds are usually processed back to your original payment method. Your bank or payment provider may take additional time to show the refund in your account.
Products & Sizing
What makes Aurexio beds different from regular dog beds?
Aurexio beds are designed with comfort, softness, and a sense of security in mind. The plush materials and raised edges help create a cosy space where your dog can curl up, feel supported, and rest more comfortably.
How do I choose the right size?
Check your pet’s sleeping length and choose a size that gives them room to curl up or stretch comfortably. If your pet is between sizes, we recommend choosing the larger size. Please check the individual product page for exact dimensions before ordering.
Are your products safe for dogs?
Our products are selected with pet comfort and everyday use in mind. Please always check the product description, care information, and suitability details before purchase, especially if your dog has specific sensitivities or chewing habits.
Are your products suitable for both dogs and cats?
Some products may be suitable for both dogs and cats. Please check each product description for specific suitability.
How do I care for my product?
Please follow the care instructions shown on the product page or product label. For beds with removable covers, we recommend gentle cleaning to help maintain softness, shape, and comfort.
Payments
What payment methods do you accept?
Available payment options are shown at checkout and may include major debit and credit cards, Shop Pay, Apple Pay, Google Pay, and other supported payment methods.
Can I pay in instalments?
If instalment options are available, they will appear at checkout.
Discounts & Offers
Do you offer a first purchase discount?
From time to time, we may offer discount codes or special promotions. If a discount code is available, enter it at checkout before completing your order.
Do you offer bundle discounts?
Bundle offers may be available from time to time. Please check the product page, cart, or checkout to see any current offers.
Contact & Support
How do I contact Aurexio?
You can contact us at support@aurexio.co. Please include your order number if your message is about an existing order.
When will I receive a response?
We aim to respond as quickly as possible. Response times may vary during busy periods, weekends, or holidays.