At Aura Pilates UK, we specialize in delivering premium, professional-grade Pilates equipment from our European logistics centre directly to your studio or home in the United Kingdom. We prioritize transparency, security, and a seamless delivery experience.

1. Shipping Zones & Costs

• Mainland UK: We offer comprehensive shipping coverage across the entire UK mainland.
• Shipping Rates: We offer Free Standard Shipping on all orders across the UK mainland.
• Delivered Duty Paid (DDP) – No Hidden Fees: Since the UK left the European Union, international shipments often incur surprise charges. Aura Pilates UK operates on a DDP basis for all UK orders. This means:All import VAT (20%), customs duties, and administrative clearing fees are included in the price you pay at checkout.You will not be asked by the carrier or customs to pay any additional fees upon delivery. We handle the entire import process for you.

2. Delivery Timelines & Tracking

We provide realistic delivery windows that account for the specialized handling and international transport required for professional-grade Pilates Reformers.

Standard Lead Time: 6–8 weeks.

• Processing Time: 10–15 business days (Technical calibration, quality control, and reinforced export crating).
• Transit Time: 20–25 business days via international specialized heavy freight (Includes customs clearance and scheduled home delivery).

In-Stock Availability: When an item is explicitly marked as “In Stock” on the product page, the lead time is significantly reduced as the equipment is already manufactured and ready for immediate logistics planning. These orders are prioritized for the earliest possible freight departure.

Order Tracking: As soon as your equipment leaves our logistics centre, you will receive a confirmation email containing a tracking number and a link to our carrier’s portal.

3. Professional Freight Delivery (Curbside)

Due to the professional nature and significant weight of our Reformers (60kg to 95kg / 132lbs to 210lbs), we utilize specialized freight carriers. Please note the following delivery conditions:

• Curbside Delivery Only: Delivery is made to the “curbside” or the threshold of your property (e.g., driveway, garage, or building entrance).
• Inside Access: For insurance and safety reasons, drivers are not authorized to bring equipment inside your home, carry it upstairs, or perform assembly.
• Preparation: We strongly recommend having at least two people available to receive and move the equipment into your premises.
• Delivery Appointment: For all large equipment, the carrier will contact you via phone or SMS 24–48 hours in advance to schedule a specific delivery window.

4. Mandatory Inspection & Damage Protection

Your equipment is insured during transit. To ensure your protection:

• Immediate Inspection: You must inspect the wooden crate or packaging for any signs of damage before signing the delivery note.
• Notation: If the packaging is visibly compromised, you must write “DAMAGED” or provide specific reservations on the driver’s digital or paper delivery slip.
• Reporting: Please report any damage or missing components to hello@aura-pilates-uk.com within 48 hours of receipt with clear photos of the packaging and the product. We will ship replacement parts or a new unit at no extra cost to you.

5. Cancellations & Address Changes

• Address Changes: Requests for address changes must be made within 12 hours of ordering. Once the freight is booked and dispatched from France, rerouting is not possible.
• Cancellations: You may cancel your order for a full refund at any time before it is dispatched. If the order is already in transit, please refer to our Return Policy.
• Delivery Guarantee: If your order has not arrived within 35 business days beyond the estimated delivery date, you are entitled to a full refund or a free reshipment.

6. Returns & Right of Withdrawal

30-Day Guarantee: In accordance with UK consumer regulations and our commitment to excellence, you have 30 calendar days from the date of delivery to return your item.

Free Returns: Unlike many competitors, Aura Pilates UK offers free return shipping. We will organize the professional collection of bulky equipment from your UK address at our expense.

Condition: Products may be returned provided they are undamaged, disassembled for transport, and ideally in their original packaging.

Contact Information

We aim to respond to all enquiries within 24 hours.

• Trading Name: Aura Pilates UK
• Legal Form: Sole Trader
• Owner: Yannick DENNY
• Phone: +44 (0) 7 520 693 489
• Email: hello@aura-pilates-uk.com
• Physical Address: 60 rue François 1er, 75008 Paris, France
• Siren (Registration): 930 573 431
• VAT Number: FR68930573431
• Customer Service Hours: Monday to Friday: 9am – 6pm (Closed on Saturday, Sunday, and Public Holidays).

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