FAQs

AUI GROUP - Frequently Asked Questions (FAQ)

General Product Questions

Q: What materials are your bowls made from?
A: Our centrepiece bowls are crafted from three premium materials: sustainable paulownia wood, high-quality ceramic, and natural marble. Each material is selected for its unique beauty, durability, and character.

Q: Are the bowls food-safe?
A: Yes, our ceramic and marble bowls are sealed and finished to be food-safe for dry items, fruits, or salads. Our paulownia wood bowls are treated with food-safe oils. We recommend hand washing and immediate drying to preserve the integrity of all materials.

Q: Are the marble bowls heavy?
A: Marble is a dense, substantial material. Our bowls have a significant and luxurious feel but are designed with everyday use in mind. The weight will vary depending on the size and style of the piece.

Ordering & Shipping

Q: How much is shipping to the UK?
A: Standard shipping within the UK costs £5.99 and delivery typically takes 2-4 working days after dispatch.

Q: Do you offer international shipping?
A: Yes, we ship worldwide. Standard international shipping costs £23.99 and delivery typically takes 3-17 working days, depending on the destination.

Q: How can I get free shipping?
A: We are pleased to offer FREE standard shipping on all orders over £180, both in the UK and internationally.

Q: How can I track my order?
A: Once your order has been dispatched, you will receive a confirmation email containing your tracking number and a link to monitor your shipment's progress.

Q: Will I have to pay customs charges for an international order?
A: For orders shipped outside the UK, any applicable customs duties, import taxes, or fees are the sole responsibility of the customer. These charges are not included in the product or shipping cost and are determined by your local customs authority.

Returns & Refunds

Q: What is your returns policy?
A: We offer a 45-day money-back guarantee. If you are not completely satisfied with your purchase, you may return it in its original, unused condition with all packaging for a full refund.

Q: Are returns free?
A: Yes, for UK customers. We provide a free prepaid returns label. International customers are responsible for the cost of return shipping.

Q: How long does it take to process a refund?
A: Once we receive and inspect your returned item, we will process your refund to the original payment method within 5-10 business days.

Care & Maintenance

Q: How should I clean my bowl?
A: We recommend hand washing only with a soft cloth and mild soap. Avoid dishwashers, abrasive cleaners, and prolonged soaking. Always dry immediately and thoroughly. For detailed instructions, please see our full Care Guide.

Q: My marble bowl has a dull spot. What is this?
A: Marble is a soft, porous stone. Contact with acidic substances (like lemon juice or vinegar) can cause "etching," which appears as a dull mark. This is a natural characteristic of marble. We recommend using coasters and wiping spills immediately.

Contact & Support

Q: How do I contact customer service?
A: Our friendly team is happy to help! You can reach us via:

  • Email: support@auigroupltd.shop

  • Phone: +44 20 7490 7496 (Mon-Fri, 9:00 AM - 5:00 PM GMT)

  • Post: AUI GROUP, 128 City Road, London, United Kingdom, EC1V 2NX

We aim to respond to all emails within 24-48 business hours.