Frequently Asked Questions

 

Disclaimer: All policies are subject to change without prior notice. In case of any conflict Terms & Conditions Policy would prevail.

 

WHERE IS AURA STORE LOCATED?

No 16, Goubert Avenue,
Pondicherry – 605001

India Tel: +91- 0413 – 222 48 27
Email : aura@auroservice.com

WHERE CAN I BUY AURA PRODUCTS?

We retail our products exclusively through our Pondicherry outlet and offer online sales through this website and our social media platforms.

Instagram : aura.shoppe
Whatsapp : 9787838598

IS IT SAFE TO USE MY CREDIT CARD ONLINE AT AURASTORE.IN?

Your credit card information is safe with our payment solution provider - Cashfree.

CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING MY ORDER?

If you would like to change your shipping address for an order which you have already placed, we will try to accommodate your requests if we still have the package in our possession. Please contact us (aura@auroservice.com) with your requested change and we will send you an email reply to confirm if we were able to make the change.

Please note that we will not be able to change the address of an order placed for India delivery to International delivery or vice versa since the pricing for India and international deliveries is different from each other.

HOW DO I CHECK THE STATUS OF MY ORDER?

We will send you a shipment confirmation email when your order has been processed and you can follow progress of your shipment by clicking on the tracking number provided.

SHIPPING & PAYMENT

We ship through registered courier companies for orders within India as well as international orders.

International orders: delivered within 12-14 business days.

Domestic orders: delivered within 7-10 business days. (You will see the delivery date for your order at the time of order confirmation.)

Pre-orders: delivery time will be within 60 days.

*Please note that Saturdays, Sundays and Public Holidays are not set as working days for standard deliveries.

SHIPPING CHARGES

Shipping and handling rates vary based on the product, its size and volume, the packaging used and the shipping destination. You will see the final shipping and handling charges at the time of checkout after you provide the shipping address for your order.

Shipping is free for domestic orders above INR 50,000.

DUTIES & TAXES FOR INTERNATIONAL ORDERS

Duties & Taxes for international orders are not included in your order, and are over and above any shipping and handling charges paid at checkout. Most countries charge duties on imported items which are levied at the time of port entry and they vary based on the destination country and the products imported. You will need to pay the applicable duties and taxes directly to the shipping agency (DHL, FedEx etc.) at the time of your order delivery after you receive an invoice by the shipping agent.

TRACKING PACKAGE

Once your order is shipped, we will mail your tracking number along with information about the shipping agency. Orders that have been processed and shipped can be tracked using the consignment/tracking number on the shipping agency’s website.

NON-AVAILABILITY ON DELIVERY

Please provide the complete & accurate shipping address including zip code and a mobile number. This will help us in delivering your order faster. Our delivery partners will attempt to deliver the package more than once before they return it to us.

MODES OF PAYMENT

For shipping to India, we accept all major debit & credit cards (including Mastercard, Visa & American Express) and also provide Net Banking options across major banks. For all international transactions, we accept major Credit Cards (including Mastercard, Visa & American Express) and also provide the option to pay using PayPal with our third party payment gateways.

RETURNS & EXCHANGES

Aura takes great care in delivering products and adheres to the highest quality standards.

As a policy, we do not offer returns or exchanges on products which are delivered in perfect condition as per the order placed. However, if the product is wrongfully delivered (product doesn’t match the item in the order confirmation) or has a genuine quality/manufacturing defect then we are open to extending full refund or re-fulfilling your order.

GENERAL

To return or exchange a product or report damage in transit, please get in touch with us within 48 hours of delivery:
  • by telephone at 9787838598 between 9.00 AM to 5.00 PM IST
  • by email at aura@auroservice.com with your order number, date of transaction, delivery address and image of the wrongfully delivered or defective item.
  • Check the products carefully once you receive them and mention any tampering of the package, missing item or damage/ breakage on the delivery receipt presented by the courier partner.
  • Retain the packaging of the damaged products received.
  • Our team will look into the issue and revert back within 48 working hours.

EXCHANGE & REFUND POLICY

  • Each return or exchange request is handled on a case by case basis and we request you to get in touch with our team for prompt resolution.
  • No refunds would be given if the customer has provided wrong or incomplete shipping address, there are 3 failed delivery attempts by our shipping agency and/or the package is refused by the recipient.
  • In case of International Orders if a customer refuses to pay the Duty as mandated by the respective country of shipment and doesn’t collect his/her order from the Shipping agency (like DHL, Fedex etc.) , then Aura will not be liable to refund any amount for such orders.
  • Products bought online cannot be exchanged or returned in store.
  • Before accepting delivery of any merchandise, please ensure that it is in good condition and has not been tampered with. In case you receive a package, which you believe was damaged in transit, please retain the original packaging (along with price tags, invoices, labels etc.) Additionally, please mention details about the damaged merchandise on the delivery receipt instead of signing it as 'received'.

HOW CAN I CANCEL MY ORDER?

Once you confirm payment of your order, your order cannot be cancelled. You can send us a request mail but we may not be able to support your request unless it is received within the stipulated time frame. Cancellations are solely at the discretion of AURA.

WHEN WILL I RECEIVE A REFUND FOR MY RETURNED PRODUCTS?

Once we receive your returned items, we will issue your credit and send you an email confirmation.

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