Orders placed before 1:00 PM ship the same business day. Orders placed after 1:00 PM ship the next business day.
AURA SUPPORT
SHIPPING.
SHIPPING.
RETURNS.
MADE SIMPLE.
Clear answers about delivery, order changes, returns, damaged items and getting support when you need it.
EVERYTHING YOU NEED TO KNOW.
01 — SHIPPING
FROM OUR
FROM OUR
DOOR TO
YOURS.
Fast fulfillment, clear tracking and no waiting on pre-orders. Here’s what to know before your order hits the road.
No. Aura Scents does not pre-sell products. If a product is available for purchase on our website, it’s in stock and ready to ship.
Aura Scents currently ships to Canada and the United States. Available shipping methods and rates are shown at checkout based on your delivery address.
Aura offers free shipping on orders of $30 or more. Once your order qualifies, free shipping will automatically be applied at checkout.
Once your order ships, you’ll receive a shipping confirmation with tracking information. Use the tracking link to follow your package through delivery.
02 — ORDER CHANGES
NEED TO
NEED TO
MAKE A
CHANGE?
Our orders move quickly, so contact us as soon as possible if something needs to change.
Yes, as long as your order has not entered processing or shipped. Contact Aura Support as soon as possible after placing your order and we’ll do our best to accommodate your request.
Once an order has entered processing or has shipped, we can no longer guarantee that changes or cancellations can be made.
CONTACT AURA →
!
WHY TIMING MATTERS
Aura orders are processed quickly. Orders placed before 1:00 PM may ship the same business day, so please contact us as soon as possible if you need to make a change.
03 — RETURNS
SIMPLE.
SIMPLE.
CLEAR.
FAIR.
Here’s what qualifies for a return and what happens once your return arrives back with us.
7
DAYS
Return window from delivery.
01
UNOPENED ONLY
Products must remain unopened.
→
RETURN SHIPPING
Paid by the customer.
SWIPE TO VIEW
→
Unopened products may be returned within 7 days of the delivery date. Products must be unopened and in their original condition to be eligible for a return.
Please contact Aura Support before sending your return so our team can provide the appropriate return instructions.
START A RETURN →Return shipping costs are the responsibility of the customer. Aura Scents does not provide prepaid return labels for standard returns.
Once your return is received, our team will inspect it within 48 hours. If the return meets our eligibility requirements, your refund will then be issued to your original payment method.
After the refund has been issued, the time it takes to appear on your account may vary depending on your bank or payment provider.
If a fragrance has been opened, it cannot be returned due to scent preference.
If you're unsure which fragrance is right for you, we recommend trying our Aura Scent Cards before purchasing. Scent Cards are available individually online, and every online purchase includes 2 complimentary Scent Cards.
EXPLORE SCENT CARDS →
04 — DAMAGED ORDERS
SOMETHING
SOMETHING
NOT
RIGHT?
Damaged, incorrect or missing item? Send us the details and our team will take care of it.
If your order arrives damaged, contact Aura Support as soon as possible with your order number and clear photos of the damaged product and packaging.
Our team will review the issue and, once confirmed, arrange the appropriate replacement or resolution at no additional cost to you.
REPORT A DAMAGED ORDER →If you received a product different from what you ordered, contact Aura Support with your order number and a clear photo of the item received.
Once confirmed, we’ll arrange for the correct product to be sent at no additional cost to you.
CONTACT AURA SUPPORT →If an item is missing from your order, contact Aura Support with your order number and the item that was not included.
Our team will review your order and, once confirmed, arrange the appropriate replacement or resolution.
CONTACT AURA SUPPORT →
05 — DELIVERY ISSUES
AFTER IT
AFTER IT
LEAVES
AURA.
Carrier delays and delivery issues can happen. Here’s what to do if something doesn’t go as expected.
Occasionally, carrier delays can occur after an order has shipped. Check your tracking information first for the latest delivery updates.
If your package appears unusually delayed or the tracking has not updated for an extended period, contact Aura Support with your order number and we’ll help you review the situation.
CONTACT AURA SUPPORT →If your tracking shows that your package was delivered but you can't locate it, first check around the delivery location, with anyone else at the address, and directly with the carrier using your tracking number.
If you still can't locate your package, contact Aura Support with your order number and we’ll help you review the next steps.
CONTACT AURA SUPPORT →If you notice an incorrect shipping address after placing your order, contact Aura Support immediately. If your order has not yet entered processing or shipped, we’ll do our best to update the address.
Once an order has shipped, we may no longer be able to change its destination.
CONTACT AURA SUPPORT →
06 — SUPPORT
WE'RE
WE'RE
HERE TO
HELP.
If you still need help, our support team can point you in the right direction.
The easiest way to reach Aura Support is through our Contact page. If your question relates to an existing order, please include your order number and any relevant details or photos so our team can assist you as efficiently as possible.
CONTACT AURA →
RESPONSE TIME
1–2
BUSINESS DAYS
BUSINESS DAYS
Our team aims to respond to all support inquiries within 1–2 business days. Response times may occasionally be longer during weekends, holidays or periods of unusually high volume.
AURA SUPPORT
STILL NEED
STILL NEED
A HAND?
Have a question about an order, return or delivery? Send us the details and our team will help you from there.
CONTACT AURA →
