Return Policy
We want you to have a great shopping experience at Aura House of Perfume,
and we offer a 14-day no-quibble guarantee on all products purchased
through Aurahouseofperfume.com. Whether you’re in the UK or an
international customer, please review our return policy below for more
information.
Eligibility for Returns
● Items must be in their original condition, unopened, and unused
complete with undisturbed plastic cellophane wrap.
● Returns must be initiated within 14 days of the delivery date.
● Personalized or customized items are not eligible for return.
Return Process
● To initiate a return, please contact our Customer Service team at
Aurahouseofperfume@gmail.com within 14 days of receiving your
order.
● Our team will provide you with instructions on how to return the item(s)
and the return shipping address.
● Please ensure that the item(s) are securely packaged to prevent any
damage during transit.
Refund Process
● Once we receive the returned item(s) and verify their condition, we will
process the refund.
● Refunds will be issued to the original payment method used for the
purchase.
● Please allow up to 2 – 7 Working Days for the refund to reflect in your
account.
Return Shipping Costs
● The customer is responsible for the return shipping costs, unless the
return is due to an error on our part.
● We recommend using a trackable shipping service to ensure that the
returned item(s) reach us safely.
Exchanges
● We currently do not offer direct exchanges. If you wish to exchange an
item, please follow the return process and place a new order for the
desired item.
Damaged or Defective Items
If you receive any faulty, or damaged items, please contact our Customer
Service team within 24 hours of receiving your order. Here’s what you need to
know:
● Contact Customer Service via email at
aurahouseofperfume@gmail.com
● Do not dispose of any broken items, as we require photographic
evidence and might need the product back to send it to our supplier for
further inspection or claim purposes. Please contact our Customer
Service team for instructions on how to proceed with a damaged item.
● Once the evidence is provided, we will only offer a replacement for the
faulty item.
Incorrect Items:
If you receive an incorrect item in your order, please follow the guidelines
below:
● Do not open the packaging: To ensure a smooth return process, please
do not open the packaging of the incorrect item received.
● Contact our Customer Service team: Reach out to our Customer Service
team within 24 hours of receiving the order to report the issue. You can
contact us via email at aurahouseofperfume@gmail.com
● Provide necessary details: When contacting us, please provide your
order number and a clear description of the incorrect item received.
● Follow our instructions: Our Customer Service team will provide you
with further instructions on how to return the incorrect item. Please
follow these instructions carefully to ensure a smooth return process.
● Return the item in its original condition: Ensure that the incorrect item
is returned to us in its original condition, including the packaging and
any accompanying materials.
Please note that failure to comply with these guidelines may result in
difficulties processing the return and issuing a replacement.
We apologize for any inconvenience caused by receiving an incorrect item,
and we appreciate your cooperation in following our return policy. If you have
any further questions or need assistance, please don’t hesitate to contact our
Customer Service team.
When returning an item, it is important to be aware of how it may affect any
delivery offers you initially received. Here’s what you should know:
● If your initial order qualified for free delivery, returning item(s) may
reduce the remaining order value below the threshold, resulting in a
postage charge of £3.99 deducted from the refund for the returned
item(s).
● This deduction covers the shipping costs initially waived due to the free
delivery offer.
● If you did not qualify for free delivery initially, this condition does not
apply, and the refund amount is not affected by delivery charges.
Please note that our return policy applies to online purchases made through
our website.
If you have any further questions or need assistance, please feel free to reach
out to our Customer Service team. We’re available Monday to Friday from 9:00
am to 5:00 pm.
Email: aurahouseofperfume@gmail.com
Thank you for shopping with Aura House of Perfume!
