SHIPPING + RETURNS
D E L I V E R Y
AURA is a Bermuda-based company.
Local orders for delivery in Bermuda are subject to a non-refundable standard delivery fee of $10 island wide
Expect your order to be delivered in 1-3 business days.
I N T E R N A T I O N A L S H I P P I N G P O L I C Y
AURA ships across Canada & the United States. All orders placed online at www.aurabeautyandwellness.com are processed within 48 hours. You will receive an e-mail notification when your products are shipped. If an item is unavailable at the time you place your order, you will be notified about the wait time.
Orders placed internationally (outside of Bermuda), are subject to duties, taxes, tariffs, and other fees per the destination country’s laws and regulations. Orders shipped to countries outside of the US may be subject to import taxes, customs duties, and fees levied by the destination country. We cannot predict the costs of these fees, but they can range up to 30% of the total cost of goods. If customs charges occur, please note that you, the buyer, are 100% responsible for these charges. We, the seller, are not responsible for customs charges. Nor are we responsible for packages that are refused due to high duties and taxes; packages that cannot clear customs due to country restrictions; or any additional package delays. After you receive package tracking, it is your responsibility to track the progress of the package, as you will not always be notified of customs holding your package. If you decide to refuse your package or not pay the duties, it will be sent back to us. Please note, if you choose not to pay duties on import and return the package, we may refund the order less any shipping paid. The cost of shipping is paid directly to the shipping provider, and therefore is not refundable.
Please note that international orders can take up to four weeks to arrive after they are shipped since all orders must pass through customs and this time frame is completely at the discretion of the shipping providers. Once the package has been transferred to the shipping provider, AURA is no longer responsible for other delays that may occur.
Our products + packages are curated by hand, usually within 24 to 72 hours. Please note that orders placed on Fridays after 1 P.M. ADT will be processed the following Monday.
If you have shipping questions about your package, please email us at email@example.com.
O R D E R C A N C E L L A T I O N S
We at AURA work hard to help you get your orders as quickly as possible. As soon as the payment is accepted and the order is confirmed, it is immediately in process to be shipped. This, unfortunately, means NO changes can be made to your order once it is placed.
O R D E R I S S U E S
If you have any problems with your order (not received, not what you were expecting, etc.) PLEASE contact us so that we can make it right. We truly want to please our customers and will always try our hardest to resolve any situations that come up.
If your order arrives damaged or defective, please contact us immediately at firstname.lastname@example.org to enable assistance and resolve the issue. We will happily replace any damaged items, however, a photograph as proof of the damage/defect is required. If an item is missing from your order, please provide a photo of everything you received, as well as the packaging. We ask that you please contact us within 48 hours of receiving your package if an item is missing from your order. With photographic proof, you do not need to go through the return process in order to receive a replacement or a refund. At this time, we are not able to refund items that arrive damaged.
In the unlikely event that a package marked as delivered is missing, we are happy to send a replacement once. Please wait 3 business days before reaching out to us. We recommend also contacting your building manager, front desk, or neighbor to assist with locating the package.
Keep in mind that our products are handmade + 100% natural. Some variation from batch to batch is normal (for example, slight changes in color). This does not have an effect on the product’s efficacy and is safe to use for the duration of their 12-month shelf-life.
R E T U R N P O L I C Y
Due to the intimate nature of our products, we do not offer returns or refunds, however we will exchange any product that is defective at the seller's discretion.