Our guarantee policy lasts 60 days from when you receive your order. Within 60 days, if your product is unopened and still in its original seal, and you are unhappy and would like a refund for your product, please email us at support@aurathefragrance.com to receive our return address. We must receive the order within 60 days from the date of original purchase for the refund to be valid.

Please be aware that if the product has been opened from its original sealing then we cannot accept the refund as its a cosmetic product and goes against all health and safety obligations.

It is your obligation to pay the return postage, and we do recommend you opt for tracking and confirmation numbers for verification and efficiency purposes. 

We will refund your entire order (excluding the cost of delivery), as long as all packs purchased are returned. These guidelines were created to keep you satisfied, while at the same time ensuring we can continue to provide a quality product to other happy customers for years to come. 

After complying with the steps above, please allow adequate time for shipping, quality control, and communication with credit card companies and banks as you patiently await your refund. 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. It may take up to 5-10 business days for a refund to reflect in your account.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Subscriptions

If you have a subscription and wish to cancel, you must notify us at least 48 hours before your dispatch date. If you have received your subscription order but request a refund, you must first return your order before we can authorise a refund. Please email us to receive our return address.

Exchange Policy

Damage must be reported within 48 hours from delivery by contacting support@autrathefragrance.com with your order information and a photo showing the damaged item and package.

In cases where a physical product you have purchased is not delivered successfully, we will work with you and the shipping courier to determine the best course of action.

If items were lost by the shipping courier while in transit to you, we will process a claim with the shipping courier and we will gladly provide you with a replacement of the same product(s). In this case, please contact the shipping courier immediately to request their assistance and also email our Customer Care Team at support@aurathefragrance.com with your order information.

If items were lost or stolen after the shipping courier successfully delivered it to you, we are not responsible for replacing or refunding lost or stolen items. You assume liability and responsibility once packages that have been successfully delivered to your shipping address by the courier. In this case, please contact the shipping courier immediately to request their assistance and also email our Customer Care Team at support@aurathefragrance.com with your order information.