Returns & Refunds
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Policies
In accordance with global retail industry standards, we are unable to accept returns or exchanges of products in the following categories: health & beauty (such as skincare, make-up & cosmetics) or other products which are personalised to your order.
Delivery charges are non-refundable unless your return is due to faulty, damaged, or incorrect products.
In case of partial returns, delivery charges will not be refunded, as some items have already been shipped and delivered.
Items purchased from our stores/online in one country are considered non-refundable and non-returnable in any other country. This policy also applies to items purchased by a third party or a reseller on behalf of the customer.
For more details on our returns policies, please visit our Terms & Conditions of Sale page.
Returns Process for Online Purchased Orders
You have 14 days from the date of delivery to return faulty, damaged or incorrectly supplied product.
Arranged pick-up & return
You can arrange for the pick & return of your faulty, damaged or incorrectly supplied items in 4 simple steps:
- Contact: Call our customer service number on {{gcsPhoneNumber}}. Our team will be happy to guide you with the process and next steps.
- Pick-up: A courier will arrange to collect the items you wish to return along with the invoice from the same address your items were delivered to. Items returned should be in the same condition as supplied, in their original packaging. The courier will pick-up your items within 2-4 working days.
- Process: Once the items are collected, our team will perform a quality check prior to issuing your refund. This process is completed within 5 working days.
- Refund: Your bank or card issuer may take an additional 14 working days to process your refund transaction.
We will issue your refund to your credit card or bank account based on the original method of payment.
In the case of faulty, damaged or incorrectly supplied goods, we will give you a full refund through the possible means, excluding any delivery charges you paid for through ordering. In any case you must return the faulty, damaged or incorrect products to us within 14 days in the same condition as supplied.
Please note that the duration is in accordance to the relevant applicable laws in your country, and in case of offers, special conditions are to be applied.
And in the case that the quality check fails on your returned items, your items will be shipped back to you. This process is completed within 1-5 working days.
Aura Credits
- Any products purchased through credit/debit cards or other supported payment methods are eligible for refund via Aura Credits or to the original payment method.
- Any orders placed through a combination of payment methods (e.g. Card + Aura Credits) will be refunded to their respective original methods.
- Aura Credits refunds are processed instantly to your Aura wallet once the return is approved.
- Once a refund is issued as Aura Credits, it cannot be exchanged for cash or transferred back to a bank card.
- When a customer requests a refund, Aura Credits will be displayed as a primary refund option for all eligible transactions.
Exchanges Process
For hygiene and safety reasons, cosmetics cannot be exchanged. If you have received a faulty, damaged or incorrectly supplied product, please call our customer service on {{gcsPhoneNumber}} to arrange pick-up & return.
Refunds
Subject to the above exclusions, we will process a refund upon receipt of the returned/exchanged products, excluding any delivery charges you paid for through ordering, unless your return is due to faulty, damaged, or incorrect products.
Any refunds given by us in relation to returns/exchanges will be made as follows.
Cancellation
If you wish to cancel your order, you may do so by calling our Customer Services department: {{gcsPhoneNumber}} during working hours and within one hour of having placed it.
If you paid by credit card or debit card, and you have cancelled in accordance with this clause then we will reverse the authorisation or process a refund transaction (as the case may be) as soon as possible but we are not responsible for how long this will take to be reflected on your account as this is dependent on bank processing procedures.
Please note that we cannot accept cancellations outside of the specified periods as the order will have been processed and can only then be cancelled through our returns/refunds process as mentioned above.
Refunds will be done only through the original mode of payment.