FAQ

GENERAL

How do I get help?
If you have any questions about something you read here, or need help shopping online with us, please use the contact us form or call 1300 304 269 Monday to Friday between 8.30am and 5pm.

Do you have a retail store? 

Our Aura Home Concept Stores are located as below: 

1371 Malvern Road, Malvern, VIC 3144. Open Monday - Saturday 10am - 5pm. Contact us on 03 9882 6980 or malvern@aurahome.com.au

278 Coventry Street, South Melbourne VIC 3205. Open Monday - Saturday 10am - 5pm & Sunday 10am - 4pm. Contact us on 03 9690 5328 or southmelbourne@aurahome.com.au

Why sign up to our e-newsletter?
Register Now for our e-newsletter and be the first to hear about sale events, special offers, new product releases and $15 off your first order.

PAYMENT & PURCHASING

How do I get help?
If you have any questions about something you read here, or need help shopping online with us, please use the contact us form or call 1300 304 269 Monday to Friday between 8.30am and 5pm.

Is it safe to make credit card payments on your website?
The Aura website uses SSL Encryption and all payments are processed by the eWay Payment Gateway which is tier one PCI DSS compliant. This means Eway adheres to the highest security standards set by Visa and MasterCard. EWAY guarantees that customer and credit card data is secured by military–grade software and encrypted by Ingrian devices to offer the highest level of protection possible.

Can I buy gift cards online?
Yes, you can buy gift cards online at: https://www.aurahome.com.au/gift-card  Gift cards purchased online are able to be used online only.  We also sell gift cards in our Malvern store and these can be in store only.  

How do I know what size I need?
Please refer to individual products for sizing.

Can I send my order as a gift?
Yes, we can send your order your tax invoice is emailed to you at the time of purchasing we do not send invoices with parcels.

Am I able to add or delete items from my order once I have completed the order?
Unfortunately, you're unable to add or delete items from your order. However, you can create a new order. Please use the contact us form or call 1300 304 269 Monday to Friday between 8.30am and 5pm and we will assist wherever possible.

What should I do if my credit card has been declined?
If your credit card has been declined, it's best to talk to your local bank.

Do I need an account to place an order?
No, you don't need an account to place an online order, however by creating an account with us you'll be able to:

  • shop faster
  • manage and track your orders
  • receive exclusive emails offers and previews.

What can I do if I forget my password?
If you've forgotten your password, please go to LOGIN and click 'Forgot your password'.

I have an online shopping account and would like to manage my eNews preferences.
If you already have an online shopping account with us and would like to manage your preferences, simply ‘LOGIN’ to your account, Click ‘Email Preferences’ then Update your preferences and 'Save Changes'.


DELIVERY

COVID-19 UPDATE

Our online shop remains open for Australian shipping only, however you may experience slightly longer dispatch times & Australia Post delivery. 

Our warehouse teams are strictly following Covid-19 safety guidelines and we are ensuring that once placed, your orders are ready to leave the warehouse within 3-5 business days. We have been advised by Australia Post that there are delays within their delivery network due to the increase in demand, a reduction in air freight capacity, and health and safety measures such as social distancing at their facilities. This could mean that your order can take up to 10 business days to be delivered after dispatch. 

Australia Post will no longer require signatures for contact-free delivery. Please be advised that express delivery is not available during this time. 

We greatly appreciate your understanding and patience for the extended delivery times.

Please Enjoy FREE SHIPPING ON ORDERS OVER $150 & FREE EXTENDED 60 DAY RETURNS to shop in the comfort of your own home during this time. 

(Excludes furniture - please see our FURNITURE DELIVERY & RETURNS INFORMATION PAGE)

Our usual delivery times.

How much is delivery?
Delivery is $9.95 flat rate for Australia wide. Free Shipping applies to all orders over $150 in Australia.


How long will delivery take after dispatch?
Typical delivery times expected are:

  • Melbourne - Approximately 1-3 business days
  • Sydney, Adelaide - Approximately 2-5 business days
  • Brisbane, Perth - Approximately 3-7 business days

All areas outside these metro locations please allow up to 8-10 business days. Please note these time frames are estimates and Australia Post endeavours to meet these estimates at all times.

When will my order be dispatched?

Dispatches occur Monday to Friday excluding public holidays.


Do you ship internationally?

Unfortunately due to the COVID-19 pandemic, our International delivery partner is experiencing some delays in shipping international orders. We have made the decision to suspend international shipping until delivery times improve.


Can my item be delivered to a PO Box?
Yes, orders can be delivered to PO Boxes (excluding Rugs and Furniture) 

Does someone need to be home to accept delivery?
Yes, someone needs be available to accept delivery, as Australia Post requires a signature as proof of receipt. Alternatively please select authority to leave at checkout. For your convenience, we suggest having your order delivered to your work address if you are unable to be home during business hours.

How do I track the progress of my delivery?
By close of business on the day your order has been dispatched, you will receive an email from us with full tracking details and information so that you can monitor your order online.


WARRANTY

Are Aura products backed by a warranty?
Yes, all Aura products are backed by a 12 month comprehensive warranty.

What are your warranty terms and conditions?
Aura warrants all goods for a period of 12 months under normal domestic usage, to be free from defects in material and workmanship. Aura’s liability under this warranty is to repair or replace (at its discretion) any part or product covered by this (or any implied) warranty free of charge.

This warranty does not cover:

  • Normal wear and tear 
  • Damage arising from abnormal use, or abuse
  • Damage from commerical use 
  • Products which have not been maintained, or which have been modified
  • Any indirect or consequential loss.

This warranty applies only to the original purchase. Proof of purchase is required. All works carried out by a party under instructions Aura will be covered by the 12 month warranty on workmanship and repair. If the workmanship of the repair is deemed by Aura to be faulty a new item will be provided. All other warranties, express or implied, are excluded.

What do I do if I have a problem?
Aura is committed to the excellence of our products and providing superior customer service. Our customer service team is available to help you with any queries after your purchase. Most issues are resolved within 24 business hours. Contact us at hello@aurahome.com.au if you require any assistance with your product after purchase.