Shipping & Returns
AUSTRALIAN & NEW ZEALAND DELIVERY
Free shipping over $150 and Flat rate shipping of $9.95 for orders under $150. (Excludes large furniture*)
Australian orders received before 1pm weekdays will be dispatched on the same day. Excepting weekends, all orders usually ship within 24 hours of payment. We deliver all of our products Australia-wide (excluding large furniture*).
Please note that during Sale periods and over the Christmas/New Year break orders may take longer than usual to dispatch. Deliveries take place Monday to Friday during normal business hours. Our couriers offer a door-to-door service, so please nominate an address where someone will be available to sign for the delivery, otherwise a card with a contact number will be left to arrange collection at a later date. Couriers do not leave parcels unattended. We use carriers that are both convenient and cost-effective, including Australia Post, Toll and other select courier services.
ESTIMATED LOCAL DELIVERY TIMES
- Melbourne: 1-3 business days after dispatch
- Sydney, Adelaide & Canberra: 2-3 business days after dispatch
- Brisbane, Hobart & Perth: 3-4 business days after dispatch
- Perth & Darwin: 5-6 business days after dispatch
Delivery of large furniture excluded from these delivery times*
Please allow up to 10 business days for rural deliveries. Note: Since estimated delivery times cannot be guaranteed, we suggest allowing up to 10 business days after dispatch for all deliveries.
Please note that during Sale periods and over the Christmas/New Year break your parcels may take longer than usual to dispatch. We thank you for your patience.
LARGE FURNITURE DELIVERY (AUS ONLY)
For large furniture orders please contact email@example.com or on 1300 304 269 to arrange delivery for you. We offer either free pick up from our Malvern Store or Moorabbin Warehouse or door to door delivery. We can supply you with a freight quote as prices vary according to location and size of furniture. We are unable to freight large furniture items to WA and NT or internationally.
Flat-rate international Shipping is currently available to Brunei, Canada, China, Hong Kong, India, Indonesia, Ireland, Japan, Malaysia, Philippines, Singapore, South Korea, Sri Lanka, Taiwan, Thailand, United Kingdom, United States and Vietnam. Shipping rates as below for orders under $200, Free shipping over $200. For shipping to different countries, please contact us directly at firstname.lastname@example.org. Our international shipments are sent via Australia Post through Express Post International or Parcel post. For more information on International shipping please contact our customer service team here.
International shipping charges:
|Singapore, Malaysia, Brunei||$15|
|Thailand, Indonesia, Philippines||$15|
|China, Hong Kong, Taiwan||$15|
|Japan, South Korea||$15|
|United States, Canada||$15|
|United Kingdom, Ireland||$15|
|Rest of the world – Please email email@example.com|
ESTIMATED INTERNATIONAL DELIVERY TIMES
Approximately 6-10 business day delivery to metropolitan areas of major cities, however we suggest allowing up to 28 business days after dispatch for all international deliveries. Excludes time in customs if applicable and may be subject to delay due to causes outside of Australia Post's control. Please note we are unable to ship large items internationally eg: Rugs and Furniture.
CUSTOMS, DUTIES AND TAXES
The recipient of an international shipment may be subject to customs brokerage fees, import duties, and taxes after the shipment reaches the destination country. Additional charges are the responsibility of the recipient because we have no control over these government-imposed charges and cannot determine what they may be. Customs policies vary greatly among countries. Please contact your local customs office for information.
Once an order has been dispatched, an email with tracking details will be sent to the customer's nominated email address. For any enquiries relating to tracking an order, please contact the AURA Customer Service Team here.
RETURNS POLICY (Excluding large furniture)
Purchase with the utmost peace of mind. All AURA products purchased from aurahome.com.au are sold with a 30 day, money-back guarantee. If your item(s) prove to be unsuitable for any reason, you can take advantage of our free returns policy via Parcelpoint.
You are also welcome to return your item via Australia Post at your own expense. Please address your return to:
Moorabbin, Victoria, 3189
Order Number / Invoice number required.
LARGE FURNITURE RETURNS
Furniture may be returned for change of mind at the customer's cost through our nominated courier company via our customer service team. The cost of the freight will be deducted off the refund amount, please note furniture must be carefully packaged in the original packaging for a change of mind return.
RETURNS TERMS AND CONDITIONS
To be eligible for a refund, simply return the unopened product in its original packaging within the 30 day money back guarantee period. Return items that have been opened and are unaccompanied by the original packaging and receipt of purchase will not be approved.
Approved refunds cover the original product purchase price.
The 30 day guarantee period will commence from the date the customer receives their product.
Delivery charges will not be refunded
International deliveries please refer to international delivery costs.
FREE RETURNS VIA PARCEL POINT (excludes furniture)
Take advantage of our no-questions-asked, free returns policy via Parcelpoint. AURA has teamed up with ParcelPoint to make returns simple and easy. ParcelPoint is a a 7-day-a-week service that allows you to drop off parcels at trusted participating outlets across Australia. The service is completely secure and trackable, and best of all, it's free! Simply follow these three easy steps:
1. BOOK Follow the simple online process to print your free returns shipping label.
2. LABEL Securely pack your returning items and apply the printed shipping label.
3. RETURN Drop it off at your most convenient ParcelPoint outlet when it suits you.
CLICK HERE TO GET STARTED
When considering whether an item is faulty, please consider the hand-made nature of the product. In the unlikely event where an item is found to be faulty, AURA will provide a replacement (when we are able), or offer a full refund. Returns are processed as quickly as possible, but please allow for up to 28 days. To return goods for exchange or refund please email our customer service team at firstname.lastname@example.org or call 1300 304 269. Note: This policy applies only to products purchased directly online from aurahome.com.au. If you have purchased AURA product from a retail store, you are required to return to that store.
RETURNING GOODS PURCHASED DURING SPEND & SAVE PROMOTIONS
If a customer wishes to return an item purchased during a Spend & Save promotion, any refund will take into account the $50 or $100 discount applied. In addition, if the new total value of the order drops below $150 for Australia (and $200 for International) then free shipping may no longer apply. Similarly, if the new total value of the order drops below $50 then the E-newsletter Sign Up Discount' may no longer apply. It will then be added back before a refund is given.