Shipping & Returns

Last updated: June 2026

1. Order Processing

All orders are processed within 24 hours of confirmed payment on business days (Monday – Saturday). Orders placed on Sundays or public holidays will be processed the following business day. You will receive a WhatsApp confirmation once your order has been dispatched.

2. Delivery Areas & Timeframes

We deliver across Ghana. Estimated delivery times are as follows:

• Accra (Greater Accra): 1–2 business days
• Kumasi, Takoradi, Cape Coast: 2–4 business days
• All other regions: 3–5 business days

Delivery times are estimates and may vary due to traffic, courier availability, or public holidays. AURA is not responsible for delays caused by third-party delivery services once the parcel has been dispatched.

3. Delivery Fees

Delivery fees vary by location and are communicated to the customer before order confirmation via WhatsApp. Delivery fees are non-refundable except in cases where AURA is at fault (e.g., wrong item sent, defective product).

Free delivery may be offered on qualifying orders during promotional periods. Promotional terms will be stated clearly at the time of the offer.

4. Order Tracking

Once your order is dispatched, our team will send you a WhatsApp update with estimated arrival details. For any delivery enquiries, please contact us at +233 24 271 7999.

5. Returns Policy

We want you to be satisfied with every purchase from AURA. Please read our returns policy carefully before placing an order.

We accept returns in the following cases only:

• The product arrived damaged or broken
• The product is defective or does not spray / function correctly
• You received the wrong product (different from what you ordered)

We do not accept returns in the following cases:

• Change of mind or personal preference after receiving the product
• Fragrance does not match personal expectation of scent (note: fragrance can smell different on skin vs. in a description)
• Products that have been opened and used beyond a brief inspection
• Products not purchased directly from AURA

6. How to Initiate a Return

To initiate a return, please contact us via WhatsApp at +233 24 271 7999 within 7 days of receiving your order. Your message must include:

• Your full name and order details
• A clear photo or short video showing the issue with the product
• A brief description of the problem

We will review your request within 1–2 business days and provide instructions for returning the product if your request is approved. Returns sent without prior approval will not be accepted.

7. Refunds

Once a return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are processed within 5–7 business days and returned to your original payment method:

• Mobile Money: Refunded to your MoMo number
• Card payment: Refunded to the card used at checkout via Paystack
• Cash on delivery: Refunded via MoMo or cash handover, agreed with customer

Delivery fees are not refundable unless the return is due to an error on our part.

8. Damaged in Transit

If your order arrives visibly damaged (e.g., broken bottle, leaking packaging), please photograph it immediately and contact us within 24 hours of receipt. We will arrange a replacement or full refund at no additional cost to you.

9. Contact

For all shipping and returns enquiries, please contact us via WhatsApp: +233 24 271 7999 · customercare@aurahq.store

Business hours: Monday – Saturday, 9:00am – 8:00pm GMT.