FAQs
Frequently Asked Questions
Welcome to Pure Aura! We've compiled answers to our most commonly asked questions to help you. If you can't find what you're looking for, please contact us.
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Orders & Payment |Shipping & Delivery |Returns & Refunds |Products |Account & Privacy |Promotions & Discounts |Customer Service
Orders & Payment
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express) and PayPal. All payments are processed securely.
Is it safe to shop on your website?
Absolutely! We use industry-standard SSL encryption to protect your personal and payment information. Your data is secure and we never store your credit card details.
Can I modify or cancel my order?
If you need to modify or cancel your order, please contact us at support@pureraura.store as soon as possible. If your order hasn't been dispatched yet, we can make changes or cancel it. Once dispatched, you'll need to follow our return process.
Will I receive an order confirmation?
Yes! You'll receive an email confirmation immediately after placing your order. If you don't receive it within a few minutes, please check your spam folder or contact us.
Can I use multiple discount codes?
Only one discount code can be applied per order. If you have multiple codes, use the one that gives you the best discount.
Why was my payment declined?
Payment declines can happen for several reasons: insufficient funds, incorrect card details, security holds by your bank, or expired cards. Please check with your bank or try a different payment method. If the problem persists, contact us for assistance.
Do you save my payment information?
We don't store your complete payment information. If you create an account and choose to save your payment method, only tokenized information is securely stored by our payment processor for faster future checkouts.
Can I change my payment method after ordering?
Unfortunately, we cannot change the payment method after an order is placed. If you need to use a different payment method, you'll need to cancel the order (if not yet dispatched) and place a new one.
Shipping & Delivery
How long does shipping take?
UK orders typically arrive within 3-5 business days with standard delivery. International orders take 5-20 business days depending on your location. Please allow 2-3 business days for order processing.
Do you offer free shipping?
Yes! We offer free standard shipping on UK orders over £50. Shipping costs for other orders are calculated at checkout based on your location and order weight.
Do you ship internationally?
Yes, we ship to most countries worldwide. International shipping costs and delivery times vary by destination and are calculated at checkout.
How can I track my order?
Once your order is dispatched, you'll receive a shipping confirmation email with a tracking number and link. You can also track your order on our Track Order page.
What if my order doesn't arrive?
If your order hasn't arrived within the expected timeframe, please check your tracking information first. If there's an issue, contact us at support@pureraura.store and we'll investigate immediately.
Do you ship to PO Boxes?
We cannot ship to PO Boxes for most items. Please provide a physical street address for delivery.
Can I change my shipping address after ordering?
If your order hasn't been dispatched yet, we may be able to update your shipping address. Contact us immediately at support@pureraura.store. Once dispatched, we cannot change the address.
Do I need to sign for my delivery?
Most deliveries require a signature. If you're not available, the carrier will leave a notice with instructions for redelivery or collection from a local depot.
Will I have to pay customs fees for international orders?
For international orders, you may be responsible for customs duties, taxes, or import fees determined by your country. These are not included in our prices and must be paid to receive your package.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy from the date of delivery. Items must be unworn, unused, with original tags and packaging. For full details, please see our Return Policy.
How do I return an item?
Contact us at support@pureraura.store with your order number and the items you'd like to return. We'll provide return instructions and a return authorization number.
Who pays for return shipping?
If the return is due to our error (wrong item, defective, damaged), we'll provide a free return label. For other returns (change of mind, wrong size), customers are responsible for return shipping costs.
How long does it take to get a refund?
Once we receive and inspect your return, we'll process your refund within 5-7 business days. It may take an additional 5-10 business days for the refund to appear in your account, depending on your bank.
Do you offer exchanges?
We don't offer direct exchanges. If you'd like a different size or colour, we recommend placing a new order for the item you want and returning the original item for a refund.
What items cannot be returned?
Final sale items, personalized products, intimate apparel, digital items, and gift cards cannot be returned. Please see our Return Policy for the complete list.
Can I return a gift?
Yes! Gift recipients can return items following our standard return process. The refund will be issued to the original payment method used for the purchase.
What if I received a damaged or defective item?
Contact us immediately at support@pureraura.store with photos of the damage or defect. We'll arrange a free return and send a replacement or issue a full refund including shipping costs.
Products
Are your product photos accurate?
We strive to display products as accurately as possible. However, colours may vary slightly due to different screen settings and lighting conditions.
How do I know what size to order?
Each product page includes a size guide to help you find the perfect fit. If you're between sizes or unsure, feel free to contact us for personalized sizing advice.
Are your products authentic?
Yes! We only sell 100% authentic products. All items are sourced directly from authorized suppliers and manufacturers.
When will out-of-stock items be restocked?
Restocking times vary by product. You can sign up for restock notifications on the product page, or contact us for more specific information.
How do I care for my products?
Care instructions are included with each product and can also be found on the product page. If you have specific care questions, please contact us.
Do you offer wholesale or bulk discounts?
For wholesale inquiries or bulk orders, please contact us at support@pureraura.store with details about the quantity and products you're interested in.
Are your products eco-friendly or sustainable?
We're committed to sustainability. Look for eco-friendly labels on product pages, or contact us to learn more about our sustainable practices and product sourcing.
Can I request a product that's not in your store?
We love hearing from our customers! If there's a product you'd like to see, please email us at support@pureraura.store with your suggestion.
Account & Privacy
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to track orders, save addresses, and checkout faster in the future.
How do I create an account?
Click on the account icon in the top right corner of our website and select "Create Account." You can also create an account during checkout.
I forgot my password. What should I do?
Click "Forgot Password" on the login page and enter your email address. We'll send you instructions to reset your password.
How do you use my personal information?
We take your privacy seriously. We only use your information to process orders, improve your shopping experience, and send you updates (if you've opted in). For full details, see our Privacy Policy.
Can I update my account information?
Yes! Log into your account and go to "Account Settings" to update your email, password, addresses, and preferences.
How do I delete my account?
If you'd like to delete your account and personal data, please contact us at support@pureraura.store. We'll process your request in accordance with data protection regulations.
How do I unsubscribe from emails?
Click the "Unsubscribe" link at the bottom of any marketing email, or log into your account and update your email preferences. You'll still receive order-related emails.
Is my information shared with third parties?
We do not sell your personal information. We only share data with trusted service providers who help us operate our store (payment processors, shipping carriers). See our Privacy Policy for details.
Promotions & Discounts
How do I use a discount code?
Enter your discount code in the "Discount Code" field at checkout and click "Apply." The discount will be reflected in your order total.
Why isn't my discount code working?
Discount codes may have expiration dates, minimum purchase requirements, or exclusions. Check the terms of your code. If you're still having trouble, contact us for assistance.
Do you offer student or military discounts?
Please contact us at support@pureraura.store to inquire about special discounts for students, military personnel, or other groups.
How can I stay updated on sales and promotions?
Subscribe to our newsletter at the bottom of our website to receive exclusive offers, new product announcements, and sale notifications.
Do you have a loyalty or rewards program?
We're working on launching a rewards program! Subscribe to our newsletter to be the first to know when it's available.
Can I apply a discount code to sale items?
This depends on the specific promotion. Some discount codes can be used on sale items, while others exclude them. Check the terms of your code or contact us for clarification.
Customer Service
How can I contact customer service?
You can reach us by email at support@pureraura.store or through our Contact Us page. We typically respond within 24 hours during business days.
What are your customer service hours?
Our customer service team is available Monday-Friday, 9am-5pm GMT. We're closed on UK bank holidays. We'll respond to messages received outside these hours on the next business day.
Can I speak to someone on the phone?
Currently, we provide support via email for the fastest and most efficient service. This allows us to better assist you with order details and documentation.
I have a complaint. How do I submit it?
We're sorry to hear you're not satisfied! Please email us at support@pureraura.store with details of your concern. We take all feedback seriously and will work to resolve the issue promptly.
How quickly will I get a response?
We aim to respond to all inquiries within 24 hours during business days. During peak periods (holidays, sales), response times may be slightly longer, but we'll get back to you as soon as possible.
Can I visit your physical store?
We're currently an online-only retailer. This allows us to offer competitive prices and serve customers worldwide. All shopping and support is handled through our website.
Do you offer live chat support?
We don't currently offer live chat, but we're exploring this option for the future. For now, email is the best way to reach us for detailed assistance.
Still Have Questions?
If you couldn't find the answer you were looking for, we're here to help! Please contact us:
- Email: support@pureraura.store
- Visit our Contact Us page
We're committed to providing excellent customer service and will get back to you as soon as possible!