FAQS

How Can I Track My Order?

When your order ships, we send a shipping confirmation email with tracking information where available.

Use the supplied link to follow the carrier’s updates. New tracking information may take time to appear.

If you need help locating or understanding the shipment details, reply to your order confirmation or email support@aurakeepsake.com

How Long Does Delivery Take?

Order processing takes 3–7 business days.

After dispatch, transit takes an estimated 10–15 business days.

Processing and transit are separate stages. Business days exclude weekends and public holidays.

The initial internal handoff to our fulfilment facility occurs within 48 hours after purchase and is included in processing. It does not mean that the order has been dispatched or delivered within 48 hours.

Delivery estimates may be affected by customs inspections, weather, public holidays and carrier operations.

What Are the Shipping Charges?

Available shipping options and applicable charges for your delivery address are displayed at checkout.

Please review them before completing your order.

Can I Change My Order?

Product selections, quantities and shipping options generally cannot be changed after an order is placed.

If you notice an error, email support@aurakeepsake.com immediately with your order number and the requested correction. We will confirm whether it can still be made.

Updating account information does not automatically change an existing order.

Can I Cancel My Order?

You may request cancellation before production begins or the order is shipped, whichever happens first.

Email support@aurakeepsake.com as soon as possible with your order number.

Eligible cancellations receive a full refund to the original payment method within 7 business days after approval.

Once production has begun or the order has shipped, cancellation is no longer available. The published processing period is not a guaranteed cancellation window.

Can I Return an Item Because I Changed My Mind?

You may request an ordinary return within 30 calendar days after receiving your order.

The item must be unused, unworn, in the same condition in which you received it and in its original packaging, with any original tags attached. A receipt, order confirmation or other proof of purchase is required.

Clearance items are excluded from ordinary change-of-mind returns.

You pay the return shipping cost for an ordinary return.

What If My Item Is Damaged, Incorrect or Materially Different from the Advertisement?

Contact support@aurakeepsake.com within 30 calendar days after delivery.

Include:

• Your order number.

• The product name or code.

• A description of the problem.

• Relevant photos, where reasonably available.

• The advertised feature or description that differs from the item received, where applicable.

Once verified, you may choose a return for a full refund or a replacement.

aurakeepsake.com covers the necessary return shipping cost and the shipping cost of an eligible replacement.

These remedies also apply to clearance items. Ordinary-return condition requirements do not exclude a claim about damage or discrepancies present when the item arrived.

Must I Accept a Partial Refund?

No. A partial refund may be offered as an optional resolution only.

You are not required to accept it instead of an eligible return for a full refund or replacement.

For an eligible full refund, ordinary-return deductions do not apply. The refund includes the original shipping charges attributable to the affected item; if the entire order qualifies, the original shipping charges paid for that order are refunded.

Can Return Postage Be Charged Twice?

No. If you pay return postage directly to a carrier, that same charge will not also be deducted from your refund.

For an eligible problem item where aurakeepsake.com covers postage, contact us before arranging the return. We will provide prepaid return details or another arrangement covering the necessary postage.

Where Should I Send a Return?

Email support@aurakeepsake.com before sending anything back.

We will provide return authorization, instructions and the appropriate return address privately by email.

Do not send your purchase to the manufacturer or assume the original parcel address is the correct return address.

How Long Does a Refund Take?

After receiving and inspecting a returned item, we will email you with the refund decision.

Approved refunds are processed to the original payment method within 7 business days after approval. The same processing period applies to approved cancellation and non-delivery refunds.

Your bank or payment provider may require additional time to display the refund.

Do You Offer Exchanges?

We do not offer direct exchanges for ordinary size or style preferences. You may return an eligible item and place a separate order.

A replacement remains available for a verified damaged, incorrect or materially misdescribed item.

What Happens If My Order Never Arrives?

Email support@aurakeepsake.com with your order number and any available tracking information.

We will assist with an investigation through the carrier or shipping service.

If the investigation confirms that the order is lost or delivery cannot be completed, you may choose a replacement shipment at no additional cost or a full refund, including the original shipping charges actually paid for the undelivered order.

No return is required for an item you never received.

Approved refunds are processed to the original payment method within 7 business days after approval.

What If Tracking Says “Delivered” but I Have Not Received the Parcel?

Contact support@aurakeepsake.com with your order number, tracking reference and an explanation of the issue.

We will review the delivery address and ask the carrier or shipping service to check the delivery scan and any available proof of delivery, such as the recorded location, photo or recipient information.

Where relevant, we may ask you to check with household members, building reception or the local delivery office.

We will not refuse an investigation solely because tracking says “delivered”.

If loss or inability to complete delivery is confirmed, the replacement or full-refund options apply.

What If I Forgot to Use a Discount Code?

Email support@aurakeepsake.com as soon as possible with your order number and the code.

We will review whether the code was valid and applicable when the order was placed and whether an adjustment can be made. An adjustment is not guaranteed.

When Will an Out-of-Stock Item Return?

Items from recent collections typically restock within a few weeks, but timing depends on supplier availability and demand.

Where available, sign up for a product-page notification. A specific restock date is not guaranteed.

How Quickly Will Support Reply?

We respond to requests sent to support@aurakeepsake.com within 1 business day and provide updates on the next steps.