FAQ
How do I place an order?
Found something(s) you love? First, place the product(s) in your shopping cart by clicking on the ADD TO CART button. Then, whenever you're done shopping, click "Checkout" and follow the easy instructions to complete your order. Depending on availability and shipping address, purchased order will be shipped from PURE AURA warehouse, located in Los Angeles, CA.
What are my payment options?
We accept Visa, MasterCard or American Express card.
Can I cancel or modify my order?
Once an order has been successfully submitted, it cannot be cancelled or modified. We advise you to follow the return instructions included in your package, or refuse the shipment upon delivery, and it will be returned to our attention. Please allow 7 to 10 business days for your refund to be processed.
Do you charge sales tax?
We charges applicable state, local and county taxes on online transactions. Your on-screen total reflects estimated tax. The actual sales tax will be calculated when your order is shipped and may vary from the estimated tax.
Can I combine discount code?
Discounts cannot be combined. You can use one (1) promo code per order.
What is your refund policy?
For online purchases, we will accept merchandise in its original condition for a refund of the purchase price when accompanied by the original invoice. Full-price merchandise must be returned within 10 days from the date of the original invoice in United States.
Merchandise that has been worn, used, altered or damaged will not be accepted. Returns on these specific items will only be honored if the label remains intact. After verification, we will notify you through email if the merchandise is approved for refund.
How long will I have to wait for a refund?
You should receive your refund within three to four weeks, which takes into account the time required to ship to us, inspection and processing of your return at our facility, and processing of your refund by your credit card company.
Is shipping free?
All orders within the United States $50.00 or higher receive free standard shipping to US domestic locations.
If I paid for shipping and return my item, do I receive a refund on the shipping fee?
No, the shipping fee is non-refundable, unless we shipped an incorrect item or the item has a defect. Returns are not accepted after 15 days from the ship date.
When can I expect delivery of my order?
To estimate the total delivery time for immediately available items, please refer to your tracking number and tracking purchase. Please note that due to sale volume, your order can take up to 5 business days to process before it ships.
How do I track my order once it has been shipped?
An email notification with a tracking number will be sent to you once we ship your order. To check on the status of your shipment, click on the tracking number displayed in the email, or check the My Account on the website.
How do I contact you?
The most efficient way to contact us is to email info@pureaurabeauty.com or call (213)-741-2353. Please note we are available Monday-Friday from 9AM-6PM(PST) excluding holidays.
Refund Policy
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
-Gift cards
-Some health and personal care items that are opened and used.
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you have not received your refund yet, please contact us at info@pureaurabeauty.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged.
If you need to exchange it for the same item, send us an email at info@pureaurabeauty.com and send your item to: 2300 South Hill Street, Los Angeles, California US 90007.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: 2300 South Hill Street, Los Angeles, California US 90007
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a shipping service with tracking or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Pure Aura