FAQ
Welcome to the AAURA LUXE.
Here you'll find answers to some of the most common questions about our products, orders, payments, shipping, returns, and customer support.
If you cannot find the answer you're looking for, please contact our Customer Care team.
GENERAL
What is AAURA LUXE?
AAURA LUXE is a contemporary, digital-first fashion and lifestyle brand offering thoughtfully selected jewelry, fashion accessories, and lifestyle essentials designed around timeless, refined, and effortless style.
The brand is operated by AAURA LUXE JEWELS (SMC-Private) Limited, a registered company in Pakistan.
Where is AAURA LUXE based?
AAURA LUXE is operated from Lahore, Pakistan, with a long-term vision to serve customers across Pakistan, the GCC, and international markets.
What products does AAURA LUXE offer?
Our collection currently focuses primarily on:
Jewelry
Fashion accessories
Lifestyle products
As the brand grows, our collections are planned to expand into:
Handbags
Footwear
Contemporary apparel
Additional lifestyle categories
Product availability may vary by market.
PRODUCTS
How do I know which product is right for me?
Each product page is designed to provide relevant information including product details, specifications, materials, dimensions, and care information where applicable.
If you need additional information before placing an order, please contact our Customer Care team.
Are your products suitable for everyday wear?
Our collections are selected with everyday elegance, comfort, and versatility in mind.
However, product durability and care requirements may vary depending on the material and design. We recommend following the care instructions provided for each product.
How should I care for my jewelry?
To help maintain the appearance of your jewelry:
Avoid direct contact with perfumes and cosmetics
Minimize exposure to water and moisture
Avoid contact with harsh chemicals
Remove jewelry before swimming, bathing, or exercising where appropriate
Store pieces in a dry and suitable place
Keep individual pieces separated to reduce scratching
Please refer to our Product Care Guide for more detailed information.
ORDERS
How can I place an order?
Simply:
Browse our collection
Select your preferred product
Choose the required options, where applicable
Add the product to your cart
Proceed to checkout
Enter your delivery and payment information
Review your order
Confirm your purchase
You will receive an order confirmation after successful submission.
Can I change or cancel my order?
If you need to change or cancel an order, contact us as soon as possible.
We will try to accommodate your request where the order has not yet been processed or dispatched.
Once an order has been dispatched, cancellation or modification may no longer be possible and our Returns & Refunds Policy may apply.
How will I know that my order has been confirmed?
After successfully placing an order, you may receive an order confirmation through email, SMS, WhatsApp, or another available communication channel.
Can I order more than one product?
Yes. You can add multiple products to your shopping cart before completing checkout.
PAYMENT
What payment methods do you accept?
Available payment methods may vary depending on your location and current payment-provider availability.
The payment options available to you will be displayed during checkout.
Is online payment secure?
We use established payment and technology providers to support secure transactions.
Payment information may be processed directly by third-party payment providers according to their own security and privacy practices.
Why was my payment declined?
A payment may be declined due to reasons such as:
Incorrect payment information
Insufficient funds
Bank restrictions
Card restrictions
Payment-provider security checks
International transaction restrictions
If your payment fails, please try an alternative available payment method or contact your bank/payment provider.
SHIPPING
Do you deliver across Pakistan?
Yes. AAURA LUXE aims to provide delivery across eligible locations within Pakistan.
How long does delivery take in Pakistan?
Orders are generally delivered within 3–5 business days after processing and confirmation.
Remote locations, public holidays, weather, courier operations, and other circumstances may affect delivery times.
Do you offer international delivery?
AAURA LUXE may offer delivery to selected international destinations, including eligible GCC and other international markets.
Availability may vary by country.
How long does international delivery take?
International delivery times vary depending on:
Destination country
Courier
Shipping method
Customs clearance
Local delivery conditions
The applicable estimated timeframe will be communicated during checkout or before order confirmation where available.
Are customs duties and taxes included?
International orders may be subject to customs duties, import taxes, VAT, clearance fees, or other destination-country charges.
Unless specifically stated otherwise, these charges are generally the responsibility of the customer.
How can I track my order?
Once your order has been dispatched, tracking information may be provided through email, SMS, WhatsApp, or the relevant courier's tracking system.
You can also use our Track Your Order page where tracking functionality is available.
RETURNS & EXCHANGES
What is your return policy?
Eligible Pakistan orders may generally be returned within 7 days of delivery, subject to the requirements outlined in our Returns & Refunds Policy.
International returns may be subject to different requirements depending on the destination country and applicable law.
Can I exchange an item?
Eligible products may be exchanged for another design or replacement, subject to availability and our Returns & Refunds Policy.
What if I receive a damaged or incorrect item?
Please contact us as soon as possible after delivery.
We may request photographs, videos, your order number, and other relevant information to assess the issue.
Where AAURA LUXE confirms that the item was damaged, defective, or incorrectly supplied, an appropriate resolution may be offered in accordance with our applicable policy and law.
How long does a refund take?
Approved refunds are generally initiated within 5–7 business days after the returned product has been received and inspected.
The time required for funds to appear in your account may vary depending on the payment provider or bank.
ACCOUNT
Do I need an account to place an order?
This depends on the checkout options currently available on our website.
Where guest checkout is available, you may place an order without creating an account.
Creating an account may provide additional convenience for managing orders and customer information.
I forgot my password. What should I do?
Use the Forgot Password option on the login page to request a password reset.
If you continue to experience difficulties, contact Customer Care.
CUSTOMER SUPPORT
How can I contact AAURA LUXE?
You can contact us through:
Email: info@aauraluxe.com
Phone: +92 326 2900333
For order-related enquiries, please include your order number whenever possible.
How quickly will Customer Care respond?
We aim to respond to customer enquiries as promptly as reasonably possible.
Response times may vary depending on enquiry volume, weekends, public holidays, and the nature of the request.
Where can I find your policies?
Our policies are available through the website footer and include:
Privacy Policy
Terms & Conditions
Shipping & Delivery Policy
Returns & Refunds Policy
Cookie Policy
INTERNATIONAL CUSTOMERS
Can I place an order from outside Pakistan?
Yes, where international delivery is available for your destination.
Available countries, shipping methods, and applicable charges may vary.
Can I pay in my local currency?
Currency and payment options depend on the payment systems and markets currently supported by AAURA LUXE.
The applicable currency and payment options will be displayed during checkout where available.
Who pays international customs charges?
Unless otherwise stated, the customer is generally responsible for applicable destination-country customs duties, import taxes, VAT, clearance fees, and similar charges.
Can international orders be returned?
International returns may be available for eligible products, subject to our Returns & Refunds Policy and applicable consumer-protection laws.
Please contact Customer Care before sending an international return.
FINAL QUESTION
I have a question that isn't answered here. What should I do?
We're here to help.
Contact our Customer Care team:
info@aauraluxe.com
+92 326 2900333
AAURA LUXE
Timeless • Refined • Effortless