Shipping and Delivery

Where do you ship to?

We ship to all areas of UAE excluding some remote areas.

How much is the shipping cost?

Accessories: Delivery is 30 AED in Dubai, and free on orders of 300 AED or more. For all other emirates, delivery is 50 AED and free on orders of 500 AED or more.
Furniture: Delivery is 100 AED in Dubai, and free on orders of 3,000 AED or more. Outside Dubai, delivery is 250 AED and free on orders of 3,000 AED or more.
If your order includes both furniture and accessories and the furniture qualifies for free delivery, we will deliver the whole order free of charge.

When will I receive my order?

Accessories orders will usually be delivered within 2-4 business days starting from the day you place your order. Furniture orders will be delivered within 7 business days - we will contact you to arrange a convenient date/time. Deliveries are made Monday - Saturday excluding public holidays.
If you need to reschedule your delivery please contact Customer Care on +966 800 100 0263 at least 3 days before your scheduled date and we will book you into our next available slot within the following 7 business days. Your first reschedule is free of charge.

How will I know when my order is on its way to me?

We will send you an email when your order has been shipped. 

Do I have to present anything at the time of delivery?

We might ask you for a form of ID such as Emirates ID or your passport. Courier will request signature for proof of delivery so someone will need to be present to receive your order.
It is your responsibility to ensure that delivery team have full access to bring the items purchased into your location including access/gate permit; elevator is accessible and items fit through doorways. If extra equipment or manpower is required due to access issues this could be subject to an additional charge. If you have any questions ahead of your delivery please contact Customer Care on +966 800 100 0263.

Do you assemble furniture?

For furniture items, we offer on-site assembly at your location. Please note that this service does not include electrical goods, wall or ceiling drilling/fastening, or lighting installation. Packaging removal is available upon request; however, unassembled items being returned must be in their original packaging. Products that have been delivered and assembled in good condition are not eligible for a refund.

What if my delivery address is outside your service area?

Delivery is currently available across the UAE, excluding some remote areas. If your address falls outside these areas, don't worry — we may still be able to help! Please contact our Customer Service team to check if special delivery arrangements can be made for your location.

Can you store my order until I am ready for delivery?

Yes. We will store your order free of charge for up to 30 days from the date it is ready for delivery. After 30 days, storage fees apply — please see the next question.

What are the storage fees?

Storage is free of charge for the first 30 days. After that, the following daily fees apply:
Days 31–60: 30 AED per 24 hours
Days 61–90: 60 AED per 24 hours
Days 91–120: 90 AED per 24 hours
Days 121–150: 120 AED per 24 hours
Days 151–180: 150 AED per 24 hours
180 days is the maximum storage period. From day 181, Aura has the right to dispose of the goods without any compensation to you.

Payments

What payment methods can I use?

We accept Visa & Mastercard and Mada Debit Card.

Are your prices inclusive of VAT?

Yes, all our prices are inclusive of 5% VAT.

My order was unsuccessful, is there a problem with it?

We’re sorry this happened, we recommend that you try to place a new order and check that your card details are correct. If the issue persists please contact us on +966 800 100 0263.

If a product is out of stock online, how can I place my order?

If a product is showing as ‘Available in stores only’ online, contact our Customer Care team via phone or WhatsApp at +966 800 100 0263 to check availability at your nearest store. If the item is available, our team will assist you with placing your order by sharing a secure payment link.
Customer Care team will also confirm whether your order is available for store pickup or home delivery. Home delivery is currently available for accessories only.

Returns

Can I cancel my order?

Yes, but only if it’s still being processed by us. You can get in touch with us at +966 800 100 0263. We’re available from 10am to 7pm (GST), Saturday through Thursday (Closed Friday).

Can I return my order?

Yes, you can return your items within 10 days of you receiving your order either by contacting us at +966 800 100 0263 or customercare@auraliving.com, or you can return your item(s) to one of our stores. A return fee applies if we collect from your address; returns to one of our stores are free of charge.

What does it cost to return an order?

Accessories are 20 AED per return and furniture is 100 AED.
Returning your item(s) to one of our stores is free of charge.
The return fee is deducted from your refund.

What is your Returns Policy?

Items must be unused, undamaged, and returned in their original packaging. We are not responsible for any loss or damage that occurs while items are in your possession and may reject refund requests if items are not returned in acceptable condition.
You can return eligible items within 10 days of receiving your order. Please note that products delivered and assembled in good condition are not eligible for a refund. Made-to-order or custom items are specially produced based on your specifications and are therefore non-refundable and non-exchangeable unless found to be faulty or not as described. This does not affect your statutory consumer rights.
A return fee applies unless you return your item(s) to one of our stores: 20 AED for accessories and 100 AED for furniture. The fee is deducted from your refund.
If you receive a damaged or incorrect item, please call +966 800 100 0263 and we will arrange a refund, including any applicable delivery and return charges. Refunds will be processed to your original payment method.

Can I exchange my order?

Unfortunately it is not possible to exchange your order.  You can return your order and place a new order for your desired product.

What if I have paid through my debit or credit card?

The refund can take up to 3 weeks starting the day we receive your return item(s). You will receive a notification when we have processed your return and the value will be credited back to your original payment card. 

Will I get my VAT refunded? 

Yes, we will refund your item(s) including VAT.

Will I get a refund for the delivery cost?

We are not able to refund delivery fees. If your order arrived damaged or is not what you ordered, we will refund the item along with any delivery and return charges you paid. For more information please contact us on +966 800 100 0263.

Why was my order cancelled?

We’re so sorry this happened, if your order or part of it was cancelled it could have been due to the item(s) being out of stock or damaged. We would have automatically processed your refund. If you’re still unsure or need help, you can get in touch with us at +966 800 100 0263.

Pre-Order

What is a pre-order?

A pre-order allows customers to purchase selected items before they are physically in stock. These items are reserved for the customer and shipped once available.

How do I know if an item is available for pre-order?

You will see a “Pre-Order Now” ribbon on the product listing page. 

When will I be charged for a pre-order?

Payment is taken at the time of placing the pre-order.

When will I receive my pre-ordered item?

Delivery times vary depending on the product, but you’ll find the estimated delivery window on the product detail page. Our delivery team will contact you to arrange delivery dates. If there are any delays or issues, our Customer Care team will contact you.  

Can I combine pre-order and in-stock items in one order?

Yes, but please note that your order may be split into multiple shipments based on item availability. If you would like all items to be delivered in one order, please contact our Customer Care team. 

Can I cancel a pre-order?

Yes, you can cancel a pre-order. Please contact our Customer Care for assistance.

What if I need to return a pre-ordered item?

Our standard return policy applies. You can return the item once received, subject to our regular return terms.

Promotion

What is the Spend & Save offer?

Spend 1,000 AED or more on qualifying items and receive 250 AED off for every 1,000 AED spent. The discount is applied automatically at checkout, with no promo code required. Only full 1,000 AED increments are eligible. For example, a spend of 3,500 AED will receive a discount of 750 AED. The maximum discount applies up to a total pre-discount spend of 20,000 AED. This offer cannot be combined with other promotions, and any returns that reduce your spend below 1,000 AED may result in an adjustment to the discount.

MTO - Made To Order

What is the return policy for custom or Made-to-Order furniture?

In accordance with UAE Consumer Protection Law, made-to-order or custom items are specially produced based on your specifications and are therefore non-refundable and non-exchangeable unless found to be faulty or not as described.

What are the lead times for Made-to-Order products?

Lead times are 4–6 weeks and may vary depending on your specifications. Our delivery team will confirm your final delivery date once your order has been processed.

Sofa Warranty

How long is my sofa warranty covered for?

Your sofa is covered for 2 years from the original date of purchase. Please keep your proof of purchase, as we will need it for any claim.

What does the sofa warranty cover?

The warranty covers manufacturing defects under normal residential use, including:
Structural defects in the wooden frame.
Faults in the springs, suspension, webbing or elastic belts.
Premature sagging or loss of shape in the foam and cushion fillings.
Upholstery defects such as seam separation, excessive pilling or zipper failure.
Please note that some change in the softness of the foam is normal and expected over time.

What is not covered by the sofa warranty?

The warranty does not cover:
Normal wear and tear, including fabric fading, creasing and cushion softening.
Damage caused by misuse, accidents, abuse or commercial use.
Stains, burns, cuts, and pet or insect damage.
Damage from improper cleaning products or failure to follow the care instructions.
Natural variations in fabric colour, texture or grain that are inherent to the product.
Damage caused by prolonged direct sunlight, extreme temperatures, humidity, poor ventilation or improper storage.
Any repairs or alterations carried out by anyone other than Aura.