Shipping and Delivery

Where do you ship to?

We ship accessories to all areas of KSA.  Our furniture items can be delivered within the city limits of Riyadh, Jeddah, Madina, Makkah, and Taif.  This will be stated on the product page and at checkout.

How much is the shipping cost?

Accessories: Delivery is 30 SAR in Riyadh and Jeddah, and free on orders of 300 SAR or more. For all other cities in Saudi Arabia, delivery is 50 SAR and free on orders of 500 SAR or more.
Furniture: Delivery is 100 SAR in Riyadh and Jeddah, and free on orders of 3,000 SAR or more. Delivery to Makkah is 400 SAR, to Taif 500 SAR, and to Madina 600 SAR.
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 12 business days - we will contact you to arrange a convenient date/time. Deliveries are made Saturday - Thursday excluding public holidays.

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 National Identity Card 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 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 in the following cities within KSA: Riyadh, Jeddah, Madina, Makkah, and Taif. If your postal code 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 SAR per 24 hours
Days 61–90: 60 SAR per 24 hours
Days 91–120: 90 SAR per 24 hours
Days 121–150: 120 SAR per 24 hours
Days 151–180: 150 SAR 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 15% 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 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 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 800 100 0263.  We’re available from 9am to 6pm (AST), 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 SAR per return and furniture is 100 SAR per return. In Madina, Makkah and Taif, furniture returns are charged at the same rate as your delivery — 400 SAR, 500 SAR and 600 SAR respectively.
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 SAR for accessories and 100 SAR for furniture. In Madina, Makkah and Taif, furniture returns are charged at the same rate as your delivery. The fee is deducted from your refund.
Please note that your sofa is separately covered by our 2 year Limited Sofa Warranty against manufacturing defects. See the Sofa Warranty section below.
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 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 SAR or more on qualifying items and receive 250 SAR off for every 1,000 SAR spent. The discount is applied automatically at checkout, with no promo code required. Only full 1,000 SAR increments are eligible. For example, a spend of 3,500 SAR will receive a discount of 750 SAR. The maximum discount applies up to a total pre-discount spend of 20,000 SAR. This offer cannot be combined with other promotions, and any returns that reduce your spend below 1,000 SAR may result in an adjustment to the discount.

MTO - Made To Order

Can I return or exchange a Made-to-Order item?

Please note that 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.

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

Lead times are 6–8 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.