Shipping and Delivery

Where do you ship to?

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

How much is the shipping cost?

We offer free delivery on all orders.  Our accessories are delivered via DHL and our furniture is delivered and installed by our own delivery vehicles and team.

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.  If you need to reschedule your delivery please contact Customer Service on 800 100 0263 for our next available delivery slot in the next 12 business days.  

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 Service on 800 100 0263

Do you assemble furniture?

For furniture items we will assemble these for you at your location.  Please note this does not include any electrical goods or drilling/fastening to walls or ceilings or lightings.  We will take away packaging on request but please note any items to be returned require original packaging.

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 make use of our free returns policy, which allows you to return your items within 15 days of you receiving your order either by contacting us at  800 100 0263 or customercare@auraliving.com or you can return your item(s) to one of our stores. 

What is your Returns Policy?

Items must be unused, undamaged and in their original packaging.  We are not responsible for any loss or damage caused to the items during your possession and may reject the request to refund.

If you receive a damaged or incorrect item please contact us on 800 100 0263 so we can arrange a refund including any delivery charges you paid for (if any). In any case you must return the item(s) to us as soon as possible in the same condition as supplied.

Refunds will be credited to the card used for the original purchase.

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?

You will not be able to get a refund for your shipping fee in most cases. For more information on this please contact us on 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