Welcome to Our Help Site

Hello,

We appreciate your interest in collaborating with our Blogger Team. To explore potential opportunities, please email us at support@auraayla.com.

We hope this information helps.

If you need to contact us for assistance please email; support@auraayla.com You can also use our contact form and a member of the team will be happy to help you with your query!

If you have any complaints or concerns, we are here to help. You can make a complaint by sending an email to support@auraayla.com. Our goal is to address your complaint within three working days and keep you updated throughout the process. If you feel that your complaint has not been resol...

Currently, we do not offer the option to specify a delivery date for orders. Delivery times can vary based on factors like your location, chosen shipping method, and carrier schedules. However, you can keep track of your order's progress with the tracking information provided after dispatch. For any other queries or urgent delivery requests, please contact our customer support team.

Yes, we do!

When you are at the checkout please enter the appropriate address in the shipping details section.

Yes! We do ship internationally, please use the link below to view all of our delivery options and prices;

Delivery Policy - Aura & Ayla (www.auraayla.com)

Please be advised that we do not cover customs charges, before making your purchase please ensure you are clear on the import rules of your country.

If you have any queries please do not hesitate to get in touch!

The duration of customs clearance can vary depending on several factors, such as the country's customs regulations, the value of the package, and whether any additional documentation is required. We recommend contacting your local customs office for more information on the specific timeline.

Please contact us if you need any further assistance!

Standard UK delivery service is £3.99 this is a 3-5 working day service to anywhere in the UK.

Next working day delivery is £5.99 with a cut off time of 11pm.

Saturday delivery is £5.99 for orders placed on Friday's by 11pm.

Please check the tracking information in the email you received once the order was dispatched. If you have not received an email or you are unable to locate the tracking details please get in touch and our support team will be happy to look into this for you!

The countdown displayed is intended to remind you that you have a few more hours to place an order for same-day dispatch, which may qualify for next day delivery. However, please note that we do not offer free next day shipping. If you require next day delivery, additional charges may apply. For further details, please contact our customer service team.

We apologise for any inconvenience caused. Please check your tracking information to see the current status of your delivery. If there are any unexpected delays or issues with your order, please contact our customer support team immediately so that we can investigate and resolve the issue for you as soon as possible.

Once an investigation is raised for your order, we will contact the carriers to gather further information regarding the status of your shipment. We will then email you with their response. Please allow up to 72 hours for a reply as the carriers will need to conduct their investigations thoroughly.

If you haven't received an update from us within 72 hours, please don't hesitate to contact us again. We will follow up with the carrier on the progress of the investigation and provide you with the latest information.

Orders placed over weekend or bank holidays will be dispatched the next working day. For additional details regarding our delivery policies, please refer to our delivery page.

If you have any questions or need further assistance, feel free to reach out to us.

While we ensure timely shipment of your order, any delay in transit due to carrier or customs processes is beyond our control.

If your tracking information hasn't been updated for a couple of days, it may indicate a delay in transit. We recommend allowing additional time for your package to arrive and checking the tracking information again.

Should there still be no movement after an extended period, please reach out to our customer support team for further assistance. We're here to help and will gladly investigate the status of your shipment for you.

If there are difficulties finding or accessing the delivery address during delivery attempts, or if the order sustains damage in transit, it may be returned to us.

You can usually find the reason for the return by using the tracking link provided in your dispatch email. If delivery attempts are unsuccessful, the courier will leave a calling card informing you that your order is being returned to us.

Unfortunately, once the courier returns an order to us, we cannot resend it to you. However, you will receive a refund once our warehouse team has processed the return.

If you still need the item(s), we suggest to place a new order.

Feel free to reach out if you have any more questions or need further assistance!

Depending on the customs regulations of your country, you may need to pay import duties, taxes, or other fees to facilitate customs clearance for your package. These charges are beyond our control, and you will be responsible for the payment of those. For more detailed information, we recommend contacting your local customs office before placing your order.

Feel free to reach out if you have any more questions or need further assistance!

We regret to inform you that we do not offer an exchange service. Please return your item(s) and place a new order for a replacement. Your refund will be processed upon receipt of the returned item. For assistance on how to return, you can refer to our guide by clicking this link -https://www.auraayla.com/pages/return-policy.

Please contact us if you need any further assistance!

Once your return has been delivered to our warehouse, it typically takes us up to 5 business days to process it. You will receive an email confirmation once your return has been processed and your refund has been initiated.

If you require further assistance or have any concerns about your return, please do not hesitate to contact our customer service team.

Please use the bar-code on your postage receipt to track the parcel.

Once the order has been delivered please allow 10 working days for the refund to be processed, you will receive a confirmation email once the refund has been made.

If you do not receive a refund within the time-frame advised please contact our customer support team and we will be able to look into this for you!

You can certainly return your order to us within 28 days of receiving the parcel.

Please ensure that the item(s) are returned to us in the original packaging with the tags still attached in an unworn and unwashed condition.

All lingerie and swimwear must be returned with the hygiene sticker still in place, unfortunately, if this has been removed the return will not be accepted.

Sadly, we are only providing refunds at this time.

Please include the completed returns form in your parcel. If you did not receive a returns form pop a note in the parcel with your order details and item(s) returned.

Please note that you will be required to pay the postage for the return as we do not provide a free returns service at this time.

Our returns address is;

Studio House
40 Invar Road
Swinton
MANCHESTER
United Kingdom
M27 9HF

Please retain the proof of postage until you have received a refund into the account used to make the purchase.

YOU CAN CERTAINLY RETURN YOUR ITEM FOR A REFUND IF IT IS UNWORN AND IN THE ORIGINAL PACKAGING AND WITHIN 28 DAYS FROM DELIVERY TO YOU.

ALL LINGERIE/SWIMWEAR MUST BE RETURNED WITH THE HYGIENE STICKER STILL IN PLACE OR THE REFUND WILL BE REFUSED

SADLY WE ONLY OFFER REFUNDS FOR THE ITEM.


PLEASE ENSURE YOU INCLUDE THE RETURNS FORM INCLUDED IN THE PARCEL OR IF YOU DID NOT RECEIVE A RETURNS FORM, A COVERING LETTER WITH YOUR ORDER NUMBER AND WHAT YOU REQUIRE ON IT.


PLEASE NOTE THAT YOU WILL NEED TO PAY THE POSTAGE COSTS TO RETURN THE ITEM BACK.


THEN SEND THE ITEM TO THIS ADDRESS:

STUDIO HOUSE
40 INVAR ROAD
SWINTON
MANCHESTER
M27 9HF
UK

You have 28 days from the date the order is received to return any unsuitable items to us.

Please ensure that the items are returned in the original packaging with tags still attached in an unworn, unwashed condition.

Due to the high volume of returns we receive, we kindly ask that you allow up to 10 working days for us to process your refund once the item(s) is returned to us. Rest assured that our Returns Team is working diligently to process your return as quickly as possible.

Once your refund has been processed, we will send you an email confirmation.

Thank you for your patience and understanding.

Similar to many other online retailers in the footwear industry, we do not provide free returns. The return fee you encounter assists in covering the costs related to shipping and handling for the delivery of your order. Our goal is to offer exceptional service while also maintaining affordable prices for our customers.

We hope this information addresses your query. If you require any further assistance, please feel free to reach out.

Due to the high volume of returns we receive, we kindly ask that you allow up to 10 working days for us to process your refund once the item(s) is returned to us. Rest assured that our Returns Team is working diligently to process your return as quickly as possible.

Once your refund has been processed, we will send you an email confirmation.

Thank you for your patience and understanding.

Once an order has been placed unfortunately, we are unable to make any changes as we process the order as quickly as we can!

You are welcome to return the order to us if it is not suitable when it arrives to you.

For any further queries on this please contact our customer support team who will be happy to help!

If you would like to cancel your order before it's shipped out, please use the link below to contact us. Please note, if the item has already been shipped out, we are not able to make any changes or process your cancellation request.

Contact us -https://www.auraayla.com/pages/contact

Currently, we do not sell or offer gift cards. We appreciate your interest and will keep our customers updated if this option becomes available in the future.

We do not currently offer gift wrapping services. However, we value customer feedback and regularly review our services to enhance your shopping experience. Thank you for your suggestion, and we will consider it for future updates.

Thank you for your interest in our wholesale services. Currently, we are not accepting new wholesale clients. We appreciate your understanding and apologize for any inconvenience caused.

You will receive a confirmation email to the email address provided once your order has been shipped.

This may be in your junk/spam folder so please check there!

If you have not received a dispatch email in the shipping time-frame that you selected please get in touch with our support team and they will be able to take a look into this for you.

We may have sent your items in separate parcels due to weight limit. Please check your dispatch email to confirm if your order has been sent in two (or more) parcels.

If after checking, you still believe an item is missing, please do not hesitate to contact our customer support team, who will be happy to assist you!

We are part of a fulfilment company and dispatch orders for many sellers online including eBay and Amazon. Have you recently placed an order online? If yes, please check with the seller as the tracking most likely relates to that parcel.

Yes, we provide a warranty for faulty products. Our warranty period lasts for 6 months from the date of the order. If you encounter any issues with the quality of your item within this period, please contact our customer support team and provide a clear photo of the item displaying the issue for further assistance.

Please note that our warranty covers manufacturing defects and faults, but it does not extend to damages caused by misuse, accidents, or regular wear and tear.

For further inquiries or to report a faulty product, please contact our customer support team.

We appreciate your understanding and cooperation.

We are so sorry to hear that you have received a faulty item!

Please contact our team using the contact form or email address provided with your order details and an image of the fault and a member of the team will be able to get this resolved for you.

Please ensure that in the event your item arrives faulty you contact our customer support team before returning. Unfortunately, any items that arrive back to us with a fault that has not been logged will be refused and returned to you.

We are so sorry to hear that you have received an incorrect order.

Please contact our support team with your order details and an image of the item received and we will be able to get this issue resolved for you!

Sorry to hear that you have yet to receive your order!

If the tracking for your order shows as delivered please check with members of your household, neighbours and any safe places.

If you are still unable to locate the order please contact us with your order details and we can raise an investigation with the courier for you.

Please be advised that your order will not be shipped until the item that is on pre-order arrives into stock, you will receive all items ordered in one shipment. If you have any queries please do not hesitate to get in touch with our support team who will be happy to help!

The reason for this is to ensure the security of both the card owner and our company from potential fraudulent activities that may occur online. Please be assured that we take customer security and privacy very seriously. We are a legitimate company that does not disclose personal details to third-party companies, and all information provided to us is kept confidential. The additional checks may have been triggered by a random security check by our system or if there was a discrepancy between your billing address and the card details provided. Please note that only our security department has access to the information submitted for verification.

If you have any concerns or questions about this process, please do not hesitate to reach out to us. We are here to assist you every step of the way.

Yes, we confirm that our items adhere to UK sizing standards. If you have any specific questions about sizing or need further clarification, feel free to ask!

Unfortunately, we do not offer item reservations. To secure an item, we recommend purchasing it as soon as possible, as availability can change quickly.

Feel free to reach out if you have any more questions or need further assistance!

In our jogger and pants sizing, the "S" stands for "short" length. This is in contrast to sizes that do not include an "S," which are designated as "regular" length. We hope this clears up any confusion!

We apologise for any inconvenience you're experiencing with your account. To reset your password, please sign out of your account and click on the "Forgot Your Password" link. You will receive an email with instructions on how to reset your password.

Hope this information is helpful!

If you have signed up for our newsletters and have not received them they may be going to your junk/spam folder.

Please check there and if you are unable to locate the email please let our team know and they will take a look into this for you!

If you have not received a confirmation email after placing an order please check your junk/spam folders as sometimes they can end up in there!

If you add us to your safe senders list you will not have this issue again.

If after checking these folders you are still unable to locate the email please contact our support team who will be happy to help!

If you are unable to reset your password, please follow these steps:

1. Check Your Spam/Junk Folder: Sometimes, the reset password email might be sent to your spam or junk folder. Please check there to ensure you haven't missed it.

2. Still Can't Reset Your Password? If you are still unable to reset your password, please send us an email at support@auraayla.com. We will assist you in resetting your password as soon as possible.

Hope this helps! Should you have any queries or require additional assistance, please don't hesitate to contact us.

To unsubscribe from our newsletter subscription, simply click on the "Unsubscribe" link provided in any of the promotional emails you have received from us.

Should you have any queries or require additional assistance, please don't hesitate to contact us.

If you are unable to access your account please check that you are using the correct password and email address.

You can select forgotten password to generate a link to be sent to your email address to reset this.

Please contact us if you need any further assistance!

Unfortunately, we cannot issue a refund to an alternate payment method. Refunds can only be processed to the same payment method used for the original purchase.

If your account has been closed or deactivated, you may contact your bank and request a transfer of funds to an active account.

We appreciate your understanding in this matter. Should you have any queries or require additional assistance, please don't hesitate to contact us.

Unfortunately, Klarna is not currently available as a payment option. However, you can proceed with your order on our website and choose from a variety of alternative payment methods, including PayPal, Visa, Mastercard, ClearPay, Apple Pay, and Google Pay. These methods typically accept most major credit or debit cards.

We hope this information addresses your query. If you require any further assistance, please feel free to reach out.

We accept all major credit cards, PayPal and Apple pay

Payment information is processed securely by accredited third parties such as PayPal and Stripe.

No payment information is transferred or held by Aura & Ayla Limited. All transactions take place via connections secured with the latest standard security protocols.

After we initiate the refund process, typically, it takes 1-5 working days for the payment to clear. However, the exact timeframe may vary depending on the clearing process of your bank.

Should you have any queries or require additional assistance, please don't hesitate to contact us.

When you purchase, you must do so knowing the import rules of your country. We cannot circumvent these rules nor can we estimate the customs charges in your country. All customs charges must be met by the customer.

Should you have any queries or require additional assistance, please don't hesitate to contact us.

All orders must be placed and paid for online. Unfortunately, we do not provide the option for cash-on-delivery payment.

Should you have any queries or require additional assistance, please don't hesitate to contact us.

When entering your card details please ensure you are entering the correct details and billing address for the card in use.

If your card is still being rejected at the checkout please contact your card provider and they will be able to lift any block on the purchase and allow your order to go through for you.

You are welcome to contact our customer support team if you have any queries!