Return Policy
While we strive to provide you with the best, freshest and most effective natural hair and skin care products, we realize that a product may simply not meet your expectations or may not work for you. We will accept a return request within 30 days of purchase. Shipping charges will not be included in any refund issued. If you need to return an item, please Contact Us with your order date and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Domestic (US) Shipping
We can ship to virtually any address in the domestic US. We ship using the most cost effective and reliable shipping service, the US Postal service. Tracking information will be provided when your package is shipped via an email notification to your provided email address. These tracking numbers can be checked any time at USPS.com. *With the consistent increase in USPS shipping costs, and in order to maintain our free shipping offer for orders that meet the threshold, we ship most often in a Flat Rate Padded USPS envelope for maximum economy, and in order to enable our continuation of the Free Shipping option. This 'no frills' approach also ensures we can continue to make high quality products at affordable prices.
International Shipping
Thank you so much for being one of our valued international customers. We are happy to ship (exclusions apply) internationally to our friends overseas! Unfortunately we have had to make the difficult decision to reduce the number of countries we can ship to based on fairly significant shipping and customs restrictions that are difficult for a small business with limited resources to comply with. If you attempt to place an order in any of the restricted countries, you will receive a message that the order cannot be completed.
While most international orders do reach their destination with minimal delay or issue, there is an increased risk of complications that can arise with international shipping due to the sheer fact that the package must travel further, change several hands and carriers, and often go through customs.
Tracking for International Shipments
Should any issues arise after the package has landed in the destination country, the recipient is responsible for contacting their local postal service to remedy the situation. US Postal Service (USPS) offers Priority Mail tracking, however the less expensive First Class Option does not come with tracking. Some local carriers may not even log a Priority tracking number, however it still provides a higher level of trackability overall here in the US and abroad.
Refund Policy for Lost or Delayed International Packages
While most packages make it to their final destination without issue, Aura Sensory is not responsible once the package lands in the destination country as we do not have any control over international shipping carriers and systems. We will not be able to issue refunds or re-ship orders for packages that are delayed or have issues reaching their destination. Please understand that while we greatly appreciate our international customers, international shipping comes with a greater risk of tracking issues, delayed package delivery and lost packages. As a small business, we cannot absorb the cost for these types of issues, and hope our customers understand this stance and are willing to accept the risks that come with international shipping.
Tariffs, Taxes, VAT, Customs Duties and Other Import Fees
Depending on your country’s import policies, you may be charged a tariff, tax, customs duty or other type of import fee. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
USPS Priority Mail International
Priority shipping usually takes 6-10 business days to get to your country and then must clear customs. This option typically includes tracking but it is not uncommon for a country to not scan the package for tracking upon its arrival.