F.A.Qs

FREQUENTLY ASKED QUESTIONS

HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?

You will receive a dispatch notification by email as soon as your order has been shipped. The dispatch notification is sent to the email address registered when the order was placed. We usually ship all orders within 1-4 business days.

COUNTRIES WE SHIP TOO

We ship worldwide!

CUSTOMS AND TARRIFS

In the circumstance that taxes, tariffs or a handling cost are required, it will be your responsibility to make payment prior to receiving the goods. Please note, if payment is not made for whatever reason, your order will be returned to Aurora Souls and a shipping handling fee will be deducted from your refund.

CAN I CANCEL MY ORDER?

If you change your mind about your purchase, you have the option cancel your order within 3 hour of purchase by emailing our support team here - support@aurorasouls.com

If your email cancelation request has been over the 3 hour window, unfortunately, we are not able to cancel your order and you will need to follow our returns process.

HOW CAN I PLACE AN ORDER

Find the product(s) you want to purchase on our website

Select the size and colour you require then select ‘add to basket’

Once you’ve added all of the items you want to your basket, select checkout option. This is located at the top right-hand side of the website page.

You will need to input your shipping & billing details or any promotional codes you may have.

Review your order to ensure all items & details are correct                                       

Next, press ‘place order’                                                                                           

You will then receive an order confirmation via email to the email address provided at the time of ordering. You will then be notified when your item has been despatched/ fulfilled.

PAYPAL PENDING

Your Paypal payment is pending - We cannot ship any items unless your payment has gone through (we will let you know if your payment is pending). 

WHERE ARE WE BASED

The headquarters are located in London, United Kingdom, although, we ship internationally

TROUBLESHOOTING

I CAN'T PLACE AN ORDER

If you are experiencing problems in the checkout, please try following actions: 

1) Try with another browser 

2) Try with another device 

 3) Empty the cookies in the browser that you are using

This usually solves these kind of problems. If you still are experiencing problems, please contact our customer support team. 

PAYMENT ISSUES

If you experience a problem when paying with a credit or debit card at the checkout, we recommend you to try following actions:

1) Use another browser or device 
2) Make sure that your card is open for international payments
3) Try another card or contact your bank

I HAVE PLACED AN ORDER BUT I HAVEN'T RECEIVED MY ORDER CONFIRMATION

You most probably entered the wrong email address, but not to worry. Please contact our customer support team and describe the problem. Make sure to include your order number (if you have one), full name and the date the order was placed.