FAQ

FAQ

Potrebna vam je pomoc

One of the guiding principles of the Aura Company is to launch and market only products that do not harm humans and the environment. For this reason no Aura Cosmetics products are tested on animals.

If you can't remember your password, in login popup window, click on link Forgot your password. After you enter your mail new password will be sent to you.

The expiry date of your product can be found on the product itself.

If you received your shipment and discovered, upon opening the parcel, that the delivered goods do not match those ordered or that the details on the invoice are incorrect, please contact us within 24 hours of receipt of the parcel at +381 64 823 69 79 (working days from 08:00 to 15:30) or email us with your details (name, surname, telephone number) at online@aura.co.rs and describe the problem. More information is available here.

You can pay for your order with the following cards: Visa, Visa Electron, MasterCard, Amex or Maestro. Your payment card must be approved for online (Internet) payments by the issuing bank. More details are available here.

You can return your purchase and get your money back; more details are available here.

We would be happy to let you know the status of your order. The fastest way to check its status is to call us at +381 64 823 69 79 or contact us at online@aura.co.rs. Please provide as much information about the order to be checked as possible (name, surname, postal address, and telephone number). You can also check the status of your order by clicking on this link.

If you want to file a complaint regarding a delivered item, please see the instructions here.

We do our best to keep the website updated and running smoothly. If you happen to have any problems with using the website, please contact us by email at online@aura.co.rs or call us at +381 64 823 69 79.

The best way is to try the product on in daylight, on a larger area of your face.

After your order has been confirmed, it enters the processing stage. Once the order has been processed you will be notified about its status by email.

The order processing time is usually 2 to 3 working days. For all orders sent on Fridays and weekends our sales staff will contact you at the beginning of the next week.

From that time, the delivery period is 3 days.

The quantity of items you can order in the Aura Cosmetics Online Shop is not limited.

If you are using AURA Cosmetics Web Store for the first time, our recommendation is to look at the instructions about the ordering process. A detailed guide can be found on this link.

Yes you can, but you have to do it within 30 minutes of sending your order. You can cancel your order by phone at +381 64 823 69 79or by sending us an email at online@aura.co.rs.

In that case, please call as at +381 64 823 69 79 and we will place the order for you.

You can do shopping in our Online Shop without registration. All you need to do is enter the required information and we will send you your order.

Currently, it is not possible to deliver items outside the territory of Serbia, but it's possible to order our products through online stores in the following countries:

Croatia www.tester.hr and www.pinkpanda.hr 

Romania www.pinkpanda.ro

Hungary www.makeuplaza.com and www.pinkpanda.hu

Bulgaria www.bonjour.bg

Slovakia  www.pinkpanda.sk

Czech www.pinkpanda.cz

Slovenia www.licila.si

Germany www.pinkpanda.de

Italy www.pinkpanda.it

Macedonia www.hipermarket.mkwww.moemesto.mk and www.kupuvamezaedno.com

Greece  www.agoracosmetics.gr

Please know that we will inform you as soon as such an option of direct delivery abroad is available.

You can read more about the protection of privacy of your personal information during online shopping here.

Online purchases with your credit card are conducted through a “bank adapter”. The bank we have selected to perform verification and to process your purchase is Banca Intesa. If you opt for credit card payment during the purchase process, you will be transferred to the bank adapter. For your security, the entire transaction is conducted on the bank adapter via the HTTPS protocol. This type of communication with the bank processor is very safe. However, you should bear in mind that while the secure connection with the bank guarantees that your communication with the bank will not be intercepted, it does not protect you from any problems you may have with your computer, such as viruses, Trojans, keyloggers, and other malware. This is something that the Banca Intesa processor and the Aura Online Shop cannot influence, which is why they cannot be held accountable for any problems caused by improper maintenance of the computer used by the Buyer or another user of this website.

Begin the registration process by clicking on the “Registration” link in the top left-hand corner of the screen. Enter your data in the “Buyer Details” window. Confirm by clicking the “Registration” button.Please check your email inbox after you see a notification that you started the registration process. Open the email we sent you and click on the link provided. It will take you to the confirmation webpage that completes your registration. Congratulations! You are successfully registered with the Aura Online Shop.

You can find more information on the registration process here.

You can pay in cash to the courier delivering your items, by payment order through a post office or bank, or you can make a one off payment during online purchase; more details are available here.

The Customer Service is here to help you every work day from 08:00 to 15:30.

Don’t worry, the courier will send you an SMS fromtheir phone number so you can contact them and schedule a new delivery time. Even if you don’t contact the courier, they will certainly attempt to deliver your order the next day.

An email confirming that you successfully placed your order on our website is sent automatically and should arrive within seconds of placing the order on our Online Shop. There are several reasons why you may not receive the confirmation mail:

If you use an email client, such as Outlook, Thunderbird, Apple Mail, etc., please try this: Check whether emails sent from the email address online@aura.co.rs are in your Spam or Junk folder. If that’s the case, add the email address online@aura.co.rs to your email contacts or the Safe Sender List.

If you use a web client, such as Gmail, Yahoo, Hotmail, Outlook.com, etc., please do this:

 

Yahoo! Mail

  • Log into your Yahoo! Mail account
  • Open the Spam folder and click the email you got from the address online@aura.co.rs
  • Then click the “Not Spam” button (located above the email list).

 

Gmail

  • Log into your Gmail account
  • Click “Contacts”
  • Click the “New Contact” button at the top left-hand corner of the Contact Manager
  • Enter online@aura.co.rs in the email address field
  • Click the “Add” button to save changes.

 

Windows Live Hotmail

  • Log into your Windows Live Hotmail account
  • Go to Options > More options > Junk email > Safe and blocked senders > Safe senders
  • On your Safe Senders page add @aura.co.rs in the field Sender or domain to mark as safe, and click the Add to list >> button.

 

Incorrect email address entered

One of the reasons you may not receive email notifications is an incorrect email address that you entered during registration or when placing your order.

If you registered using an incorrect email address, you will have to repeat the registration process and this time enter the correct email address.

If having done all of the above, you still can’t receive our email notifications, please contact as by email at online@aura.co.rs.

When receiving a shipment, please inspect the parcel to make sure there is no visible damage to it. If you notice that the transport packaging is considerably damaged and suspect that the product may also be damaged, our advice is that you should refuse to accept the shipment and notify us immediately by telephone at +381 64 823 69 79 or by email at online@aura.co.rs. More information is available here.

Couriers will attempt to deliver the shipment twice. Usually, if you are not found at your address, the courier will call you on the telephone number you entered when placing the order and negotiate a new delivery time with you. If you are not present at the address the second time, the shipment will be returned to us. Once we get the shipment back, we will contact you to determine the reason why the shipment was not delivered and to discuss resending the shipment.

If you have received a shipment and discovered, upon opening the parcel, that the delivered goods do not match those ordered or that the details on the invoice are incorrect, please contact us within 24 hours of receipt of the parcel at +381 64 823 69 79 (working days from 08:00 to 15:30) or email us with your details (name, surname, telephone number) at online@aura.co.rs and describe the problem. More information is available here.

You can buy Aura products in all Lilly and DM drugstores, large chain stores that sell decorative items, and local perfumeries. Our products are available on exclusive display shelves, and testers are provided for almost every product so you can try everything you are interested in before buying. You can find a complete list stores here.

All information on product ingredients is available on the product itself and on the website, in the Product Ingredients category.

You can find all the information about the use of our products on our website, in the Product Description category. At our points of sale you can get advice from Aura beauty consultants. Also, you can get information by calling our Call Centre or the Aura Beauty Lounge.

Daily Express delivery service (third party)​, delivers to the delivery address in the period from 08:00-16:00h. For more information click here.

Need help?

Call us: +381 64 8236979

Write at: contact@aura.co.rs

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