Frequently asked questions
Welcome to Aura-Soma New Zealand
We’re a New Zealand-based company that imports and distributes Aura-Soma products manufactured in the UK by Aura-Soma Products Limited. Here’s everything you need to know about our shipping, returns, and other policies:
Full Terms of Trade, Privacy Information, Return information etc - Please click here
All prices are in New Zealand $ NZD
Shipping Pricing
- Standard Shipping: $9
- Rural and Special Address: $13.50 (Please include your RD number in your address for rural deliveries.)
- Please note we can only ship within New Zealand.
Shipping and Dispatch
- Order Packing: Once your order is packed, it will be marked as shipped. Note that shipping might occur on the next working day, not necessarily the same day your order is marked as shipped.
- Stock Issues/Out of Stock: Orders generally ship in a single parcel. If an item is out of stock, we’ll contact you to offer the choice of holding the whole order and waiting for the item to come into stock, cancelling the item for a refund, or cancelling the entire order for a refund.
Dispatch Schedule
- Shipping Days: We dispatch orders on Tuesday and Thursday. Note that there will be no shipping on public holidays or between Christmas Day and New Year’s Day. Please check our website for holiday shipping times.
- Courier: We primarily use NZ Post/Courier Post.
- Tracking: You’ll receive a confirmation email with tracking details once your order is on its way. Delivery typically takes 1-2 working days after dispatch.
- Delayed Delivery: If you haven’t received your order within 3 working days of shipping, please contact us so we can investigate.
- Rural Deliveries: Rural deliveries may take an extra day and could be delivered by your Rural Delivery Postal driver.
Safety of Your Parcel
- Delivery: For convenience, we don’t use signature-required courier services. If you won’t be home or if your area is unsafe for parcel delivery, please use a safe address. Be aware that parcels can be vulnerable to theft, especially during school holidays.
- Note: We cannot be responsible for parcels lost or stolen once they are scanned as delivered by the driver. If you have issues with parcel deliveries, consider using a collection location available via NZPost.
Showroom
- By Appointment Only: We’d love to see you! To visit our showroom, please call us to arrange a time:
- Address: 5 Valley Road, Browns Bay, Auckland 0630
- Phone: 09 478 4419
- Email: info@aura-soma.co.nz
Our showroom is open by appointment to provide you with dedicated attention and avoid scheduling conflicts.
Quality & Care
- Colour & Fragrance: The colours and fragrances of Aura-Soma products are vibrant and influenced by natural, living energies. We ensure the highest quality of ingredients, using biodynamic or organically grown components where possible. Variations in colour and fragrance are a natural characteristic of these products due to seasonal changes.
- Visual Appearances: Changes like sedimentation, fiber-like substances, or water droplets inside the bottle are often due to seasonal variances and do not affect the product’s quality or effectiveness.
- Equilibrium Glass Bottle Quality: Small bubbles, hatching, and surface blemishes are unavoidable due to the nature of glass production. We work with top manufacturers to ensure high quality and have agreed on strict visual standards.
- Care for Your Bottles: Avoid exposing your Equilibrium Bottle to direct sunlight or extreme temperatures. Loosen the cap slightly if placing the bottle in a warm environment. For cleansing, use White Pomander, Quintessences of Serapis Bey, or St. Germain.
Return Policy
Thank you for shopping with us. We want you to be completely satisfied with your purchase. Here’s how our return policy works:
Non-Returnable Items:
- Equilibrium Bottles: These cannot be returned or exchanged unless we have sent you the wrong product.
- Returnable Items: Unused Products: You can return unused, unopened products within 10 days of delivery. Items must be in their original condition and packaging. Opened or used products cannot be returned. Please pack your items securely for return.
- Order Error: If you received an incorrect or defective item, contact us before returning it. We’ll send you a return courier bag at no charge.
- Return Process: Initiate a Return: To start a return, email us at info@aura-soma.co.nz with the reason for the return. Please wait for a response email from us before sending your product back.
- Refunds and Exchanges:
Refunds: Shipping and handling costs are non-refundable. We aim to process returns and issue refunds within 30 days of receiving your returned item.
Exchanges: We do not offer exchanges. If you return a product, you can use the credit to purchase a different product. - Change or Cancel an Order We strive to process orders quickly. If you need to change or cancel your order or update your delivery address, please contact us as soon as possible. Changes cannot be made once an order has been dispatched.
Conduct
- We are committed to being helpful and respectful to all our customers. Please reciprocate this respect when interacting with our staff. Bullying, manipulation, or rude behaviour will not be tolerated. If you have a genuine concern, please put it in writing, and we will address it as promptly and clearly as possible. Our team is instructed to end any calls where disrespectful behaviour occurs.
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