Shipping policy

AURA STORE – SHIPPING & DELIVERY POLICY

Last Updated: September 2026

Brand Owner / Merchant: Aura Store South Africa

Contact Email: Support@aura-store.co.za

1. Overview & Service Coverage

Aura Store delivers across South Africa using our primary logistics partner, Aramex Store-to-Door Courier Service. We deliver directly to physical residential, commercial, or office addresses nationwide.

Please note that Aramex cannot deliver to P.O. Box addresses. A valid physical street address and a local South African mobile number are required for all deliveries.

2. Order Processing & Delivery Timelines

2.1 Estimated Delivery Timeframe

  • Standard delivery across South Africa takes approximately 8 to 11 business days from the date of order confirmation and successful payment verification.

  • Business days are defined as Monday through Friday (08:00 – 17:00 SAST), excluding South African public holidays and weekends.

2.2 Order Processing Window

  • Orders are processed and prepared for courier dispatch within 1 to 2 business days.

  • Orders placed on weekends or public holidays will begin processing on the following business day.

3. Order Tracking & Delivery Process

  1. Waybill & Tracking: Once your order is dispatched with Aramex, you will receive a confirmation email containing your Aramex Waybill / Tracking Number.

  2. Real-Time Tracking: You can track your parcel in real-time on the official Aramex South Africa portal or via the tracking link provided in your dispatch email.

  3. Receipt of Goods: Aramex requires a signature or OTP confirmation upon delivery. Anyone present at the designated delivery address who accepts and signs for the parcel is deemed authorized by you to receive the package.

4. Limitation of Liability Regarding Third-Party Delays

4.1 Legal Notice under South African Law (CPA Section 49 & ECTA Section 46)

While Aura Store makes every effort to ensure that your parcel arrives within the estimated 8 to 11 business day window, Aura Store is not liable for any delivery delays caused by third-party courier services, logistics networks, or events outside our direct operational control.

Under South African law, merchants are permitted to limit liability for logistics delays provided such terms are explicitly disclosed in plain language.

4.2 Excluded Delay Circumstances

Aura Store shall not be held financially or legally responsible, nor liable for refunds or compensation, for delivery delays caused by:

  • Courier operational backlogs, hub delays, or vehicle breakdowns experienced by Aramex.

  • Peak seasonal transit periods (e.g., Black Friday, Festive Season, Cyber Monday).

  • Severe weather conditions, flooding, civil unrest, or road blockages.

  • National load-shedding disruptions affecting courier sorting facility infrastructure.

  • Incorrect or incomplete delivery addresses, recipient unavailability, or unanswered contact phone numbers provided by the customer.

5. Failed Delivery Attempts & Incorrect Addresses

  • Aramex will make up to two (2) attempts to deliver your parcel to the address provided.

  • If Aramex is unable to complete delivery due to recipient unavailability or incorrect contact details, the parcel may be returned to the main Aramex hub or back to Aura Store.

  • Re-delivery Fees: If a parcel is returned to us due to an incorrect address supplied by the customer or repeated failed delivery attempts, the customer will be responsible for the courier cost of re-shipping the package.

6. Damaged or Missing Parcels in Transit

  • Inspection Upon Receipt: Please inspect the outer courier packaging before signing for delivery.

  • Damaged Packages: If the outer packaging appears visibly damaged or tampered with, take clear photographs and report it immediately (within 48 hours) to Support@aura-store.co.za.

  • Lost Packages: In the rare event that Aramex confirms a parcel has been lost in transit, Aura Store will send a replacement item or resolve the issue at no additional cost to you.

7. Customer Support

For any tracking inquiries, shipping updates, or delivery assistance, please contact our support team: