Frequently Asked Questions (FAQ)

Welcome to the Aurea FAQ section. Here you’ll find answers to the most common questions about ordering, delivery, payments, and returns.

1. What products does Aurea sell?

Aurea offers a curated range of products including:

• Kids toys (educational toys, soft toys, creative kits and so on)
• School stationery (notebooks, pens, art supplies, accessories)
• Fun, gift and kids related items

We focus on quality, safety, and affordability.

2. Do you offer Cash on Delivery (COD)?

Yes, Aurea offers Cash on Delivery (COD) across selected areas in Pakistan.

Orders may be confirmed via call or message before dispatch to ensure accuracy and reliability.

3. How long does delivery take?

Delivery time depends on your location:

• Major cities: 2–5 working days
• Other areas: 4–7 working days

Delays may occur due to courier services, weather, or holidays.

4. How can I track my order?

Once your order is shipped, tracking details will be shared via SMS, WhatsApp, or email (if provided). You can use the tracking number to check your parcel status.

5. Can I cancel my order?

Yes, you may request cancellation before your order is shipped. Once an order is dispatched, cancellation may not be possible.

6. What is your return policy?

You may request a return within 28 hours of delivery if:

• The item is damaged
• The wrong product is delivered
• The product is significantly different from description

Items must be unused and in original packaging.

7. How will I get my refund?

Once your return is approved and inspected, refunds are processed within 3–5 working days via the original payment method or agreed alternative.

8. Who pays for shipping charges?

• If the mistake is from Aurea → we cover return shipping
• If return is customer-initiated → customer pays shipping
• Original delivery charges are non-refundable

9. What should I do if I receive a damaged item?

Please contact us within 24–hours of delivery and share clear photo or video proof. We will review your case and provide a suitable solution.

10. Is my personal information safe?

Yes. Your personal information is kept secure and used only for order processing, delivery, and customer support. We do not sell or share your data.

11. Can I change my delivery address after placing an order?

You can request an address change before the order is shipped. After dispatch, changes may not be possible.

12. How can I contact Aurea?

You can reach us for support or queries at:

Email: theaurea.official@gmail.com
Phone: 0312 2444837

Thank you for choosing Aurea — we’re here to make your shopping experience simple, safe, and enjoyable.