FAQ'S
Everything you need to know before choosing your Auruviia piece.
From materials and care to shipping and orders, find quick answers to the questions we’re asked most often.
I have received a wrong or damaged item
In this unlikely situation, please reach out on this number XXX either through WhatsApp message or call or send an email to hello@auruviia.ae. Please be sure to include your order number, the wrong or damaged item name and number and attach a picture of the item. Our team will look into your request and get back to you within 2–3 business days.
I have a missing item in my order
For any missing items in your order, please reach out on this number XXX either through WhatsApp message or call or send an email to hello@auruviia.ae and include the missing item’s name and number. Our team will look into your request and get back to you in 2–3 business days.
Is there a way to reverse an order cancellation?
Unfortunately, once an order cancellation is requested, it cannot be reversed. If you still want to receive the items, you'll need to create a new order for them.
How will I know if an item is out-of-stock?
Any item that is sold out will mention “Out of Stock” on the product page. In rare cases, a product in your cart may become out of stock as you’re in the checkout process and a notification will pop up during the process.
For out-of-stock items, add them to your wishlist. You will be notified once they are back in stock.
How will I know if Auruviia has received my order?
After placing your order, you will receive an e-mail to inform you that your order has been received. Then you will get an e-mail with the order invoice.
Once your order is shipped from the warehouse to the delivery team, you will receive a third e-mail stating your order has been shipped.
Can I change or amend the items in my order once it has been placed?
At the moment, you cannot cancel part of the order. To change or add items, please cancel the order or place a new one. We are actively working on developing more flexible options, so stay tuned for updates
An item I want is out of stock, when will it become available again?
At Auruviia we aim at maintaining exclusivity and hence we produce limited quantities of each design. In the event we see a large number of customers that are requesting for a particular design based on the wishlist option, we may reintroduce it.
To keep track, simply add the item to your wishlist and subscribe to our newsletters to stay updated and get notified once the item is back in stock. You can also check the ‘New In’ section every Monday for all new additions. Items that are restocked will feature the ‘Back in Stock’ tag.
What is the Auruviia packaging?
At Auruviia, we want every purchase to feel like a memorable gift to yourself or your loved ones. Our meticulously designed packaging ensures you get a feel of luxury and class every time you unbox your order.
Most importantly, we want to ensure your order reaches you safely undamaged. Our packaging is designed for durability, multifunctional use and attractive storage companion for years to come.
I have placed an order and the amount was deducted, but I did not receive an order confirmation.
We are sorry to hear that. Please wait for 10 minutes as there might be a slight delay in receiving the order confirmation due to our system processing the transaction.
If you still haven't received your confirmation with your invoice, please contact our Customer Care team through the Contact Us page.
To help investigate the matter, kindly provide us with the email address and phone number used while placing the order.
When can I expect to receive my order?
Your order will be shipped as per our shipping and delivery guidelines (this should be a hyperlink to shipping info), as indicated on the shipping address page after clicking on secure checkout.
Pre-Orders
What does Pre-Order Mean?
Pre-ordering allows you to get early access to desired collections ahead of the official launch. When you pre-order an item, you secure it before it becomes available for general purchase. This means that you have the advantage of reserving the product before it potentially sells out.
Once you place a pre-order, rest assured that we will deliver the item to you as soon as it becomes available in our inventory. You won't have to worry about missing out on the item, as your order is prioritized, and you'll be among the first to receive it once it's ready to be shipped.
When do I need to pay for my Pre-Ordered items?
All Pre-Order items must be paid for in full at the time of placing the order.
What happens if I want to return my order after I have received it?
You can cancel your Pre-Order item within 15 days of placing the order. Simply visit the My Orders section on the website.
Please note that in the case of Pre-Order items the only mode of refund is store credit, the refund order value will be credited to your Auruviia store credit account and will not be transferred to your issuing bank for Debit/Credit card/Apple Pay accounts.
How will I get my refund for a Pre-Order?
For all pre-orders, refunds will be processed in the form of store credit on your Auruviia account.
Please note that the refunded amount will not be transferred back to your original payment method, whether it's a debit card, credit card, or Apple Pay account.
Does Auruviia have a physical store?
Auruviia does not operate a physical store.