Frequently Asked Questions (FAQs)
A. Returns & Exchanges
Damaged or Defective Product
If your product arrives damaged or defective, please report it within 48 Hours of delivery by contacting us at hello@auroe.in. We will arrange for an exchange or provide a suitable resolution.
Please make sure to share the parcel opening video to claim the resolution or exchange.
Customer-Initiated Returns
If you wish to return a product due to personal preference, notify us within 48 hours of delivery at hello@auroe.in. Refunds will be issued as store credit or processed minus shipping charges for both ways. Returns must be in their original packaging, undamaged, and in saleable condition to qualify. Refunds will only be approved after we receive the returned goods in their original condition.
Non-Returnable Items
Products purchased during a sale or at discounted prices are not eligible for returns or exchanges.
B. Orders & Payment
What payment methods can I choose from?
We accept all major Debit and Credit Cards,
Net Banking, E-Wallets, UPI and Cash On Delivery (COD).
Can I modify or cancel my order?
To modify or cancel an order, please contact us promptly at hello@auroe.in
with your order number and desired changes. We will do our best to accommodate your request, but changes cannot be guaranteed once the order is processed.
Can I place a bulk order?
Yes, we would love that. Please get in touch with our Customer Care Team at hello@auroe.in for more information and discounts on bulk sales, reselling, weddings or event orders.
How long will it take to deliver my order?
Orders are processed within 3-5 days and are delivered within 7 business days. Monday to Friday is considered business days, except for public holidays.
How do I track my order?
To track your orders, please check the “Account” section. Click on your order number to get the tracking details. Once your order is shipped, you will also receive the tracking link on your registered email address or mobile number.
Should you have any questions about your order dispatch, you can reach out to us at hello@auroe.in. Our working hours are Monday to Friday from 10:00 AM to 6:00 PM IST.
Where do you ship from?
We ship from our warehouse in Delhi, India.
How do I get free shipping?
We offer free shipping on all prepaid orders.
Please note, in case any shipping or delivery charges are applicable, you will be notified at the time of placing your order.
Is Cash On Delivery (COD) available?
Yes,COD is available at checkout for a minimal additional charge. This fee is collected by our courier partners for handling cash.
C. Product Queries & Candle Care
Do you use paraffin in your candles?
We make the environment a priority when choosing our ingredients and processes. Our candles are made with a 100% plant based wax or traditional wax blend natural, sustainable, and non-toxic.
What kind of wicks do you use?
We use non-bleached, lead-free cotton wicks for a clean and safe burn.
How can I maximize my candles' burn time?
First Burn: Let the wax melt fully across the surface to prevent tunnelling.
Subsequent Burns: Trim the wick to ¼” before lighting to maintain an even flame.
Keep the candle away from drafts and children, and never burn it for more than 34 hours at a time.
How do I know when my candle is finished?
Stop using your candle when about ½” of wax remains at the bottom.
What can I do with my empty glass jar?
We love a good upcycle moment! After freezing the jar for 24 hours, the remaining wax should pop out easily. Clean your jar, then reuse it for storage, plants, or decor.
