FAQ


Frequently Asked Questions

How can I contact OzAura?

We’re always happy to assist you.
You can reach our customer care team at ozaurashop@gmail.com, and we’ll respond to your enquiry as promptly as possible.

Do you ship worldwide?

Yes, we proudly offer worldwide shipping so customers across the globe can enjoy our collections.

Please note: our handmade soaps are currently shipped within the United Kingdom only and are not available for international delivery.

Where do you ship from?

Our handmade soaps are carefully crafted and shipped from the United Kingdom.

For other items, we work with a network of trusted international partners, with most products shipped directly from our logistics facilities in Asia.

Can I change or cancel my order?

As we aim to process orders quickly, any changes or cancellations must be requested within 3 hours of placing your order.

After this time, your order will already be in progress and cannot be modified. However, you may be eligible to return the item once it has been delivered.

What payment methods do you accept?

We accept major credit and debit cards (including Visa and MasterCard) as well as PayPal, ensuring a secure and seamless checkout experience.

When will my order be processed?

Orders are processed Monday to Friday.
Please allow 1–5 business days for processing prior to shipment.

During peak periods (such as holidays or promotions), processing times may be slightly extended.

How long will it take to receive my order?

Delivery times vary depending on the product and your location:

  • General items: Typically arrive within 2–4 weeks

  • Handmade soaps (UK only): Made in small batches to order and delivered within 3–4 working days after dispatch

You will receive a confirmation email with tracking details once your order has been shipped.

What if I don’t receive my order?

If your order has not arrived within 30 days of shipment, please contact us.
You will be eligible for a replacement or full refund after review.

Will I be charged customs and taxes?

All prices are listed in GBP and are tax-free at checkout.

Depending on your country, customs duties or import taxes may apply upon delivery. These charges are determined by your local customs authority and are the responsibility of the customer.

We are not responsible for customs delays, but we are happy to assist where possible.

How do I return an item?

To initiate a return, please contact us at ozaurashop@gmail.com with your order number and reason for return.
Our team will guide you through the next steps.

What if my item is defective, incorrect, or damaged?

We sincerely apologise for any inconvenience.

Please contact us as soon as possible and include:

  • Your order number

  • Clear photos of the item(s) and packaging

  • A brief description of the issue

We will review your case and arrange a replacement or refund as quickly as possible.

When will I receive my refund?

Refunds are issued to your original payment method within 7–10 business days after the return is processed or cancellation is confirmed.

Please note that your bank or card provider may take additional time to reflect the transaction.

Still need help?

Our support team is always here for you.
Please email us at ozaurashop@gmail.com,  and we’ll be happy to assis