FAQ

Frequently Asked Questions

We have put together answers to the questions we get asked most. If you do not find what you are looking for here, please do not hesitate to contact us directly — we are always happy to help.

ORDERS & PAYMENT

How do I place an order? Simply browse our store, add your favourite products to your cart, and proceed to checkout. Follow the steps to enter your delivery details and select your preferred payment method. Once payment is confirmed you will receive an order confirmation email.

What payment methods do you accept? We accept payment via Yoco and Payfast. Through Payfast you can pay by credit card, debit card, instant EFT, and SnapScan. All payments are processed through secure, encrypted gateways — your payment information is always protected.

Is it safe to pay on your website? Yes. PureAura Wellness uses trusted South African payment gateways (Yoco and Payfast) that are fully encrypted and PCI compliant. We do not store your card details on our systems at any point.

Can I change or cancel my order after placing it? Please contact us as soon as possible at contact@pureaurawellnesss.co.za if you need to change or cancel your order. We will do our best to assist, but once an order has been dispatched we are unable to make changes.

I did not receive an order confirmation email — what should I do? Please check your spam or junk mail folder first. If it is not there, contact us with your name and the email address used at checkout and we will resend your confirmation.

SHIPPING & DELIVERY

How much does shipping cost? Absolutely nothing — shipping is completely free on all orders across South Africa, no minimum spend required.

How long will my order take to arrive? Please allow up to 21 days from your dispatch notification for your order to arrive. You will receive a tracking number so you can follow your parcel the entire way.

Do you deliver to my area? We deliver to all areas across South Africa including major cities, townships, towns, and most rural areas. If your area is not serviceable at checkout you will be notified before completing payment.

How do I track my order? Once your order is dispatched you will receive a tracking number via email. Use this number on the courier's website to check your delivery status at any time.

What happens if I miss my delivery? The courier will typically attempt delivery again or leave a collection notification. We recommend using a work or business address if you are unlikely to be home during business hours. If the parcel is returned to us due to a missed delivery or incorrect address, a re-delivery fee will apply.

Do you ship internationally? We do not currently offer international shipping. We are proudly focused on serving South African customers for now, with plans to expand in the future.

RETURNS & REFUNDS

What is your return policy? We accept returns within 7 days of delivery for products that are unopened, unused, and in their original packaging. Due to hygiene and safety standards, we cannot accept returns on beauty, skincare, or wellness products that have been opened or used. Please refer to our full Refund & Return Policy for details.

My product arrived damaged — what do I do? We are sorry to hear that. Please take photos or a short video immediately and email us at contact@pureaurawellnesss.co.za with your order number and images. We will resolve the matter as quickly as possible at no cost to you.

I received the wrong product — what do I do? Please contact us within a reasonable time of receiving your order. We will arrange collection of the incorrect item and send you the right product or issue a full refund — whichever you prefer.

How long does a refund take? Once your return has been received and approved, your refund will be processed within 5–7 business days back to your original payment method. Please allow an additional 2–3 business days for your bank to reflect the amount.

Do I pay for return shipping? For change-of-mind returns, the customer covers return shipping. If your product is damaged, defective, or incorrect, PureAura Wellness covers all return shipping costs.

PRODUCTS

Are your products safe to use? Yes. Every product available on PureAura Wellness is carefully selected for quality and safety. Always read the product label and patch test new skincare products before full use, especially if you have sensitive skin.

Are your products suitable for all skin types? Most of our products are formulated to be suitable for all skin types. Individual product descriptions will note any specific skin type recommendations. When in doubt, do a patch test first.

Are your products cruelty free? We are committed to offering products that align with ethical and conscious wellness values. Product-specific cruelty-free details are outlined in each product description.

Can I use your products if I have sensitive skin? We recommend reading each product's full ingredient list carefully and doing a patch test before applying any new product to your face or body. If you have a known skin condition, please consult a dermatologist before use.

Do your products have an expiry date? Yes, all products have a shelf life. Expiry information is printed on each product's packaging. Please store products as directed on the label to maintain their quality and effectiveness.

GENERAL

How do I contact PureAura Wellness? You can reach us at: Email: contact@pureaurawellnesss.co.za Instagram: @pure_aurawellness Facebook: PureAura Wellness We respond to all queries Monday to Friday within 1–2 business days.

Do you have a physical store? PureAura Wellness is an online-only store. This allows us to bring you premium wellness products at better prices without the overhead of a physical retail space.

How do I stay updated on new products and promotions? Join the PureAura Community by subscribing to our newsletter at the bottom of our homepage. You will be the first to know about new arrivals, exclusive offers, and wellness tips. You can also follow us on Instagram and Facebook.

I have a question not covered here — what should I do? Please email us at contact@pureaurawellnesss.co.za and we will get back to you within 1–2 business days. No question is too small — we are here to help.

PureAura Wellness — Pure Care. Pure Aura.