AURA Hair Group BC
Shipping & Exchange Policy

SHIPPING: We currently do not offer shipping outside of British Columbia. We offer complimentary regular Canada Post ground shipping on orders of $49 or more, before applicable taxes within BC. All orders will be shipped within 1-3 business days of the order being placed. 

  • Regular Canada Post Ground (excluding weekends and holidays and 5-10 business days)
  • For orders under $49 before applicable taxes, the flat rate shipping fee is $10 

SHIPPING FAQ:

  1. Mail item has not arrived by the expected date:
  • Use the Track tool from Canada Post to see its status.
  1. My package is lost, what can I do?
  2. If your package has been lost or stolen it is important that you submit a ticket with Canada Post first in order for us to ensure that it can be resolved.
  • Submit a ticket with Canada Post, once you have submitted the ticket please email us at info@auraatsets.ca with the reference number provided. We will then follow up with Canada Post. Please note this process is taking longer than usual, allow 10-12 business days for a resolution. 

ORDER TRACKING: Once the order has been shipped, we will send an email with tracking information. Click on the link to track your package. Please note it may take up to 48hrs for your tracking number to be activated after your order has been processed

IN-STORE PICK UP: Save on shipping and time by choosing instore pickup. Bring your order confirmation and valid photo ID to pick up your order. All orders will be confirmed by email when ready for pickup.  All instore pick-up orders must be picked up within 5 days of receiving a notification that the order is ready for pick up or else they are considered abandoned. Abandoned orders will be cancelled and refunded. Practice social distancing when picking up orders. 

CUSTOMER EXCHANGE POLICYAuraHairGroup BC guarantees satisfaction on every product and styling tools we sell. All online purchases may be exchanged at all AuraHairGroup BC locations, provided the following guidelines are met. All online clearance items are final sale.

HAIR CARE PRODUCTS:  All hair care products may be exchanged only, provided that the exchange is made within 14 days of original purchase date and is accompanied by proof of purchase, such as a receipt, or alternatively. All original components must be returned at that time, original packaging and if applicable, any accompanying free product/gift with purchase. The hair care product must have a minimum 2/3 full in original packaging. If the customer is unable to find a suitable product exchange or the desired item is not in stock, a gift card in the amount of the original price paid for the original purchase product, will be issued.

STYLING TOOLS: All electrical tools may be exchanged only, provided that the return is made within 14 days of original purchase date and is accompanied by proof of purchase such as a receipt, or alternatively.  All original packaging must be returned at that time and any free goods. If a customer is unable to find a suitable product exchange, or the desired item is not in stock, a gift card in the amount of the original price paid for the original purchased product, will be issued.

DEFECTIVE STYLING TOOLS: Styling tools with a manufacturer defect may be exchanged within one year of original purchase date, provided they are accompanied by a receipt. No exchanges will be given without proof of purchase. If a customer is unable to find a suitable product exchange, or the desired item is not in stock, a gift card in the amount of the original price paid for the original purchased product, will be issued.

HOME HAIR COLOUR: Unopened home hair colour items may be exchanged only, provided that the exchange is made within 14 days of the original purchase date and is accompanied by proof of purchase such as a receipt. If the customer is unable to find a suitable exchange or the desired item is not in stock, a gift card in the amount of the original price paid for the original purchased product, will be issued.

PERSONAL ITEMS & GIFT CARDS: Personal items such as brushes, combs, nail polishes, nail products, cosmetics, hair extensions, hair accessories and opened home hair colour items are final sale and not exchangeable. Gift Cards and E-Gift Cards are final sale and are not refundable and/or not exchangeable.

ONLINE PURCHASES: Any purchase made from www.auraatsets.ca may be exchanged at any AURA Hair Group BC location for exchange only, provided that the exchange is made within 14 days of the original purchase date and is accompanied by proof of purchase such as a receipt. If the customer is unable to find a suitable exchange or the desired item is not in stock, a gift card in the amount of the original price paid for the original product purchased, will be issued. Clearance items and prices are available online only. While quantities last. All clearance items are final sale.  

Do not return any products via air shipment. Aerosol products in pressurized containers and products containing certain chemicals are restricted to ground shipping service only.

Please note that you will be responsible for the shipping costs of returning your item. These costs are non-refundable.

If you have any questions on how to return your item, contact us.

Aura at Sets Salon Spa 

Metropolis at Metrotown
1230-4700 Kingsway 
Burnaby, BC V5H 4M1

email us at: info@auraatsets.ca