FAQs & Terms

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COVID-19

Please note: Whilst all of our hampers are shipped express post (usually arriving at their destination in 1-2 days), there may be slight delays due to COVID-19. We recommend allowing extra time for your order to arrive wherever possible.

 

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ORDERING

HOW CAN I PLACE AN ORDER WITH AURA HAMPERS?

You can order online at any time 24 hours a day, 7 days a week. Browse our hampers on the 'Shop Hampers' page and once you’ve found the perfect gift for yourself or someone you care about, click ‘Add to Cart’ and place your order with our easy-to-use checkout.

Remember that adding a personalised card is free so once you have added your chosen hamper to the shopping cart, visit the 'Add a personalised card' page to select a design and add that to your cart too! One card per order.

When you go into your shopping cart you will be able to type your own heartfelt message which will be written onto the back of your personalised card. This is optional and the card will be blank on the back if a message has not been typed.

Your personalised card is then carefully placed inside your chosen hamper as a lovely surprise for your Aura Hamper recipient.

 

Our system is currently set up to purchase one hamper at a time - one hamper to one address, and one shipping cost. You may make multiple purchases by processing them one at a time or contact us to make any special requests and we will do our best to meet your needs.

If you are having any trouble placing your order please contact us at info@aurahampers.com.au.

 

HOW WILL MY HAMPER BE PRESENTED AND PACKAGED?

Each Aura Hamper is packed with great care into our custom gift box to make your recipient feel that they have received something unique and special. Because they have!

Products are carefully nestled inside on a bed of finely shredded wood with a small product information card. Your personalised quote card is added into the box before it is sealed and sent on it's way inside a postal satchel.

 

CAN I PERSONALISE MY HAMPER WITH A GIFT CARD AND MESSAGE?

Definitely! Before finalising the order, you will be able to add your own message to a personalised card. Every Aura Hamper comes with a free quote card of your choosing (should you choose to add one to the cart). You also have the option to type your unique message in the message box at checkout which will be written onto the back of your quote card.

 

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PURCHASE ENQUIRIES

CAN I BUY MORE THAN ONE HAMPER?

Absolutely, we would love to help! Whether you are after 2 hampers or 22, we will work to accommodate your requests as best we can. Our products are all handcrafted in small batches so we may just need that little bit of extra lead time. 

Our system is currently set up to purchase one hamper at a time - one hamper to one address. You may make multiple purchases by processing them one at a time or contact us to make any special requests and we will do our best to meet your needs.

Please contact us at info@aurahampers.com.au.

 

WHAT PAYMENT TYPES DO YOU ACCEPT?

We accept VISA, Mastercard and AMEX through a secure payment gateway (powered by Shopify) and PayPal. We do not accept cash or cheques online.

All pricing is listed in Australian dollars (AUD)

 

ARE MY CREDIT CARD DETAILS SECURE WHEN I USE YOUR PAYMENT SYSTEM?

When ordering online with our secure paying system, we don’t see or have access to any credit card details or account numbers. For phone or email orders, credit card or account details are destroyed once payment has been approved. These procedures are in adherence to the Privacy Act Laws.

 

IS AN INVOICE OR RECEIPT SENT WITH MY AURA HAMPER?

No. The order and payment details is only emailed to the buyer upon purchase of your Aura Hamper. This email address is the email address you supply to us at checkout. The recipient of the hamper will not be aware of any costings as there is no paperwork printed or sent with the hamper itself.

 

AMENDED ORDERS OR CANCELLATION

If you have made a mistake during the order process please contact us immediately to notify us of any changes. Orders cannot be amended or cancelled once they have been prepared and passed on to our couriers for delivery.

 

REFUNDS

Due to the hygienic nature of our products, Aura Hampers does not provide refunds for change of mind after our products have been dispatched or if the wrong address was provided at checkout. If any of the products were damaged during transit please contact us straight away at info@aurahampers.com.au. 

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DELIVERY

WHEN WILL MY HAMPER BE PACKAGED AND DELIVERED?

Aura Hampers endeavour to pack and send your hamper within 24 hours Monday – Friday of the day of purchase. We use Australia Post to ship or express courier your parcel. As a result we do not deliver on weekends and public holidays. If you make a purchase after midday on a Friday, on the weekend or a public holiday your order will be shipped the next business day. Estimated arrival at the recipients address could be an additional 1-4 days, based on the Australia post guidelines below.

We recommend urgent parcels be sent via express post. All parcels are packed with care and registered with a tracking number. As a general rule Express Post parcels are expected to arrive within 1-2 business days of us shipping your order, however shipping to rural areas may take longer and could be up to 4 business days. Standard shipping can take 3-7+ days

For express post delivery estimates to specific locations please reference the Australia Post estimated shipping time chart here.

A tracking number will be emailed to you to track your parcel after it has left our premises.

****Please scroll to the top of this page regarding potential delays due to COVID-19. ***

To ensure your Aura Hamper reaches its intended location please double check the shipping address is correct before completing your order.

'Email Address' = your email address so that you receive all communication, order confirmation, receipt and tracking details.

'Shipping Address' = the recipients address (Please be sure to include the hospital name, the recipients 'check-in' name, ward and room number if applicable)

'Billing Address' = your address, if different to shipping address.

 

Occasionally a hamper may be returned to us for one of the following reasons:

  • a card was left but there was no response from the recipient to rearrange delivery
  • the recipient is not known at that address or has moved
  • address details are incorrect or insufficient
  • the recipient was in a hospital or hotel and has been discharged or checked out

If a parcel has an incorrect address, our couriers are unable to call the recipient to verify and the parcel will be returned to us.

Hampers cannot be re-directed while in transit and will need to be returned to us before being sent to the new/correct address.

We will inform you immediately if a hamper you ordered has been returned to us.

An applicable re-delivery fee will be passed on to you to facilitate the delivery of the hamper to the same address or an alternative address.

 

WHAT HAPPENS IF I SUPPLY THE WRONG ADDRESS?

This is something we cannot foresee and Aura Hampers takes no responsibility if you provide the wrong delivery address or details. We endeavour to send each hamper out within 24 hours of receiving an order. If you do notice you have provided the wrong address, please contact us immediately at info@aurahampers.com.au to see if we can help. 

 

DOES AURA HAMPERS DELIVER TO PO BOX ADDRESSES?

No. We offer a door to door delivery service with Australia Post or a courier service. We are unable to deliver to PO Box addresses.

 

WHAT INFORMATION DO I NEED TO PROVIDE FOR DELIVERY TO A HOME ADDRESS?

Please include the recipient's name and full address in the 'Shipping Address' section. Please also include your own name, address and phone number in the 'Billing Address' section in case we need to contact you.

If you wish to add a personalised message please type your unique message in the message box at checkout.

 

WHAT INFORMATION DO I NEED TO PROVIDE FOR DELIVERY TO A HOSPITAL ADDRESS?

Please be sure to include the hospital name, the recipients 'check-in' name, ward and room number.

Please consider the estimated delivery dates of Australia Post Express Post Satchels prior to checkout to ensure the recipient will not have checked out of hospital before your Aura Hamper is expected to be delivered. Aura Hampers takes no responsibility should the recipient check out prior to the expected delivery date.

 

WHAT IF THE RECIPIENT ISN’T HOME AT THE TIME OF THE DELIVERY?

Australia Post will leave a calling card in the mailbox or at the front door, explaining that the recipient has received a parcel and needs to arrange for alternative delivery or pickup. You may receive a message from Australia Post to which you can reply and choose to leave the package at the front door or another appropriate place if no one is home, but please don’t choose this option if there is a risk of the parcel getting wet or stolen. We really want to make someone’s day special and ensure your order is received in good order.

 

WHAT IF MY GIFT HAMPER GETS LOST OR DAMAGED IN TRANSIT?

Please inform us immediately if this should occur and we’ll investigate with Australia Post to find out exactly what has happened with your hamper. We will keep you informed throughout the process.

Please email info@aurahampers.com.au.

 

WHERE DO YOU DELIVER?

Aura Hampers deliver Australia wide.

    Please contact us if you would like more than one hamper or a custom shipping quote for international orders.

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    DISCLAIMER

    Information on this site is not intended as a substitute for advice provided by a physician or another health care professional. If you are pregnant or nursing, or have any concerns about your health, you should always consult with a health care professional before using a product. The products and the claims made about specific products, ingredients and information contained on or in any product label or packaging on or through this site are not intended or approved to diagnose, treat, cure, or prevent any disease. The use of any information provided on this site is solely at your own risk. Customer reviews and testimonials are provided for informational purposes only and reflect the individual reviewer’s results and experiences only. Actual results may vary among users.

     

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    QUERIES

    If you have any queries or concerns with the hamper(s) you have sent or received, please email us at info@aurahampers.com.au.

    We are here to look after you.