Auriarose FAQ
Info Hub
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All The Answers You Need
Orders & Account
Do I need an account to place an order?
Do I need an account to place an order?
You can complete your purchase using our guest checkout option. Once your
order is placed, we will send the confirmation and tracking details to your email.
However, creating an account comes with perks:
- Faster checkout – Save your address for future orders.
- Order tracking – Easily review past orders and track current shipments.
- Leave reviews – Share your feedback on our products.
Want to make future checkouts even easier? Click here (https://auriarose.com/register/)
What should I do if I forget my password?
No worries! Simply click the account icon on the homepage, then select “Forgot
your password?” Follow the instructions to reset your password, and you will be
back in no time!
What are the payment options accepted?
- FPX – A recognized and secured online payment option for Malaysians.
- PayPal – One of the most trusted online payment channels, providing an extra layer of security for worry-free shopping.
- Credit and Debit card (Mastercard & VISA) included.
These payment options will be available when you proceed to checkout.
I cannot find the item from the product listing I purchased some time ago
Items may be removed from our product listings if they are:
- Sold out and no longer available.
- Moved to the Clearance Sale section as part of our last batch inventory.
Do you restock on items that are previously sold out?
Restocking depends on demand and material costs. To request a restock, add
the item to your wishlist under the product description.
We will notify you via email if it becomes available!
Shipping
What shipping methods do you offer?
- Standard Shipping: Domestic Delivery (Pos Laju).
- Express Shipping: International Delivery (DHL courier).
How do I track my order?
- Log in to your account under ‘My Account – My Purchase’ to check your
order status. - Guest checkout users would not see order status but will receive a tracking number via email.
- If you do not receive a tracking number within 3 business days, contact us
at [email protected].
| STATUS | DESCRIPTION |
| In Progress | Order is being processed. |
| Shipped | Order has been sent to the courier; tracking number emailed. |
| Cancelled | Order was cancelled. |
| Complete | Order successfully received |
Do I have to pay custom duties?
If your order exceeds the country’s duty-free limit, you must pay import duties
for customs clearance.
Returns and Exchange
Returns and Exchanges
At AuriaRose, your satisfaction is our priority. We are happy to offer returns and
exchanges, provided the following conditions are met:
- Returned item(s) must be accompanied by proof of purchase (Order
Number). - Item(s) must be returned with original box and packaging.
- Item(s) must be unworn, unwashed, unaltered and in perfect unused
condition. We recommend you try them on a carpet to ensure they do not
get damaged or dirty. - Item(s) must be in original condition without any missing or replacement
parts. - Item(s) must not have any signs of abuse or negligence (e.g. exposure
to chemicals, odors, colors, soiled, sharp objects, etc). - Sale items are not entitled for return and exchange. Any exchange
request should be made within 14 days of the date you receive your
order. Exchange can only be made once.
All return and exchange postage costs are to be borne by the customer except for receiving incorrect item(s) which then will be covered by AuriaRose.
How do I return an item?
Return Request
Visit the Contact Us Page, choose ”Return items” from the ”Your Question/Title” option, and submit a request with:
- Order number (Can get at the order history in account page).
- Issue details
- Supporting images/videos (required for transit damage)
- Email address
Return Process
- Retrieve the return address.
- Pack the item(s) in original packaging.
- Ship via a courier of your choice.
- Email us the tracking number.
Important Notes
- Processing takes up to 5 working days after we receive your package.
- Exchanges or refunds depend on product availability.
- Customers will cover shipping fees.
- Return the package before placing a new order.
- Return fees are to be borne by consumers.
Can I change the shipping details after payment?
If you need to update your shipping details after payment, please contact us as soon as possible.
However, if the package has already been processed and dispatched with an
incorrect address, you will need to contact your local courier to claim ownership. You may be required to provide:
- Tracking number
- ID card
- Order invoice (available in your registered email)
If the package is returned to us by the courier, you will be responsible for
additional shipping fees for a re-delivery attempt.
If we do not receive confirmation for re-delivery within 5 working days, we will
proceed with a refund to your original payment method.
What if my item is damaged or missing?
We carefully inspect all items before shipping to ensure they arrive in perfect
condition.
If your package appears damaged or missing items upon arrival, please take
images or a video (including the shipping label) before opening it. This serves
as proof for any claims.
To report an issue, email us with:
✔ Order number
✔ Details of the issue
✔ Images/Video Proof
AuriaRose reserves the right to reject return requests without supporting
evidence.
Note* :
POS Laju– If the item inside was broken, please file a damage report with your
local post office. Once you have signed the applicable document and received a copy, please forward a scan of it to us. We will then be able to file for compensation with Pos Malaysia.
DHL– If your package arrives damaged, please contact us as soon as possible with a clear photo or video showing the damage along with the paper invoice and shipping label. Do not throw away the shipping documents (invoice and label) until the issue is fully resolved. We will contact DHL to file a compensation claim on your behalf. The video must include the following:
- Shipping labels
- Unboxing process showing the product condition upon opening.
- Clear visible damage on the product.
Refunds
How does your refund policy work?
We understand that sometimes a refund may be necessary, and we sincerely apologize for any inconvenience.
- Refund requests must be made within 14 days of receiving your order.
- Approved refunds will be issued based on the item’s price and processed via your original payment method.
- Please allow up to 14 working days for the refund to reflect in your account depending on your bank.
Important Notes:
- Sale items & shipping fees are non-refundable.
- Refunds are not applicable for items damaged due to consumer’s negligence.
- Items damaged during transit are eligible for a refund or exchange if the filed compensation is successful (excluding shipping fees).
- Video proof & image(s) (including shipping labels) are required before opening a damaged package.
What should I do if I still have not receive my refunds after 14 working days?
- Check your bank account to ensure the refund has not been processed.
- Contact your credit card provider or bank as processing times may vary.
If you have completed these steps and still have not received your refund, please reach out to us at [email protected] for further assistance.
Privacy Policy
Effective Date: [July 2025]
At Auria Rose, your privacy is important to us. This Privacy Policy explains how we collect, use, and protect your personal information when you visit and make purchases on our website [auriarose.com].
Information We Collect
a) Personal Information
When you make a purchase or register on our site, we may collect:
- Full name
- Email address
- Phone number
- Billing and shipping addresses
- Payment information (processed securely via our payment gateway)
b) Non-Personal Information
We also collect non-identifying information through cookies and analytics tools, including:
- IP address
- Browser type and version
- Pages visited and time spent on our website
- Device and operating system information
How We Use Your Information
We use your information to:
- Process orders and payments
- Provide customer support
- Send order confirmations, updates, and promotional emails (you can opt-out anytime)
- Improve website functionality and user experience
- Prevent fraudulent transactions and enhance security
Payment Information
We do not store your full credit card or payment details. All payment transactions are processed securely through our third-party payment gateway: [e.g., FPX, PayPal, etc.]. Please refer to their privacy policy for further information on how they handle your data.
Cookies and Tracking Technologies
We use cookies and similar technologies to:
- Remember your cart items and login status.
- Understand user behavior via analytics (e.g., Google Analytics).
- Show relevant ads and offers via remarketing platforms
You can control cookie settings via your browser preferences.
Sharing of Information
We do not sell or rent your personal data. We may share your information only with:
- Payment processors to complete transactions.
- Delivery and courier services to ship your order.
- Marketing or analytics providers under strict confidentiality terms.
- Law enforcement or government bodies when legally required.
Data Protection
We implement security measures such as:
- SSL encryption
- Secure data storage
- Limited access to personal data by authorized personnel only
Your Rights
You may:
- Access or request a copy of your personal data.
- Update or correct your personal data.
- Request deletion of your data (subject to legal retention requirements).
- Opt-out of marketing communications
To do so, please contact us at [[email protected]].
Children’s Privacy
Our site is not intended for individuals under 18. We do not knowingly collect personal data from children.
Changes to This Policy
We may update this Privacy Policy from time to time. Updates will be posted here with a revised effective date.
Contact Us
If you have any questions or concerns about this Privacy Policy, please contact:
- Auria Rose
- Email: [email protected]
QUESTIONS?
