Frequently Asked Questions
Frequently Asked Questions (FAQ)
Orders & Shipping
How long does delivery take?
Delivery times vary depending on your location. Most orders are delivered within 3–7 business days after processing. Tracking information will be provided once your order has been dispatched.
Do you ship nationwide?
Yes! HERAURA delivers across South Africa.
How can I track my order?
Once your order has been shipped, you'll receive a tracking number via email or SMS (where applicable).
How much does shipping cost?
Shipping costs are calculated at checkout based on your location and order value.
Products & Authenticity
Are your products authentic?
Yes. Every item undergoes a quality and authenticity verification process before being listed on our store.
Do products come with an authenticity certificate?
Selected products may include a HERAURA Certificate of Authenticity confirming the item has been verified and quality-checked.
What do your condition grades mean?
New With Tags (NWT) – Brand new with original tags attached.
Excellent – Minimal signs of wear.
Very Good – Light wear but excellent overall condition.
Good – Visible signs of wear consistent with normal use.
Are you affiliated with the brands you sell?
No. HERAURA is an independent retailer and is not affiliated with, endorsed by, or authorized by any of the brands featured on our website.
Returns & Refunds
Can I return my order?
Yes. Eligible items may be returned within 7 days of delivery, subject to our Refund & Return Policy.
How long do refunds take?
Approved refunds are typically processed within 5–10 business days after the returned item has been inspected.
Can I exchange an item?
Exchanges depend on stock availability. Please contact our support team for assistance.
What if I receive the wrong or damaged item?
Contact us within 48 hours of delivery with photos and your order number. We'll work quickly to resolve the issue.
Payments
What payment methods do you accept?
We accept secure online payments through trusted payment providers, including:
✔ Credit & Debit Cards
✔ Instant EFT
✔ Mobile Payment Options (where available)
Is my payment information secure?
Absolutely. All transactions are processed through secure, encrypted payment gateways.
Account & Shopping
Do I need an account to place an order?
No, guest checkout may be available. However, creating an account allows you to track orders and manage your shopping experience more easily.
Can I cancel my order?
Orders can only be cancelled before they have been processed or shipped.
Can I change my delivery address after placing an order?
Please contact us immediately. If your order has not yet been processed, we may be able to update your address.
Contact Us
How do I contact HERAURA?
Our customer support team is happy to assist you.
📧 Email: support@heraura.co.za
🕒 Support Hours: Monday – Friday, 9:00 AM – 5:00 PM
How quickly will I receive a response?
We aim to respond to all customer inquiries within 24–48 business hours.
Still Have Questions?
We're here to help.
Contact our support team and we'll be happy to assist you.
HERAURA
Elevate Your Aura. ✨