Refund policy

Change-of-mind returns and exchanges

For eligible ready-to-wear items, contact us within 14 calendar days of delivery to request a return or exchange. Send the item back within 14 calendar days of your request. A careful try-on is allowed. The item must be clean, unworn beyond the try-on, unaltered, and returned in its original packaging with tags attached and the hair and lace uncut.

For change-of-mind returns or exchanges, you pay return postage and any quoted shipping charge for a replacement shipment. AURA charges no restocking or exchange fee. Original shipping charges are refunded where required by law. We do not deduct an original shipping charge if you received free shipping.

Personalized orders

A personalized order is confirmed when AURA confirms receipt of payment and acceptance of the final written specifications. You can cancel within 24 hours of that confirmation for a full refund. After that, pieces made to your measurements or altered at your request are final sale for change of mind, subject to applicable consumer rights.

Damaged, defective or incorrect items

If any item, including a personalized piece, arrives damaged, is defective, or differs from the confirmed order, email info@aurahairhouse.com with your order number and a description of the issue. We will explain the available remedy and cover any required return shipping when the issue is on AURA’s side. The change-of-mind deadlines and exclusions above do not limit your statutory rights.

How to start a return and when to expect your refund

Use your customer account or email info@aurahairhouse.com with your order number. We’ll send return instructions. If you contact us in time, a delay in our response will not affect your eligibility. Once we receive and inspect your return, we aim to process an approved refund within 5 business days, or sooner where required by law. The refund goes to the original payment method.

Return address: AURA HAIR HOUSE, Building 25, ground floor, Salah Al-Suhaimat Street, Sweifieh, Amman 11185, Jordan. Phone: +962 77 986 5561 or +962 79 815 0974.