Frequently Asked Questions (FAQ)
Welcome to the AuraSuite Help Centre. Here you'll find answers to the most common questions about our products, orders, shipping, payments, and returns.
If you can't find the information you're looking for, please contact our customer support team—we're always happy to help.
Orders
How do I place an order?
Simply browse our collection, add your favourite products to your cart, proceed to checkout, and complete your payment using one of our secure payment methods.
Can I cancel my order?
Yes. Orders may be cancelled before they have been processed or shipped.
Once an order has been packed or dispatched, it can no longer be cancelled. Please contact us immediately if you need assistance.
Can I change my delivery address after placing an order?
If your order has not yet been processed, we may be able to update your shipping address.
Please contact us as soon as possible after placing your order.
Shipping
How long does delivery take?
Estimated delivery times are:
- West Malaysia: 1–3 Business Days
- East Malaysia: 3–7 Business Days
- International Orders: 5–15 Business Days
Delivery times may vary during promotional periods or public holidays.
Do you offer free shipping?
Yes.
AuraSuite offers FREE standard shipping within Malaysia on qualifying orders that meet our minimum purchase requirement.
Please visit our Free Shipping Program page for the latest details.
Which courier companies do you use?
We work with trusted logistics partners including:
- SPX Express
- J&T Express
- Ninja Van
- Pos Laju
- Flash Express
- BEST Express
- City-Link Express
- GDEX
- DHL eCommerce
- UPS (selected international shipments)
How can I track my order?
Once your order has been dispatched, you'll receive a tracking number by email.
You can also visit our Track Your Order page to monitor your shipment.
Payments
What payment methods do you accept?
AuraSuite supports secure payment methods available through Shopify Checkout, including:
- FPX Online Banking
- DuitNow
- Visa
- Mastercard
- American Express
- GrabPay
- Touch 'n Go eWallet
- Boost
- Apple Pay
- Google Pay
- Shop Pay
- PayPal
Available payment methods may vary depending on your location and checkout settings.
Is my payment secure?
Yes.
All payments are processed through Shopify's secure checkout with industry-standard encryption to protect your personal and payment information.
Products
Are your fragrances authentic?
AuraSuite is committed to offering high-quality fragrance products sourced from trusted suppliers. Product descriptions clearly identify the specific item being sold. If you have any questions before purchasing, please contact us for clarification.
Why does the packaging sometimes look different?
Manufacturers occasionally update packaging, bottle designs, or labels without prior notice.
These cosmetic changes do not affect the fragrance itself.
How should I store my perfume?
For the best longevity:
- Store in a cool, dry place.
- Keep away from direct sunlight.
- Avoid excessive heat and humidity.
- Keep the bottle tightly closed after use.
Returns & Refunds
Can I return a perfume?
Returns are accepted only for eligible cases such as:
- Incorrect item received
- Damaged product
- Defective item
- Missing item
Products must remain unused and in their original condition.
Please refer to our Return & Refund Policy for full details.
How long does a refund take?
Approved refunds are typically processed within 5–10 business days, depending on your payment provider or bank.
Who pays for return shipping?
If the return is due to our error (incorrect, damaged, or defective item), AuraSuite will cover the return shipping costs.
For other approved returns, customers are responsible for return shipping charges.
Promotions
Can I combine multiple promotions?
Unless otherwise stated, promotions, discount codes, vouchers, and special offers cannot be combined.
Only one eligible promotion may be applied per order.
Why isn't my discount code working?
Please check that:
- The voucher has not expired.
- Your order meets the minimum spend requirement.
- Eligible products are included.
- The voucher hasn't reached its redemption limit.
If you're still having issues, please contact our support team.
Need More Help?
If your question isn't answered here, we're ready to assist.
AuraSuite Customer Support
💬 WhatsApp: +60 11-1499 4014
🇲🇾 Malaysia
Business Hours
Monday – Friday
9:00 AM – 6:00 PM (GMT+8)
Why Shop with AuraSuite?
- Premium Quality Fragrances
- Secure Shopify Checkout
- Fast Malaysia-Wide Shipping
- International Delivery Available
- Reliable Customer Support
- Trusted Shopping Experience