Preguntas Frecuentes

FREQUENTLY ASKED QUESTIONS

GENERAL INFORMATION

How can I get assistance if I need it?

You can call our customer service team 912 312 001 or contact customers@aoralife.com. We are happy to solve your problems. We respond to the emails in order of reception, and we will respond as quickly as possible.

Do you have a physical store?

We are in our own stands in several centers of El Corte Inglés.

ORDERS 

How do I make a purchase through your website?

Just follow these steps:

1.- Select the products you want and insert them in the cart. You can select as many products as you want, as well as the number of units of each.

2.- If you have a Mi AORA account, identify yourself to place your order. If you are a new user you can buy as a guest or create a My AORA account to be able to access later to your personal area and manage from there your orders.

3.- Check the details of your purchase. If you agree, you accept the terms and conditions and make your payment through PayPal or our virtual POS.

How do I use a discount coupon?

Once you have entered the products you want to buy in the cart and you have arrived at Checkout, you can enter your discount code by displaying the "I have a discount coupon" tab just before the BUY button.

Can I cancel an order after the purchase?

Of course! Just contact our Customer Care team as soon as possible through the contact form or by calling 91 231 20 01. If the package has not left our warehouse we will retain it so that it is no longer shipped. If it had already left we will organize the collection in your address to bring it back. In any case, the money we give back to you as soon as we know your message, once the order is received back in our warehouses.

Can I change an order after the purchase?

Of course, contact our Customer Care team as soon as possible through clients@aoralife.com or by calling 912 312 001. If the package has not yet left our warehouse, we will make the change in the moment. If it had already been sent we will have to wait until you receive your order and we will proceed to manage the change / return. Do not worry, we do it with pleasure and with the greatest possible diligence.

Can I enter a different address than the My AORA account for delivery

You can have more than one shipping address. In My AORA you will see your address book, you can add as many as you want and then choose which to send each order. Remember that it will not be possible to change the address when the product has left our warehouse.

PAYMENTS

What forms of payment do you accept?

We currently accept Visa, MasterCard, Maestro and Paypal. 

Is it safe to use my credit card to make a payment on your website?

Yes! We understand that the security of your personal information is extremely important to you. For this reason, we use an SSL certificate of security to protect your personal information and the information of your credit card from possible fraudulent use.

SHIPMENTS AND DELIVERIES 

Do you ship your products to the Canary Islands?

At the moment we only serve orders in Peninsula and Baleares. Very soon we will be able to send to Canary Islands, Ceuta and Melilla.

Will the shipping company contact me before making the delivery?

You will receive several emails as soon as you have completed your order:

  1. A mail from AORA as soon as the merchandise leaves our warehouse.
  2. An email from the carrier informing you of the status of the order indicating the approximate delivery date.
  3. A final mail from the shipping company on the day of delivery specifying the time range.

How long will it take to receive my product?

It depends on where you want to receive your product. The average delivery time is between 3 and 4 working days from the time we receive the order. If you have any additional questions you can contact our team clientes@aoralife.com or by calling 91 231 20 01.

Keep in mind, that the service will be from Monday to Saturday. Approximate delivery times for Peninsula are 24 hours and Balears 24/48 hours. These times are counted from the moment the merchandise is delivered to our shipping company: Express mail.

Remember that the shipping process may suffer alterations for different reasons, such as lack of stock, products that require individual manufacture or inclemencies. If there is any problem, we will always inform you promptly through the email account you registered at the time of making your purchase.

In the event of a temporary break in stocks, the order will remain on hold until we can secure delivery

What happens if the carrier comes while I am not home?

Our delivery company (Courier express), will make two attempts to deliver the package. If it is not possible, you will be notified in writing and you can pick it up at the appropriate office within 15 days. Anyway, remember that you can contact our team at clients@aoralife.com or by calling 912 312 001 so that we inform you.

Can we return the order?

You will have 14 days from the time you receive the order to return it. You will only need to contact us and request a refund. We will proceed to collect the product at the address you indicate, and after receiving it we will proceed to make the return of the money.

Remember: that the product must be in its original packaging and in perfect condition.

What can I do if I get the order and it is incorrect or items are missing?

If you receive an order and you are missing a component or the product shipped is not correct, and if the item you ordered appears correctly on the delivery note, please contact customer service to solve the problem.

If A product appears on the delivery note or in the order confirmation document, but it has not been delivered, it may not have arrived yet. If you have received the order in a damaged box or in bad condition contact us in Customer Service or through The web so that we can solve it as quickly as possible.

MY AORA

How can I change the details of my AORA account?

Entering my AORA through the mobile hamburger menu or through the user icon in the upper corner of your computer screen. Within My AORA you can go to the section that you want to modify: addresses, newsletter, etc.

Do I need to create an account My AORA to buy in AORA?

No, you can always buy as a guest without entering a password. Having said that, we recommend that you create a My AORA account in order to enter your personal area and view the status of the orders. 

Will I receive any spam for creating a My AORA account?

We do not like being disturbed, like you. Neither spam nor abuse of mailing.

 

CHANGES AND RETURNS 

I want to return a product. How do I do it?

Returns are handled very easily! Just send us a form with the information we need (customer name, order number and product you want to return) and we will take care of everything. All returns can be requested within 14 days!

How long does it take to receive my refund?

We will refund the money immediately after the product returned by the transport company has been delivered and verified that it keeps its packaging and original condition.

 



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