Shipping & returns

Last revised 1 October 2026

These terms apply to all orders placed with Aurenza Lifestyle Pvt. Ltd. through aurenza.com. They sit alongside our terms of sale and privacy policy, which govern the wider relationship between you and the house.

Dispatch times

Orders confirmed before 14:00 IST on a working day are packed the same day. Orders confirmed after that, or on a Sunday or public holiday, are packed on the next working day. Each extrait is drawn from stock held at our Mumbai dispatch room; the Grasse atelier ships only to the European Union.

Because every flacon is inspected, weighed and wrapped by hand, dispatch is not instant. A tracking number is issued the moment the parcel is handed to the courier, and the order status page updates with each scan.

• Working days are Monday to Saturday, excluding national holidays in India.
• Dispatch confirmation is sent by email and is separate from the order confirmation.
• During a collection launch, dispatch may extend by one working day. We state this at checkout.

Shipping within India

Domestic parcels travel with our contracted courier and are insured to the full value of the order. Express shipping is complimentary on orders above ₹8,000; below that threshold the rates below apply.

Delivery estimates run from the day of dispatch, not the day the order is placed. Remote pin codes may add one working day. We do not deliver to postal boxes within India.

International shipping

International parcels are carried by DHL Express on a signed-for, fully tracked service. Rates are calculated per region at checkout and are shown in Indian rupees before payment.

We currently ship to 38 countries. If your country is not offered at checkout, write to client care and we will confirm whether a courier route can be arranged. Fragrance is classified as a dangerous good for air freight, so a small number of destinations cannot be served by express carriers.

Duties & customs

For the United Arab Emirates, Singapore, the United Kingdom and the European Union, duties and import taxes are calculated at checkout and paid by us. The price you pay is the delivered price, and the courier will not ask you for a further payment on arrival.

For all other destinations, orders are shipped on delivered-duty-unpaid terms. The courier will collect any customs duty, import tax or clearance fee before release. These charges are set by the destination authority, not by Aurenza, and are the responsibility of the recipient.

• Refused parcels are returned to Mumbai; any duty already paid to the authority is not refundable.
• Customs delays are outside our control and are not counted within the delivery estimates above.
• We declare the full commercial value of every parcel. We do not under-declare for customs.

Packaging & sustainability

Orders are packed in a rigid, unbleached board box with a moulded pulp insert shaped to the flacon. There is no plastic film, no foam and no void fill. The insert is home-compostable and the outer board is recyclable in standard paper streams.

The flacon itself is designed to be kept. Its collar unscrews, and the glass is heavy-walled so that it survives refilling. We do not use cellophane seals on the bottle; the hygiene seal is on the outer box, which is why an opened box cannot be resealed as new.

Returns — window & process

You may return an order within 30 calendar days of delivery, provided the flacon is unopened and the outer hygiene seal is intact. The process is deliberately short and does not require you to give a reason, though a reason helps us improve the house.

1. 01

   Request a return

   Open your order in account & orders and select “Return or exchange”, or write to client care with your order number. We reply with a return authorisation and a prepaid label within one working day.

2. 02

   Pack the flacon

   Return the flacon in its original box, sealed, with the hygiene strip unbroken. Reuse the outer carton the order arrived in. Do not send an opened flacon — it cannot be accepted for hygiene reasons.

3. 03

   Hand it to the courier

   Attach the prepaid label and book a collection, or drop the parcel at the carrier’s nearest point. Domestic returns are free; international returns are subject to the label cost quoted when the authorisation is issued.

4. 04

   Inspection

   On arrival in Mumbai the parcel is inspected against the return authorisation. If the seal is intact and the contents are complete, the return is approved the same day. If it is not, we contact you before taking any further step.

5. 05

   Refund issued

   Once approved, the refund is released to your original payment method. You receive an email when it is released; the time it then takes to appear is set by your bank, and is listed below.

Exclusions

A small number of items cannot be returned, either for hygiene reasons or because they are made to order. These exclusions are set out at the point of sale and repeated here for clarity.

• Opened flacons. Once the hygiene seal is broken, a fragrance cannot be resold or restocked. This is a hygiene exclusion and applies regardless of how much of the composition has been used.
• Discovery sets and 2 ml vials. Single-use vials and discovery sets are non-returnable once the outer seal is opened.
• Engraved and personalised flacons. Items engraved with a name, date or message are made to order and cannot be returned unless faulty.
• Gift cards. Gift cards are non-refundable and cannot be exchanged for cash.
• Final-sale items. Archive pieces marked “final sale” at checkout are excluded from the returns window.

None of these exclusions affect your rights where an item arrives damaged, faulty or not as described. In that case contact client care within 48 hours of delivery and we will replace the item or refund it in full, including the original shipping charge.

Refund timings

Refunds are released within 2 working days of the return being approved. The time for the amount to appear in your account then depends on the payment method used.

Refunds are issued in the original currency. Where a card was used in a different currency, the amount refunded may differ slightly from the amount charged because of exchange-rate movement; that difference is not borne by Aurenza.

Exchanges

If the composition is not right but the flacon is still sealed, you may exchange it once for another fragrance of equal or greater value, paying the difference. Exchanges follow the same 30-day window and the same hygiene conditions as returns.

• One exchange per order line.
• Choose any fragrance in the current collection; archive pieces are excluded.
• Where the new fragrance costs less, the balance is refunded as store credit, not cash.
• Replacement orders are dispatched once the original parcel is received and inspected.

The refill programme

Aurenza flacons are built to be refilled rather than replaced. Return an empty flacon — in person at the Mumbai boutique or by post using the refill label enclosed with every order — and we will fill it again at 20% below the price of a new bottle of the same composition.

• The flacon must be a genuine Aurenza 50 ml or 100 ml bottle with its collar intact.
• Refills are drawn from the same maceration batch as new stock and carry the same quality guarantee.
• Allow 3–5 working days for a postal refill, or take the flacon in and collect it within the hour.
• The 20% saving applies for the lifetime of the flacon and may be combined with gift-card payment.

Common questions

Still unsure about something? Write to client care or call +91 22 4000 1820, Monday to Saturday, 10:00–19:00 IST.