Frequently Asked Questions

These are some of the most common questions and answers about Aura Athletica.

How long does it take to process my order?

All orders are shipped from our store in Power Plant Mall and are sent to you via our partner courier. From the time of payment confirmation, excluding weekends and holidays, orders are delivered within the following time frames per region.

Location	Lead Time
NCR	5-6 business days
North Luzon	9-13 business days
South Luzon
Visayas
Mindanao

*We ship nationwide, but not internationally, at the moment.

Please note that over-the-counter and bank deposit payments need to be verified within 24 hours before we can start processing your order.

While we strive to deliver your orders within five (5) to thirteen (13) business days, we may encounter delays that may be caused by the following:

Unforeseen circumstances, such as natural calamities and weather disruptions, accidents, civil disturbances, and other similar circumstances
Shipping service interruptions
Access to delivery area
Incomplete address indicated by customer or no one to receive the order
Peak season and holidays
Customization of products
Specialized items

If you place an order and have paid online at the end of the day on Friday, over the weekend, or during a public holiday, please expect a confirmation from us on Monday or on the next business day.

Do you offer store pickup?

Yes, we do! You may pick up your order within one (1) to three (3) hours from the time of confirmation from the store.

What is your Packaging Policy?

Online orders will be packed with courier pouches and paper bags depending on the item ordered. We guarantee that your orders will be handled with care and delivered right to your doorstep.

How can I cancel the order?

Please note that you can only cancel your order within the day you ordered and as long as you have not received an email informing you that your order is on its way for delivery. If you have received that email containing that and your order’s delivery tracking number, you cannot request to cancel your order anymore.

Should you need further assistance for order cancellation, you may send us a request at hi@auraathletica.com, or contact us through Aura Athletica’s Facebook page, and Instagram account.

What are your payment options and in what currency will my payment at checkout be charged in?

We accept debit and credit card payments (Visa and MasterCard), PayPal, and e-wallets such as Gcash and Maya. We also accept BillEase Installments.

All payments are made in Philippine Peso (PhP).

What is Aura Athletica’s exchange policy?

In cases where you receive a defective item, an item you did not order, or an item that has missing parts, you may have it replaced as long as it meets the following criteria:

It is within thirty (30) days upon receipt of the order;
It is in new condition, never been used, and in the original packaging, along with all accessories;

Due to hygiene reasons, swimwear, socks and undergarments cannot be exchanged or returned.

Altered and personalized merchandise cannot be exchanged or returned.
The item was purchased from auraathletica.com.

If it meets the criteria, please contact us at hi@auraathletica.com using the subject line: For Exchange, and provide us with the following details in the email:

Order Number
Customer Name
Address
Date of Purchase
Item to be exchanged (style, size, and color)
Photo of the Item
Reason for exchange

We’ll coordinate with you once we receive your email, and depending on the evaluation, we may request for the item to be returned to us for further review. Shipping costs to be incurred for the exchange may be charged to the customer.

What if the item I ordered is defective?

If you have concerns on the condition or quality of the item that you received, please feel free to reach out to us at hi@auraathletica.com for assistance.

Depending on the evaluation, we may request for you to return the item to us for further assessment. If, upon evaluation, the item is found to be defective, we will replace the item with the same style, color, and size as what you originally purchased.

Aura Athletica reserves the right to reject return and exchange of items that we reasonably believe are worn out or damaged through improper use. If this is the case, no exchange will be allowed and the item will be sent back at the customer’s expense.