FAQ

Answers to your questions

Frequently asked questions

Product related

Soap care tips & safety


Like any bar of soap, it is recommended to dry it out in-between uses to extend the life of your bars. You are advised to use a soap net or draining soap dish. As they are rather large bars, feel free to cut them into half for easier handling as well as the opportunity to swtich scents sooner! Keep soap away from young children.




Does your products have any positive health benefits?


We are not healthcare professionals and do not claim that the use of our products will indeed bring about any positive effects on pre-existing physical and/ or mental health conditions. The information stated in the listings pertains to the properties of specific ingredients being used in the product.




Disclaimer


At some point, some of our ingredients may come into contact with other ingredients that we use, especially if the products contain essential oils. Please be aware of any possible allergies and/ or irritations. Feel free to reach out to us if you need to check for specific ingredients you're alergic to. It is strongly recommended to do a spot test for every product prior to use. Discontinue use immediately if any irritation occurs.




Why is every product different in size and weight?


​Our soaps are all handmade in small batches with lots of care and attention to ensure the highest level of quality. Due to the nature of handcrafted items, every product is unique in nature, varying in size, shape and weight. Soap bars are cut by hand hence the sizes may vary slightly from bar to bar.




Candle care tips & safety


Trim your wick to 1/4" prior to lighting the candle. Burn no longer than 3 hours at a go. Candle top will be hot when candle is lit. Allow for candle to cool down before re-lighting it. Never leave burning candle unattended. Keep candles out of reach from children, pets and flammable materials.




Sachet Aromatherapy care tips & safety


Keep away from children, pets and flammable materials. Keep it in the little pouch that comes along with the product if you wish to place it in your bag. This is to prevent rough friction and product breakage or toppings being scraped off. Recommended to hang it on walls or place it on table for both aesthetic decoration and fragrance.




Bath Bomb/ Bath Dust care tips & safety


Adult supervision is required when children are using bath bomb/ bath dust. It is recommended that you use the product within the recommended time frame to maximise it's scent and fizziness.





Orders related

How can I cancel my order?


You are eligible for a full refund if you fulfil all the stated requirements: 1. Request for cancellation within the first 6 hours since the purchase of your order 2. Items bought are not on sale 3. Order does not use any promo codes Refunds will be processed within the next 12 hours after your cancellation is approved. Orders are not eligible for refunds after 6 hours from time of purchase. Sale items are not eligible for refunds. All cancellation requests must be communicated via our customer support email at: support@aurorabathworks.com




I've received my order but I wish to get a refund.


Handcrafted Products We use a trusted door-step courier to ensure proper handling of all A.B.W products and prevent breakage. Due to the nature of our products, they cannot be returned or refunded. Accessories Although we carefully check each item before delivering, it is possible that we may have missed something. We will assess any defects on a case by case basis. If the items show signs of normal wear and tear, we will not be able to provide an exchange. You are eligible for a return if your item is unused and in the same condition as you received it (in it's original packaging). 1. Please include your receipt or proof of purchase and photos of the defect for verification. 2. You will be required to mail back the defective product to us (delivery fee to be borne by you). We offer a free replacement on all products that are defective or damaged during delivery upon review. You will only be charged a flat rate of $4 for delivery fee. Our Return Policy time frame is 7 days from when the order arrives at your address. If we do not receive the returned items within 7 days, we will take it as you have forfeited the free replacement. Further request will not be entertained. All returns requests must be communicated via our customer support email at: support@aurorabathworks.com




Can I change my order?


You can put in a request for a change in your order within the first 6 hours since the purchase of your order. Please email us at support@aurorabathworks.com. However, this is just a request and there is no guarantee that your request will be approved as this is subjected to the item's availability. If the item you requested for is still available, then we will proceed with the change for you. Changing to an item of the same price It's either approved or not. No action required on your part. Changing to an item of a higher price We will reserve the item for 4 hours and during which you are required to top up to match the item's price. Failure to do so means you order will not be changed and the item previously on reservation will be released back to the public. Changing to an item of a lower price If it is approved, we will mail you the updated order list. However, changing to an item of a lower price does not include any partial refunds. You're encouraged to change item of the same price or add items to your order to match the amount paid.





Delivery

Missed delivery


Refunds are NOT applicable for lost packages or missed delivery. Please note that we do not deliver to Sentosa, Jurong island, Tuas, Army Camps, Airports, Hospitals, and all other offshore or restricted areas. Re-delivery fees ($10) will apply if the recipient is not available at the time of delivery. We encourage customers to select “Leave at doorstep if recipient is unavailable” during checkout. Do reach out to us at support@aurorabathworks.com and our customer support team will assist you from there.




When will I receive my order?


Our orders will be packed and sent for delivery every Thursday. Cut-off time will be every Wednesday 12pm. Orders placed after that will be sent for delivery in the following Thursday. Standard delivery would take about 3-5 days. If you have an urgent order and wish to have it delivered asap, do reach out to us at support@aurorabathworks.com and we will work out a solution together. There's no guarantee but we'll try our best to assist you with your order. Custom orders would be sent for delivery within 2 weeks from date of purchase.




Unexpected delays


In rare instances, the delivery may take longer than stated. In the event of any unexpected delays, we will notify you as soon as we can and keep you posted about the delivery status. We do hope to have your understanding and patience.




Do you ship worldwide?


We currently only provide deliveries for orders from Singapore. Singapore deliveries - flat rate $3.50 Complementary delivery for orders above $45 We're definetely looking into shipping to the rest of the world so do keep lookout for any updates!