At Turquoise Aura, every order is checked and packed carefully before dispatch. The following policy explains our order-processing, shipping and delivery procedures.
1.1 Order Processing
Orders are generally processed within 2–4 business days after successful order confirmation.
Business days exclude Sundays, public holidays and days on which our office or fulfilment facility is closed.
Orders placed during launches, exhibitions, festivals, promotions or sale periods may require additional processing time.
Order processing time is separate from the courier delivery timeline.
1.2 Order Confirmation
After placing an order, customers may receive confirmation through:
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Email
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SMS
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WhatsApp
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The order-confirmation page on our website
Customers must provide a valid email address, mobile number and complete delivery address while placing the order.
1.3 Domestic Delivery Timeline
Estimated delivery timelines after dispatch are:
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Metro cities: 3–6 business days
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Other cities and towns: 5–8 business days
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Remote or limited-service locations: 7–12 business days
These timelines are estimates and not guaranteed delivery dates.
Delivery may be delayed because of weather, public holidays, courier disruptions, strikes, natural events, local restrictions, incorrect addresses, customer unavailability or circumstances outside our reasonable control.
1.4 International Delivery Timeline
International orders are generally delivered within 7–21 business days after dispatch, depending on:
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Destination country
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Customs clearance
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Local import procedures
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Courier serviceability
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Public holidays
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Local delivery conditions
Turquoise Aura cannot guarantee a fixed international delivery date.
Customs clearance delays are outside our direct control.
1.5 Shipping Charges
Shipping charges, if applicable, will be displayed at checkout before payment.
Domestic Free shipping may be offered:
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Above a specified order value
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During selected promotional periods
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For selected domestic locations
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Under specific offer conditions
Shipping offers may be modified or withdrawn without prior notice.
1.6 International Customs Duties and Taxes
International customers are responsible for all applicable:
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Customs duties
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Import taxes
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VAT
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Clearance charges
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Brokerage charges
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Local government fees
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Destination-country handling charges
These charges are not included in the product price or shipping fee unless expressly mentioned at checkout.
Turquoise Aura cannot predict or control customs charges imposed by another country.
If the customer refuses to pay applicable customs duties or import charges, the order will not qualify for cancellation, return or refund.
1.7 Order Tracking
Tracking details will normally be shared after dispatch through the registered email address, mobile number or WhatsApp number.
Tracking information may take up to 24–48 hours to update after dispatch.
Customers are responsible for monitoring their shipment and remaining available for delivery.
1.8 Incorrect or Incomplete Delivery Information
Customers must provide:
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Full recipient name
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Correct mobile number
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Complete delivery address
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Building, house or flat number
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Street and locality
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Landmark, where required
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City
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State
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Country
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PIN or postal code
Turquoise Aura will not be responsible for delivery failure caused by incorrect or incomplete customer information.
When an order is returned because of incorrect details, customer unavailability, refusal to accept delivery or repeated failed delivery attempts, the customer may be required to pay additional shipping charges for reshipment.
1.9 Address Changes
Address-change requests must be submitted before the order is processed or dispatched.
Once an order has been shipped, the delivery address may not be changed.
An address-change request is not confirmed until Turquoise Aura acknowledges it in writing.
1.10 Delivery Attempts
Our courier partner may contact the customer and make one or more delivery attempts.
Customers must answer courier calls and provide reasonable assistance for delivery.
A shipment returned because of customer unavailability or refusal may be treated as an undeliverable order.
1.11 Delayed Shipments
Courier delays do not automatically make an order eligible for cancellation or refund.
Customers should contact us if:
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Domestic tracking has not changed for more than five business days
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International tracking has not changed for more than ten business days
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The courier marks the order delivered but it has not been received
We will raise an investigation with the courier partner where appropriate.
1.12 Lost Shipments
An order will be treated as lost only after the courier partner completes its investigation and confirms the loss in writing.
For a confirmed lost shipment, Turquoise Aura may offer, as applicable:
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A replacement
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Store credit
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A refund of the eligible order amount
The resolution will depend on product availability, courier confirmation and the circumstances of the shipment.
1.13 Damaged or Tampered Packages
Do not accept a package that appears visibly opened, severely damaged or tampered with.
Customers must record a clear and continuous unboxing video before opening the package.
The video should clearly show:
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The sealed outer package
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Shipping label
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All sides of the parcel
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Opening of the package
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Complete contents received
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Condition of the product
Claims for damaged, missing or incorrect products may be rejected when a valid unboxing video is not provided.
1.14 Split Shipments
An order containing multiple products may be shipped in more than one package.
Separate tracking details may be provided for each shipment.
1.15 Delivery Confirmation
An order marked “Delivered” by the courier will be treated as delivered unless the customer reports an issue within 24 hours.
The customer must first check with:
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Family members
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Neighbours
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Building security
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Reception
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The local courier office
1.16 Contact for Shipping Assistance
Email: theturquoiseaura@gmail.com
WhatsApp: +91 91 369 727 71
Customer-support hours: 10.30 am to 7.30 pm, Monday to Saturday