FAQs

MOST FREQUENTLY ASKED QUESTIONS

You are welcome to contact us if you require assistance in placing your order. Please contact us via email. Our email is support@aurasoph.com  。

Our priority is to deliver your order as soon as possible. Once your order has been placed, our logistics department will then process and dispatch your order. Under normal circumstances, your order will be ready for shipping within 48 business hours (except for pre-orders). You will receive a notification via email with live tracking information with an estimated delivery date from the courier.

Once dispatched, the estimated delivery time is between 7-14 business days which varies from country to country. Delivery times may be affected by local holidays, customs processing, distance, weather conditions, promotional campaign seasons and other external factors. Other circumstances beyond our control can arise and we would like to ask for you’re understanding and patience in these situations.

If you have any queries regarding your order status, contact us via email at support@aurasoph.com

The estimated delivery time is between 7-14 business days which varies from country to country. Delivery times can be affected by local holidays, customs processing, distance, weather conditions, promotional campaign seasons and other external factors. Other circumstances beyond our control can arise and we would like to ask for your understanding and patience in these situations.

Yes. We ship worldwide except for the following countries: Russia, Belarus, Ukraine, Somalia, Iran, Mauritania and Turkey.

You have the right to return all orders bought directly from AuraSoph except customised orders within 30 days of receiving the item. If you have exceeded the 30days, a refund or exchange cannot be processed. To be eligible for a return, your item must be unused and in the same condition that you received the item and with the original packaging. Once your item has been returned, an inspection takes place in order to evaluate your eligibility for an exchange or a refund. We will also notify you of the decision made by the technical department via email.

There is a warranty against any manufacturing defects which is valid for 1 year. You can find more information in the following link:https://aurasoph.com/purchase-information

We have this information available in a care and maintenance booklet that is included in the watch case box.

ORDER QUESTIONS

Our priority is to deliver your order as soon as possible. Once your order has been placed, our logistics department will then process and dispatch your order. Under normal circumstances, your order will be ready for shipping within 48 business hours(except for pre-orders). You will receive a notification via email with live tracking information with an estimated delivery date from the courier.

Once dispatched, the estimated delivery time is between 2-4 business days which varies from country to country. Delivery times may be affected by local holidays, customs processing, distance, weather conditions, promotional campaign seasons and other external factors. Other circumstances beyond our control can arise and we would like to ask for you’re understanding and patience in these situations. If you have any queries regarding your order status, contact us via email at support@aurasoph.com  

If you require an address change, we can assist you via email at support@aurasoph.com Kindly note, address and shipment date changes may not be processed if the package has already been shipped out or if the transaction payment method was via PayPal. If you need to make an urgent delivery change whilst your order is in transit, we recommend you to contact the courier directly for assistance.

Once you have placed your order, you will receive an email from AuraSoph. Please check in your spam folder too. If you have not received the email, please contact us via email at support@aurasoph.com

In some cases your payment may have been unsuccessful. Even though you’ll see a pending payment, that pending status will be returned back few days after. The number of days to remove the pending status depends on your bank policies.

Our goal is to deliver the correct products but due to high volume of orders, mistakes could happen during the processing of your shipment. If this happens, kindly send us pictures or even a video of the item you have received including your order number and we will do our best to deliver the correct item in the shortest period of time. If you have any queries regarding your order status, contact us via email at support@aurasoph.com

In most cases, your order is cancelled because your payment was unsuccessful. This may be due to different shipping and billing addresses, unverified account on PayPal or unsuccessful authentication procedures.

SHIPPING & DELIVERY

The estimated delivery time is between7-14 business days which varies from country to country. Delivery times can be affected by local holidays, customs processing, distance, weather conditions, promotional campaign seasons and other external factors. Other circumstances beyond our control can arise and we would like to ask for your understanding and patience in these situations.

Shipping charges can start from 8USD which may vary according to the weight of the package and location. Shipping is free for orders above 300USD.

Depending on your country, you may need to pay for custom or VAT charges.

Yes. We support shipping to most parts of the world, please contact us via chat or email if you encounter any problems with the following order.

PRODUCT QUESTIONS

Yes. All our cases work with original Apple MagSafe chargers.

Yes. Each watch case model has its own strap range. We have different options available depending on the style . If you require support, contact us via email support@aurasoph.com

We are selling the case only, Apple Watch is not included.

Yes. Our watch case are water resistant except models with a leather strap.

We provide this information in the care and maintenance manual in the case box, if you don’t understand you can view the video on the product page.

Each watch case has its own unique size. Therefore, we recommend that you order according to the size and model of your Apple Watch.

We provide this information in the instruction sheet in the case box.

In order to repair your case, please contact our customer support team for assistance via email support@aurasoph.com

The main materials used in our case frames are stainless steel and carbon fibre. You can find more details in the product information section.

We use genuine Swarovski Zirconia crystals and Moissanite for the case

PURCHASE INFORMATION

You can pay via PayPal, credit or a debit card, Maestro, Mastercard, Visa.

When discount codes are available, You can copy the code into the “discount code” section during checkout. If you need assistance, you can contact us via email support@aurasoph.com

Our prices are in USD. However, you have the option to view other currencies on our website.

You are welcome to contact us if you require assistance placing your order. You are welcome to contact us via email, chat. Our email is support@aurasoph.com

Your credit card details are handled with secure encryption under strict banking standards. Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank. As a result of this, no information is stored by AuraSoph.

WARRANTY & CARE

As this is a high end product, we recommend cautious care of the watch cases in order to avoid discoloration, damage and scratches. We recommend occasional cleaning of the inside of the frame to avoid build up which could potentially affect the functionality of the case.

Your Apple Watch warranty is not affected by the watch case. Your Apple watch warranty will still be valid as no physical changes are made to the Apple watch itself.

Leather Straps – We do not recommend you to wash the leather straps. Exposure to water can dry the leather and possibly cause damage. However, a local watchmaker or watch retailer may have cleaning products specifically designed for leather. Leather cleaning products are most suitable for cleaning a leather strap. Rubber Straps – We recommend delicately washing the rubber straps with liquid soap and lukewarm water occasionally.

RETURN AND EXCHANGE

You have the right to return all orders purchased directly from AuraSoph within 30 days of receipt of the item, except custom orders. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Once your item has been returned, we will conduct an inspection to assess your eligibility for an exchange or refund. We will also notify you of the technical department’s decision via email.

You have 30 days to return the products if you change your mind. The product must be unused.

If your product is unused, you have 30 days to return it. Send your return via UPS, DHL Express or FedEx door to door service to (contact us for the return address). If the return is eligible, your refund will be processed and automatically applied to your credit card or original payment method within 30 days.

Yes, it is possible to change your order if it has not yet been shipped out. You can contact us via email to make the desired changes. If your order has already been dispatched, please wait until the package has been delivered to you and return the package back to us. We recommend you to notify us via email when this situation occurs.