Shipping & Payment Policy

Shipping Information

At Kailash Aura House, we carefully prepare and ship every order to ensure your items arrive safely and in good condition.

1. Where do you ship?

We offer international shipping to most countries and regions worldwide.

Due to current shipping restrictions, we are temporarily unable to deliver to the following countries and regions:

• Cuba

• Iran

• Sudan

• Syria

Shipping availability may change depending on local regulations, carrier limitations, or international transportation conditions. If we are unable to ship your order, we will contact you and issue a full refund.

2. How much does shipping cost?

Standard shipping costs $18 for orders under $150.

Orders of $150 or more qualify for free standard shipping.

We may also offer sitewide free-shipping promotions during selected sales and special events. Please refer to the promotion details shown on our website.

3. How long will my order take to arrive?

The estimated delivery time includes both processing and shipping:

Total delivery time = Processing time + Shipping time

• Processing time: 2–5 business days

• Standard shipping time: 10–20 business days

These estimates do not include weekends, public holidays, customs inspections, carrier delays, severe weather, or other circumstances beyond our control.

Orders delivered to remote regions or countries with longer customs-clearance procedures may require additional time. In some cases, delivery to South America and other remote destinations may take more than 30 days.

Please note that personalized, handmade, blessed, or specially prepared items may require additional processing time. Where applicable, the estimated preparation time will be displayed on the product page.

4. How can I track my order?

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number and tracking link.

Please allow 1–2 business days after shipment for the carrier to update the tracking information.

If you have not received your shipping confirmation email, please check your spam or junk folder. You may also contact us at support@kailashaurahouse.com for assistance.

5. Why hasn’t my tracking information updated?

Tracking information may take several business days to update while the package is moving between international shipping facilities.

Temporary tracking delays do not necessarily mean that the package has stopped moving. Customs clearance, local carrier handovers, public holidays, and severe weather may also affect tracking updates.

If your tracking information has not updated for more than 10 business days, please contact us so that we can assist you.

6. What if my package has not arrived?

If your package has not arrived within 30 days after shipment, please contact us at support@kailashaurahouse.com.

We will review the tracking information and contact the carrier where necessary. If the package is confirmed as lost, we will provide an appropriate resolution, which may include a replacement or refund.

Please make sure that your shipping address is complete and accurate before submitting your order. Kailash Aura House is not responsible for delivery problems caused by an incorrect or incomplete address submitted by the customer.

7. Customs duties and import taxes

International orders may be subject to customs duties, import taxes, or other fees charged by the destination country.

Unless otherwise stated during checkout, these charges are not included in the product price or shipping fee and are the responsibility of the recipient. Customs policies vary by country, so we recommend checking with your local customs authority before placing an order.

Kailash Aura House cannot control customs inspections or delays.

Order Preparation and Quality Inspection

Some of our products are sourced, handcrafted, or specially prepared in Tibet and other regions with deep connections to Himalayan culture and spiritual traditions.

Depending on the product and destination, your order may first be transferred to our fulfillment facility for final inspection, protective packaging, and international shipment.

Before dispatch, we may inspect:

• Product condition and appearance

• Product quantity and order accuracy

• Packaging quality

• Accessories and accompanying materials

• Shipping-label information

Orders containing multiple products may occasionally be shipped in separate packages. If this happens, you may receive more than one shipping confirmation email or tracking number.

For questions about your order, please contact:

Email: support@kailashaurahouse.com
Facebook: Kailash Aura

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Payment Information

Pricing and Currency

Product prices may be displayed in different currencies depending on your location, selected market, or website settings.

The final amount charged will be shown at checkout. Your bank or payment provider may apply currency-conversion fees or international transaction fees. These fees are determined by the payment provider and are not collected by Kailash Aura House.

Accepted Payment Methods

The payment methods currently available to you will be displayed at checkout. Availability may vary depending on your country, region, currency, and device.

Only one payment method can be used for each transaction unless otherwise stated during checkout.

By submitting an order, you confirm that:

• The payment information you provide is accurate and complete.

• You are authorized to use the selected payment method.

• You authorize Kailash Aura House and its payment-processing partners to charge the total amount shown at checkout.

Payments are processed through third-party payment providers. You may also be subject to the terms and privacy policies of the payment provider you select.

Kailash Aura House does not directly store your complete credit or debit card information.

Payment Security

We work with established third-party payment processors to securely process online transactions.

To protect customers against unauthorized transactions, some orders may be subject to payment verification. If additional information is required, we will contact you using the email address provided with your order.

Payment Error Troubleshooting

If your payment is declined or cannot be processed, please try the following:

1. Confirm that your card number, expiration date, security code, name, and billing address are correct.

2. Check that your card has sufficient funds and is authorized for online or international purchases.

3. Contact your bank or card issuer to authorize the transaction.

4. Wait approximately 15 minutes before trying again.

5. Try a different card or another available payment method.

6. Clear your browser cache or try completing checkout with a different browser or device.

Common payment errors include:

Error message	Recommended action
Transaction cannot be processed	Contact your bank or card issuer to authorize the transaction.
Transaction cannot be processed; contact Customer Care	Contact your bank first. If the issue continues, contact our support team.
Error code beginning with 4	Contact your bank before trying again, or use another payment method.
Error code beginning with 6	Wait approximately 15 minutes and try again. If the issue continues, contact us.
Payment declined	Check your payment details and available balance, then contact your bank or try another payment method.
Payment pending	Allow additional time for the payment provider to confirm the transaction. Do not repeatedly submit the same order.

 

If the issue persists, contact us at support@kailashaurahouse.com and include:

• Your name

• The email address used at checkout

• The approximate time of the payment attempt

• A screenshot of the error message, if available

For your security, please do not email us your complete credit card number, security code, or payment password.

Contact Us

If you have any questions about shipping, tracking, or payment, please contact us:

Email: support@kailashaurahouse.com
Facebook: Kailash Aura

Returns, Refunds & Repair Policy

At Kailash Aura House, we carefully inspect and prepare every order before shipment. We hope you will be completely satisfied with your purchase. If something is not right, please review the policy below and contact us for assistance.

7-Day Return Policy

You may request a return within 7 calendar days of receiving your order.

To qualify for a return:

• The item must be unused, unworn, and in its original condition.

• The item must be returned with its original packaging, accessories, certificates, and complimentary gifts, if applicable.

• You must provide your order number and clear photos of the item.

• The return must be approved by our Customer Support team before it is shipped.

For returns that are not related to a product defect or fulfillment error, the customer is responsible for the return shipping costs.

Original shipping fees, customs duties, import taxes, and other third-party charges are non-refundable.

Please do not return an item without contacting us first. Unauthorized returns may not be accepted or refunded.

Returns Requested Between 8 and 30 Days

At our discretion, we may accept a non-quality-related return requested between 8 and 30 calendar days after delivery.

If approved:

• The customer is responsible for return shipping costs.

• A 25% restocking fee will be deducted from the refund.

• The item must remain unused, unworn, undamaged, and in its original packaging.

Non-quality-related returns requested more than 30 days after delivery will not be accepted.

One-of-a-Kind and Antique Collections

Each piece in our One-of-a-Kind or Antique Collection carries a character and history that cannot be replicated. Time has already shaped its form; our role is to preserve its individuality rather than make it appear newly manufactured.

Natural variations, signs of age, handmade details, color differences, textures, and minor irregularities are part of the piece’s unique character and are not considered defects.

For this reason, items from our One-of-a-Kind and Antique Collections are final sale and cannot be returned or exchanged unless they arrive damaged or are materially different from the product description.

We encourage thoughtful selection. If you would like additional photos or information before purchasing, please contact our team at support@kailashaurahouse.com.

Thank you for honoring the spirit of objects that exist only once.

Non-Returnable Items

Unless the item arrives damaged, defective, or incorrect, we cannot accept returns for:

• One-of-a-Kind and Antique Collection items

• Personalized, customized, blessed, consecrated, or specially prepared items

• Items showing signs of wear, use, alteration, washing, or accidental damage

• Items returned without their original packaging or accompanying accessories

• Gift cards

• Final-sale or clearance items

• Earrings and other hygiene-sensitive items once opened or worn

Please check the product page before purchasing to see whether an item is marked as final sale.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your item arrives damaged, defective, incomplete, or different from what you ordered, contact us within 7 calendar days of delivery.

Please include:

• Your order number

• Clear photos of the item

• Photos of the external packaging

• A brief description of the issue

• An unboxing video, if available

After reviewing the information, we may offer an appropriate solution, such as a replacement, repair, partial refund, or full refund.

Please keep the item and its original packaging until your claim has been resolved.

30-Day Quality Warranty

If your item develops a verified quality-related issue within 30 calendar days of delivery, please contact us.

Depending on the nature of the issue, we may provide a repair or replacement at no additional product cost. For verified manufacturing or quality-related issues, Kailash Aura House will cover the reasonable repair and reshipment costs.

The warranty does not cover:

• Normal wear and tear

• Accidental damage

• Improper use or storage

• Exposure to water, chemicals, perfume, heat, or prolonged sunlight

• Damage caused by pulling, dropping, impact, or unauthorized repair

• Natural variations in crystals, stones, wood, metals, handmade materials, or antique pieces

Repairs After 30 Days

We do not provide refunds for issues reported more than 30 calendar days after delivery.

However, repair services may be available for certain products. Availability depends on the product’s materials, construction, and level of damage.

For approved repairs after 30 days:

• The customer is responsible for shipping the item to and from our repair facility.

• Repair fees may apply depending on the nature and extent of the damage.

• We will confirm any applicable repair fee before beginning the work.

• Some products may not be repairable because of their materials or one-of-a-kind nature.

How to Request a Return, Refund, or Repair

Please email support@kailashaurahouse.com before returning your item.

Include the following information:

1. Your full name

2. Your order number

3. The reason for your request

4. Clear photos or videos showing the item and any reported issue

After your request has been reviewed and approved, we will provide the return address and further instructions.

Do not send returns to the address shown on the original shipping package. This may not be our designated return facility, and parcels sent there could be lost or rejected.

Return Shipping

Customers are responsible for return shipping costs for change-of-mind and other non-quality-related returns.

We strongly recommend using a trackable shipping service and keeping the shipping receipt until the return has been completed. Kailash Aura House is not responsible for return packages that are lost, damaged, or misdirected in transit.

If the return is caused by a verified product defect, shipping damage, or fulfillment error, we will provide instructions regarding the eligible return-shipping costs.

Refund Processing

Once your return arrives, we will inspect it and notify you of the outcome.

If approved, the refund will be issued to your original payment method. Please allow approximately 5–10 business days for the refund to appear after it has been processed. The exact timing depends on your bank or payment provider.

The following amounts may be deducted from the refund where applicable:

• Original shipping charges

• Return shipping costs

• Customs duties or import taxes

• The 25% restocking fee for approved returns requested between 8 and 30 days

• Any loss in value caused by wear, damage, missing packaging, or missing accessories

If the returned item does not meet the eligibility requirements, we reserve the right to refuse the refund or make a reasonable deduction based on the item’s condition.

Order Cancellations

If you need to cancel or modify an order, contact us as soon as possible.

We cannot guarantee that an order can be changed or cancelled once processing has begun. Personalized, blessed, specially prepared, or already-shipped orders cannot normally be cancelled.

Contact Us

For questions about returns, refunds, or repairs, please contact:

Email: support@kailashaurahouse.com
Facebook: Kailash Aura
Customer Service Hours: Monday–Friday, 10:00–19:00 (Beijing Time, GMT+8)

We appreciate your trust in Kailash Aura House and will do our best to provide a fair and thoughtful resolution.