Frequently Asked Questions

Can I get personal help to place an order?

If you face difficulties placing your order please feel free to contact our customer service department and they will help you to place your order.

Can my return be refunded in the form of a gift card/credit voucher?

Yes, it most certainly can. Your purchase can be refunded in the form of a voucher issued via email. This voucher is valid for six month and can be used in your next order with us.

Do I need to have an account to place an order?

You do not need an account to place an order, you can place your order as a guest.

How can I track my order?

In your shipping confirmation mail you find a tracking number as well as a link, where you can track your order.

How do I change my account details?

The account details can be changed once you have logged into your account. Go on account information or address book and click on edit.

How do I use a promo code?

You can enter a promo code on the first page of the checkout process next to the box that calculates your shipping costs.

How much will it cost to ship my order?

The delivery charges are based on three main factors.

1. First of all it depends on your location, how far your shipping address is away from South India.

2. Secondly, it depends on your urgency. We offer to our customers within India to choose between normal postal service, express post and courier shipping. For export orders only air mail is available.

3. And thirdly it depends on the weight, quantity and size of the products you order.

Once you start your check out before the payment you will see different shipping options and their costs and you choose what suits you.

How will I know when my order has shipped?

You will receive an email notification confirming shipment. Please also check your spam folder since these mails are computer generated.

I forgot my password.

Please click here and enter your e-mail address, a new password will be send to you. If this does not work please contact our customer service at orders@auroville.com.

If I mail a return, when will I be refunded?

We will refund, within 30 days of receipt of the returned products. Any amounts paid, minus the direct delivery costs (transport and order handling costs) will be refunded.

If I place an order, when will I be charged?

You will be charged immediately. We will process and ship your order once we have received the payment.

If items in my order ship separately, will I be charged extra?

We will not charge you any extra costs for express shipping for delicate food items within India.

Is it safe to store my personal information online with you?

We are strongly committed to respecting and protecting your privacy. For details please read our Privacy Policy.

Is there a difference of quality for Spirulina India and Spirulina Export?

There is no difference in quality, the product is exactly the same.

To which countries you ship?

We ship to all countries that are serviced by the Indian Postal Service.

What do I do when my items arrive damaged?

If your order arrives damaged please inform as soon as possible and please attach a picture with your mail. We will arrange for a replacement of the product and may ask you to return the damaged item to us. Body Care items, food and perishables that arrived damaged need to contain the seal in order to be replaced.

What import duties and taxes may I have to pay?

Orders that are sent outside of India may be subject to local import taxes, duties and fees levied by your country. Any such charges are to be borne by the customer. Please check with your local postal authority / customs office about such possible charges as Auroville.com cannot take any responsibilities for parcel being rejected by the local customs. We require that customers assume all financial risk for their order once it leaves India.

What is Auroville.com’s return policy? What if I am not satisfied with my order?

If you are not satisfied with your purchase for any reason, please let us know so we can help. Returns should be made within 15 days of receiving your shipment. Certain products such as food items, body care products and perishables cannot be returned. Simply contact our customer care department and they will advise you how to return your product. However we can refuse to accept or refund your returned article when the packaging has been opened or when the products have been used or damaged by you.

What methods of payment do you accept?

We accept most credit cards like Visa, Master Card and American Express as well as debit cards like Delta, Switch Solo or Visa Electron. You can also pay via Pay Pal or bank transfer payment or you send us a check.

What shipping options do you have?

Within India you can choose between regular Indian Postal Service, speed post and courier shipping. All export parcels are shipped with Air Mail.

When can I expect my order to ship?

Most items are in stock with our suppliers, which we will ship within four days after placing the order. However some products are made-to- order might take up to 14 days until dispatched. Since we consolidate your order (except for delicate food items) the product that arrives in last in our hands determines when the whole order is shipped. For details please check under additional information in the product page.

When will my order arrive?

For orders shipped within India it takes 3-7 working days until delivery, this also depends on the selectedshipping method. If you live in a remote area, anticipate a few days more. For international orders please give 10-21 days sent with registered air postal service. In busy times of the year or in rare occasions registered parcel can take up to 4 weeks to arrive. If you have not received your parcel within this time please contact us so we can track your parcel for you. If there is an urgency for your shipment please mention so in comments and we will try our best.

Where does the plant a tree money go?

Your donations towards “plant a tree” will directly go to the Auroville forest group, who are in charge of maintain the forests in and around Auroville and who plant up to 15.000 seedlings in one season. Thanks to the donations the forest group can educate people and spread awareness about the different trees and plants in the Auroville area and plant hundreds of seedlings every year.

Who has to pay for return shipping costs?

Any shipping fees associated with making returns after receiving the legitimate order are the responsibility of the customer and will not be refunded.

Why do some items say they're available within 24 hours, while others are not available for 6 days or more?

Some products are in stock with our suppliers and some are made for your order. A lot of our products are hand-made, this then needs more time of course.

Why may my card be declined when I try to place an order?

This is likely because we could not obtain an authorization from your credit card company. You may wish to contact the issuing bank of your credit card regarding this matter and then inform us of any additional information. Please also make sure that the card you are using is valid.

Why should I register?

If you register your details like shipping address and previous orders will be stored. Furthermore you can give feedback on products you have bought and create a wish list with items you would like to remember for your next order. Please be aware that you cannot use credit vouchers without being registered.

Kimaya