FAQ
Registration and login
Do I need to register to place an order?
No, registration is not required. You can place an order in two ways:
– by registering,
– or by choosing the “ORDER WITHOUT REGISTRATION” option.
Registration involves creating your own account in the online store:
– you need to provide your personal details,
– and set a password.
If the customer already has an account, they should use the login option.
The registration process creates the user’s personal profile and stores their password.
With the “ORDER WITHOUT REGISTRATION” option, the entered data is not saved.
Each time you place an order, you’ll need to re-enter all your details.
I forgot my password – what should I do?
Go to the “Log in” tab and click on “Forgot login and password.”
After entering the email address associated with your account, click “Remind password.” A new password will be sent to you, which you’ll be able to change again after logging in.
Orders
How to place an order in our online store?
Simply go to the product page, add the item to your cart, fill in your details, and make the payment. As soon as the payment is confirmed, we begin processing your order.
When will I receive my order / How can I check the order status?
We will send updates about the progress of your order to your email address.
Additionally, after logging into your account, you’ll have access to all information about your current and completed orders — including their status, contents, delivery addresses, and more.
Payments
How much is the shipping cost?
You can find the shipping costs here.
How can I pay for my order?
In our store, we offer the following payment methods:
– Prepayment – traditional bank transfer
– Prepayment – card payment (via Przelewy24)
– Prepayment – online transfer (via Przelewy24)
– Cash on delivery
What details should I enter in the bank transfer?
Bank account number:
Bank Millennium 77 1160 2202 0000 4812 4102 0013
Address:
SKY&SAND MARIA SMOLEŃSKA, 87-100 Toruń, ul. Bolesława Chrobrego 91
Please enter your order number in the transfer title.
What should I do to receive a VAT invoice?
Simply select the “VAT invoice” option in the order form and enter the required details.
My payment was declined — what should I do?
If you weren’t able to complete the payment, you can place your order again.
The previous order will be cancelled. If you have any questions, feel free to contact us!
Order fulfillment / Delivery
Despite placing an order, I haven’t received the goods?
First, please check the status of your order — we send updates regularly via email to the address you provided when placing the order.
If the status is “completed,” please check the shipping status based on the notification sent by the logistics company.
If you have any doubts, we’re of course available to assist you at every stage of your order.
Is free shipping available?
There are occasional promotions offering free shipping.
To qualify for free shipping, your order must meet the following conditions:
– Total value of goods: minimum PLN 300 gross
– Shipment of one package weighing up to 31.5 kg
– Payment by bank transfer – prepayment
For larger orders, please contact us directly regarding this matter.
How will the ordered goods be delivered to me?
When filling out the order form, you’ll be able to choose a delivery method.
We ship our packages via the following couriers:
– InPost Parcel Lockers
– InPost Courier
– DPD
What happens if the courier doesn’t find me at home / I don’t collect the ordered package?
If the courier doesn’t find the recipient at home, they should leave a notice informing about the delivery attempt.
Two more delivery attempts will be made on the following business days.
You may contact the courier to try arranging an approximate delivery time, although it’s not possible to request a specific hour.
It’s also possible to collect the package in person at the courier company’s office.
If needed, we’re happy to assist you in contacting the courier company should you experience any difficulties with receiving your shipment.
Please remember that if the recipient is unavailable on the delivery day, two further attempts will be made on consecutive business days.
How soon will I receive my order?
All orders placed by 11:00 AM are shipped the same day.
Orders placed over the weekend are dispatched on Monday.
Product availability
The product is out of stock / I couldn’t find the item I’m looking for.
In both cases, please contact us:
– by email at info@auralove.pl
– by phone at 608 436 800
It’s possible that the product’s unavailability in our store is only temporary.
Complaints and returns
Can I cancel a placed order?
You can cancel your order only until its contents have been packed. Once it has been dispatched to the indicated address, cancellation is no longer possible.
To cancel your order, please contact us as soon as possible — preferably by email.
This information does not affect the consumer’s or sole trader’s legal right to withdraw from the contract within 14 days.
Can I return a purchased item?
Yes, detailed information about returns can be found in the Complaints and Returns section.
How can I return an order without giving a reason?
You have 14 days from the date of receiving the shipment to withdraw from the contract and return the purchased item.
Fill out the return form and send the item to the following address:
SKY&SAND MARIA SMOLEŃSKA
ul. B. Chrobrego 91
87-100 Toruń
Poland
In accordance with our terms and conditions, the cost of returning the product is covered by the customer.
Your payment will be refunded within 14 days of receiving the returned items (usually within 2–3 days).
The refund will be issued to the bank account you provided.
Detailed information is available on the Complaints and Returns page.
How can I file a complaint about a purchased product?
Every consumer also has the right to file a complaint if the product turns out to be defective or inconsistent with the sales agreement.
As the manufacturer and seller, we are liable under the statutory warranty for product defects.
This warranty applies if the defect becomes apparent within 2 years from the date of purchase and delivery.
A complaint may also be submitted based on a guarantee provided for specific products.
A defective product may be eligible for replacement. You can also request a refund or a price reduction.
Detailed information regarding product complaints can be found in the Store Terms and Conditions.
How do I care for my Aura Love bracelet?
Our jewelry is handcrafted in Bali using macramé techniques, gold-plated beads, high-quality metallic silver thread, and semi-precious stones.
Each piece is unique — the shape, pattern, and size of the beads may vary slightly.
Proper care will help preserve the beauty of your jewelry for longer. Here are a few tips on how to care for your bracelets:
You can wear your Aura Love bracelet in water, but make sure to dry it thoroughly after each activity.
Remove the jewelry before intense physical exercise to avoid scratching or damaging the stones.
Protect your bracelets from strong chemicals or oils — they may cause buildup and discoloration between the beads and stones.
To restore shine to the stones and beads, gently wipe them with a soft cloth.
After swimming in the sea, rinse the bracelet with clean water.
How do I clean Aura Love jewelry?
From time to time, clean the semi-precious stones with a clean, soft, damp cloth and mild soap in lukewarm water.
Gently wipe the jewelry with a soft, damp cloth and a bit of mild soap, then rinse with lukewarm water and dry with a soft cloth.
To clean the stones, use a damp cloth, tissue, or paper towel — avoid rubbing, as it may scratch the surface.