FAQ's - Frequently asked Questions
FREQUENTLY ASKED QUESTIONS
Aurra Essence — Pakistan's Premium Skincare Brand
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Can't find your answer? WhatsApp us anytime:
+92 340 6127758 | aurraessence@gmail.com
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🛍️ SECTION 1 — ABOUT AURRA ESSENCE
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Q: What is Aurra Essence?
A: Aurra Essence is a Pakistan-based premium skincare
brand founded in Gujranwala. We offer result-driven,
lab-tested skincare products inspired by the finest
Thai formulations, re-engineered with superior
ingredients specifically suited for Pakistani skin
and climate. Our goal is to make luxury-level skincare
accessible to every woman across Pakistan.
Q: Who founded Aurra Essence?
A: Aurra Essence was founded by Umer Mughal, a 26-year-old
entrepreneur with hands-on experience working with
multinational beauty brands. After studying the Pakistani
skincare market closely, he identified a major gap —
authentic, result-driven skincare at honest prices —
and built Aurra Essence to fill it.
Q: Where is Aurra Essence based?
A: We are based in Gujranwala, Punjab, Pakistan.
However, we deliver to every city and town
across the country.
Q: Is Aurra Essence a Pakistani brand?
A: Yes. Aurra Essence is a proudly Pakistani brand.
Our products are inspired by premium Thai skincare
formulations but re-engineered and lab tested
specifically for Pakistani skin concerns and climate.
Q: Does Aurra Essence have a physical store?
A: Currently we operate online only through our
website aurraessence.com. This allows us to keep
costs low and pass those savings directly to our
customers in the form of better pricing.
Q: Will Aurra Essence launch its own product line?
A: Yes! Our own signature Aurra Essence formulation
line is currently in development — created specifically
for Pakistani skin by a team with deep industry
experience. Stay tuned and follow us on Instagram
@aurraessence to be the first to know.
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🧴 SECTION 2 — PRODUCTS & FORMULATIONS
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Q: Are Aurra Essence products safe to use?
A: Absolutely. All our products are lab tested for
safety, efficacy, and ingredient quality before
they are made available on our store. We do not
stock anything we haven't verified ourselves.
Q: Are your products dermatologist tested?
A: Our products go through lab testing and formulation
evaluation for safety and effectiveness. For specific
skin conditions like severe acne, eczema, or rosacea,
we always recommend consulting a dermatologist
before starting any new skincare product.
Q: What kind of products does Aurra Essence sell?
A: We currently specialize in premium skincare including:
→ Brightening & whitening serums
→ Skin repair & barrier serums
→ Face washes & cleansers
→ Dark spot removal treatments
→ Anti-aging & hydration serums
→ Acne scar & pigmentation solutions
More categories are being added regularly.
Q: Are your products suitable for Pakistani skin?
A: Yes — and that's actually our biggest strength.
Pakistani skin faces very specific challenges:
intense sun exposure, humidity, heat, hard water,
dust, and pollution. Every product we carry is
selected or formulated keeping these exact
conditions in mind.
Q: Are your products suitable for sensitive skin?
A: Most of our products are formulated for all skin
types including sensitive skin. However, we always
recommend doing a patch test on your inner wrist
24 hours before applying any new product to your face.
If you have highly sensitive skin, message us on
WhatsApp and we will guide you to the most
suitable product for your needs.
Q: What skin concerns do your products target?
A: Our products are designed to address:
→ Dark spots & hyperpigmentation
→ Uneven skin tone & dullness
→ Acne & acne scars
→ Fine lines & early signs of aging
→ Dehydration & loss of elasticity
→ Sun damage & tanning
→ Enlarged pores & rough texture
→ Skin barrier damage & sensitivity
Q: Are your products suitable for men as well?
A: Yes. Skincare has no gender. Most of our products
are suitable for both men and women. Product
descriptions clearly mention suitability.
Q: What age group are your products suitable for?
A: Our skincare range is generally suitable for
ages 16 and above. Younger users should avoid
active ingredient serums (like Vitamin C or AHA/BHA)
unless specifically recommended. If unsure,
WhatsApp us and we'll guide you.
Q: How are your products inspired by Thai skincare?
A: Thailand is globally recognized as one of the
leading countries in advanced skincare formulation.
We studied the most effective Thai formulas,
identified their best-performing ingredients,
and re-engineered them with even higher-quality
actives that are better suited for South Asian
skin tones and Pakistan's specific climate.
Q: Do you test on animals?
A: No. Aurra Essence does not support or engage
in animal testing of any kind.
Q: How do I know which product is right for me?
A: Simply WhatsApp us at +92 340 6127758 and tell
us your skin type, skin concerns, and current
routine. Our team will personally recommend
the best products for you — completely free
of charge. No bots. No scripts. Real advice.
Q: What is the shelf life of your products?
A: Our products typically have a shelf life of
12 to 24 months from the manufacturing date.
The exact PAO (Period After Opening) symbol
on each product will indicate how long it
remains effective after opening.
Q: Can I use multiple Aurra Essence products together?
A: Yes! Our products are designed to complement
each other as a complete skincare routine.
A recommended routine would be:
→ Step 1 — Cleanse: Face Wash
→ Step 2 — Treat: Targeted Serum
→ Step 3 — Repair: Hydrogel Repair Serum
→ Step 4 — Protect: Moisturizer + SPF (daytime)
Message us for a personalized routine plan.
Q: Are your products fragrance-free?
A: Fragrance details are listed on each individual
product page. If you have fragrance sensitivity,
let us know on WhatsApp and we'll recommend
accordingly.
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📦 SECTION 3 — ORDERING
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Q: How do I place an order?
A: You can place an order directly on our website
aurraessence.com — simply add your items to cart
and checkout. You can also message us on WhatsApp
at +92 340 6127758 and we'll assist you with
your order personally.
Q: Can I order via WhatsApp?
A: Yes! Many of our customers prefer ordering
directly on WhatsApp. Just send us your:
→ Product name(s)
→ Your full name
→ Delivery address
→ Phone number
And we'll confirm your order immediately.
Q: Is there a minimum order requirement?
A: No minimum order required. You can order
even a single product.
Q: Can I order multiple products in one order?
A: Absolutely. You can add as many products
as you like to a single order and they will
be shipped together.
Q: Can I change or cancel my order after placing it?
A: You can change or cancel your order within
12 hours of placing it by contacting us on
WhatsApp immediately. After that, if the order
has already been dispatched, changes may not
be possible.
Q: Will I receive an order confirmation?
A: Yes. You will receive an order confirmation
via email or WhatsApp after your order is placed.
Once dispatched, you will receive your tracking
details as well.
Q: Can I place a bulk or wholesale order?
A: Yes, we welcome bulk orders. Please contact
us directly on WhatsApp at +92 340 6127758
or email aurraessence@gmail.com for wholesale
pricing and availability.
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💳 SECTION 4 — PAYMENT
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Q: What payment methods do you accept?
A: We accept the following payment methods:
→ Cash on Delivery (COD) — Pay when you receive
→ Bank Transfer (Bank Alfalah)
→ JazzCash (03311163946)
Q: Do you offer Cash on Delivery (COD)?
A: Yes! COD is available nationwide across Pakistan.
You simply pay the delivery person when your
order arrives at your doorstep. No advance
payment required.
Q: Is online payment safe with Aurra Essence?
A: Yes. For bank transfers, payment is made
directly to our verified business bank account.
We will never ask for your OTP, password,
or any sensitive information.
Q: What are the bank transfer details?
A: Bank Alfalah — Fattomand Branch, Gujranwala
Account Title: Umer Zahid
Account Number: 83601010899983
IBAN: PK90ALFH8360001010899983
Swift Code: ALFHPKKAXXX
Branch Code: 8360
Q: What is your JazzCash number?
A: Our JazzCash number is 03311163946 (Umer Zahid).
Q: After bank transfer or JazzCash payment,
what should I do?
A: After making your payment, please send us
your payment screenshot on WhatsApp at
+92 340 6127758 along with your order details.
We will confirm and process your order
within a few hours.
Q: Are there any hidden charges?
A: No. What you see is what you pay.
Product price + delivery charges (if applicable)
= your total. Nothing hidden. Ever.
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🚚 SECTION 5 — DELIVERY & SHIPPING
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Q: Do you deliver all over Pakistan?
A: Yes. We deliver to every city, town, and
village across Pakistan including Karachi,
Lahore, Islamabad, Rawalpindi, Gujranwala,
Faisalabad, Multan, Peshawar, Quetta,
Sialkot, Hyderabad, Abbottabad, Sahiwal,
Bahawalpur, Sargodha and all other areas.
Q: How long does delivery take?
A: Standard delivery takes 3 to 5 working days
depending on your location. Remote areas
may take up to 7 working days.
Q: How much does delivery cost?
A: Delivery charges are calculated at checkout
based on your location. We offer free delivery
on orders above PKR 1,500.
Q: How will my order be shipped?
A: We ship through trusted courier partners
operating nationwide across Pakistan to ensure
your order reaches you safely and on time.
Q: How do I track my order?
A: Once your order is dispatched, we will send
you a tracking number on WhatsApp. You can
use this to track your parcel in real time.
Q: What if my order is delayed?
A: If your order is taking longer than expected,
please contact us on WhatsApp with your order
details and we will investigate and update
you immediately.
Q: Is my order packaged securely?
A: Yes. All orders are carefully packed to
prevent damage during transit. We take
packaging seriously because we know your
order matters to you.
Q: Can I get same day or express delivery?
A: Express delivery may be available in selected
cities for an additional charge. Contact us
on WhatsApp before ordering to check
availability in your area.
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🔄 SECTION 6 — RETURNS & REFUNDS
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Q: What is your return policy?
A: We accept returns on unopened and unused
products within 3 days of delivery. The product
must be in its original packaging and condition.
Please review our full Refund Policy page
for complete details.
Q: What if I receive a damaged product?
A: If your product arrives damaged, please
contact us on WhatsApp within 24 hours of
receiving your order. Send us photos of the
damaged item and packaging and we will arrange
a replacement or full refund immediately.
Q: What if I receive the wrong product?
A: If you receive an incorrect item, contact
us on WhatsApp within 24 hours with photos
and your order details. We will send the
correct product at no extra cost.
Q: Can I exchange a product?
A: Yes. Product exchanges are possible within
3 days of delivery on unopened, unused products.
Contact us on WhatsApp to initiate the exchange.
Q: How long does a refund take?
A: Refunds are processed within 3 to 5 working
days after we receive and inspect the returned
item. Refund will be issued via the same payment
method used at purchase.
Q: What if the product didn't work for my skin?
A: Skincare results vary from person to person
depending on skin type, routine, and consistency
of use. We recommend using any product for at
least 4 to 6 weeks before evaluating results.
If you have concerns, message us and we'll
review your routine and advise accordingly.
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✨ SECTION 7 — SKINCARE ADVICE & TIPS
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Q: What is the correct order to apply skincare products?
A: The correct skincare order is:
→ Step 1: Cleanser / Face Wash
→ Step 2: Toner (if used)
→ Step 3: Serum (thinnest to thickest)
→ Step 4: Eye Cream (if used)
→ Step 5: Moisturizer
→ Step 6: SPF Sunscreen (morning only)
Q: How often should I use a serum?
A: Most serums are designed for twice daily use —
morning and night. However, some active ingredient
serums (like AHA/BHA or strong Vitamin C) are
better used at night only to avoid sun sensitivity.
Always follow the product instructions.
Q: Why is SPF important with skincare?
A: Many brightening and treatment serums increase
your skin's sensitivity to the sun. Without SPF,
UV rays can reverse your results and cause more
pigmentation. Always wear SPF 30 or above
during the day — especially in Pakistan's
intense sunlight.
Q: How long does it take to see results from serums?
A: Most people begin noticing initial changes
within 2 to 4 weeks of consistent use. Significant
results — especially for dark spots and pigmentation
— typically become visible after 6 to 8 weeks
of regular daily use.
Q: What is the best skincare routine for dark spots
in Pakistan?
A: Our recommended dark spot routine:
→ Morning: Gentle face wash → Vitamin C serum
→ Moisturizer → SPF
→ Night: Gentle face wash → Kojic Acid serum
→ Skin Repair Hydrogel Serum → Moisturizer
Consistent use of this routine gives the best
results for hyperpigmentation and uneven tone.
Q: Can I use Vitamin C and Kojic Acid together?
A: It is generally recommended to alternate them —
use Vitamin C in the morning and Kojic Acid
at night — rather than layering both at the
same time. This avoids potential irritation
and maximizes the benefits of each ingredient.
Q: What ingredients should I avoid mixing?
A: Avoid mixing:
→ Vitamin C + AHA/BHA (can cause irritation)
→ Retinol + AHA/BHA (too harsh together)
→ Vitamin C + Niacinamide in high concentrations
When in doubt, message us and we'll guide
your routine personally.
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📲 SECTION 8 — CONTACT & SUPPORT
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Q: How can I contact Aurra Essence?
A: You can reach us through:
→ WhatsApp / Call: +92 340 6127758
→ Email: aurraessence@gmail.com
→ Instagram DM: @aurraessence
→ Contact page: aurraessence.com/pages/contact
Q: What are your customer service hours?
A: Our team is available Monday to Saturday,
10:00 AM to 10:00 PM Pakistan Standard Time.
We aim to respond to all WhatsApp messages
within a few hours.
Q: Can I get free skincare consultation?
A: Yes! We offer free personalized skincare
consultations via WhatsApp. Just tell us
your skin type, concerns, and current routine
and our team will guide you to the right
products and routine — completely free.
Q: Do you collaborate with influencers or creators?
A: Yes, we are open to collaborations with
content creators, beauty influencers, and
skincare enthusiasts. Email us at
aurraessence@gmail.com with your profile
details and we'll get back to you.
Q: How can I stay updated on new products and offers?
A: Follow us on:
→ Instagram: @aurraessence
→ Facebook: Aurra Essence
→ TikTok: @aurraessence
And subscribe to our email newsletter at
the bottom of our website for exclusive
deals and early access to new launches.
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Still have a question we haven't answered?
📲 WhatsApp: +92 340 6127758
📧 Email: aurraessence@gmail.com
We're always here...
— The Aurra Essence Team ✦
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