FAQs

Placing an order

Out of stock items


Kindly get in touch with our online sales team to place an order for any out of stock items.




Pre-order items


The bespoke nature of some pieces prevents our studio from maintaining standard stock. Pre-order items are assembled or manufactured once an order is received, where estimate delivery times are mentioned on the product page. To place a pre-order, kindly fill in this form




Make changes to an order


Any changes in order details (quantity, shipping address, design selection, payment method,etc) are only accepted before 12pm for next day delivery orders. Any changes in order details can be made with in 24 hours for in-stock items with standard delivery. Pre-order items of a bespoke nature can not be changed if production has begun. Kindly contact our online sales team for immediate assistance in each case.




Taxes


In accordance with government regulations, a 17% GST is charged at checkout on all orders.





Shipping/Delivery

Shipping Options


We provide next-day delivery (shipped by 12pm next working day) and standard delivery (shipped with in 2-4 business days) across Pakistan.




In-store Pickup


We allow an in-store pick up option at checkout where you will be notified via email when your order is ready to be collected. For same day store pick-up of in-stock items, kindly contact our online sales team as items may need to be transported to the studio from our warehouse.




Delivery estimates


Delivery charges are calculated by the select courier based on an order's volumetric measurements and the delivery location.




Delivery Options


We offer delivery across Pakistan. For international delivery, kindly contact our online sales team.





Exchange / Return / Cancel

Return policy


In the case of an item damaged during delivery, we offer a full store credit or replacement upon client discretion. Such items are only accepted if our team is informed with in 24 hours of being delivered. If you have received a faulty item, kindly contact our team for further assistance. Each case is investigated prior to a refund or replacement.




How to make a return


Kindly contact our online sales team to schedule a return in accordance with our policy.




Refund policy


Refunds are only provided in the form of store credit




Cancellation Policy


We do not accept returns or cancellations once an order has been placed and shipped. Kindly contact our online sales team for the status of an order.




After Sales Care


For any pieces purchased by Aurum, we provide after sales care for mending broken or damaged pieces where possible with minimal charges incurred are informed and approved by the client.





Product Care

Marble





Metal





Wood





Lucite






Consultancy Services

What does a consultancy involve?


It includes assistance with the selection, layout and placement for a particular space by employing our team's ability to edit, distill and find procurement sources. Anything selected in the form of furniture, fixtures, or finishings (wallpaper, flooring, bespoke manufacturing), will be researched to pair existing vendors with the client.




What is the standard consultancy fee?


We have a set rate per room, which includes three different layouts according to client particulars.




Does consultancy include implementation of the vision?


No. However, what is included is the market research where we connect clients with vendors/suppliers/stores that directly provide what was finalised in our collaborative plan.




Will a consultancy only provide Aurum products?


No. Our brand philosophy rests on Aurum being an accent based line where our works apply best when enhancing a well-curated space that reflects your individual taste.





Modular Approach

Is there a fee for orders based on modular design?


No. We do not charge you extra for modular pieces where you may create your own final piece by selecting from our existing components.




Can I select a component that is not from the existing options available at Aurum?


Yes. However, this would mean your order is now of a bespoke nature as we have to procure or manufacture the component of your choice.




Modular vs Bespoke Design


Modular design involves pairing various components from our existing offerings (materials, hardware, sculptures, techniques, finishes, design elements, etc). Bespoke design involves creating the design you finalised from scratch. The primary difference between both lies in the avaiability of existing components in the Modular approach where delivery is simpler and quicker as the final piece only requires assembly of components. The Bespoke approach however, includes a configuration and sampling process of a new component prior to any assembly. This could require more time where extra charges may apply for costs incurred.





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