Frequently Asked Questionss

Version 1.0 Last updated on 19/05/2025

  • Welcome to Aura

    • What is Aura?

      • The new loyalty programme from Alshaya Group (‘Alshaya’) designed for you and your lifestyle.

        As a member of Aura, you can collect points every time you spend with participating brands instore and online. These points can be redeemed for products, rewards and experiences test.

        With three membership tiers in the programme (Hello, Star and VIP), the more you spend the more benefits you unlock; and with so many participating brands you can earn points in a range of ways.

    • Why should I join Aura?
      • Aura’s range of benefits and offers is designed to be as individual as you are. It is tailored to your needs, rewarding you for spending in the places you love and bringing you exclusive access to experiences from an unrivalled collection of international brands.

  • Privileges Club

  • Joining Aura

    • Who can join Aura?
      • Aura is available to the general public; anyone over the age of 18 living in Qatar, Kuwait, UAE and KSA can join the programme. Membership is free.
    • How can I join Aura?

      • The best way to experience Aura is via the Aura MENA app, providing all the information you need at your fingertips - including your points balance, offers, news and rewards.

        You can download the Aura MENA app via the App Store or Google Play store or visit  www.aura-mena.com to join the programme.

        Need help?  Visit any of our participating brand stores and our store colleagues will be happy to help you.

        If you partially enrol instore or online,  an SMS will be sent to your registered mobile number with a link to download the Aura MENA app to complete your full enrolment and receive the full benefits of Aura.

        Aura is now cardless and therefore, new members enrolling to Aura will not receive a physical card.

        When you join, you will be asked:                  

        - To provide some basic personal information in accordance with our Aura Privacy Policy

        - To accept the Aura Terms and Conditions and Aura Privacy Policy

    • If I have joined Aura through Alshaya participating brand stores or via brand websites (where applicable), and have missed the SMS with app download link, how can I complete my full enrolment?

      • For the best Aura experience download the Aura MENA app and click Join us ,  select the ‘I have joined online or instore’ button, set your password using either the mobile number or the email address you provided instore or online, and follow the steps to complete your registration.

        Once you are fully enrolled, you can enjoy collecting and spending points when shopping with us.

    • I have created a duplicate profile during full enrolment. How can I continue using Aura?
      • You can contact customer service to help with linking the two profiles and continue with one active account.
    • I was a Privileges Club member; will I be enrolled into Aura automatically?
      • You will have to choose to join Aura by downloading the Aura MENA app via the App Store or Google Play store.
    • In what countries is Aura available?
      • Aura is currently available in Qatar, Kuwait, UAE and KSA. The programme will be available in more countries across the GCC soon.
    • Can I use my AURA MENA app or card in other countries besides my country of registration?
      • Currently, Aura is available in Qatar, Kuwait, UAE and KSA. As more countries launch Aura, you will be able to use the app and card in multiple destinations.
    • How can I download the AURA MENA App?

      • You can download the app via the App store or Google Play Store.

        The Aura MENA app puts all programme and membership information at your fingertips; your digital card, which contains your unique user number, your points balance, your membership tier.  Just as importantly you will find offers and news designed just for you as well as rewards for you to browse at your leisure.

        Through the “My account” section you can manage your profile, such as updating personal details, marketing preferences or reviewing your transaction history, from updates to your transaction history.

    • What is the Aura card?

      • The Aura card is simple to use and contains your Aura unique user number.  Use this number to access your membership information on www.aura-mena.com.  This includes your points balance, your membership tier, offers and news, designed just for you as well as rewards for you to browse at your leisure.

        Aura is now cardless and we encourage all the members to experience Aura at its best with the Aura MENA app.

    • I am a Harvey Nichols select member in Kuwait; will I be enrolled into Aura automatically?
      • You will have to choose to join Aura by downloading the Aura MENA app via the App Store or Google Play store.
    • I am a Harvey Nichols select Diamond/Platinum member in Kuwait; will I be enrolled into Aura automatically?

      • You will have to choose to join Aura by downloading the Aura MENA app via the App Store or Google Play store.

        Once you join, you will enjoy all the VIP tier benefits of Aura along with the exclusive 10% discount on all your purchases.  You will be able to see this offer in Aura MENA app under the Offers section within 24hrs of full enrolment.

    • Can I join or log in with my social media account (Facebook, Google & Apple account)?

      • Yes, if you are an Android user, you can join or log in with your social media account.

        If you are an iOS user, you can join the programme with your mobile number or email address.  As an existing member, if you have previously enrolled using your social media account, please log in with your social media email address used to register into Aura. If you face difficulties logging in, kindly reset your password to access your account.

        We are working on enhancing the iOS experience in our upcoming app release.

  • Brands

    • What brands are included in Aura?
      • Most of the brands operated by Alshaya are included in the programme.  For a full list of our participating brands and their locations, visit our brands page on the Aura MENA app or on www.aura-mena.com.
    • Where can I find my favourite brands?

      • You can find more brand information on the app and website, including the location of your favourite brand stores using the handy store locator.

        Discover our brands’ online stores, and links to brands social media in the brand section on the app and portal.

  • Collecting points with Aura

    • How and where can I collect points with Aura?

      • You can collect points at participating stores operated by Alshaya. To collect instore, just present your digital card in the Aura MENA app, your physical card, or provide your mobile number.  You can only collect points once you become a member of Aura; any previous transactions in Alshaya stores are not eligible for Points.

        For a full list of our participating brands and their locations, visit our brands page on the Aura MENA app, on www.aura-mena.com, or Alshaya.com.

        You can also collect points on many of our participating online websites by linking your Aura membership.  Look out for the Aura logo.

    • How are points in Aura calculated?

      • Points are calculated based on eligible spend in any of the participating brand stores in the Aura programme.  Points are available on full price and discounted items, and include any applicable VAT.

        Some items aren’t eligible for points collection in the programme; this includes all purchases in Starbucks, TEKZONE, and certain other exclusions including Alshaya Gift cards and medicinal products in Boots.

        For every QAR 1 spent, you will earn 1 point.

        For every KWD 1 spent, you will earn 10 points.

        For every AED 1 spent, you will earn 1 point.

        For every SAR 1 spent, you will earn 1 point.

        No partial points are awarded.

    • How long will my points last?

      • Points earned on your purchases are valid for 12 months from the date they are earned. Any bonus points earned are valid for 3 months from the date they are earned. 

        Your points will expire at midnight on the last day of the relevant month.

        You will receive a monthly statement including a reminder on points that will expire at end of that month , giving you plenty of notice to treat yourself to that special something. Please ensure your personal details and communication preferences are turned on and up to date to receive the messages.

    • I have made a purchase without linking my Aura app / card or registered mobile number. Can I earn the points later?

      • Earn points at the time of purchase by either providing your Aura account number (physical or digital) or your registered mobile number. If, for any reason, you were not able to link your transaction to Aura in Alshaya stores or participating Ecommerce websites, please contact customer support within 30 days from the transaction date.

        Offer/ Bonus points cannot be claimed retrospectively.

        Points cannot be claimed for transactions carried out before joining Aura.

         

    • What is VAT?

      • VAT (Value-Added Tax) is a consumption tax applied to goods and services at each stage of production or sale. The buyer typically pays the VAT, while businesses collect and remit it to the government.

         

    • Why is VAT excluded from my Aura points earning when I paid for it?

      • VAT is a government-imposed tax, not part of the actual purchase of goods or services. Because of this, VAT is excluded from points calculations.

         

    • Is Aura reducing points accrual?

      • No, the points earning rate remains unchanged. The only difference is that VAT will no longer be included in the calculation. For example, if a T-shirt costs 100 AED + 5 AED VAT (total: 105 AED), you will earn points on 100 AED (excluding VAT).

         

    • How are my points being calculated now (without VAT)?

      • Sample calculation.

        CurrencyAEDBHDSAR
        Cost of T-shirt100100100
        Gov. Imposed VAT5%10%15%
        VAT fees based on T-shirt cost51015
        Total Value Including VAT105110115
        Base Points Earning Excluding VAT1001000100

         

    • Can I still use my points to pay for purchase amount including VAT?

      • Yes, you can. Paying with points works the same way as cash, debit, or credit cards, meaning it can be used for the total amount, including VAT.

         

  • Redeeming points with Aura

    • How can I redeem my points?

      • To redeem points, you must be a fully enrolled member of Aura.  If you have only partially enrolled, please complete your full enrolment to unlock Aura benefits.

        To redeem points in our stores, you can either present the digital card in the Aura MENA app, or use your physical Aura card. 

        You can also redeem points on many of our participating online websites.  You will need to have an eCommerce account linked to Aura on participating brand sites to redeem points.

    • Can I pay for products and rewards with points?

      • Yes, you can use your points to pay either fully or partially for products purchased instore and online.  When you make a partial payment with points, you will receive new points only for the amount paid by cash or card.

        You can also redeem your points against rewards which can be found in the “Rewards” section of the app and the website.  Enjoy a range of exclusive rewards and experiences designed especially for you.  Details of the points required are included in the Rewards description on the Aura MENA app and www.aura-mena.com.

    • What are my points worth?

      • 50 Aura Points are worth QAR 1.

        500 Aura Points are worth KWD 1.

        50 Aura points are worth AED 1.

        50 Aura points are worth SAR 1.

    • Where can I find my points balance?

      • The number of points you earn on your purchase will be shown on your receipt each time you spend in a participating brand.  You can also find your points balance on the Aura MENA app and at www.aura-mena.com.

        Based on where you shop, a varied waiting period will apply before your points are available to spend.  You will be able to see all pending points and the date these will be available to use in the More section of the Aura MENA app and in your profile on the aura-mena.com website.

        - For purchases in participating retail stores and restaurants, points will be available for you to spend on the day after purchase.

        - For online purchases your points will be available to spend the day after delivery

        When you have redeemed points, your points balance will be updated immediately.

    • Can I purchase additional points?
      • You cannot purchase additional points; however, with so many brands to choose from, your points balance can quickly build up.

  • Exchanges and refunds

    • What if I would like to exchange or refund my purchases?

      • Your refund and exchange rights are as per the Alshaya refund and exchange policies and not affected by Aura. Visit www.alshaya.com/en/terms-and-conditions/exchange-refund-policy/.

        If you have used any Aura offers on the items being exchanged or refunded as part of the original purchase, these will not apply to the new transaction(s).

        If you have paid for your purchase fully with Aura points, you will receive the refund in points. If you have paid for your purchase partially using Aura points, you will receive the refund in the amount of points redeemed and the remaining amount via cash or card based on the original mode of payment.

        If the Aura points used for the purchase have expired at the time of exchange/refund, they cannot be reinstated. Any additional amount for the product needs to be paid with additional Aura points, cash, or card.

        For more details, please refer Aura Terms and Conditions

  • Credits

    • What is Credits?
      • Credits offers members a convenient way to store refund funds in the Aura app. This allows for quick refunds in minutes instead of the usual 14-day process. The facility is available for fully registered Aura members.
    • How can I access Credits?
      • To use Credits, first join Aura by downloading the Aura MENA app from the App Store or Google Play. Once you become an Aura member, you can access Credits when you return items purchased from participating Alshaya stores provided that you choose to transfer the funds to your Aura wallet. In the future, members will also be able to ‘top up’ their Aura wallet by adding funds to their Aura wallet using approved payment methods.
    • Where can I see the refunded amount if I avail of the Credits benefit?
      • The credited amount can be viewed in-app, click on ‘Credits’ to view the transaction balance and transaction history
    • What is the benefit of Credits?
      • One of the many benefits of Credits is the added convenience and flexibility it offers members. By using Credits, you can easily add funds (when the functionality is launched) and make purchases at Alshaya stores, enjoying the benefit of instant refunds processed through the Aura app.
    • Can I purchase credit and top-up balance in my wallet?
      • Although not currently available, future updates will enable members to add funds to their Aura wallet using credit card to recharge the balance in the Aura wallet, subject to maximum limit.
    • If I wish to cancel my Aura membership, can I withdraw the remaining balance in my Credits?
      • No, funds credited to your Aura wallet cannot be withdrawn as cash, exchanged for another form of credit, or transferred to any other Aura account. Members must utilise the balance prior to cancelling or closing the Aura account.
    • Is there a minimum or maximum limit for Credits?
      • There is no minimum limit. The maximum permitted amount that can be stored in your Credits wallet is AED50,000 valid for use within 12 months from each transaction date. For example: if 100 AED is refunded or added to your Aura wallet on 1-Jan-2025, you will have until 1-Jan-2026 to use it, following that transaction, if you receive a 100 AED refund on 1-Feb-2025, you will have until 1-Feb-2026 to use that 100 AED credit.
    • Can I transfer my credit balance to my family members listed in my Aura friends and family account?

      • No, transfer of funds is not permitted. However, you can use your credit balance to pay for your family members purchases, you must be present instore to scan your Aura ID.

         

  • Co-Brand Partnerships

  • Aura membership tiers

    • What are the membership tiers?

      • There are three membership tiers in the Aura programme, Hello, Star and VIP.  Membership is based on points earned and the more you spend, the more benefits you can unlock.  With so many brands in the Aura programme you can enjoy an unmatched range of opportunities to earn points.

        - Hello – this entry point membership is for holders of 1 to 5,999 tier points

        - Star: for holders of 6,000 to 23,999 tier points; our Star members earn purchase points faster: 1.5 x that of Hello

        - VIP tier membership starts with 24,000 or more tier points.  You can access more VIP membership benefits and earn purchase points even faster: 2 x that of Hello

             Tier points are calculated based on eligible spend only in participating Alshaya stores.

        - For every QAR 1 spent, 1 point is earned towards your tier balance.

        - For every KWD 1 spent, 12 points are earned towards your tier balance

        - For every AED 1 spent, 1 point is earned towards your tier balance

        - For every SAR 1 spent, 1 point is earned towards your tier balance

    • How are points calculated towards my Aura tier?

      • Your membership tier is calculated on the number of tier points you earn in a 12-month period.  At any time, if you earn enough points to move to the next tier you will be upgraded automatically, and you will stay in this new tier for the following 12 months.

        Tier points are reset to zero every 12 months, starting either from the anniversary of your joining date or from the date of your last tier upgrade.  At the start of the next 12-month period, your membership tier is determined by your previous 12 months spend.

        From time to time, you may receive additional points from special events, activities or promotions.  These count towards your points balance when you want to treat yourself.  These do not, however, count towards your membership tier, which is based only on points earned through purchases with our participating brands.  You can check the number of tier points you have earned under “My account” on the Aura MENA app or on www.aura-mena.com.

    • I was a high spending Privileges Club member. Will I be automatically enrolled in higher tier (Star/VIP) in Aura?
      • As of now, all Privileges Club members will be joining Aura as Hello members (Base Tier) and eventually, based on the spend, tiers will be upgraded. You will receive a notification upon tier upgrade.

  • Friends & Family membership

    • What is Aura Friends & Family?

      • With Aura Friends & Family you can bring together a group of people to unlock and enjoy Aura benefits together.

        The head of a group must be aged 18 years or over and can invite up to seven further members to join at any one time. Friends & Family members can be aged 13 and above but must be able to provide individual identification details (mobile phone number and email id).

        Within Friends & Family groups, all points will be pooled and can be accessed by all members. Members wishing to leave the Friends and Family group may do so, but all points accumulated as part of the group will remain within the group. 

        For more information on Friends & Family please see the T&Cs in the app or portal.

  • Competitions and prize draws

  • Using the Aura app and website

    • How do I choose my preferred language on the app or website?

      • The Aura MENA app is available in both Arabic and English.  When signing up or logging in, you can choose your preferred language by clicking on the icon at the top right of the Home screen.

         

        If you are already logged in, to change the language setting, please visit ‘My account’ in the ‘More” section, and then select the icon at the top right.

         

        On aura-mena.com, the language option is available as a dropdown on the navigation bar.

    • How do I view and update my communication preferences, choosing how Aura communicates with me?

      • During sign up on the Aura MENA app or aura-mena.com, every member can choose how they would like Aura to communicate with them on news, offers and more*, through SMS, email or both.  You can update this at any time.

        In the app, just visit ‘My account’ in the ‘More” section and select the icon at the top right.  Choose how you would like us to communicate with you by selecting the options - notifications, email and SMS.  Clicking Done will save your choices.

        On aura-mena.com, select your preferences by clicking on your profile image on the navigation bar, click on ‘My account’ below your membership number and select ‘Communication Preferences’.  Click on ‘Modify’ and, after making any changes, click ‘Update’ to save.

        * Note: Service messages will be sent through any or all available channels to ensure you are kept up to date.

    • How do I update my Aura profile?

      • Your Aura profile is updated based on information you have provided during sign-up.  You can view or change your profile anytime on the app in My account, in the ‘More’ section.

        On aura-mena.com, to view or change your profile information, click on your profile image on the navigation bar, click on ‘My account’ below your membership number and select ‘Personal details’ or ‘Contact & Country details’. To edit any details, just click the ‘Modify’ button and, after making any changes, click on ‘Update’ to save.

    • How can I use my points to buy a reward?

      • Visit the ‘Rewards’ section of app or website.  You will need enough points in your Aura account to buy the reward.  Simply select the reward, add it to your basket and click ‘Order’.  Until ‘Order’ is clicked, the reward remains in the basket.  You will see a confirmation notification to confirm your purchase.

        Once purchased, your reward is displayed under ‘Offers’ and can be filtered by ‘Rewards’ and is identified by this icon .  To experience your reward, simply present the reward coupon, with the QR code, at the relevant store.

    • My card is inactive on the app – it shows an exclamation mark (!) next to the card icon. How do I activate my digital card?

      • Your loyalty card may be inactive due to the pending verification of your mobile number.

        To activate your card, log in and then click on the card icon on the top right of the home screen or the ‘More’ section; once in the card screen, click ‘Activate’.  You will be directed to the mobile number verification process which, once completed, your card will be activated.

        If your digital card shows a Closed status, please contact our Customer Service team.

    • I have signed up using my Facebook account. Is all my social media account information collected by Aura?

      • When you sign up on Aura using Facebook or Google, we will only collect your first name, last name and email address.  To find out more about the use of personal data, please refer to our  Aura Privacy Policy or visit the Privacy Policy section of the app by clicking ‘More’, then ‘My Account’ and the  icon. 

        Or visit ‘My Account’ on aura-mena.com, by clicking Your profile.

    • How do I logout from the AURA MENA app?

      • For convenience and speed, our app is designed to keep you logged in.  If you want to log out, visit ‘My account’ in the ‘More’ section and scroll down for the logout option.

        On aura-mena.com, you will be logged out after 30 minutes.

  • I am locked out of my account

    • What do I do if I’m locked out of my account?

      • To reset your password in the Aura MENA app, click Forgot password; you will receive an OTP (One Time Password) via SMS to verify this change; enter this in the required field and follow the steps to reset your password.

        Enabling biometric login on the app will prevent this from happening.

        To reset your password on www.aura-mena.com, click Forgot password; you will receive an OTP (One-time-password) via SMS to verify this change; enter this in the required field and follow the steps to reset your password.

  • Lost and damaged cards

    • What do I do if I’ve lost / damaged my card?

      • Lost Card

        If you have lost your card and are unable to visit a store for some time, please contact Customer Services as soon as possible so your card can be deactivated.  

        Or, visit any of our stores, and our colleagues will help you deactivate your existing card and reactivate your membership on the Aura MENA app, the best way to experience Aura, or replace your card.

         

        Damaged Card

        If you are a full enrolled customer,  continue using Aura through Aura MENA app by using the same credentials as in Aura website

        If you are a quick enrolled customer, download Aura MENA app and complete the registration by clicking, ‘I have joined online or instore’ button, under Join Us section and continue using Aura

  • Protecting you

    • Protecting you

      • We are committed to the highest level of privacy protection for all our members.  For details, please refer to our  Aura Privacy Policy  or on the Aura MENA app (visit My account and click the settings icon ) or on aura-mena.com by clicking your profile icon on the top navigation bar and visiting My account.

        If you have any queries, please email us at [email protected].

  • Here to help

    • Here to help

      • The Aura MENA app and website will help you access an unmatched range of brands and unlock some great rewards and member benefits.

        If you have a query or concern, please contact our Customer Service team:

        • Email us on [email protected]

        • Call us on:

        • Qatar 8000-707

        • Kuwait 182-12-12

        • UAE 800-74292

        • KSA 800-4414440

            We’re here to help from 9am to 10pm Saturday-Thursday, 1pm to 10 pm Friday, AST

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