• FREE EXPRESS SHIPPING Over Rs. 999/-
  • GET COMPLIMENTARY SAMPLES With Every Order
  • Enjoy Beauty-full Rewards with APLAVA PRESTIGE
EXTRA 10% Off this month. Use Code: JULY Click here
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FAQ’s

A. Orders

How do I make a purchase?

We have made your total experience at Aplava, pretty easy:

  • Use our main categories in the header or search bar to find the product or brand you are looking for.
  • Once you have found what you are looking for, click on the "View Details" or “Add to My Cart’” button on the product page.
  • Individual product selection will take you to the product page with variants and details about your selection. Browse the section to see content "About the Brand"/"Ingredients"/"How to Use" etc. and dont forget to read reviews before you move the product to “My Cart”.
  • Review the items in your cart by clicking the ”My Cart” link at the top right of the page.
  • Using "My Beauty Score" in your profile page, now you can select and choose from a selection of brands and products, which specifically suit your skin score. Use the “Recommended for you", button above your product display to get a customized recommendation from our end.
  • To use a promotion code, enter it into “Promo Code” and click “Apply”. The total amount will be updated with the discount.
  • Click “Secure Checkout”.
  • Your order summary will appear for your review.
  • Review your order before clicking “Payment”.
  • Fill up your shipping information (tick the box to save address for future purchase). Multiple addresses can be saved and altered.
  • Select the payment gatway and then “Mode of Payment” button to pay the amount securely over a wide range of options from Credit Card, Debit Card, Net Banking and Cash on Delivery. Select the option and proceed.
  • Check your email for an order confirmation.

What and where is my order confirmation number?

The order confirmation number begins with ‘AP’ and can be retrieved:
  • In your confirmation email.
  • When you view your “Order Status” under “My Account”.

Can I buy products directly from your warehouse?

No, we currently do not have the option to shop at our warehouse.

Can I amend my order after it has been confirmed and paid for?

As your order is processed immediately, you will not be able to amend your order once payment is confirmed. For urgent inquiries, please email our customer service team at contact@aplava.com and we will assist you.

Can I cancel my order?

Your order can still be cancelled if it has not been shipped. To check the status of your order, log in to “My Account” and click on “Order Status”. Please email our customer service team at contact@aplava.com to cancel the order if it has not yet been shipped.

Can I order through the phone?

Of course! For assistance on your order, please call our customer service team at +91 99406 15015, or email us at contact@aplava.com.

What can I do when items in my shopping cart are now out of stock?

You can click the ‘Remove’ button located under the specific product. This will not affect the rest of your cart.

I am facing problems ordering through my mobile device.

Aplava.com is compatible on most mobile devices and web browsers. We suggest restarting the browser and clearing the cache before logging on to aplava.com. If you continue to face any problems please send a screenshot of the error to contact@aplava.com so we can assist you.

B. Payment

Is Aplava a safe portal to shop?

100%, your personal information is kept secure and private during whole checkout process. In fact, we work with HDFC Payment solution, PayTM & PayU which are currently the best service providers in this  field and we do not share or sell your personal details to any third party.

Does Aplava offer COD (Cash on Delivery) & is this option safe?

Yes, we work closely with our delivery partners to ensure cash-on-delivery orders are safe. You will be required to sign an invoice upon delivery, which will ensure we have noted the collection of your cash. We work with the best delivery option and its perfectly secure to order stuff on COD.

What are the different payment methods that I can use when shopping on Aplava?

  • Within India: We accept COD (Cash on Delivery), Visa, Mastercard, American Express, Net Banking & Wallet (PayTM & PayU)
  • Outside India: Aplava.com currently doesn’t serve outside India market.

How long does it take to confirm my order?

Orders are confirmed once the payments have been processed. Most payments are processed immediately. You will receive a confirmation email with delivery details, once the order has been confirmed.

Will I receive an official receipt or confirmation email for the order placed?

Yes, you will receive a confirmation email with your delivery details shortly after your payment has been processed.

What do I do if my credit card payment does not go through or is declined?

You can try making payment again as prompted on the payment page. Your credit card will only be charged, if only you receive a confirmation email. If you think your card has been charged more than once, please email us your order number at contact@aplava.com with the payment confirmation from your bank. We will look into this and revert ASAP.

When do I get to use my Promo Code?

You can add your code into the “Promo code” box that is on the first stage (Shopping Cart) of the checkout process.

Can I use multiple coupons on one order?

No, only one coupon can be used per purchase.

My coupon code could not be applied to the order or My coupon code was removed from the order or My coupon/credit discount is not reflected in the total bill.

Please check if:
  • The coupon has expired
  • The coupon may not be applicable for the item(s) in your cart
  • You have used a non-participating credit card for the coupon discount

C. Delivery

Where all does Aplava deliver?

  • Within India: We deliver to over 4000 pincodes within India.
  • Outside India: Aplava.com currently doesn’t serve outside India market.

How much does shipping cost?

Free delivery for the following order amounts:
  • India: Orders of Rs. 999 & above
For all other orders:
  • India: Flat deliver charge of Rs 50.

Do you ship to PO BOX?

Unfortunately not at the moment. Please choose a residential or office address to which we can ship your order.

How long does shipping take?

  • Normally a shipment will be delivered within 6-8 days of placing the orders. Since we work with only manufacturers/authorised distributors, we take care to ensure the product reaching you in 100% authentic and genuine.
  • ** delivery time might take longer during sale periods, holidays and bad weather.

Can I track my order?

“Track Shipment” button allows you to track your shipment by filling in the airway bill no. You can also visit the mentioned courier company website in your SMS and track the order from there.

Can I request a specific delivery time?

Our courier partners currently do not offer this service.

Will you contact me prior to delivery?

You will be updated on the movement of your shipment at each touch point with an email.

Can I collect my order directly from Aplava?

No, we currently do not have the option to collect your shipment directly from our warehouse.

How do you ensure products are in good condition during transit?

Products are inspected prior to shipping and carefully packed to ensure no damage occurs during transit. We use the best possible method to ensure you receive products as new and fresh as we stock in our warehouse. Should you receive a damaged product, please contact us at contact@aplava.com.

What should I do if my order is not yet delivered?

Please contact us at contact@aplava.com with your order number.

Will I get charged for a re-delivery?

  • If our courier partners have attempted to deliver your order but you or your representative was not present to receive it, we will contact you to arrange a re-delivery. The courier personnel will leave a "We Missed you" note, stating the time and date of his visit and also his contact no. for you to schedule a re-delivery or collect the shipment directly from there designated office in your vicinity.
  • Redelivery is not charged.
  • If our courier partner is unable to reach you after 2 delivery attempts, the package will be returned to Aplava. Should you face such a situation, please contact us at contact@aplava.com. Redelivery charges as applicable would be charged to the customer.

What do I do if I receive something wrong or is faulty?

Please contact us immediately at contact@aplava.com with your order number and details of the affected items received.

D. Returns

What is the return and exchange policy?

For incorrect or defective items shipped, we have a 10-day return policy upon receipt of the order, subject to the following terms and conditions:
  • Item must be in its original purchase condition. All packaging must be unopened, unused, unmarked and not defaced in any manner.
  • Items purchased, as part of a set or multi-item pack has to be returned as a whole set.
  • This return policy does not apply to items, which have been stated as non-exchangeable and non-refundable on Aplava.com.
  • If you have suffered from an allergic reaction, please send us a detailed description of what occurred along with pictures. Aplava will communicate this immediately to the brand to help find an appropriate solution. Please note, in certain instances, a medical certificate may be requested.
  • We do not accept returns if you changed your mind about a product.

How do I return an item?

Please email us at contact@aplava.com with your order number and information on the affected item.

Can I get a full refund instead of an exchange of a new product?

Full refunds are only offered in exceptional circumstances.

E. Account

Will my personal information be shared with third parties?

Please be assured that your personal information will be kept private and confidential. We do not share customer information to any third party. For more information, please read our Privacy Policy in full.

I am having problems logging into my account.

If you receive a message that says your email address/password isn't recognized, follow the steps below:
  • Make sure you are using the same email address and password you registered with.
  • If you are unable to recall your password, click on the 'Forgot your password?' link on the Sign in-page. You will be prompted to enter your email address and we will send you a link that will allow you to create a new password for your account.
  • If you enter your password incorrectly three times, your account will be locked for 30 minutes. If you continue to have problems signing in, please email contact@aplava.com with the details and screenshots of the error.

What is Aplava Prestige?

Aplava Prestige is our loyalty program where members get exclusive deals. It boasts a rewards point system, which can used to offset future purchases at Aplava.

How can I earn Aplava Prestige rewards?

Earn points
  • Step 1: Sign up for Aplava.com in order to start earning points. Signing up will grant you 250 points immediately. You will need to do this even if you've shopped with us before and/or signed up to our email list.
  • Step 2: Start shopping! For every monies you spend with us (nett of discounts), you will earn Aplava Prestige reward points as detailed in the product page.
  • Step 3: Use your products and let us know what you thought of them by writing a review. Each review will earn you 25 points. Please note that reviews have to undergo an approval process, which is done on a weekly basis.
  • Step 4: Tell your friends about us! Use the ‘Refer a Friend’ option in your Aplava Prestige account to refer friends who haven't shopped with us before. Once they've made a purchase, you'll receive 50 points.
  • Step 5: Register to Aplava Social and earn 100 points!
Redeem Your Points
  • Minimum redeemable points: 500
  • Every 100 points earned = Rs 30.
  • You may redeem your points at checkout, or continue to build up your points to earn an even bigger discount.

How can I redeem my Aplava Prestige points?

You can redeem it at the first stage (Shopping Cart) of the checkout process.

Is there an expiry date for these points?

It is valid for one year from the date of issue.

F. Others

I am receiving email not meant for me.

Please click on the ‘Unsubscribe’ option available in all newsletters received.

Are your products authentic?

We work directly with brands and authorized distributors to ensure that all products we sell are 100% authentic.

Can I get the list of ingredients for a product?

Ingredients are listed on the individual product page. Please note that Ingredients are subject to change at the manufacturer's discretion. For the most complete and up-to-date list of ingredients, refer to the product packaging. For further clarification, please contact us directly at contact@aplava.com.

Can you notify me when an ’Out of Stock’ product is back in stock?

Please use the ‘NOTIFY ME’ button which is shown on the product page when a particular product is out of stock. A notification email will be sent once it is available for purchase.

Do you offer product samples?

It’s a surprise offering from our end.

Can I request or suggest a product or brand?

Feel free to send us an email at contact@aplava.com and address it to our Merchandising department.

Do you offer gift vouchers?

Yes. These can be purchased from the Gift a Card section.

Can I get a personal consultation on the use of your products?

The usage of a product is mentioned on "How to use" section of the product page. Should you have any other enquiries about a specific product, please contact us at contact@aplava.com. You can even write a question on the "Ask the expert" section of the site, and one of our experts will respond to you with the answer to your query! We have made this option simpler by putting the "My Beauty Score" section on our website, this feature offers perosnalised suggestions based on your skin type and concerns. Dermatologist tested mechanism now within your reach! Try it today.
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