FAQ

Where is Aurora Spa™ located?

Aurora Spa is located at The Prince Hotel on the 2nd floor (2 Acland Street, St Kilda). You can enter through the hotel reception on Acland Street. Paid parking is available in the Jackson Street carpark. There is direct access to the spa from the safe and secure carpark.

Aurora Spa at Palazzo Versace Hotel is located at 94 SeaWorld Drive, Main Beach. Carpark and valet parking are available at the hotel.

What are your opening hours at Aurora Spa™?

Aurora Spa – The Prince

We are open 7 days a week.

Monday and Tuesday 10am to 6pm

Wednesday 11.30am to 7.30pm

Thursday and Friday 10am to 6pm

Saturday 9am to 5.30pm

Sunday 10am- 3pm

Aurora Spa – Palazzo Versace

We are open 7 days a week.

Friday and Saturday 10 am to 7pm

Sunday to Thursday 10 am to 6pm

What do you offer at your Spa?

As a guest at Aurora Spa™, you will have complimentary use of our relaxation lounge, change rooms stocked with ASPAR products, showers, lockers, towels, filtered water and herbal tea. All guests will have complimentary use of a robe and slippers. Underwear is required for all treatments, and swimwear is required for body wraps and water therapies. Light snacks, lunch and juices are available (charges may apply).

How do I make a treatment booking?

To secure your booking a valid credit card or an Aurora Spa™ gift voucher is required and a deposit will be taken at the time of booking.

Do you have a treatment cancellation policy?

Please note we require 24 hour notice to change, reschedule or cancel all appointments. Treatments that are changed, rescheduled or cancelled within less than 24 hour notice, will be charged 50% of the treatment cost to the gift voucher or credit card used to secure the booking. Treatments that are changed, rescheduled or cancelled within 3 hours of your scheduled treatment time; or if you do not make your booked treatment time you will be charged at 100% of the treatment price.

What time should I arrive for my treatment?

Please arrive 15 minutes prior to your treatment. As a courtesy to all our guests, a prompt appointment schedule is adhered to. Treatments that begin late will still finish at the appointed time, to not inconvenience other guests.

I have prior medical conditions and concerns. Can I still have any of your treatments?

Please contact our client services team on 03 9536 1130 to find out if a specific treatment is suitable for you. We generally have a treatment to best suit most of our guests.

Can I have treatments when I am pregnant?

Absolutely! Please contact our client services team to determine whether or not the treatment is suitable for your pregnancy and your stage of pregnancy.

I have allergies to some products. Are all your products and treatments safe?

A full ingredient listing of each product is available on our website. Please contact our client services team on 03 9536 1130 if you would like more information.

Can I buy gift vouchers and e-vouchers?

Gift vouchers and e-vouchers are available for all individual treatments, for Aurora Spa product and for monetary voucher can be purchased online or by phone on 03 9536 1130.

Vouchers can be express posted, emailed or collected from Aurora Spa

How long does your gift voucher last?

All vouchers purchased either online, over the phone or in the spa are valid for 12 months from the date of purchase.

What are the gift voucher terms and conditions?

The voucher is available to purchase online at www.auroraspa.com.au or by calling Aurora Spa on (03) 9536 1130.

Please treat the voucher as cash. Lost, stolen or destroyed gift vouchers will not be refunded in cash or replaced. The voucher cannot be returned or exchanged for cash. Where the cost of the purchase exceeds the available voucher balance, the voucher holder will be required to pay the difference. Any balance that remains after expiry will not be available for use.
Gift vouchers cannot be re-issued to another recipient and cannot be used to purchase or put towards another gift voucher.

What is your policy on returns or exchanges?

We are happy to accept returned products if the product is returned at your cost within 14 days of the receipt purchase and if the product is unused, unopened and in a saleable condition. Please be sure to send back your product safely and securely, as we will not accept returns if the product does not come back in good condition. Ensure to contact our team to inform them of the returned product before posting it. Once the return has been approved we will provide you with a refund or an exchange.

Returns Address:

Aurora Spa at The Prince
2 Acland Street, St Kilda
Melbourne 3182
VIC

Phone: + 61 (0)3 9536 1130

What are your delivery options and times and how much do they cost?

We have a number of different postal options for you choose from

All gift voucher orders will be sent via Express Post at a flat rate charge of $10.00 Our Express Post deliveries will arrive within 3 – 5 business days and ensures that your parcel can always be tracked.

Orders over $50 receive complimentary postage

Orders under $50 will incur a $12 charge

EXPRESS POST is available for $15

AIR MAIL (NZ Delivery only) $46 for under 2kg orders – Your parcel will arrive within 5-7 business days and must be signed for on delivery.

Can I track my parcel?

Once your order is shipped you will receive a confirmation email from the client services team which will include your Australia Post tracking number. Please visit http://auspost.com.au/track/ to track your parcel. If you can’t locate your tracking number, or if you have any questions about your shipped order please call us on 03 9536 1130 and one of our Client Services Team will assist you with your enquiry

About Aurora

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