Frequently Asked Questions

Version 1.0 Last updated on 08/07/2024
  • Welcome to Aura

    • What is Aura?
      • Aura is a lifestyle rewards programme by Alshaya that is designed for you.

        As a member, you can earn points every time you spend and through exciting offers with participating brands, in-store and online. These points can be redeemed on exclusives, and future purchases via the Aura app.

    • Why should I join Aura?
      • Aura’s offers a range of benefits and rewards tailored to your preferences, giving you exclusive access to experiences from a vast collection of international brands you love.
  • Joining Aura

    • Who can join Aura?
      • Aura is open to anyone over the legal age in their registration market. Available in Bahrain, KSA, Kuwait, Qatar, and UAE, membership is free. 

        Use your Aura MENA app across all these markets, regardless of where you registered. 

    • How can I join Aura?
      • Download the Aura MENA app from the App Store or Google Play. You’ll need to provide basic personal information and accept the Aura Terms and Conditions and the Aura Privacy Policy. Note that Aura is now cardless – no physical card is needed! 

        Need help? Contact Customer Service for more information.

  • Brands

  • Collecting points with Aura

    • How and where can I collect points with Aura?
      • Collect points at participating Alshaya stores by presenting your Aura ID in the Aura MENA app. You can also collect points online by linking your Aura ID to participating websites. Please note that any previous transactions in Alshaya stores before registering with Aura are not eligible for points collection.
    • How are points in Aura calculated?
      • Points are based on your spending in participating brand stores on full-price and discounted items. 

        For every QAR 1, AED 1, and SAR 1 spent, you will earn 1 point.

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

        Note that purchases from Starbucks, TEKZONE, Boots medicinal products, and Alshaya Gift Cards aren't eligible for points.

        No partial points are awarded.

    • How long will my points last?
      • Points are valid for 12 months from the date earned, and bonus points last for 3 months. You will receive monthly statements, including reminders on points that expire at the end of each month. 

        Keep your details updated and ensure your communication preferences are turned on to receive messages.

    • I have made a purchase without linking my Aura card. Can I earn the points later?
      • If you missed linking your transaction to Aura, contact Customer Service within 30 days from the transaction date. 

        Note that offer/bonus points cannot be claimed retrospectively, and transactions before joining Aura are not eligible for points.

  • Redeeming points with Aura

    • How can I redeem my points?
      • Redeem points by scanning your Aura ID in-app or linking transactions online by clicking on the Aura logo. You can now also redeem your Aura points at Starbucks.

        You must 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 fully or partially for purchases in-store and online.  Earn new points only on the amount paid by cash or card. Redeem points against exclusive rewards in the “Exclusives” section of the app.  
    • What are my points worth?
      • 50 Aura Points are worth QAR 1, AED 1, and SAR 1.

        500 Aura Points are worth KWD 1 and BHD 1.

    • Where can I find my points balance?
      • Check your points balance on the Aura MENA app or your receipt after shopping at a participating brand.   
    • When will my points be available for redemption?
      • Points are available for redemption the day after your in-store purchase or one day after online delivery.
    • Can I purchase additional points?
      • No, but with so many brands to choose from, your points balance build up quickly.
    • Link and Earn Aura points at Alshaya restaurants
      • You can easily link and earn points at any Alshaya restaurant by scanning your Aura ID in-store. Additionally, you can link your Aura MENA account when performing transactions at kiosks or when ordering with your phone at select restaurants, including Raising Cane’s, Shake Shack, Le Pain Quotidien, Amiti Noura, Ashas, and P.F. Chang’s.
    • What are Aura Prices?
      • Enjoy exclusive member prices at selected brands, available only for Aura MENA members. 
  • Exchanges and refunds

  • Aura membership tiers

    • What are the membership tiers?
      • Aura has three tiers:

        - Aura Hello: the entry point membership for holders of 1 to 5,999 tier points.

        - Aura Star: the second-tier membership for holders of 6,000 to 23,999 tier points. Aura Star members earn purchase points 1.5 times faster than Aura Hello members.

        - Aura VIP: the highest tier membership, starting with 24,000 tier points. Aura VIP members earn purchase points 2 times faster than Aura Hello members.

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

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

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

    • How are points calculated towards my Aura tier?
      • Your tier is calculated on tier points earned over 12 months. Upgrade automatically upon earning enough points and maintaining your new tier for the following 12 months. Base points count towards tier calculation, while bonus points do not.

        When purchasing, bonus points are earned through special events, activities or promotions and do not count towards your membership tier.

        You can check the number of tier points earned under “My Account” on the Aura MENA app. 

    • Will I be downgraded if i spend my points?
      • No, you will not be downgraded when points are spent. Tier points are not used towards redemption.
  • Friends & Family membership

    • What is Aura Friends & Family?
      • With Aura Friends & Family, you can gather a group to enjoy Aura benefits together. 

        The group head must be 18 years or older and can invite up to seven members aged 13 and above. Members share and access points together but cannot leave or be removed from the group for 90 days. After 90 days, members can choose to leave or be removed but cannot join another group or be replaced in the current group for another 90 days. Each group can have a maximum of 8 members, and each member can only be part of one group at a time. 

        Check the T&Cs in the app for more details.

  • Using the Aura MENA app

    • How do I choose my preferred language on the app or website?
      • The Aura MENA app is available in both Arabic and English.  Select your preferred language when signing up, or change it later in the “Settings” tab under the “More” menu.
    • How do I view and update my communication preferences, choosing how Aura communicates with me?
      • When signing up, you can activate your preferred communication preferences to receive communications via email, SMS, WhatsApp, and notifications from your Aura MENA app.

        On the app, you can change your preferences by going to the “More” menu, clicking on the “Settings Tab,” and choosing “Communication Preferences.” Then, select how you would like us to communicate with you.

        * Note: Service messages will be sent through any or all available channels to keep you updated.

    • How do I update my Aura profile?
      • You can view or change your profile information anytime on the app by clicking on “More” in the bottom navigation, then on “Account,” and finally on “View or Edit” the information you want to change.
    • What offers does Aura have?
      • To find the offers, you need to click on the offers section of the app in the main menu. 

        There are 3 types of offers:

        1.    Activate offers: You can activate offers in the Aura MENA app by going to an offer and clicking on the “Get Offer” button.

        2.    QR Code: Scan the offer’s QR code in-store by clicking on the offer of choice, or by applying the QR code offer online on the website.

        3.    Automatic offers: If you are one of the eligible members for a Live offer, you will automatically get it.

    • What are the Exclusives that Aura has and how can I use my points to buy a reward?
      • To find the Exclusives, click on the Exclusives section of the app in the main menu.

        Simply select the Exclusive you wish from the main menu. You will need enough points in your Aura account to buy an exclusive for some, and for others, they are completely free!

    • How do I logout from the AURA MENA app?
      • Our app is designed to keep you logged in for convenience and speed. To log out, visit ‘My Account’ in the ‘Menu’ section and scroll down for the logout option.
    • What do I do if I’m locked out or can't access my account?
      • To reset your password in the Aura MENA app, click ‘Forgot password’. You will receive an OTP (one-time password) via SMS and WhatsApp 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.

        If you cannot access your account, please contact Customer Service.

    • I have changed my mobile number; can I still use my Aura card?
      • Yes, please contact Customer Service to de-link your old mobile number from your account and link your new one.
  • 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 and our Terms and conditions on the Aura MENA app, which is available in the Help and Support section in the More Menu or on by clicking on the footer.

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

  • Here to help

    • Here to help
      • If you have a query or concern, please contact our Customer Service team:

        Email us on [email protected]

        Call us on:

        • Qatar: (+974) 8000 707

        Kuwait: (+965) 182 12 12

        UAE: (+971) 800 74292

        KSA: (+966) 800 441 4440

        • Bahrain: (+973) 8000 1320

        Operating hours: 9 am to 10 pm Saturday-Thursday, 1 pm to 10 pm Friday (AST)