We’ve compiled a list of Frequently Asked Questions to help satisfy your wellness and relaxation needs. Should you need to speak to one of our Client Services team members please contact us on 03 9536 1130.
Where is Aurora Spa Retreat™ located?
Aurora Spa Retreat at The Prince is located at 2 Acland St, 1st Floor, The Prince Hotel, St Kilda which is 5km from Melbourne city. You can enter through the hotel reception on Acland St, or for car parking, enter via the Jackson St car park. There is direct access to the Spa from these safe and secure paid parking facilities.
Aurora Spa Retreat at Palazzo Versace is located at 94 Sea World Drive. Palazzo Versace Hotel, Main Beach. Car park and Valet parking are available at the hotel.
What are your opening hours at Aurora Spa Retreat™?
Aurora Spa Retreat @ The Prince:
We are open 7 days a week.
Monday to Friday 8.30 am to 6 pm
Saturday 9 am until 6 pm
Sunday 10 am until 7 pm
Aurora Spa Retreat @ Palazzo Versace:
We are open 7 days a week
Sunday to Thursday 10 am to 7 pm
Friday and Saturday 10 am to 8 pm
What do the dots and words Essential, Advanced or Signature mean near the treatment names?
All our treatments are classified as either Essential, Advanced or Signature as indicated by the dot next to the treatment.
What do you offer at your Spa?
As a guest of Aurora Spa Retreat™, you will have complimentary use of our relaxation lounge, change rooms filled with the use of complimentary Aurora Spa Rituals™ products, showers, lockers, towels, filtered water and herbal tea. For treatments over an hour, you’ll also 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 organic juices are available.
How do I make a treatment booking?
The treatment you select is reserved especially for you. To secure your booking a valid credit card or an Aurora Spa Retreat™ gift voucher is required and a 50% deposit will be taken at the time of booking.
Do you have a treatment cancellation policy?
The treatments you select are reserved especially for you. Please note we require 24 hours notice to change, reschedule or cancel all appointments. Where treatments are changed, rescheduled or cancelled with less than 24 hours notice, 50% of the treatment cost will be charged 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 attend your booked treatment time 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, so as not to inconvenience other guests.
I have prior medical conditions and concerns. Can I still have any of your treatments?
Each treatment on our menu has a list of Contra indications when it is advisable not to undertake that treatment. Please refer to the Contra indications for every treatment or call our Client Services team on 03 9536 1130.
Can I have treatments when I am pregnant?
Please see the contra indications listed within the information of every treatment to determine whether or not the treatment is suitable for 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 the individual product page. Similarly, a full list of contra indications is available listed under every treatment. 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 Rituals™ product and for monetary voucher can be purchased online or by phone on 03 9536 1130.
Vouchers can be express posted, emailed, posted or collected from Aurora Spa Retreat™.
How long do your gift vouchers last?
All vouchers purchased either on line, over the phone or in the Spa have a validity of 12 months from the date of purchase.
What are your gift voucher terms and conditions?
The voucher is only redeemable online at www.aurorasparetreat.com or by calling Aurora Spa Retreat™ 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.
What is your policy on returns or exchanges?
Any unused product may be returned to Aurora Spa Retreat either by Australia Post or to the Spa within 14 days of purchase. The address for postal returns is:
Aurora Spa Retreat
1st Floor, 2 Acland St
The Prince Hotel
Phone: 03 9536 1130
Please call the above number before you return your parcel via post so that our team will be expecting it.
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
Only available for voucher orders in Australia
EXPRESS POST ($8)
All orders containing products of Gift packs will be sent Express Post. Our Express Post deliveries will arrive within 3 - 5 business days and ensures that your parcel can always be tracked
PLATINUM EXPRESS ($20)
Our Platinum Post deliveries will arrive in 1-3 business days and ensures your delivery can always be tracked. Please note deliveries must be signed for so we suggest you have deliveries sent to a work address if you have one.
AIR MAIL (NZ Delivery only) ( $18)
Your parcel will arrive within 3-4 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