questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
Shipping
Returns
Do you offer international shipping?
Excluding 'From USA' products, all other items are eligible for international shipping.
How long will it take for my order to arrive?
Typically, it takes between 2 to 5 business days for your order to reach you.
The products eligible for international shipping may take more than 5 days for delivery.
When will my order be shipped?
We will start shipping your order within 1-3 business days after the order is completed and payment is confirmed.
Do you provide tracking information for orders?
Yes, we do provide tracking information for all orders. Once your order is shipped, you will receive an email with the tracking details, allowing you to monitor the status of your package.
What if my order arrives damaged or defective?
We take great care in packaging and handling your orders, but in the rare event of any damage or defect, please contact our customer support team immediately. We will work diligently to resolve the issue and ensure your satisfaction.
Please note that delivery times may be affected by factors beyond our control, such as customs processing and local postal services in the destination country. We strive to deliver your orders as quickly and efficiently as possible while ensuring they reach you in excellent condition. If you have any additional questions or concerns, please do not hesitate to contact our friendly customer support team. Happy shopping!
What is your return policy?
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
You’ll also need the receipt or proof of purchase.
We do not accept exchanges of any kind.
Return requests must be initiated within 7 days (the first day of the return window starts the day tracking shows delivered status) of receiving all items in the order and shipped back to us within 7 days of submission to qualify for a full refund.
Orders returned without meeting the above criteria are subject to a 20% restocking fee or we may decline the entire return.
Return shipping is the customer's responsibility unless it was a shipping error or a damaged item.
How do I return an item?
To start a return, you can contact us at [cs@aurora-it.shop].
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.
I have received a damaged item
Please inspect your order upon reception and contact us [cs@aurora-it.shop] immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
What is non-returnable items?
Certain types of items(Bodysuits, Swimwear, Lingerie, Jewelry)cannot be returned.
Please get in touch if you have questions or concerns about your specific item.
