Shipping & Return Policy
All purchases over $20 receives free shipping with using "Freeshipping" discount code.
Do you ship products to Europe and UK?
Yes, we offer worldwide shipping although orders from Europe and UK will include VAT tax. The tax rate varies based on the country and product.
When will I get my order?
Usually, it takes 3–7 business days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
● USA: 5–7 business days
● Europe: 6–8 business days
● Australia: 2–14 business days
● Japan: 4–8 business days
● International: 10–20 business days
[Covid-19] When will I get my order?
Our fulfillment times for all products, may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at firstname.lastname@example.org with your name and order number.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, contact us at email@example.com
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived wrong/damaged. To help us resolve this for you quickly, please email us at firstname.lastname@example.org within a weeks' time with photos of the wrong/damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
What's your return policy for defective/damaged/wrong products?
Any claims for defective items must be submitted to email@example.com within a week after the product has been received. Please include the pictures of the product in your email.
At this point, only damaged/defective/wrong products are qualified for return.
What's your exchange policy?
Any exchange request for items must be submitted to firstname.lastname@example.org within a week after the product has been received. You will receive an email with instruction within 3 days on how to send out the item.
Product must be unworn/undamaged and in original condition.
Customers pay for shipping the item back to Aurora Studio. Customers have the option to receive same item in other sizes or to receive store credit.
What is the best way to contact customer service?
Contacting email@example.com is the best way to get connected with customer service team. All the emails will be answered in maximum 48 hours.
Call us at (424)522-6547 only for urgent requests, Monday through Friday between 9am and 5 pm (Pacific time).