Frequently Asked Questions

Thank you for shopping with AURORA NOVA LLC. Below are answers to your frequently asked questions. If an answer you're looking for is not covered in this section, please contact us by email or social media.

 

 RETURNS/REFUNDS/EXCHANGE/SHIPPING POLICY

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
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. Please contact us before intitating a return. 
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. You can always contact us for any return questions at rl.auroranovallc@gmail.com.

 

EUROPEAN UNION 14 DAY COOL OFF PERIOD 

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

DAMAGED ITEMS IN THE MAIL

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.

EXCEPTIONS AND NON- RETURNED ITEMS 

All perishable goods, custom products, special orders, personal care, gift cards, sales items, hazardous materials, flammable liquids, or gases or not accepted for returns nor exchanges.

 

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us by email rl.auroranovallc@gmail.com.

SHIPPING AND RECIEVING ITEMS 

 

Can I change my mind about my order or address my concern about the quality of the clothing?

If there is an error on our part, it will be handled at our expense. If the customer would like to cancel a product because they change their mind because of their disliking, exchange or return a product without any defect including wrong size or color , the customer will have to reorder the product at their OWN expense.  If you return the item to the facility, the item will be sent back to the customer. The customer will be responsible for shipping costs a second time. Any unclaimed returns will be donated to charity after 30 days.

What if the customer enters the wrong address?

When a customer enters the wrong address, they will be held responsible. Usually, the package is sent back to the return address. If you set the return address as your own, you can update the address on our site and have the order reshipped. Please keep in mind that you will have to pay additional taxes and fees to have the order shipped to the correct address. If our address is set as your return address then we will contact you. If the package was not returned to the sender, then you will be responsible for the new order being placed.

 What if the product is damaged in the mail?

If the product is damaged in the mail, then we will have a new product shipped to you free of charge.

Shipping Times and Estimates

Shipping times and estimates are NOT guaranteed. The estimates do not include the time it takes to create an order.