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FAQ's

General

How often do you add new items? 

Due to the small size of our team and current scale of our business, we do not add new items on a consistent schedule. However, we are always looking to establish new partnerships with incredible sustainable brands. If you are interested in collaborating with us please don’t hesitate to get in touch!

How should I wash and care for my Aurora & Lolo products?

We recommend reading the tag from the original supplier. The tag will give you information about the product's material, and how to wash the item. Specifically for swimwear items, the quality will be best preserved by hand washing and air drying after use.

How can I stay up to date with Aurora & Lolo’s journey?

You can subscribe to our newsletter at the bottom of our homepage. By doing so you will receive 10% off your first order! We also update our Instagram and Facebook daily (@auroralolo.store).

 

Ordering

I have a question about my order, what should I do?

If you have any questions about your order please do not hesitate to get in touch via our webpage. Or send us an email at info@auroralolo.com.

Can I change or cancel my order?

We try to process orders fast, so send us an email at info@auroralolo.com if you would like to make any changes. We will gladly adjust open orders unless they have already shipped. 

How can I check my order status and track my order? 

Immediately after you place your order you will receive a confirmation email. This email will contain all the details of your order along with a link to track your order via the Shop app. The Shop app (available for free on the app store) will notify you every time there is an update with your order. 

How do I add a discount or promotion code?

You will be able to type in your discount code at the information or shipping stage during checkout. If you have any problems with adding the code, check to make sure there are no typos and the terms and conditions of the code apply to you. If the code is still not working please email us at info@auroralolo.com.

 

Returns

What is your online return policy?

Please visit our Refund Policy page for the full details on our return policy. 

How much do returns cost?

If the item is being returned due to a defect on the product, you will not be charged for the shipping cost on the return. If there are no defects present you will be charged the shipping cost for your return.

How do I start a return or exchange?

To start a return, please contact us at contact@auroralolo.com including your order number and the reason for the return. Upon acceptance of your return, we’ll send you a return shipping label.

Which items are non-returnable?

Unfortunately, we do not accept returns on sale items.  

How long does the return process take? How long does it take to get a refund? 

We will process your return within 10-15 days. You will receive a refund shortly after, depending on your own payment processing time. 

 

Shipping

Does Aurora & Lolo ship internationally?

Aurora & Lolo does ship internationally. All customers will be charged a shipping fee and responsible for any import duties.

When will my order ship out?

We expect your order to ship out within 1-3 business days.

How much does shipping cost?

All domestic orders are shipped for free. International customers will have to cover the cost of shipping.

How long will it take for my order to arrive? Is it possible to buy expedited shipping?

With free shipping your order will arrive within 5-8 business days. At checkout it is possible to upgrade your shipping to 2-day or 1-day shipping. Prices vary based on the weight of the item.

How do I return a gift?

Please follow the normal return process, and provide the order number (if you have it) and the name of the original buyer. Upon receival of the item we will issue a gift card totaling the cost of the item minus the return shipping fee.

 

Sustainability

What is carbon off-setting?

For every order from Aurora and Lolo, we neutralize the carbon created during the transportation of the product from our store to you. Through Verified Carbon Standard we are able to off-set all emissions by paying VCS to make up for the released carbon in their diverse set of projects.

How do you ensure that your products are sustainable?

Each of our carefully selected suppliers has been given specific sustainability attributes based on their fair trade and environmental protection practices, their manufacturing and business processes, and their fabric and material selection and care. These attributes ensure the brands we work with are truly sustainable. 

What is Aurora & Lolo doing to help the planet?

Through our marketplace of made-in-Brazil products, we aim to empower some of the world's most economically and socially compromised people. Many of the companies we work with have an immense social impact in addition to their environmental sustainability. To ensure these brands are worthy for our customers, each of the products we sell is awarded sustainability attributes.