FAQ - FREQUENTLY ASKED QUESTIONS
E-COMMERCE
- MY ORDERS
Can I track my Purchase?
Yes. The most up-to-date information about your Purchase and the delivery status of your Purchase is available in the section My Orders. In addition, you will be notified of the progress of your order by the email provided.
Which company is responsible for delivering my Purchase?
The choice of which of these companies will be responsible for the transport of your order will be the exclusive responsibility of the carrier - post office.
Can I add another product to the Purchase I made?
No, once completed, the Purchase cannot be changed. To purchase another product, you must initiate a new Purchase.
Can I make a Purchase on the Site with CNPJ?
We are currently not working with this option. Only individuals (CPF) can register on the website and make purchases. The purchase of products through CNPJ can be done at Telesales (info). In the physical store it is only possible with a corporate card.
How do I confirm the availability of a product in stock?
On the website, when choosing the product and size we will inform availability.
Can I make my purchase on the website and search for products purchased at the physical store?
No. When making a Purchase through the Site, you will receive the product (s) purchased at the address provided, through the delivery mechanisms provided by A-AURORA on the website. In this regard, please see the Delivery Policy.
Can anyone receive the product I bought?
Yes, as long as you are of legal age, have an identification document and sign the delivery protocol.
How is shipping calculated for my order?
The value of the freight is calculated automatically, from the selected products and the zip code of the Client's delivery. The shipping cost information already calculated for a given address and certain products appears to the Customer at the time of completing the Purchase on the website.
Can I send part of the Purchase to one address and another part to another?
No. All products purchased in one specific Purchase will be delivered together, to the same address. To send products to two different addresses, you will need to make two different Purchases at different times.
Can I include or exclude products from the shopping cart?
Yes, but only until the purchase on the website is completed. To include, an item just click on the plus and, to exclude it, on the trash bin symbol. To change the quantity of products in the shopping cart, you must enter the quantity (in numbers) that you wish to purchase.
Can I resume a shopping cart?
Yes, as long as the products indicated therein are still available in stock, it will be possible to recover the shopping cart and finalize the Purchase.
- PAYMENT
What payment methods are available?
At the moment, the website accepts only credit cards issued in Brazil with Mastercard® MasterCard National (for purchases in Brazilian Real) and International (for purchases in reais and other currencies),Visa® Visa National (for purchases in Brazilian Real) and International (for purchases in Brazilian Real and other currencies) American Express® Hyper / Hyper card and elo.
What is the procedure if there is a double payment?
You can contact contato@a-aurora.com.br, call +55 21 3369-7059 or contact us via other means of assistance available. In this contact, you can request the cancellation of the duplicate payment. After analysis, A-AURORA will require the card operator to make the chargeback, if due.
What if my payment is not approved?
You will be notified within 48 hours and must enter another payment method. Otherwise, the Purchase on the Site will be canceled.
What is the approval period for the Purchase?
The deadline is up to 48 hours.
Can I change the card after completing the purchase?
This procedure is not possible.
What are the forms of payment in installments?
All purchases made by credit card can be paid in up to 2 installments.
How do I request the duplicate of the DANFE (Auxiliary Document of the Electronic Invoice)?
Just contact contato@a-aurora.com.br, , by phone 3369-7059 or by the other means of assistance available.
How to request a duplicate of the invoice?
Just contact contato@a-aurora.com.br, , by phone +55 21 3369-7059 or by the other means of assistance available.
Can I use my card issued abroad?
Yes.
What are the chargeback terms?
A-AURORA will request a chargeback from the card company within 72 (seventy-two) hours. However, you must wait for the chargeback on the invoice. The reversal can happen in up to two invoices, according to the cancellation policy of the credit card company.
- PRODUCTS
Is it possible to order a product that is not for sale?
Not yet. There are products that are not available for sale on the Site that can be found in our inventory or in our physical stores.
- CANCELLATIONS, EXCHANGES AND RETURNS
How to exchange an e-commerce product?
To exchange a product purchased on the website, go personally to one of our physical stores or contact contato@a-aurora.com.br, ,call +55 21 3369-7059 or contact us via other means of assistance available.
For more information, access our Exchange and Returns Policy.
What happens if the product I have to exchange is no longer in stock?
We will arrange for the cancellation of the Purchase and the reversal of payment, pursuant to our Exchange and Returns Policy.
What are the rules for return by post?
Initially, you should contact contato@a-aurora.com.br, , call +55 21 3369-7059 or contact us via other means of assistance available, and inform the reasons for the return. Depending on the case, contato@a-aurora.com.br, will provide a postage authorization code, with which you can send the product to A-AURORA, from any Post Office.
For more information, see our Exchange and Returns Policy.
Can I return a product to the physical store?
Yes, as long as the product purchased on the Site meets the conditions established in our Exchange and Returns Policy.
How do I cancel my purchase?
If you want to cancel your purchase, you can personally go to one of our physical stores or contact contato@a-aurora.com.br, , call +55 21 3369-7059 or contact us via other means of assistance available, and request the cancellation. In both cases, our attendants will advise the Client regarding the process.
Reimbursement of canceled order values?
The reimbursement will be made by requesting a refund of the amount charged to the credit card company.
After the exchange and return period, if the product is defective what should I do?
You should contact the manufacturer directly. If you have any problems, please contato@a-aurora.com.br, , call +55 21 3369-7059 or contact us via other means of assistance available.
In what situations can my order be canceled?
Usually when the credit card issuer does not release the credit.
- CUSTOMER REGISTRATION
How do I receive A-AURORA Offers?
You can create an Access Account at the bottom of our Home page or simply enter your email and zip code in a quick registration box, like this:
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