Frequently Asked Questions
What payment methods do you offer?
To ensure your complete security, we've included only payment options from regulated, 100% secure companies. Select any option during checkout.
- Stripe: For card payments. Global infrastructure, the same one used by Google, Amazon, Rappi, and millions of merchants.
- Paypal: World leader in online payments via email. Pioneers in online shopping security.
- KueskiPay: Buy on credit without interest and pay biweekly in a very simple, flexible, and secure way.
- Conekta: Secure cash payments at OXXO, 7-Eleven, pharmacies, and many other retailers. SPEI transfer from your bank with automated confirmation.
Additionally, this store is backed by Shopify technology and security.
How long does shipping take and how much does it cost?
Our delivery times vary depending on the city you're in. Below are the standard delivery times for your location:
- Mexico City and Metropolitan Area: 1-3 business days.
- Rest of the Republic: 2 to 5 business days.
Can I pay for express shipping?
No need, the good news is that all our shipments are express!
How can I track my package?
After receiving an email confirming your order, you'll receive another email with a link where you can check the shipping status and track your package.
Do you ship internationally?
Yes, we offer international shipping to the USA.
Where can I see the size guide?
On each of our dress pages, click the “Size Guide” button below the price and size options.
Do you restock the dresses?
Yes, we're constantly expanding our dress catalog and advertise our restocks as "pre-sale." Please let us know if you see a particular dress listed as "out of stock" so we can help you have a better shopping experience.
What should I do if the item I purchased is defective or damaged?
We are sorry that you are not satisfied with the item you received. If this is the case, please notify us immediately by email at hola@auka.mx , attaching images and/or a video so we can review it and proceed with the exchange or return.
I didn't receive the dress I ordered.
Please notify us immediately by email at hola@auka.mx or through your preferred contact method.
Can changes be made?
At this time, we do not process size or style exchanges for our items. If the dress doesn't fit you, we suggest having it adjusted by a seamstress or starting the return process. If the policy guidelines are followed, a refund will be issued for the returned items.
How long do I have to make a return after my purchase?
The return process is within 7 calendar days after the date you received your package.
How long does it take to review and process my return?
Once your return package is received in the warehouse, refunds are typically processed within 2 to 7 business days.
Which items cannot be returned?
Nipple cover and jewelry with open packaging.
What are the conditions for making a return?
Before submitting a return request, please ensure the following conditions are met:
- Items must be in their original, unworn, and unwashed condition (when trying on items, please be careful that any makeup, deodorant, or body cream has not been transferred, as we will not be able to accept them).
- The items are in their original packaging with the original labels and corresponding seals.
- The red warranty tag must remain attached in its original place.
- It is within 7 calendar days after receiving your package.
What happens if my garment does not meet the return conditions?
Auka reserves the right to refuse returns that do not meet the return conditions in our Returns Policy . This policy complies with your rights under the Consumer Law.
Can items purchased during clearance and special sales be returned?
Items purchased on sale or clearance cannot be returned.
Do you have a prepaid guide for my return?
We do not offer prepaid return shipping labels. Customers are responsible for return shipping costs when requesting a refund.
How do I know if my return shipment has arrived at the Auka address?
Returned items are your responsibility until they arrive. You can check the shipping status and track your package using the tracking number you received when you placed your return order.
How can I know if my refund was approved?
You will be notified by email if your refund is approved or rejected. If approved, the refund will be processed, and the credit will be automatically applied to your original payment method.
Are shipping costs refunded when I return my purchase?
No, shipping costs are not refunded when processing a return. Only the value of the items you purchased is refunded.
How long will it take to see the refund reflected in my bank account?
It may take 2 to 7 business days for the bank or issuing institution you used to make your purchase to process and post your refund.
What happens if the refund amount is incorrect?
You must contact our Customer Service team by writing an email to hola@auka.mx so that we can solve the problem as soon as possible.
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