FAQ
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.
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.
Can I invoice my purchase?
Of course! You'll just need to share your invoice information with us using the following form:
Where can I see the size guide?
On each of our dress pages, click the “Size Guide” button below the price and size options.
Can I make an exchange?
Yes, we offer exchanges for orders within Mexico. To request an exchange, visit auka.mx/a/service or email us at soporte@auka.mx and include your order number. At this time, orders shipped to the United States are not eligible for exchanges or returns.
How long do I have to make a return after my purchase?
Orders shipped to the United States are not eligible for returns. For orders within Mexico, returns must be requested within 10 calendar days of receiving your package.
How long does it take to process my return?
Once we receive your return package at our warehouse, your refund will be processed within 2–10 business days.
Which items cannot be returned?
Nipple covers and jewelry with opened packaging cannot be returned.
What are the conditions for making a return?
Before submitting a return request, please make sure that:
• Items are unworn, unwashed, and in their original condition.
• Items are in their original packaging with all original labels and seals.
• The red warranty tag remains attached in its original place.
• The return is requested within 10 calendar days of 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 conditions outlined in our Returns Policy .
Can items purchased during clearance and special sales be returned?
Items purchased on sale or clearance cannot be returned.
Do you provide a prepaid return shipping label?
We do not provide prepaid return shipping labels. Customers are responsible for all return shipping costs.
How do I know if my return shipment has arrived at the Auka address?
Returned items remain your responsibility until they arrive at our warehouse. We recommend using a trackable shipping service and keeping your tracking number until your return has been processed.
How will I know if my refund has been approved?
You will be notified by email once your return has been reviewed. If approved, your refund will be issued to your original payment method.
Are shipping costs refundable?
No. Original shipping costs and return shipping costs are non-refundable. Only the value of eligible returned items will be refunded.
How long will it take for my refund to appear?
Once your refund has been processed, it may take 2–7 business days to appear on your account, depending on your bank or payment provider.
What happens if the refund amount is incorrect?
Please contact our Customer Service team at soporte@auka.mx and include your order number so we can assist you.
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