Frequently Asked Questions (FAQs)

About AuraLoom Official

Who are you?

AuraLoom Official is an online women's fashion store operated by AURA LOOM LIMITED, a company registered in the United Kingdom under Company Number 16842804.

Where are you based?

Our business is located at:

AURA LOOM LIMITED
69 Friars Road
London E6 1LJ
United Kingdom

What products do you sell?

We offer a range of women's fashion products, including dresses, tops, knitwear, skirts, trousers, blazers, and matching sets.

Ordering & Payments

What payment methods do you accept?

We accept:

  • Visa
  • Mastercard
  • American Express (AMEX)
  • Discover
  • Diners Club
  • UnionPay
  • Elo
  • PayPal
  • Apple Pay
  • Google Pay
  • Shop Pay

Is my payment secure?

Yes. All payments are securely processed through trusted payment providers using encrypted technology. We do not store your full card details on our servers.

Can I use a discount code?

Yes. Enter your discount code during checkout and click Apply before completing your order.

Can I cancel my order?

Orders may be cancelled within 2 hours of purchase by contacting our support team. After this period, your order may already be processing and cannot be cancelled.

Shipping & Delivery

Where do you ship?

Currently, we ship only within the United Kingdom.

How much does shipping cost?

We offer Standard Shipping for £6.99.

How long does delivery take?

  • Processing Time: 1–2 business days
  • Delivery Time: 6–9 business days
  • Estimated Total Time: 7–11 business days

Which couriers do you use?

Depending on the destination and availability, we may use:

  • Royal Mail
  • Evri
  • Yodel
  • DHL

Will I receive tracking information?

Yes. Once your order is dispatched, you'll receive a tracking email. Tracking may take up to 48 hours to become active.

My tracking says delivered, but I haven't received my order.

Please contact us as soon as possible with your order number so we can assist you.

My order is delayed. What should I do?

If your order has not arrived within 30 days of dispatch, please contact our support team for assistance.

Returns & Refunds

What is your return policy?

We offer a 30-day return policy from the date your order is delivered.

What items can be returned?

Items must be:

  • Unused and unwashed
  • In original condition
  • Returned with original packaging, tags, and accessories
  • Accompanied by proof of purchase

Do I need approval before returning an item?

Yes. All returns must be approved by our support team before being shipped back.

Are there any items that cannot be returned?

Yes. We cannot accept:

  • Used or damaged items
  • Items missing packaging or accessories
  • Unauthorized returns
  • Products marked as non-returnable for hygiene or safety reasons

Who pays for return shipping?

Change of Mind Returns: Customer pays return shipping.

Defective, Damaged, or Incorrect Items: We provide a prepaid return label or reimburse reasonable return shipping costs.

How long does it take to receive a refund?

Approved refunds are issued within 5–7 business days after the returned item has been inspected.

How will I receive my refund?

Refunds are issued to your original payment method.

Do you charge restocking fees?

No. We do not charge any restocking fees.

Can I exchange an item?

Exchanges are available only for defective or incorrect items and must be requested within 14 days of delivery, subject to stock availability.

Product Information

Are your product descriptions accurate?

We strive to provide accurate product descriptions, sizing information, and images. However, slight variations may occur.

Are you affiliated with other fashion brands?

No. AuraLoom Official does not claim affiliation, authorization, or endorsement from third-party fashion brands unless specifically stated.

Privacy & Security

Do you sell my personal information?

No. We do not sell, rent, or trade your personal information.

How do you use my information?

We use personal information to:

  • Process orders
  • Provide customer support
  • Send order updates
  • Improve our services
  • Meet legal obligations

What privacy rights do I have?

Under UK GDPR, you have the right to:

  • Access your personal data
  • Correct inaccurate information
  • Request deletion
  • Restrict processing
  • Object to certain processing
  • Withdraw consent where applicable

How do I submit a privacy request?

Contact us at support@auraloomofficial.com. Identity verification may be required.

Cookies

Do you use cookies?

Yes. We use cookies to improve website functionality, analyze traffic, and enhance your shopping experience.

Can I disable cookies?

Yes. You can manage or disable cookies through your browser settings, although some website features may not function properly.

Customer Support

How can I contact you?

Email: support@auraloomofficial.com
Phone: +44 7466 044987

What are your customer service hours?

Monday – Friday: 9:00 AM – 9:00 PM (GMT/BST)
Saturday & Sunday: Closed

How quickly do you respond?

We aim to respond to routine inquiries within 24 hours.