Frequently asked questions

SIZE & FIT

What size should I order?

In terms of size our products are the same as most well-known sportswear brands on the market, so in general you should choose your regular size. However, since no two bodies are alike, we strongly recommend that you look at our size guide and don’t hesitate to email us if you are still feeling unsure!

Where can I find the measurements of the clothes?

If available, you will find the measurements under “Details” on the product page.

ORDERING & ACCOUNT

Do I need to set up an account to order something?

No, you don’t. It is fully possible to order as a guest!

I have not received an order confirmation?

Sometimes it can take up to an hour before it is delivered but make sure to check the spam folder. If it doesn’t appear, you can contact us at contact@aurm.com.

Has my order shipped from you?

You will receive a delivery confirmation when we have shipped your order.

I have a discount code, how do I use it?

Please enter the discount code at checkout before completing your order.

How do I cancel or change my order?

If your order has not yet been handled by our warehouse, we can cancel it, so try contacting our customer service. Unfortunately, we cannot change your order in any way and therefore ask you to check the product and quantity carefully.

I added an incorrect delivery address, how do I change it?

Always double-check the delivery address before completing an order. If you have accidentally entered the wrong address, please contact us as soon as possible at contact@aurm.com.

What do I do if I have forgotten my password?

Click on ”Forgot your password? ” and fill in your email. Soon after you will receive an email answer with which you can reset your password. If you don’t find it, it may have ended up in the spam folder.

Where are the orders sent from?

AUR.M is currently shipping its orders from a warehouse in western Sweden.

PAYMENT & KLARNA

What payment methods do you accept?

In collaboration with Klarna, we offer two payment options, Pay now (card payment or bank transfer) and Pay later. Available payment options depends on your location.

Is it safe to use my credit card at AUR.M?

Your personal online security is very important to us. All transactions take place via Klarna, who is PCI-certified according to PCI DSS at the highest level. The transmission of information is also encrypted with Secure Socket Layers (SSL), an industry standard designed to protect online transactions with customers. AUR.M never handles customers’ card information.

In which currency will my purchase be made?

If you are shopping anywhere outside of Sweden, please make sure you are shopping at our global site – aurm.com in Euro (€).

Why was my credit/debit card declined at checkout?

If your order attempt was declined, this can often be due to your bank. We suggest that you contact your bank or card-issuing company to ask if they have any kind of block on your card. If you still receive error messages, please contact our customer service at contact@aurm.com and we will do our best to assist you.

Accordion Panel

Log in to your Klarna account, go to the relevant purchase and click on “Report return”. Then your invoice is paused automatically so that you don’t have to pay while the return is made. We’ll send an email when the return is processed and the invoice is updated/credited.

I have not received an invoice?

Email your order number to contact@aurm.com and we will take a closer look at what went wrong.

Why have I been charged even though my order did not go through?

If your order attempt failed for any reason, the bank statement may show a reservation of the amount even though the money has not been deducted from your account. This reservation is released after a few banking days.

SHIPPING & DELIVERY

Where is my order?

As soon as your order is shipped, you will receive an email confirmation with delivery information. If you can’t find it, kindly email us your order number to contact@aurm.com, and we will help you.

How long does it take for my order to be delivered?

Delivery time is usually between 2-12 days for international orders, depending on which shipping method you choose. Please note that the time before the order has left the warehouse is not included, which is normally 1 day.

My delivery time has passed, but I still haven’t received my order?

We understand your concern. Do not hesitate to contact us if the package is missing after the estimated delivery time. If the package is stated as delivered even though you did not receive it, something is wrong. Please check if a neighbor or family member has received the package and try to contact the courier. Email us at contact@aurm.com if you need further help.

Where does AUR.M deliver?

We currently deliver to Sweden, the EU+EEA EFTA, Norway and the U.S. 😊.

Is the package delivered home or to a parcel shop?

It depends on the shipping option you choose. Information about each shipping option can be found under “Shipping & Delivery” at the bottom of the webshop.

How much duty and tax do I have to pay?

All prices include Swedish VAT and are paid in Euro €. There are no customs duties to be paid when buying within the EU. For deliveries to Norway, please note that customs and other administrative costs are included in your shipping cost. If you shop elsewhere outside the EU, please note that your local Customs Authority may impose additional VAT, customs charges and other levies on the prices at the time of import.

What is the shipping cost?

It depends on which shipping option you choose. Information on each shipping option can be found under “Shipping & Delivery” at the bottom of the webshop. At the checkout you will be offered different shipping options depending on your location and the shipping cost will also be specified in the order summary before you submit your order.

EXCHANGES & RETURNS

How do I return or exchange a product?

Information about returns and exchanges can be found under “Exchanges & Returns” at the bottom of the webshop.

Do you offer free returns?

Unfortunately, we currently do not offer free returns. Our return cost is €10, but if you don’t want to use our prepaid return label, you are free to use your own shipping method. We recommend using a traceable and insured return service. Please do not forget to enclose a filled-out return form. Our address is:

AUR.M AB C/O Expresspack Sweden AB

504 64

Borås

Sweden

Have you received my return yet?

As soon as we have received and processed your return, we will send you an email confirmation. It can take up to 14 days to process your return, we appreciate your patience.

When do I get my refund?

After we have processed your return and sent you an email confirmation, it may take 3-5 banking days before you can see the refund back on your account, depending on your bank/credit card/form of payment. Please contact Klarna’s customer service if you have not received an updated invoice.

There was no return label in my package. What do I do?

No problem, contact us at contact@aurm.com and we will email you a new one!

Will I be refunded for the full amount of my order?

If you make a return, we will refund you the value of the returned products but not the original shipping cost.

I have received a defective product. What do I do?

That is very unfortunate! Please describe the error thoroughly and send clear pictures of the defect(s) to our customer service as soon as possible. If you find stains on the garment upon delivery, it is extra important that you contact customer service immediately, as we do not refund returned goods with stains from make-up or the like.

My order is missing one or several products. What do I do?

Email us at contact@aurm.com and include your order number, we will make sure to take care of this.

I received a gift with my promotional purchase but want to return everything. Can I keep the gift?

As the gift was part of a promotional purchase you will need to return that as well, unfortunately. If you’d like to keep it, we will send an invoice corresponding to the value of the gift.

How do I complain about a product?

Before sending anything back to us, you should email contact@aurm.com with as much information as possible, including your order number and clear pictures of the defect(s). If the complaint is approved, we will replace the defective product unless it can be repaired, and if it’s out of stock we will refund the product cost.

CUSTOMER SERVICE & COLLABORATIONS

How do I receive the latest information from AUR.M?

Subscribe to our newsletter to take advantage of exclusive offers, info on upcoming releases, training tips and a lot more!

How do I contact customer service?

You can contact us at any time via email contact@aurm.com. If you have any thoughts about delivery time, what size to choose, styling tips or anything else you are very welcome to send us a message in our live chat found in the lower right corner of the web shop. We will answer you as best we can 😊.

When will a product be restocked?

We can’t say for sure, but you are more than welcome to send an inquiry about the desired product(s) to our email contact@aurm.com

I no longer want to receive AUR.M’s newsletter. How do I unsubscribe?

Simply end your subscription by clicking on “Unsubscribe here” at the bottom of the newsletter.

How fast will I receive a reply to my email inquiry?

Our goal is to answer all emails within 24 hours.

I really want to collaborate with you, how do I do it?

We are happy to hear that you want to work with us! Be sure to email collab@aurm.com and tell us a little about yourself and why you are interested in collaborating.

WEAR & CARE

How do I take care of my AUR.M product?

One of our main goals is to offer comfortable and high-quality products that last for a long time. But to keep them fresh it is important that you take care of your AUR.M products and follow the care instructions found on each garment.
Most of our garments contain elastane, which is a very durable material when washed and cared for properly. We always recommend the use of a laundry bag. All our products must be washed:

  •  Inside out
  •  In 30°C
  •  Without fabric softener

The reason why we do not recommend fabric softener is that residue left by the softener tend to disrupt the garments’ intended performance. In other words, the moisture-wicking ability of the sportswear can be weakened as the moisture won’t leave the surface of the material as easily, which means that they risk starting to smell. The fabric softener can also affect the garments’ elasticity and make them less durable.
After washing, they should always be hung up to dry (not in direct sunlight).

Do you have any garments that require extra care?

Our patterned products are digitally printed on white fabric, which is a durable type of print. But if subjected to excessive friction, they can roughen and make the white surface “shine through” slightly. But don’t worry, they still perform just the same!

Avoid rubbing the patterned products against barbells or touching Velcro and other coarser surfaces.