Frequently Asked Questions
Quick answers about sizing, shipping, returns and who we are. Can't find what you need? Email contact@marcoauroro.com.
Sizing and care · Shipping and delivery · Returns, refunds and guarantee · About Marco Auroro · Fraud prevention · Contact
Sizing and care
How do I choose my size?
Use the size chart on each product page. If you are between sizes, we recommend the larger one.
Can I exchange for a different size?
Yes. Start a return within 30 days and place a new order for the size you want, so your new pair does not wait on the return. See our Refund Policy.
What are the shoes made for?
Marco Auroro shoes are made for movement: workouts, walking and everyday wear. Check each product page for the specifications of that model.
How do I clean my shoes?
Wipe them with a damp cloth and mild soap and let them air dry. Do not machine-wash or tumble-dry them.
Shipping and delivery
How long does delivery take?
Orders are processed in 1 to 2 business days. Delivery takes 7 to 12 business days in total from the day you order, including processing, with tracking.
Is shipping free?
Yes, shipping is free on all orders.
Where do you ship?
We ship to the United States, Canada, the United Kingdom and Australia.
How do I track my order?
Once your order ships, we email you a tracking number. You can also use our Track Your Order page.
Why did my items arrive in separate packages?
Items in one order can ship separately. You are not charged extra for this, and each package has its own tracking.
Will I pay customs or import duties?
Some countries charge import duties or taxes at customs. If they apply, they are the buyer's responsibility.
My tracking has not updated. What do I do?
If tracking has not updated for 7 days, or your package is lost or damaged, email contact@marcoauroro.com with your order number and we will send a replacement or a refund.
Returns, refunds and guarantee
What is your return policy?
You have 30 days from the day your order arrives to request a return or a refund. Shoes must be unworn outdoors, clean, and in their original box. Try them on indoors so they stay eligible.
What if my pair is damaged, defective or wrong?
Email photos to contact@marcoauroro.com within 30 days of delivery. We send a replacement or a full refund, and you do not pay return shipping.
Who pays for return shipping?
For a wrong size or a change of mind, the customer pays return shipping and the original shipping fee is not refunded. For damaged, defective or incorrect items, we cover it.
How long do refunds take?
After we receive and inspect your return, we issue the refund to your original payment method within 7 business days. Your bank can take extra days to show it.
Can I cancel my order?
Yes, if it has not shipped. Contact us as soon as possible and we cancel it and refund you in full.
Is there a quality guarantee?
Yes. If a pair has a manufacturing defect, such as a sole that separates, stitching that opens or a broken lace eyelet, within 90 days of delivery, we replace it or refund it. It does not cover normal wear and tear or damage from misuse. Details on our Quality Guarantee page.
About Marco Auroro
Who is behind Marco Auroro?
Marco Auroro is an online business registered in Brazil, operated by Maicon Jhonn Sousa De Oliveira (CNPJ 42.725.997/0001-97), headquartered at Rua Icatu, 950, São José dos Campos, São Paulo, SP, 12237-010, Brazil.
Who makes and ships the shoes?
Our products are prepared and shipped by our production partners in Asia, with tracking to your door.
Do you have a physical store?
No. Marco Auroro is an online store. You can order from anywhere we ship.
Do you take bulk or team orders?
Yes. Email contact@marcoauroro.com with the models, sizes and quantities you need and we reply within 1 business day.
How can I contact customer support?
Email contact@marcoauroro.com. We reply within 1 business day.
Fraud prevention
To protect our customers and our store, we may cancel and fully refund any order we reasonably suspect to be fraudulent.
Contact
Marco Auroro is a trade name of Maicon Jhonn Sousa De Oliveira · CNPJ 42.725.997/0001-97
Rua Icatu, 950, São José dos Campos, SP, 12237-010, Brazil
Email: contact@marcoauroro.com
Customer service hours: Monday to Friday, 9 AM to 6 PM (BRT / UTC-3).