Help & Support FAQ's

Please read our Help & Support FAQ’s before you send us a message.

Contents

1. General
2. Orders
3. Payments
4. Shipments
5. Returns
6. Account

1. General

I have a question but I cannot find an answer for it in the FAQ's

Questions that cannot be answered through our Help & Support FAQ’s can be asked directly to us through our contact form on the contact page (this link can also be found in the footer of every page). Or send an e-mail directly to info@aero-wear.com.

How can I contact your customer service?

You can contact our customer service through our contact form on the contact page (this link can also be found in the footer of every page). Or send an e-mail directly to info@aero-wear.com.

Where can I find your terms & conditions?

Our terms & conditions can be found on the terms & conditions page (this link can also be found in the footer of every page).

Where can I find your privacy statement?

Our privacy statement can be found on our privacy statement page (this link can also be found in the footer of every page).

Do you have a size guide to help in finding the right clothing size to order?

Our size guide can be found on the size guide page (this link can also be found in the footer of every page). And on every product page you can find a black button with the text “Size guide” below each product description. If you press this button a pop-up will appear with the relevant size guide. Our measurements are in centimeters (cm) and the measurements can be taken by measuring the circumference or lengths at the indicated points.

I would like to become a retailler for your brand, what now?

Thank you for your interest in our brand! If you want to become a retailer of our products please contact us through our contact form on our contact page (this link can also be found in the footer of every page). Or send an e-mail directly to info@aero-wear.com. We will contact you afterwards to discuss what we can do for each other.

I would like to become a representative/ambassador for your brand, what now?

Great! Thank you for your interest. If you would like to become a representative/ambassador for our brand please contact us through our contact form on our contact page (this link can also be found in the footer of every page). Or send an e-mail directly to info@aero-wear.com. We will contact you afterwards to see if we can find a match.

2. Orders

What can I order?

You can only order the items that are available through our web shop. If an article cannot be found through our web shop than it means that it is no longer in stock.

How do I know which size I need to order?

Our size guide will help you find your right size. Our size guide can be found on the size guide page (this link can also be found in the footer of every page). And on every product page you can find a black button with the text “Size guide” below each product description. If you press this button a pop-up will appear with the relevant size guide. Our measurements are in centimeters (cm) and the measurements can be taken by measuring the circumference or lengths at the indicated points.

How do I place an order?

Once you have found a product that you would like to purchase, you can put the item in your shopping cart by pressing the red “add to cart” button on the product page (after selecting the article options size etc). You will find your item in your cart. The cart can be found at the top right of your screen.

You will enter your cart page by pressing the shopping cart icon at the top right of the screen. Here you can check if your order is ok and you can activate any coupon codes you might have. Press on the red “proceed to checkout” button to go to the checkout page.

On your checkout page you can check your shipment address and your invoice address, and you can pick your preferred payment method. After checking the terms & conditions checkbox to accept our terms & conditions you will be able to pay your order through your preferred payment method by pressing the red “place order” button.

Can I place an order as a guest?

Yes that is possible. Make sure the box with make an account is unchecked on the checkout page. Do note that tracking your orders will not be possible through our web shop if you do not have an account.

Can I enter a different shipment address than my invoice address?

Yes that is possible. Make sure to check the “Ship to a different address?” checkbox on the checkout page, and fill in your preferred shipment address details.

How will I know if my order has been received?

Once you have placed an order you will receive a confirmation e-mail from to confirm that we have successfully received your order (be aware that this e-mail can end up in your spam box). If you have not received a confirmation e-mail please contact us. It can be possible that a wrong e-mail address was submitted. If you have an account with us it is possible to review your orders on your account page.

How can I track of my order?

If you have an account with us you can find the status of your order on your account page in your “Orders” section. If the status of your order is on complete, you will receive an e-mail from us with your tracking code.

Can I change my order?

The products you have in your shopping cart can be removed, changed, or you can add products. However if you have finalized your ordering process and the order has been made, you will not be able to change your order. When you have received your order you can return any products you do not want if they fall within our returns policy. You can find our return policy on our returns page (this link can also be found in the footer of every page).

Can I cancel my order?

If you want to cancel your order be sure to contact our customer service as quickly as possible. Maybe then we can still do something for you. You can contact our customer service through our contact form on the contact page (this link can also be found in the footer of every page). Or send an e-mail directly to info@aero-wear.com. At least mention your order number. If your order has not been fully processed yet we might be able to cancel it for you. If it has been processed there is nothing we can do for you.

My order was cancelled, but I did not request that myself?

This is a possible scenario if an item was ordered that was not in stock anymore. If this is the case we will contact you by e-mail. Or maybe you have alrady received an e-mail from us? Please check your e-mail (including your spam box) to check if you received an e-mail about the cancellation.

A different scenario is that your payment didn’t come through. This can happen and it is nothing personal. Please check if your payment details are in order for the payment method you had picked and please retry your order.

3. Payments

Which currency do you use?

We operate primarily from The Netherlands and use the Euro (€) as currency.

Which payment methods can I use?

We accept the following payment methods:

  • iDeal
  • Creditcard (Visa, Mastercard)
  • Paypal
  • Bancontact / Mister Cash
  • SOFORT Banking
Is there an order limit?
There is only an order limit for credit card payments. The limit for this is set at a €1.000,- Euro per order. For the other payment methods there are no restrictions set up from our side.
Is my online payment secured?

We make us of SSL (Secure Socket Layer) encryption like most other web shops to protect personal data that is being shared through the internet.

How do I pay with iDeal?

You can immediately use iDEAL if you have internet banking with ABN AMRO, bunq, ING, Knab, Rabobank, or Volksbank (SNS, ASN Bank and Regiobank), Triodos Bank or Van Lanschot Bankiers. With iDEAL you can pay safely, secure and easily online. You do your checking-out in the internet banking environment of your own bank. iDEAL offers a few advantages compared to other online payment methods:

  • iDEAL is paying through internet banking, so it is safe and secured.
  • Paying with iDEAL can be done immediately, you do not need to register, download files or need to make an account.
  • iDEAL easy and quick in use, all payment details are filled in for you and you are immediately informed if the payment was successful.
  • You always have control on and insight in your payment, the iDEAL payment is immediately visible on your bank account.

Do you not yet have access to internet banking with the participating banks? Than please contact your bank to discuss the possibilities.

How do I pay with Credit card?

Paying with credit card is an easy process. The only thing you need to do is to fill in your card data (creditcard umber, name, expiration date of the card, CVC-code and in some cases a 3D password) and authorize the payment. The amount will then be immediately transferred to us.

How do I pay with PayPal?

If you choose to pay with PayPal you will be redirected to the PayPal-payment page where you must log in to your PayPal account. Here you will find the payment options you have connected to your PayPal account and you can choose with which option you want to perform and confirm the payment. We will then receive the amount on our PayPal account.

Do I receive an invoice, and how?

You will receive a copy of your invoice by e-mail with every order that has been completed. If you have an count with us, you will also be able to download a copy of your invoice from your account page.

How do I use a coupon code?

We offer coupon codes through different means like ads, promotional events, promotional e-mails and during trade events. These coupon codes can be submitted in the “coupon code” field on your cart page and activated by pressing “Apply coupon”. The following applies to coupon codes:

  • Coupon codes cannot be combined and are not valid in combination with other promotions or sale items.
  • A coupon code is not valid for items that are on sale.
  • Coupon codes cannot be applied to already placed orders.
  • The validity of coupon codes (and in some cases the corresponding promotion it is connected to) will be indicated on or near the promotional item where the code is placed.
  • Coupon codes are not valid for shipment costs.
An item I just bought is now on sale. Can I receive the price difference?

As an online web shop we do change prices incidentally. For example when items go on sale. We can therefore not pay you back any price differences you may occur due to this. We hope you can understand.

An item that was just on sale is now higher priced again. Can I still get the item for the sale price?

As an online web shop we do indicate how long a sale lasts. When this period has passed items can be restored to their former price. After that it is no longer possible to get the items for the sale price. We advice you to purchase the product for the current price before it runs out of stock, or to wait for the next sale.

4. Shipments

What are the shipment costs?

Shipment costs can vary and are dependent on the total value of your order and your shipment address. On the check-out page you can see your shipment costs before you pay and place your order

How quick will I receive my shipment?

Arrival of your shipment can be anywhere between 1 to 5 working days and is dependent on the desired shipment method and period of the year. For example in December it can be that shipments get delayed due to the amount of packages shipped in the holiday season. We try our best to get your package to you as soon as possible within 48 hours.

Where can I receive my shipment?

Your shipment will be send to your provided shipment address.

From where will my shipment be send?

Shipments are sand by DHL from Groningen in The Netherland.

What does it mean if my order status is on complete?

That means that your order has been processed from our side and is on its way to you. The shipment company will send you a track & trace number so you can keep track of where your shipment is.

How can I track my shipment?

As soon as your order is processed we will send your package to you with our shipment company. The shipment company will send you a track & trace number so you can keep track of where your shipment is. If you have an account with us you will also be able to find this track & trace code on your orders page.

My package is marked as delivered, but I have not received anything?

If your package is marked as delivered please check with your neighbors. Maybe the package was delivered with them. Most likely the shipment company has left a note in your mailbox telling where they have delivered your package.

If your package was delivered at a more public location like for example a work environment. than maybe it was handed to a co-worker.

At least keep a period of 24 hours in check before assuming the package got lost in the mail. If your package still has not surfaced after this period, then please do contact us via our customer service at: info@aero-wear.com. At least mention your situation and order number. We can then open an investigation with the shipment company and try our best to help you.

What can I do if a product is missing from my order?

Sorry that an item was missing from your order. We always strive to deliver your order to you fast and complete. If this was not the case then please do contact us via our customer service at: info@aero-wear.com. Claims for missing items must be submitted before 14 days after receiving the shipment. At least mention the following in your e-mail to us:

  • your situation,
  • order number,
  • name, color and size of the product you did not receive,
  • upload a copy of your packing slip.

We will contact you for the follow-up steps and we will do our best to help you.

Do note: it can be that an items was not in stock anymore. If this is the case we should have send you an e-mail about this before the package was send. Please check your e-mail for this message (please also check your spam box).

I submitted the wrong shipping address, what now?

Please contact us as fast as possible through our customer service e-mail at: info@aero-wear.com. At least mention the following:

  • your situation,
  • order number,
  • the correct shipping address,

If the package has not been send yet we will be able to change the shipping address. If the package has already been send then we cannot guarantee that the address can be corrected. If it can be corrected it can be that the shipment gets delayed. We will in each case do our utmost best to get the package to the right address.

5. Returns

Is there a warranty on my ordered products?

Yes there is. Aero wear guarantees all products we offer. We stand for the fact that our items must meet an expected quality for you. If there is a problem or defect in a product(s) then feel free to contact us via our contact form on the contact page (this link can also be found in the footer of each page). Or send an e-mail directly to info@aero-wear.com.

I would like to return an item, what now?

Returning products is possible in most cased. But please do read our return policy carefully to be aware of what can and what cannot be returned, and to properly go through the return process. Do note: a few important guidelines for if you want to return something are:

  • A return must be made known within 14 days after receiving you package.
  • Return costs are for you as the customer.
  • All items returned must be in mint condition, unused, unwashed and in the original packaging with all labels and tags intact.
  • Make and include a return form by going to our return form page here. Be sure to follow the instructions and include the form with the return package.
  • Be sure to include the original packing slip with the return package.

Be sure to check our returns policy page for all the other guidelines (this link can also be found in the footer of every page). Carefully read through the policy to prevent any misunderstandings and prevent any disappointment when wanting to return an item and to successfully perform the return procedure. If you have any questions after reading our returns policy please contact our customer service through our contact form on the contact page (this link can also be found in the footer of every page). Or send an e-mail directly to info@aero-wear.com.

What are my options when I want to return something?

This depends on the item you want to return, where you purchased the item and if you purchased it through our web shop when on sale. Please read our returns policy page to find out everything about your options (this link can also be found in the footer of every page). If you have any questions after reading our returns policy please contact our customer service through our contact form on the contact page (this link can also be found in the footer of every page). Or send an e-mail directly to info@aero-wear.com.

Can I exchange my item for a different size or color?

Yes of course. You can change your product for a different size or color if we have this item in stock and if the product you want the exchange falls within our return policy (this link can also be found in the footer of every page). Please be aware that if the items you want to exchange for runs out of stock during the return process we will be unable to deliver it to you. To prevent this disappointment we suggest to buy the desired product beforehand through our web shop and request a money back for the item you want to exchange if this possibility falls within our return policy.

Whereto do I send a return package?

Every return must be shipped to :

Aero wear B.V.
Hanzeplein 60
9713GW, Groningen
The Netherlands

Do I get a refund for my shipment costs?

In general shipment costs are not refunded. Shipment costs are only refunded if the total order is shipped back due to an error from our side or damage to products due to us.

Have you already received my return shipment?

Depending on which courier service you selected it can take up to 10 working days to receive and process your return packagge. As soon as we received and processed your return we will inform you by e-mail (also check your spambox). If you have not received any notice from us after 10 working days please do contact us. We will then help you to the best of our abilities to process your return.

Whereto do you perform the return payment?

Every money back request is done to the account from which the initial payment was performed. If this is impossible we will contact you for an alternative solution.

How long does it take before I receive a return payment?

In general you should receive your money back withing 2 weeks (on the account you used to perform the initial payment) after we confirm receiving your return package with an approval of a return payment.

What can I do if there is a production defect in the product I received?

We are sorry to hear that you received a defective product. Please contact us through our customer service via the email address: info@aero-wear.com to inform us about the defective product. We will do our utmost best to provide you with a new product. At least mention the following in your e-mail;

  • the defect,
  • the order number,
  • product name with color and size information of the defective product,
  • and upload photo’s in which we can clearly see the product and its defects.

If the package you received was already damaged, then please do include pictures of that as evidence when sending the e-mail to us. All claims for a damaged package must be submitted withing 14 days after receiving the package.

After we receive your message we will contact you for the follow-up steps and we will do our utmost best to resolve your case.

What can I do if I received the wrong product?

Our apologies if we have send you the wrong product. Please contact us through our customer service via the email address: info@aero-wear.com. Be sure to contact us within 14 days after receiving your package to inform us you have received the wrong product(s). Otherwise we will not be able to help you any further. At least mention the following in your e-mail to us:

  • your situation,
  • order number,
  • name, color and size of the product(s) received,
  • name, color and size of the product(s) you were supposed to received,
  • upload photo’s in which we can clearly see the product(s) received and we can confirm our mistake,
  • upload a scan of your packing slip.

After we receive your message we will contact you for the follow-up steps. If you want to exchange the product the condition of the product must be according to our return policy. Otherwise we will not be able to accept the product back. If for example the product(s) is/are used we will not be able to help you any further.

6. Account

How do I create an account?

Press the “register/login” button at the top right of the screen. This will bring you to the sign-up/login page. Follow the instructions to register. As an alternative option you can register for an account with your check-out details when on the check-out page.

How do I change my personal details?

Go to your account by pressing the “My account” button at the top right of the screen when you are logged in. This brings you to your account page, where you can change your details.

I am unable to log in, what now?

Please check if you entered the right credentials. The most common mistakes are a misspelled account name, password or incidentally using Caps lock. Please use the reset password option if this does not work.

I forgot my password, what now?

Choose the option to reset your password when on the log-in screen. Follow the instructions. After this you should receive an e-mail with instruction on how to reset your password. Please check your spam box as the e-mail can end up there.

How secure are my details?

We take utmost care to protect your personal details. We for example work with SSL site encryption. Also read our privacy statement page for more information on how we handle your personal details.