Customer service

Customer may use our customer service email order@aere-store.com for any inquiries regarding the product, fit, weight and any other information regarding the payment, shipping or return process.

Shipping information

Shipping process will start after the payment is confirmed. Aere store utilizes DHL Express for all types of domestic or international orders. Shipping process in Italy takes 1-3 business days and is free of charge, while the international shipping may take up to 5-7 business days from the moment of the order confirmation and is not free of charge. Customers are responsible for all costs associated with duties, taxes or customs where applicable. Customers are also responsible for fees associated with orders delivered to a wrong address so please be careful when entering delivery information.

Return Policy

In case of item damage or fitting issues, customer has the right to return the item (s) within 14 working days from its arrival to the customer. Customer will be charged for a return according to the country of delivery. The return will only be accepted in case of a perfect condition of the item – clean, not worn, not damaged, with all tags attached. Shoes will be accepted if returned in their original, undamaged box. Please, try the shoes on protected surface in order not to damage the sole. Underwear cannot be returned. All items, except for final sale, sold in EU are eligible for money return, exchange or store credit. All items sold outside EU are eligible for store credit only. Final sale items (40% or over) are not eligible for a return. All exchange items are based on stock availability.

Return guide step-by-step

  1. Contact our customer service by email: order@aere-store.com or by whatsapp 00 39 345 228 57 22 and provide your order number, your name and which of the ordered items you would like to return. Our manager will reply within 7 working hours and send you a return form to fill in.
  2. Fill in the form, giving your personal data and reason of return and send it back to the indicated email address.
  3. After receiving a return authorization, please ship the item with a courier of your choice to the following address: Dei Due Mondi, via Cesare Battisti 11, Milan 20122, Italy
  4. Once the item is received in our office, you will get a notification letter with the return process statement.

How can I get additional information on the products sold at Aeré Store?

Our customer care team is willing to provide you with any information you require (measurements, weight, shape etc.) as well as additional photos. For any inquiry regarding the products please contact us at order@aere-store.com

How can I remove my email from your mailing list?

Please contact our customer care team at order@aere-store.com by writing in the subject UNSUBSCRIBE if you wish to opt out from our newsletter.

Where do you ship from?

Our office and warehouse is located in Milan, Italy.

Is it safe to use my credit card at aere-store.com?

Aeré Store uses Paypal and Stripe payment gateways which are highly secure and do not reveal to us or any other third party your personal details. For more information please visit www.paypal.com or www.stripe.com

What do you do with the personal information I provide such as my name, contacts and credit card details?

We only use that information to complete your order, ship it and contact you in case of any issues that may occur during the order process. As for your card information, we do not receive it as Aeré store utilizes safe payment system where your credit card information is not revealed to anybody. We do not give any information to any outside organisation or third party.

How can I create an account and why should I do it?

You can easily create an account by clicking “Log in / Sign In” button in the right top corner.
Creating an account gives you the opportunity to save shipping address for your next purchases, to have a wishlist you can always come back at a later time and see the history of your orders etc.

Can I cancel my order once it has been placed?

It is possible to cancel or make changes in the order only before the shipment starts. Please contact our customer care team to enquire about your order status. We do not refund the shipping costs.

Can you ship two orders together?

Only in case both orders were made the same day, by the same person, with the same shipping and billing addresses and only after the written authorisation from the client.

How long it takes you to process the order?

Our office is open from 9:00 to 18:00 from Monday to Friday. Once we receive the order within the indicated above business hours, it might take up to 24 hours for the order to be despatched. Once the order has been placed, you will receive a confirmation email and later on, an email with a individual link to track your order delivery.

Is it possible to get assistance with order on the phone?

You may call our office to get assistance with order placement. Our working hours are: Monday to Friday from 9:00 to 18:00 (GTM+1) . Please, contact the number: +39 345 228 57 22

What courier do you use and where do you ship from?

All international orders are shipped with DHL International Express or TNT Express from our warehouse in Milan, Italy. All orders within Milan, Italy are delivered with Pony Express.

How long does it take for an order to arrive?

All orders with the delivery addresss in Milan, Italy are free of charge and will be shipped within 5 working hours. All domestic orders will be shipped within 2-5 days. All international orders will take from 2 up  to 7 business days from despatch.

On international orders, how much will I be charged for taxes and duties?

Customer clearance amounts are set by the customs of the country of destination. Aeré store has no control over these charges and cannot predict the exact amount. DHL or TNT services will contact you directly and request the payment, which usually is in bills upon arrival of the parcel.

What happens if DHL or TNT looses the parcel?

Aeré Store team will immediately proceed to the claim of the lost parcel and will update you on the status of your order as soon as we have any information. The item replacement or a refund will depend on the resolution from DHL.

How much does the delivery cost?

Shipping in Italy is free of charge. All international clients are charged according to the country of delivery. For more information, please, view the cart at the checkout.

How can I make a return?

To make a return please see our Returns Conditions and a Step-by-step return guide here.

Can I exchange the item if I wore it only once?

The return will only be accepted in case of a perfect marketable condition of the item – clean, not worn, not damaged, with all tags and hygiene strips (in case of swimwear) attached. Shoes will be accepted if returned in their original, undamaged box. Please try the shoes on protected surface in order not to damage the sole. Underwear cannot be returned.

The size of the ordered item is not right for me. I would like an exchange for smaller/bigger size. How can I be sure I will be able to exchange it?

All exchanges are based on our stock availability from the moment when you receive return authorisation.

FREE SHIPPING AND FREE RETURNS ON ALL EU & UK ORDERS OVER 250 EUR Dismiss

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