Need help? Call customer services on +39 345 228 57 22 (Monday to Friday from 9:00 to 18:00 - GTM+1)
Email Customer Care
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Frequently Asked Questions
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 firstname.lastname@example.org
Please contact our customer care team at email@example.com by writing in the subject UNSUBSCRIBE if you wish to opt out from our newsletter.
Our office and warehouse is located in Milan, Italy.
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.
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
To make a return please see our Returns Conditions and a Step-by-step return guide here.
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.