Ordering, order tracking and cancellation
Do I need to set up an account to place an order?
You can place an order without creating an account. However, if you register with us your address details will be saved for your next purchase.
How will I know if you’ve received my order and how can I track it?
Once you’ve placed your order, you will receive an order confirmation and tracking number by e-mail. The tracking number lets you check your delivery status at our partner, UPS and DHL.
Can I change, amend or cancel my order once it’s been placed?
Once you place an order, your purchase is immediately transferred to our warehousing system. So it’s unfortunately not possible to change, amend or cancel an order. If you need to return an item, please check our return guidelines.
Shipment, payment and delivery
Which countries does AEANCE ship to? What if my country is not on the list?
We currently ship to the following countries:
Australia, Austria, Belgium, Brazil, Canada, Denmark, France, Germany, Great Britain, Hongkong, India, Italy, Japan, Luxembourg, Netherlands, Monaco, Portugal, Singapore, South Africa, Spain, Sweden, Switzerland, Turkey, USA.
We are constantly expanding the list of countries we ship to. If your country is not yet on the list, check again soon.
What payment methods does AEANCE accept?
We generally accept payment by credit card (provider depending on the country) and PayPal.
Can I choose which currency I pay in?
All orders from Europe will be charged in euros, whereas non-European purchases will be charged in US dollars.
How long does delivery take? How much does it cost?
Your delivery will be shipped by our partners UPS and DHL. The table below provides an overview of all timings and costs.
|STANDARD SHIPPING||EXPRESS SHIPPING|
|Germany||1 - 2 working days||free||1 day, 12 pm||12 EUR|
|Austria||1 - 2 working days||free||1 working day||30 EUR|
|France||1 - 2 working days||free||1 working day||30 EUR|
|United Kingdom||2 - 3 working days||free||1 - 2 working days||30 EUR|
|Benelux||1 - 2 working days||free||1 working day||30 EUR|
|Italy||1 - 3 working days||free||1 - 2 working days||30 EUR|
|Monaco||2 working days||free||1 working day||30 EUR|
|Denmark||2 working days||free||1 - 2 working days||30 EUR|
|Portugal||3 - 4 working days||free||1 - 2 working days||30 EUR|
|Sweden||2 working days||free||1 - 2 working days||30 EUR|
|Spain||3 working days||free||1 - 2 working days||30 EUR|
|Switzerland||1 - 3 working days||free||1 - 2 working days||35 EUR|
|USA||-||-||1 - 2 working days||free|
|Turkey||-||-||1 - 2 working days||free|
|Canada||-||-||2 working days||free|
|Japan||-||-||2 - 3 working days||free|
|Hongkong||-||-||2 - 3 working days||free|
|Singapore||-||-||2 working days||free|
|Brazil||-||-||3 - 4 working days||free|
|Australia||-||-||3 - 4 working days||free|
|India||-||-||2 - 3 working days||free|
|South Africa||-||-||4 - 5 working days||free|
How much will I have to pay in tax and duties for non-European deliveries?
Outside of Germany, all destinations are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the final purchase price. All prices displayed on our website include sales taxes and customs duty (where applicable).
Do the billing address and shipping address have to be the same?
You may specify separate billing and shipping addresses; however, the two addresses must be within the same country.
Returns and defective goods
How do I return an item? How soon do I have to do this? Will I receive a full refund?
We accept returns on any purchase within 30 days. The offered right of return is preconditioned upon you having worn/tried on the merchandise only as you would have in a shop, and upon the merchandise being returned in full in its original condition, undamaged, and in its original packaging. Returned items will be refunded (including shipping costs).
In order to retrieve the return label, please contact our Customer Service at email@example.com stating your full name, which merchandise you want to return and the order No., which you can find on your order confirmation and invoice.
You can find more detailed information in paragraph 12 of our terms and conditions.
All returns must be sent to the following address:
There’s an item missing from my order, I’ve been sent the wrong items or an item is damaged. What should I do?
In these cases, please contact customer services at firstname.lastname@example.org, stating your full name and your order No., which you can find on your order confirmation and on your invoice.
You’ll find a size chart for every item on its product page, along with instructions for how to measure yourself to find the ideal size.
What materials do AEANCE use?
Sustainability and ecological awareness are inherently important to us. Consequently, we use natural fabrics as Merino Wool blends, as well as highest grade, responsibly produced synthetic fibres for our garments and focus on working with partners and materials that comply with strict ecological standards and certifications such as bluesign® or OEKO-TEX®.
Where are your materials sourced from? Where are your products made?
Our materials come from Italy, New Zealand and Switzerland, where we collaborate with schoeller® textiles. All our products are made in Portugal.
What kind of packaging will my goods be delivered in?
Sustainability and ecological awareness are important to us. Consequently, our packaging and paperwork are made from eco-friendly and recycled materials. In addition, all goods are securely packaged to avoid any damage during transit.
I’ve forgotten my password. What should I do?
If you need to reset your password, please take "Sign In" on the homepage and follow the instructions.
How can I subscribe to the AEANCE newsletter?
You can register for our newsletter on the homepage. You’ll be the first to know about our newest arrivals, upcoming collections, special offers and the latest news about AEANCE.
How is my personal information protected?
We place great importance on data privacy. For this reason, we strictly adhere to the statutory provisions of the General Data Protection Regulation (GDPR) when collecting, processing and using your personal data.
I have a different question. How can I contact customer services?
Our customer service team is available by email at email@example.com. Please state your order No. when inquiring about an order. You can find this on your order confirmation and on your invoice.