FAQs
Orders
Q1: How do I place an order?
Simply browse our website at https://aililoft.com/, and use the "Add to Cart" button to add the desired items to your shopping basket. You can edit the "Quantity" field either on the product page or when the items are in your cart.
Q2: Can I add or change my order?
Unfortunately, once an order has been submitted and paid for, we are unable to make any changes. However, if you email us at [email protected], we may be able to cancel your order so that you can repurchase the desired items/quantities. Please note that if your order has already been processed and shipped, we may not be able to assist further.
Q3: Can I cancel my order?
You can cancel your order before the goods are dispatched. You can do this by logging into your account and going to the order page. If you need assistance, you can click the "Support" button on the page to contact us online, or you can email us at [email protected].
Q4: The address on my order is incorrect. What should I do?
Our system generates shipping labels based on the address provided by the customer at checkout. If you just placed your order and noticed an incorrect address, please contact us immediately at [email protected] or click the "Support" button on the page and provide the correct shipping address. We will do our best to update it as soon as possible.
However, if your order has already been processed and sent to the wrong address, we regret that we cannot intercept it. In this case, you may need to arrange for retrieval from the incorrect address or wait for it to be returned to us as the sender. Please note that we are not responsible for orders sent to incorrect addresses after processing. We strongly recommend that you carefully check your shipping details before completing your order to ensure accurate delivery. If you need the order to be resent, you will need to pay for the shipping costs again.
Q5: Can I receive an invoice when I place my order?
You can request a VAT invoice via email. As many of our orders are purchased as gifts, we do not include any invoices in the packages to reduce paper usage.
Q6: There is a problem with my order. Can you help?
Of course! If there are any issues with your order, please contact us at [email protected], and our friendly customer service team will assist you.
Delivery
Q1: How long will it take for my order to arrive?
All express orders placed before 2 PM are processed on the same business day, and standard orders are processed within 1 business day. Our warehouse is closed on weekends, so any orders placed on Friday will not be shipped until the following week.
Please refer to our delivery table for prices and estimated delivery times.
Q2: Where do you deliver to?
We currently ship to the following countries/regions. The shipping costs for our international mailing service vary depending on the country/region, order size, and weight.
- UK: All postal codes.
- Europe: Albania, Andorra, Austria, Azerbaijan, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, Vatican.
- North America: Bahamas, Canada, Greenland, United States.
- South America: Argentina, Colombia.
- Asia: Bahrain, Brunei, China, Cyprus, Hong Kong, Indonesia, Israel, Japan, Kuwait, Macau, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, United Arab Emirates, Vietnam.
- Oceania: Australia, New Zealand.
Q3: Can I ship my order to an address different from the billing address?
Yes, you can request a different shipping address during checkout.
Q4: Can I track my order?
Yes, all our delivery services include a tracking number, which is available shortly after the shipment is made.
Q5: My tracking information doesn't seem to be working.
Please refer to our recommended delivery times. Even if you have received a tracking number, it does not necessarily mean the package has been shipped. It may take a short time for the tracking and tracing portal to update after your package has been dispatched.
Returns
Q1:I've changed my mind. How can I return an item that I've ordered?
If you would like to return an item, please get in touch via email at [email protected]. You will be responsible for the shipping charges incurred for returning an unwanted item to us. Please also refer to our detailed Returns Policy.
Q2: What should I do if the item is defective or unusable?
If you receive an item that is defective or unusable, please contact us as soon as possible. You can log into your account, go to the order page, and click the "Support" button to contact us online, or you can email us at [email protected]. We will assist you with a return, exchange, or other solutions to ensure your satisfaction.
If the answer you're looking for is not in our FAQ, please email us or click the "Support" button to contact us online.