FAQs

Once your parcel has left our warehouse you will receive an e-mail with shipping information. Depending on the shipping alternative you have selected, the parcel will be delivered to your home address or to your nearest pickup point. Please note that the postal service can choose to deliver the parcel to the nearest pick-up point.

Track your parcel
The tracking number is required when tracking your parcel, it can be found in the shipping information e-mail.

Please note that parcels sent with Deutsche Post need to be registered at the logistic centre in Frankfurt before any further tracking information can be provided, which usually takes 2-3 days. This means that you do not have to worry if no information is showing the first days after your order has been sent.

An e-mail with an order confirmation will be sent to the e-mail address that was given when completing the order. If you have not received your order confirmation, please check your spam folder. Please note that it can take up to 24 hours before you receive the order confirmation.

If you haven't received a confirmation order within 24 hours please contact us

We apologize for the inconvenience! If you only received parts of your order, first compare what you received with what is on your order confirmation.  

If you have not received all your products or have received the wrong products, please contact us to let us know what products are missing.

We know that you need your products fast. As soon as you place an order we work on it!

Unfortunately, this means we will be unable to make any cancellation or adjustment as it is already being processed at the warehouse.

If something went wrong with your order you can always send the order back to us and we will process with your refund.

We know that you need your products fast. As soon as you place an order we work on it!

Unfortunately, this means we will be unable to make any cancellation or adjustment as it is already being processed at the warehouse.

If something went wrong with your order you can always send the order back to us and we will process with your refund.

We want to bring our products fast to you and ship them from several fulfillment centers around the globe.

To guarantee the fastest delivery as possible, we ship your parcel from one of the warehouses nearest to your location.

If you have any problem with the delivery please contact us and we will make it right for you.

We are really sorry that you received a damaged item!
Please contact us by sending an email, and we will make it right to you! 

Include in your email a photo of the damaged item and your order number or the email address you used when you placed the order.

We offer Free Shipping Internationally on all orders with no minimum quantity needed.

Our goal is always to have your order delivered as fast as possible.

Please note that the estimated delivery time is an estimate and that
the time may vary depending on external factors that AISELO and its shipping partner cannot control. These factors may include but are not limited to, extreme weather conditions, technical faults, customs delays, etc.

Please note that delivery times may be longer than usual during promotions. Packages are normally not transported during weekends and local holidays.

Your transaction and payment information is handled directly by our payment providers with secure encryption under strict banking standards.
Your credit card information is sent directly to the bank and cannot be read or seen by anyone other than your bank, not even by AISELO.

We accept major credit cards such as Visa, MasterCard, Maestro, American Express, local payment options like Bancontact and IDEAL or direct payments through PayPal, ApplePay, Google Pay or Shop Pay.

You can see available options when completing your order under the section called "select payment method".

If you have purchased products with a package offer such as "buy 2, get 2 free", all products needs be returned. It is not possible to return individual products as this is a package offer. 

When you make a purchase, you accept the price stated. Unfortunately, we cannot add discount codes to a purchase afterward. If you wish to place a new order with your discount code, this is of course possible. Please note, however, that we cannot cancel placed orders and that you must return your first order for the possibility of a refund.

The payment process includes multiple control steps to ensure maximized safety. If your payment was successful, you will receive an order confirmation email within 24
hours.

If you have not received your order confirmation, please check your junk mail. Have you still not received the email? Please contact us for further information.

Register to our newsletter and you will get news of product releases, offers and voucher codes. 

Add the products you would like to the basket, go to the checkout and click “I’ve got a discount code”. 

Add the voucher code you have received and click “verify” to get the discount. You will see the discount specified in the summary. 

Observe that the discount can only be applied on products with a regular price (not for products on sale). If the code you have received in the mail doesn't work, we recommend you go through the tips in our FAQs. AISELO does not work with any external voucher code sites so if you have found a code that doesn't work on another website other than ours, we ask you to contact this site directly.

When you make a purchase, you accept the price stated. Unfortunately, we cannot add discount codes to a purchase afterward. If you wish to place a new order with your discount code, this is of course possible. Please note, however, that we cannot cancel placed orders and that you must return your first order for the possibility of a refund.

We want you to be 100% satisfied with your Aiselo purchase. Items in new condition (unworn/unwashed) can be returned or exchanged within 30 days of delivery.  

Any items used or not in the original condition will be subject to a 20 % restocking fee. Please note that original shipping charges are non refundable. If we made a mistake or the item arrived defective, please contact us here and we’ll make things right.

To return or exchange an item please follow the steps below:

1. Include a copy of the packing slip or confirmation email from your order and note the new size or item desired. (We cannot guarantee all items and sizes will be in stock for exchanges.)

Mail your return to:

Aiselo
Attn: Returns/Exchanges
Rue du bon pasteur 53, 1140, Evere

If you would like a refund, please note that we will refund the paid price. If you received a promotional price, the discounted price will be refunded. If you used a discount code that required you to order for a certain amount, we reserve the right to deny you the discount code if the amount after returning your items is
lower than the one required. 

For purchases with package offers (example: 3 for the price of 2) the entire order must be returned for a refund.