Orders

We do our best to ensure that your order is shipped within 48 hours of purchase, please note that there may be exceptional circumstances where it may take an additional day to process and dispatch your order. These situations could be due to high demand, public holidays, or unforeseen logistical challenges.
We value your trust in our brand and appreciate your patience and understanding in cases when additional time is needed to process your order. We assure you that our dedicated team will do everything within their power to minimize any delays and get your order to you as quickly as possible.

We will send confirmation details, including all tracking information, as soon as it’s shipped.

Unfortunately, we are sorry to inform you that we do not ship to the below countries:

• Crimea Region (Russia or Ukrainian zip codes between 95000 and 98690)
• Democratic Republic of Congo,
• Iran
• Iraq
• Libya
• North Korea
• Russian Federation, Somalia

We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:

- Changing the item or size, delivery /billing address
- Adding items to your order 
- Shipping method

Email us on: connect@airamatelier.com

In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:  

- Your order number
- The name of the item you receives in its place
- The name of the item you did not receive
- A clear photograph of the item you have received, including logo

Email us on: connect@airamatelier.com

ALL CLAIMS FOR ORDERS ARRIVING WITH AN INCORRECT ITEM MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.

If you have received what you believe to be a faulty item, please provide following information so we can look into this for you:

- Order number
- A description of the fault
- Pictures of the fault

Email us on: connect@airamatelier.com

The missing item(s) may have gone out of stock. Please check your emails, including your junk mail, to see if we have contacted you about this.

If not, please provide following information so we can look into this for you:

- Order number
- Details of the missing item(s)
- Any invoice associated with the order

Email us on: connect@airamatelier.com

Please check your emails, including your junk mail, to see if we have contacted you about this. 

If not, please provide following information so we can look into this for you:

- Email Address
- Your name
- Contact number
- The last four digits of the card number that was used to place the order

Email us on: connect@airamatelier.com

If your order has not arrived, please check your tracking details which you can find in your shipping confirmation email. It may be that no one was home when a delivery attempt was made, so the courier will attempt to re-deliver this to you on the following working day.

If you're unable to locate the package, email us on: connect@airamatelier.com

We are so sorry that you have been sent the wrong information.

Please provide your order number so we can look into this for you. 

Email us on: connect@airamatelier.com

If your parcel has arrived to you in a damaged state, please provide following information so we can look into this for you:

- Order number
- Pictures of the damaged parcel
- A description of the damage

Please note that our Customer Care team is not able to cancel or amend your order for you and we apologize for any inconvenience caused.

Log into your account through our online store, check out the fulfilment status against your order. If the order has been fulfilled, click onto the order information & you can find your tracking information here. 

As soon as your order has been fulfilled, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link on the email.

If you haven't received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched.

*Please note, tracking can take around 24-48 hours to update after dispatch.