FAQs

Below you'll find answers to the most common questions about ordering, shipping, returns, payments, and more. If you can't find what you're looking for, please contact us at support@aetholux.com.

Ordering and Payments

What payment methods do you accept?
We accept Visa, MasterCard, American Express, Apple Pay, Google Pay, and Shop Pay. All payments are processed in British Pounds (GBP / £).

Is it safe to enter my payment details on your site?
Yes. We use SSL encrypted checkout and trusted third-party payment providers, and we do not store your card details on our servers.

Are there any additional fees at checkout?
No. The price shown on the product page is the final price, and we offer free shipping on all UK orders.

Shipping and Delivery

Do you ship across the United Kingdom?
Yes, we ship to addresses across England, Scotland, Wales, and Northern Ireland.

Is shipping really free?
Yes, we offer free shipping on all UK orders with no additional charges at checkout.

How long will my order take to arrive?
Handling takes 3-5 business days and transit takes 5-10 business days, for an estimated delivery time of 8-15 business days.

Which courier will deliver my order?
Your order may be delivered by Royal Mail, DPD, DHL, or Evri/Hermes. Your shipping confirmation email will confirm which one.

How can I track my order?
You'll receive a shipping confirmation email with your tracking number, courier name, and a direct tracking link.

What happens if my delivery is delayed?
Delays can occasionally happen due to factors outside our control. If your order hasn't arrived on time, contact us at support@aetholux.com with your order number.

What if my order arrives lost, damaged, or incorrect?
Email us at support@aetholux.com with your order number and photos, and we'll arrange a replacement or full refund.

Returns and Refunds

What is your return policy?
You can request a return within 30 days of delivery, as long as the item meets our return eligibility conditions.

What conditions must my item meet to be eligible for a return?
The item must be new, unused, undamaged, in its original packaging, with all labels and accessories included, along with proof of purchase.

Are there items that cannot be returned?
Custom-made or bespoke items, gift cards, and items altered or damaged by the customer cannot be returned unless they arrive damaged or not as described.

How do I start a return?
Email support@aetholux.com with your order number, reason for return, photos if applicable, and your delivery address.

Who pays for return shipping?
We cover return shipping if the item arrived damaged, defective, or incorrect. For change-of-mind returns, the customer covers return shipping. We do not charge restocking fees.

How long does it take to receive my refund?
We review returns within 2 business days of receipt, and approved refunds are processed within 10 business days to your original payment method.

Can I exchange an item instead of returning it?
Yes, contact support@aetholux.com with your order number and the item you'd like instead, subject to availability.

Can I cancel or change my order?
Contact us within 24 hours to cancel or change your order. We'll cancel it for a full refund if it hasn't been dispatched yet; once shipped, it can be returned under our standard returns process.

Privacy and Your Data

What personal information do you collect?
We may collect your contact details, payment information, account details, order information, and website usage data.

Do you store my card details?
No. Payments are processed securely through third-party providers, and we do not store your full card details.

What rights do I have over my personal data?
You can request access to, correction of, or deletion of your personal data, and withdraw consent at any time by contacting support@aetholux.com.