RETURNS:
Not completely satisfied with your order? That can happen. You have 14 days to return your order. (The package must be received by us within 14 days of receipt. Otherwise, we will be forced to give you store credit).
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What are the return costs?:
Return costs are at your own expense! You can choose which postal service you use to send the package back. Make sure to send it to the address below:
Ailoo Boutique
Spilstraat 13
6211CN Maastricht
Netherlands
Always ensure that you send the return package with track & trace, and keep it until your return has been processed.
We do not pick up packages from parcel points!
If your package cannot be delivered to your home, it will be taken to a collection point. If you do not collect it there, we will unfortunately have to charge €5.95 (NL) for return shipping costs. Once the package is back with us, your order will be (partially) cancelled. This also applies if you refuse the package at the door. A different rate applies for Belgium and Germany.
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How long does it take for my return to be processed?
After receiving your return package, we will process your return within 5 business days. You will receive an email when we have received your package and your return request has been processed. After that, you will receive a refund via your chosen payment method.
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Can sale items be returned?
We always have MEGA SALES, meaning our items are sold with extremely high discounts. Therefore, it is NOT possible to return sale items. If you do return a sale item, you will receive a store credit code.
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What should I do if I received a damaged or broken item?
That's unfortunate to hear! Please send an email as soon as possible (the same day) to webshop.ailooboetiek@gmail.com with photos of the damaged item. After approval from our colleagues, you can return the damaged item. If we do not receive the package within 1 week after email contact, we unfortunately cannot assist you further.
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I received a wrong item, what can I do now?
Please contact our customer service by sending an email to webshop.ailooboetiek@gmail.com and we will make sure you receive the correct item.
Shipping and delivery:
1. What are the shipping costs?
We offer free shipping on orders over €100,- within the Netherlands. For orders below this amount, shipping costs are €5.95. We also ship to Belgium and Germany. For Belgium and Germany, shipping costs are €6.99, and for orders over €150,-, shipping is free.
2. How do I know when my order will be delivered?
As soon as your package has left our warehouse and has been registered with DHL, you will receive an email with your Track & Trace code.
3. I haven't received a Track & Trace code, what should I do now?
It's possible that the email with the Track & Trace code ended up in spam, or there was a mistake in the email address. Please contact our customer service, and we'll be happy to help you.
4. Picking up package in store:
You can also pick up your order in the store, which is completely free. When you receive an email, your package is ready for pickup! Please note, packages can only be picked up during store hours. Our store is open every day. Check our website for current opening hours.
If your package cannot be delivered, it will be taken to a collection point. If you do not collect it there, we will unfortunately have to charge €5.95 (NL) for return shipping costs. Once the package is back with us, your order will be (partially) cancelled. This also applies if you refuse the package at the door. A different rate applies for Belgium and Germany.
ORDERING:
1. I haven't received a confirmation email, now what?
It's possible that the email ended up in spam, or you made a mistake when entering your details. Please contact customer service to see what's going on; we'd be happy to help you resolve it! webshop.ailooboetiek@gmail.com
2. Can I change or cancel my order after placing it?
Unfortunately, that is not possible. After you place an order, an automatic process starts where your package is prepared for you as quickly as possible. This makes it impossible to cancel the order. If you still wish to cancel the order, you will need to go through the return process.
3. Can I change the delivery address after placing my order?
Unfortunately, this is not possible. As soon as you place an order with us, a shipping label is automatically generated. Unfortunately, we cannot make any changes to it. Therefore, always make sure to carefully check your details before placing your order. This is your own responsibility! We cannot be held liable for undelivered packages if the address is incorrect! The best thing to do is to contact the relevant postal service; you might still be able to provide an address change there.
Did you forget to fill in your house number and still want to receive your package? That's possible, but the shipping costs will be at your own expense.
4. How do I know which size to order?
For each item, we always state the size the model is wearing and how the item fits. We recommend using this information to choose the size you need. Would you still like some more advice? Feel free to contact our customer service, and we will be happy to help you further!
5. When is customer service available?
Customer service is available every workday (Monday to Thursday) during store hours. So every day from 10:00 AM to 3:00 PM. (excluding public holidays).
Send an email to webshop.ailooboetiek@gmail.com
6. Are items in my shopping cart or wish list reserved?
Unfortunately, items are not reserved, as we want to give everyone a fair chance to purchase an item.
CHECKOUT:
1. What are the different payment methods?
You can pay with the following payment methods:
-iDeal
-Credit card
- Bancontact/Mistercash
- Giropay
- Paypal
2. How can I use a discount code?
At checkout, there is a field where discount codes can be entered. All discount codes are written in capital letters. Don't forget to click "apply," otherwise the discount code will not be used. Discount codes are not valid on sale items unless otherwise stated.
Washing your clothes
We prioritize your long-term enjoyment of new clothing. We understand how much care you put into choosing your favorite garments and would like to help you maintain their beauty. Here, we share valuable advice to keep your purchases in top condition, so you can enjoy them for a long time.
TEMPERATURE:
For clothing that is not heavily soiled, we always recommend choosing a cold wash. A temperature of approximately 30 degrees Celsius is ideal to freshen up your clothes and remove most stains. If you have items with loose or large prints, or garments made with different fabrics, it is wise to wash them cold just to be safe.
FABRIC SOFTENER:
While fabric softener may smell appealing and make your clothes feel silky soft, it has detrimental effects on your clothing. It can fade prints and nullify the breathable effect of sportswear. This is because fabric softener leaves a film on your clothes, which can lead to pilling and color fading.
DRYER:
It is essential never to put your clothes in the dryer. Dryers are ideal for towels, but they can damage your clothes. Heat can cause printed and glued designs to detach, and there is a real risk of shrinkage and distortion of your clothing. Even clothing with stretch can lose its elasticity after drying, similar to an old rubber band that breaks and stretches out.
WASH LABELS:
In all our garments, you will find wash labels with symbols that provide important information about the correct washing instructions. It is important that you follow these washing instructions correctly. Here you will find the most common wash labels:
IMMEDIATELY REMOVE FROM WASHING MACHINE AFTER WASHING
Remove your clothes, especially t-shirts or sweaters with prints, immediately from the washing machine after washing. Leaving clothes in the washing machine for too long can cause prints to stick together and get damaged when pulled apart. Clothes can also wrinkle if left in the machine. Hang your clothes on a hanger immediately after washing to minimize wrinkles and reduce ironing.
IRONING:
Always check the wash label to see if ironing is allowed for a particular garment and, if so, at what temperature. Never iron directly over prints and avoid ironing items with stretch, as this is often unnecessary. Clothes with stretch hardly wrinkle when you remove them from the machine immediately after washing.
