We hope that our FAQ is helpful, but we urge you to read the Terms & Conditions in full.
Does Aiwaii ship to other countries other than Denmark?
At the moment we deliver to the following countries:
· Czech Republic
If you want delivery outside of the European Union or European countries that are not listed, please contact us and we will try to find a solution: firstname.lastname@example.org.
How much does shipping cost?
Aiwaii offers free shipping on all orders over DKK 1.000,- to addresses in Denmark only. Free delivery is sent to a parcel shop.
The cost of shipping depends on the weight and volume of the package, the destination country and the type of courier. You will be able to see the shipping fee at the checkout point once you have entered your address.
Where do you ship from?
Our webshop is based in Denmark. We ship from our location in Denmark.
When will I receive my purchase?
Delivery time to addresses in Denmark is 2-3 working days. Delivery time for other countries will be stated in the track and trace link once the package is ready to be shipped.
Please be aware that arrival time is an estimate and cannot be guaranteed. Thus, Aiwaii cannot be held responsible for delays that occur at the carrier company.
During campaigns and sale periods, delivery can be longer.
How do I pay?
Aiwaii accepts the following credit cards: VISA/Dankort, VISA, Mastercard and Mobilepay.
We do not charge card fees.
In which currency can I pay and get refund?
All prices at Aiwaii are shown in Danish Kroner (DKK) and include Danish VAT of 25%, thus you pay in Danish Kroner.
If you are a customer whose credit/debit card is not denominated in Danish Kroner (DKK), the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.
The amount will also be refunded in Danish kroner (DKK) on the day the credit note is created. Thus, the refund amount will vary according to the exchange rates and fees in the countries concerned.
When do you draw the money?
Payment will be charged from your account when your item is shipped.
Who holds any additional expenses such as import duty, taxes, etc.?
Depending on your order and country, you will be liable to pay local taxes, import duties, and other fees upon receiving your order, which is at your own expense. We have no control over these charges and cannot predict what they may be.
Customs policies vary widely from country to country. You may want to contact your local customs office for further information.
Customers from EU countries do not pay for additional expenses.
I have not received my order confirmation!
Please check your spam folder since the confirmation email might be mistaken as junk mail and end up in there.
The order confirmation should be sent right away, but it can happen that there is a delay. If you have not received anything after 24 hours, please contact us and we will send it again.
Can I change or cancel an order after purchasing?
We always try to pack your order as fast as possible. We are not able to either change it or cancel it, once your order has been packed and has left our warehouse. Please contact us (email@example.com) as soon as possible after placing your order if you wish to change or cancel your order.
However, you can always return unwanted items for a refund (please read about our return policy here)
What if I am not home when my package arrives?
Do not worry, if you are not home the carrier will leave you a message telling you where you can pick it up.
My package is missing, what should I do?
If your estimated delivery date has passed and there is not any update on your parcel via your track and trace number, please send an e-mail to firstname.lastname@example.org for further help.
I received a damaged package/item(s). What do I do?
You should take a picture of the package before opening it and then examine its contents. You should contact us immediately, if your item has been damaged, so that we can help you find a solution to the problem.
You can also read our Terms & Conditions for more information.
I received an incorrect item or I am missing an item, what do I do?
We want to sort out any issues as fast as possible, so please contact us at email@example.com with your problem and state your order number.
Can I get a refund if the item I bought is now on sale?
Unfortunately, we cannot refund the difference on discounted items. All prices on aiwaii.com are daily prices and valid at the time of ordering. Prices can be changed on a regular basis, the buyer will therefore be invoiced at the price that applies at the order point.
Can I exchange an item?
We do not offer exchange as we cannot guarantee that the item will be available after we have received your return. If you need a different size or colour, please place a new order.
How long do I have to return my order?
You have 14 days from receiving your order to return it to us.
The deadline is extended to the following business day, if the deadline expires on a Danish national holiday, Saturday, Sunday, Constitution Day (5 June), Christmas day (24 December) or New Year’s Eve (31 December). For more information please read our Terms & Conditions.
Do I have to pay for the return?
Return is at own expense and you can use a shipping service of your choice.
If you order through our return portal it will cost DKK 50,-. However, our return portal is only available in Denmark.
Can I return more than one order in the same parcel?
Yes, just make sure to write all the order numbers and complete the return form.
To which account are you refunding my money?
The refund is made using the same means of payment that you used for the original transaction. It is not possible for us to make the refund to a different credit card.
I have returned an item to you, but I have not got the refund yet?
We will refund the money to your account as soon as possible and no later than 14 days after having received the return item. It can take up to 30 days before you receive the refund depending on which card you have used.
If you have not received any confirmation of your return, please check your credit card for a refund. If you cannot find any transactions for a refund, please contact us (firstname.lastname@example.org).
Can I contact you?
Yes, of course. Please do not hesitate to contact us at email@example.com. We respond to all inquiries within 24 hours every weekday Monday to Friday.