Frequently Asked Questions
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Questions about the order
- Can I change the delivery address after placing the order?
- Yes, that's possible. Please contact our customer service by email at info@aeris.de or by phone to change the delivery address. If you won't be home during a certain period, we also offer the option of scheduling the delivery for a later date.
- Can the billing address differ from the delivery address?
- Yes, the billing and shipping addresses can easily be different. You can specify your preferred billing address during the checkout process.
- Can the goods be picked up directly from Aeris?
- We currently do not offer in-store pickup. All orders will be conveniently sent to your home or the specified delivery address.
- Will I receive confirmation when my transfer has arrived at Aeris?
- Yes, you will receive an email confirmation as soon as we have received your payment. The order will then be reviewed and processed as quickly as possible.
- How can I check the status of my order?
- After shipment, you will receive an email with a tracking link from our shipping partner DPD. If you haven't received this email, please contact our customer service to find out the status of your order.
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Questions about shipping
- How long will it take for my order to be shipped?
- The estimated delivery time is displayed during the product configuration process, directly below the price. These times may vary depending on the product and shipping destination.
- How much are the shipping costs?
- Shipping costs vary depending on the delivery country. We offer free shipping in many countries. You can find details during the checkout process.
- What shipping options does Aeris offer?
- We ship all orders with our partner DPD.
- Can I track my Aeris delivery?
- Yes, you can track your delivery at any time. You'll find the tracking information in the shipping confirmation email you receive.
- Does Aeris offer international shipping?
- Yes, we deliver to many countries both within and outside the EU. If your country is not listed in the shop, you can contact one of our specialist retailers or send us a direct inquiry by email.
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Questions about payment options
- Which payment methods are accepted for orders?
- We offer various payment methods, including PayPal, Google Pay, Klarna, credit card (Visa, Mastercard) and prepayment. We use certified SSL encryption to ensure your data is transmitted securely. Your bank, PayPal, and credit card details remain safe.
- I want to pay by credit card at Aeris, where is the security code located?
- Your credit card's three-digit security code (CVC) is located on the back of the card, next to the signature field.
- Can I pay for my order by invoice?
- Purchasing on account is not possible for private customers. Business customers who can only order on account should contact info@aeris.de by email.
- Can I pay for my order in installments?
- Yes, installment payments are possible through our partner Klarna. Simply select the "Pay later" option at checkout.
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Questions about your customer account
- What are the advantages of having a customer account with Aeris?
- A customer account offers you many advantages: You can view your orders at any time, manage your delivery details and shop faster without having to enter your data again each time.
- Can I order from Aeris as a guest, or do I need to create a customer account to purchase items?
- Yes, you can also order from us as a guest. A customer account is not required for the purchase.
- Is the Aeris customer account subject to a fee?
- No, creating and using a customer account with Aeris is completely free.
- How can I create a customer account with Aeris?
- To register with us, proceed as follows: Click on "My Account" and then on "Create Account". Fill in the required fields and click on "Create". Confirm your registration via the link in the confirmation email.
- How do I log in to "My Account"?
- To log in, click on "My Account", enter your login details and click on "Log in".
- I've forgotten my password for "My Account"! How can I log in again?
- No problem! Simply click on "Forgot your password?" under "My Account" to request a new password. If you've also forgotten your email address, please contact our customer service.
- Can I view my account, order and address details in my Aeris customer account?
- Yes, you can find all this information in your customer account under "My Account" after registration.
- How can I delete my Aeris customer account?
- If you wish to delete your account, please send an email to info@aeris.de . Our customer service team will handle the deletion for you.
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Questions about returns and exchanges
- I would like to return an item. How does the return process work at Aeris?
- Returns are possible at any time. You can find all the details on our returns process page: Returns .
- How long do I have to return it?
- Private customers have a statutory right of withdrawal of 14 days. Business customers unfortunately do not have this right of withdrawal.
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Questions about warranty and repairs
- What warranty does Aeris offer on its products?
- We offer a three-year warranty on all Aeris products – significantly longer than the statutory warranty. Within this period, we will repair or replace your product free of charge in the event of material or functional defects, provided that the damage is not caused by a third party.
- My product is defective. What should I do?
- Please contact our customer service if your product is defective. You can reach us by phone at +49 (0) 89 900 506 0 or by email at info@aeris.de from Monday to Thursday, 8:00 a.m. to 5:00 p.m., and on Friday from 8:00 a.m. to 3:00 p.m.
- Can I order spare parts for my Aeris product?
- Yes, that's possible. Please send us a picture of the defective part and proof of purchase date if your product is still within the warranty period. Our customer service team will be happy to assist you.
- Can I retrofit or upgrade Aeris products?
- Yes, retrofitting or upgrading is generally possible. Depending on the age of the product, additional costs may apply, as older components are not always compatible with newer ones. Please contact our customer service for personalized advice.
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Questions about contact and support
- How can I contact customer service?
- Our customer service is available by phone and email:
- Telephone: +49 (0) 89 900 506 0
- Email: info@aeris.de Our service hours:
- Monday to Thursday: 8:00 AM – 5:00 PM
- Friday: 8:00 AM – 3:00 PM
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Questions about a product
- Where can I find answers to specific questions about Aeris products?
- You can find answers to all your specific questions about our products directly on the respective product pages . Simply scroll to the bottom of the page, where we've compiled the most frequently asked questions and answers for each product. If you can't find what you're looking for there, our customer service team will be happy to assist you.
