Frequently Asked Questions
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Questions about the order
- Can I change the delivery address after ordering?
- Yes, that is possible. Please contact our customer service by email at info@aeris.de or by phone to adjust the delivery address. If you are not at home at a certain time, we also offer the option of scheduling the delivery at a later date.
- Can the billing address differ from the delivery address?
- Yes, the billing and delivery addresses can easily be different. You can specify the desired billing address during the ordering process.
- Can the goods be picked up from Aeris?
- We currently do not offer pickup. All orders are conveniently sent to your home or to the delivery address provided.
- Will I receive a confirmation when my transfer has arrived at Aeris?
- Yes, you will receive an email confirmation once we receive your payment. The order will then be reviewed and processed as quickly as possible.
- How can I check the status of my order?
- After shipping, you will receive an email with a tracking link from our shipping partner DPD. If you have not received this, please contact our customer service to find out the status of your order.
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Questions about shipping
- How long does it take to ship my order?
- The estimated delivery time is displayed during the configuration of your product, just 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 in 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 will find the tracking information in the shipping confirmation that you receive by email.
- Does Aeris offer international shipping?
- Yes, we deliver to many countries inside and outside the EU. If your country is not shown 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 and advance payment.
- I want to pay with a credit card at Aeris, where is the security code?
- 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?
- Purchase on account is not possible for private customers. Business customers who can only order on account should send an email to info@aeris.de .
- 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 the customer account
- What advantages does a customer account with Aeris offer me?
- 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 re-enter your data each time.
- Can I order from Aeris as a guest or do I have to create a customer account to purchase items?
- Yes, you can also order from us as a guest. A customer account is not required to make a purchase.
- Is there a fee for the Aeris customer account?
- 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, please proceed as follows: Click on "My Account" and then on "Create Account". Fill in the required fields and click on "Create". Confirm your registration using 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 “Log in”.
- I forgot my password for “My Account”! How can I log in again?
- No problem! Simply click on "Forgot password" under "My account" to request a new password. If you have also forgotten your email address, please contact our customer service.
- Can I view my account, order and address details in the Aeris customer account?
- Yes, you can find all this information in your customer account under “My Account” after registering.
- How can I delete my Aeris customer account?
- If you would like to delete your account, please send an email to info@aeris.de . Our customer service will delete it for you.
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Questions about returns and exchanges
- I want 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 the item?
- Private customers have a statutory right of withdrawal of 14 days. Unfortunately, business customers are not entitled to this right of withdrawal.
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Questions about warranty and repairs
- What warranty does Aeris offer on its products?
- We offer you a three-year guarantee on all Aeris products - significantly longer than the statutory warranty. Within this period, we will repair or replace your product free of charge if there are material or functional defects, provided that there is no third-party fault.
- My product is defective. What should I do?
- Please contact our customer service if your product is defective. You can reach us Monday to Thursday from 8:00 a.m. to 5:00 p.m. and Friday from 8:00 a.m. to 3:00 p.m. by phone at +49 (0) 89 900 506 11 or by email at info@aeris.de .
- Can I order replacement parts for my Aeris product?
- Yes, that is possible. Please send us a picture of the defective part and proof of your purchase date if your product is still under warranty. Our customer service will be happy to help you.
- Can I upgrade or convert Aeris products?
- Yes, retrofitting or conversion is generally possible. Depending on the age of the product, additional costs may arise, as older components are not always compatible with new components. Please contact our customer service for personal advice.
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Questions about contact and support
- How can I contact customer service?
- Our customer service is available to you by phone and email:
- Telephone: +49 (0) 89 900 506 11
- E-Mail: info@aeris.de Our service hours:
- Monday to Thursday: 08:00 – 17:00
- Friday: 08:00 – 15:00
