FAQ – Everything You Need to Know!Updated a month ago
We’re so happy to have you here! Welcome to our mini-guide.
We always strive to assist you in the best possible way and hope that our FAQ can provide the answers you’re looking for. If you email our support, please only send one email, as multiple messages can affect our ability to respond to everyone in order and fairly.
During the Christmas period, our customer support will be closed on all public holidays, and delays may occur on weekdays due to the higher workload during the holidays and sale periods.
The same applies to our order processing, where delivery times are affected by the holidays. We process orders on weekdays only, and this is also what is included in the carriers’ estimated delivery times.
Thank you for your understanding and patience!
Open purchase for Christmas gifts is valid until January 11th – remember that the person who placed the order will need their order number and email to register a return/exchange. Please note: a new size will be sent to the same address and cannot be exchanged for a different item.
1. Can I cancel or change my order? Can I change my address?Unfortunately, once an order has been confirmed, it cannot be cancelled or changed. Due to our high volume of orders, the system processes them automatically. If you need to make changes, please return your order and place a new one.
2. I forgot to use my discount code. What can I do?If the discount code is still active and valid, our support team can apply it to your order after purchase. Please reach out to us at [email protected] for instructions. Do not place a new order, as we cannot cancel previous orders.
3. What is the return policy? For more details, refer to our returns section. Please note that our return policies differ depending on whether you’ve placed your order from Australia or New Zealand. If you’ve ordered from Australia, please follow the return instructions for Australian orders. Similarly, if you’ve ordered from New Zealand, please refer to the New Zealand return policy. Link to return portal: https://www.aimn.co.nz/pages/register-return or https://www.aimn.co.nz/pages/register-return
4. If you have any other questions, feel free to send us an email at [email protected]