FAQs

Placing Orders

How can I place an order?

Orders can be placed through our website, by adding the desired items to your basket and then checking out.
Orders cannot be placed over the phone or by email, although our customer service team will be happy to help with any issues you may have.

How soon will I receive my order?

Delivery options and time frames will be provided at checkout, once your order is despatched you will receive tracking information from the courier with more detailed information.

How can I see if my items are in stock?

Out of stock items are clearly marked on the website and are not available for order. In the unlikely circumstance that the item you have ordered is not available, you will be informed and have the option to wait for this to be in stock or to cancel and refund this purchase.

Do I need an account to order?

You do not need an account to order, although we recommend having an account as this allows you to see previous orders easily and store payment information for ease of future orders.

Can I change my order?

Orders cannot be changed once placed as they go straight to processing by our warehouse, if you have any issues, please contact our customer services team and we will do our best to help you.

Can I cancel my order?

Orders cannot be cancelled once placed as they go straight to processing by our warehouse, if you have any issues, please contact our customer services team and we will do our best to help you.

Payment

What forms of payment are accepted?

We currently accept payment from Visa, Mastercard and Maestro. PayPal and American Express payments are not accepted at this time.

I paid but did not receive a confirmation

If you have not received a confirmation but the charge has been taken from your account please contact our customer service team who will be able to look into this for you

My payment failed or declined

If payment has failed your order will not be processed, and your goods will remain in your basket should you wish to try another payment method. If you believe this to be an error, please contact your bank or card holder for more information.

Where can I find my invoice?

An order confirmation with a receipt will be sent to the email address provided upon payment. If you have not received this, or require another copy, please contact our customer service team who will be more than happy to help.

Delivery

How can I track my order?

Once goods are despatched you will receive an email with your tracking number and details about parcel delivery. If tracking information is available for the delivery service selected at checkout you will be able to follow your order from here.

Can I collect my order?

Orders are unable to be collected from our warehouse, we only offer home delivery.

Can I collect my order from a post office?

At this time this is not a service we offer, parcels are only available for home delivery.

How do I change my delivery slot?

Once the courier has your parcel you will be able to change your delivery preferences via the couriers website/app.
Depending on the service selected and the courier handling your parcel you may be able to change your delivery slot or delivery day, or else have your parcel delivered to an alternate location if you will not be home to receive your order.

Can I choose which day my order will be delivered?

Why haven’t I received my order yet?

   Unfortunately, there is a possibility of unexpected delays outside of the control of Air Haus that could cause parcels to be delivered later than the delivery estimate provided at check-out, such as worker strikes, weather conditions etc.
   In the first instance always check the tracking information you were provided upon the item despatch to try to locate your parcel.
   If your goods have not yet been despatched after an extended period of time, contact customer service who will be happy to investigate this for you.

The order says it has been delivered but I haven’t received anything

In the first instance, always check the delivery information provided by the courier, including proof of delivery and delivery address.
If no sufficient proof of delivery can be obtained and the parcel is still missing, please contact Air Haus customer service for further support.

Do you ship internationally?

Air Haus does not ship internationally, we supply all of the UK including Jersey and Guernsey.

Returns/Damages

Can I return my item?

If your item has not been used, you return it within 30 days of purchase.

Can I return part of a set?

Unfortunately, you cannot return part of a set as the items are sold as one item, if there is a damaged part of a set or a missing part please contact the Air Haus customer service team who will look into this for you and send you a replacement.

Can I return multiple orders at the same time?

   Whilst there is no reason to return multiple orders at the same time, this is not recommended as it can lead to a mix up.
   When returning multiple orders at the same time, it is vital that the goods from each respective order are clearly marked so that our team can match the returned item to the order number it came from.
   This will speed up the return and refund process

Can I return an item without an account?

Yes, you can return items without an account as long as it meets the return requirements.

What is the correct return address?

The return address is.

   Air Haus
   Unit 11, Bushells Business Estate
   Lester Way
   Wallingford
   OX10 9DD

How long will it take for my return to be processed?

Once we have received your return and confirmed everything is correct, we will send you an email to let you know your return has been received by our warehouse, at this point the refund process will begin.

How soon will I be refunded?

The refund process is triggered when the warehouse signs off on the returned items, you will be emailed when the return is approved, advising you that your refund is on its way.
Refunds typically take 3-5 working days depending on your bank.

How should I pack my return?

   Aim to pack your return as close as possible to how you received it. Ensure the package is safely sealed and packed in such a way that it does not get damaged during transit.
   Make sure the return address is clear and include a copy of the order confirmation with the returned item/s highlighted so that the warehouse team can match the return to your order.
   For large items, (i.e items that were originally delivered by pallet, and cannot be returned via a parcel courier) please contact our customer service team to arrange the return of your items.

My return was not approved

   In the event that your return is not approved, an email will be sent to advise you why we can not approve a refund for the returned item.
   Reasons for this may include; damages found upon return, items not matched to order number quoted, or the return is outside of the stated return period.
   If you wish to query this please respond to the email you receive to talk to the customer service team about this in more detail.

I received an incorrect product

If you have received an incorrect product, let our customer service team know as soon as possible, we will issue a replacement of the correct item and arrange collection of the incorrect product.

I received a damaged product

If you have received an incorrect product, let our customer service team know as soon as possible, we will issue a replacement of the correct item and arrange collection of the incorrect product.

I want to make a complaint

To register a complaint please contact our customer service team on sales@air-haus.com or call us on 01491 313191 and we will be happy to help.