FAQ
ORDER PROCES
Do I need an account to order?
You don't need an account to order. We do advise you to create an account, so we have the correct information and a possible return is easy to process. In addition, your check-out details are immediately correct in the system and you can view your order history.
How can I create an account?
This can be done by logging in at the top right on the doll symbol, or when placing an order.
I forgot my password, what now?
Go to the doll symbol at the top right. Here you can log in and you can also choose 'Forgot your password?'. Click on it, follow the instructions and you will have a new password in no time!
How do I place an order?
You can easily place an order by following the steps below: -Select your desired item. -Select the color and size. -Click on the green "ADD TO CART" buttons. -You will receive a notification that the article has been added. -Choose to view your cart or continue shopping. -Shopped out? In your shopping cart you can directly choose 'CHECK OUT' and choose one of our offered payment methods. -When you have paid, you will receive confirmation from us in your e-mail. We will now prepare and send your order! How can I pay for my order? In your shopping cart you can directly choose 'CHECK OUT' and simply choose between our offered payment methods.
Can I change my order?
Once the order has been paid, you cannot change it. Therefore, check your shopping cart and shipping details carefully to make sure you have entered everything correctly. Of course you can return the wrongly ordered items after receipt.
Will I receive an order confirmation?
Immediately after placing your order you will receive an order confirmation by e-mail. Please also check your spam folder.
I am unable to order, what now?
Try refreshing the page first. Doesn't this help? Please contact our customer service. We are happy to help you!
PAYMENT PROCESS
Which payment methods can I choose from?
You can choose from the following payment methods with us:
- Ideal - Apple Pay - PayPal - Google Pay - Klarna
My payment is not successful, what now?
If the payment fails, please contact our customer service here.
What are my delivery costs at home and abroad?
An overview of the current delivery costs can be found here.
DELIVERY
Can I track the status of my order?
Yes, as soon as your package has been shipped by us, you will receive a shipping confirmation with the Track & Trace code.
When can I expect my order?
If you order before 3 p.m., your order will be shipped the same day! Depending on the postal company, you will usually receive it within 1-4 working days within the Netherlands and Belgium. This can be a little longer around holidays!
Can I also order from abroad?
We currently deliver in the Netherlands, Belgium. We aim to add more countries soon.
What are the shipping options and delivery costs?
An overview of the current shipping options and associated delivery costs can be found here.
ARTICLES
What is the best way to wash the items?
For washing advice, we always advise you to carefully read the instructions that we list per item. If you use these instructions, you will enjoy your items for an extra long time!
Which fabrics do you use?
We only use high-quality fabrics, which ensure long-lasting enjoyment of the clothing! Our travel items are made of soft travel fabrics that are very breathable and airy. These travel fabrics do not wrinkle and dry quickly, so they are ideal! The sports items are made of very flexible and moisture-regulating fabrics. All fabrics are manufactured by us in such a way that these properties come first: quality and comfort.
How are your collections put together?
Our seasonal collections always contain items with beautiful prints and colors that match the season, but that you want to keep wearing after the season! In addition, we provide great basics that you can shop and use all year round and combine with everything.
RETURN
Do I have to pay return costs?
A return is not for free. You will need to pay for the return label. More information can be found in our page 'Returns' or if you scan the QR code of Returnista which you can find in the parcel.
What should I do if I have a complaint?
In case of a complaint, we ask you to contact our customer service. We'll sort this out nicely! contact support@aimebalance.com
What should I do if I received the wrong item?
You can return the wrong item to us, you can tick the reason on the return form.
Within how many days do I have to return?
You can return an item within 30 days. After this we can unfortunately no longer accept your return.
Within what period will my return be processed?
We will process your return as quickly as possible and ensure that you receive your refund within 10 working days.
How does the refund work?
We ensure that you receive the refund within 10 working days. I did not buy my AimeBalance item directly from you, how do I return? In that case, we request that you report the return to the relevant retailer, who will arrange this further.
How can I exchange an item for a different size or colour?
If you want a different size, you can return the ordered item and place a new order with the item in the correct size.
