FAQ

1. How can I contact Aotemai customer support?

You can reach us via email at service@aotemai.com or call +13252275079. Our business hours are Monday to Friday: 9:00 AM – 5:00 PM. We are closed on weekends and public holidays. Email inquiries will be replied within 24–48 working hours.

2. How long will it take to process and ship my order?

General order processing time is 1–5 business days. Once shipped, you will receive a confirmation email with your tracking number. Total delivery time equals order processing time plus international shipping transit time.

3. Do you offer free shipping?

Yes. Free shipping is available for orders with a total value over $59.98. Shipping cost will be automatically calculated at checkout based on your order amount and destination country.

4. How do I track my order?

After your parcel is dispatched, we will send you a shipping confirmation email containing your tracking number. Use this tracking number to monitor your shipment status online.

5. Can I cancel my order?

You may cancel your order for free within 24 hours after placing it, provided the order has not been shipped. Once the package is dispatched, cancellation is unavailable. You may submit a return request after receiving the goods.

6. What is your return and exchange window?

For damaged or wrong items, please contact us within 24 hours after delivery. For normal return or exchange requests, you must reach our customer service within 14 days from the date your package is marked “Delivered”.

7. What items are not eligible for return or exchange?

Custom-made items, intimate apparel, accessories, and clearance products cannot be returned or exchanged. These items will be clearly marked on their product pages.

8. What conditions must items meet for return?

Items must be unwashed, undamaged, unaltered, with all original tags attached, complete with original packaging, clean and in resalable condition, free of stains and odors.

9. Who covers the return shipping cost?

Customers are responsible for return shipping fees and any applicable customs clearance charges. We do not accept cash-on-delivery return parcels.

10. When will I receive my refund after you receive my returned item?

Once we receive and verify your returned item meets return requirements, we will process your refund within 3 business days. The arrival time of funds depends on your payment method.

11. Where can I find product material, size and composition information?

Detailed information including size charts, material, fabric and ingredient descriptions can be found on each individual product page. If you have further questions, please contact our support team before ordering.

12. Are your products quality checked before shipment?

Yes. Our sourcing team inspects product quality and details before dispatch. If you receive damaged or defective goods, please contact us with photos within 24 hours of delivery.

13. My parcel delivery is delayed. What should I do?

Delays may happen during peak seasons, holidays, customs clearance or bad weather. First check your tracking updates. If you need help, contact our support team with your order number.

14. Does Aotemai use cookies and collect personal data?

We use cookies and collect necessary personal information for order processing, service improvement and marketing. Please read our Privacy Policy for full details on data protection.

15. What if I have disputes related to orders or products?

Please contact our customer service first with your order number and supporting photos. We will work with you to resolve issues in accordance with our Return & Exchange Policy and Terms and Conditions.