Refund Policy
We want you to be fully satisfied with your Aion.Era piece. If something is not right, you may request a return or an exchange under the conditions below.
1. Eligibility
To be eligible for a return or exchange, the item must:
- Have been only tried on
- Not be soiled, damaged, washed, altered or perfumed
- Include all original tags, labels and packaging
- Be returned in a condition that allows us to resell the item
If these conditions are not met, Aion.Era reserves the right to refuse the return or propose a partial refund only.
2. Return window
Return requests must be made within 14 days from the date you receive your order. Once your return is approved, you must ship the item back within a reasonable time frame. Instructions will be provided by email.
3. Exchanges
Exchanges are possible only if the requested size or item is in stock. If the requested item is not available, we will offer store credit instead.
Please note that a detailed size chart is available on each product page in both CM and inches. We strongly encourage you to refer to it before placing your order to ensure the best fit.
Geographic eligibility for returns and exchanges:
- European Union customers: Returns and exchanges are accepted within 14 days of delivery, with return shipping costs at the customer's expense. See section 9 for your right of withdrawal.
- United Kingdom and Norway customers: As these countries are not part of the European Union, and as our warehouse only processes returns from within the EU, we are unfortunately unable to accept physical returns or exchanges. As a gesture of goodwill, we may offer store credit in certain cases.
- All other countries (US, Canada, Japan, Australia, etc.): We do not accept returns or exchanges for size-related reasons. A detailed size chart is available on the product page. For manufacturing defects, please refer to section 7.
4. Made to order
Our products are made to order, produced individually after each order is placed. For this reason, cancellations are generally not possible once production has started. However, your statutory right of withdrawal, where applicable by law in your country, remains unaffected. Once you have received your item, returns or exchanges are possible under the conditions stated in this policy.
5. Order cancellations
Cancellation requests must be submitted within 24 hours of placing your order by contacting our team at support@aionera.com. After this window, your order enters processing or production and can no longer be cancelled. Cancellations cannot be initiated directly from your customer account — all requests must go through our team. Your statutory right of withdrawal remains unaffected where applicable by law.
6. Return shipping and refunds
Unless otherwise stated, return shipping costs are the responsibility of the customer. We recommend using a tracked service and keeping proof of postage. We cannot be held responsible for lost return parcels.
Once we receive and inspect the item, we will confirm approval or refusal of the refund by email. If approved, the refund will be issued to the original method of payment for the price of the item. Original shipping fees are not refunded, except where required by applicable consumer law. Depending on your bank or payment provider, it may take a few days for the refund to appear on your account.
7. Damaged or defective items
If you receive a damaged or defective item, please contact us within 48 hours of delivery at support@aionera.com with clear photos of the issue and your order number. We will review your request and offer an appropriate solution, which may include a store credit, replacement, or refund depending on the situation.
8. How to request a return
If all the conditions above are met, please contact us at support@aionera.com and include:
- Your full name
- Your order number
- The item you wish to return or exchange
- The reason for your request
Our team will review your request and send you the return instructions within 48 hours. You may also initiate your request through the form available in the footer at aionera.com.
9. Right of withdrawal (EU customers only)
If you are located within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with applicable EU consumer law. To exercise this right, please contact us at support@aionera.com within this period. Return shipping costs remain at your expense unless the item is defective or incorrect.