ORDERS

What do I do if a product is missing from my order?

If you are missing a garment or there has been a mix up in your order, we will be happy to assist you via shop@aainactive.com

What can I do if I receive a defective product?

First of all, huge apologies. We try our utmost to carefully consider all the details but sometimes we can get it wrong. To help us get it right, please get in touch at shop@aainactive.com telling us what happened and attaching a photo of the garment.

How long does shipping take?

For mainland Spain, if you place your order before 2:00p.m. orders will aim to be delivered between the following 24-72 hours, depending on your delivery method. For international orders, it will depend on your location. Please get in touch to find out. 

I have entered my address incorrectly, what can I do?

Don't worry. Send us an email at shop@aainactive.com indicating your order number and the correct address. If the order has not yet left our offices, we will correct it immediately. In the event that the order has already been dispatched, you will need to wait until it is returned to our warehouse and make a new order.

I chose the wrong size or product when ordering, what do I do?

Contact us to request a possible exchange or, failing that, cancel the order before it leaves our warehouse.

If you didn't realise it on time, don't worry. We have free exchanges and returns (for orders over €100).

Shipping to the Canary Islands?

That's right! To guarantee delivery as soon as possible, please provide us with your ID and your full name when filling in your order delivery information (they request this information for the issuance of a commercial invoice at customs).

To which countries do we ship?

We ship worldwide, with shipping costs and times varying depending on the country of destination.

If you would like to find out more about delivery times, please send us an email and we will provide information according to your individual shipping case.

How can I track my shipment?

In your order confirmation email you will receive a link for tracking.

Payment Methods?

You can pay by credit card, debit card or Paypal : )

When does free shipping apply?

Shipping costs are free on purchases over €100 as long as it is a national shipment within mainland Spain.

 

PRODUCTS

I am interested in a product but there is no stock, what can I do?

If you are interested in a product but it is out of stock, you can leave us your email in the product file you would like and we will notify you as soon as it is available again.

How can I know the composition of the product?

You can find the exact composition of each garment in the product description : )

Where are our products made?

All our garments are manufactured with suppliers in Asia and Colombia who possess all the certificates and warranties for quality and fair trade.

RETURNS & EXCHANGES

What is the exchange and return policy?

You have 14 calendar days from when you receive your order to request an exchange or refund (partial or total), except in the case of swimsuits that cannot be returned or changed for hygiene reasons.

How do I request an exchange or refund?

Please email us at shop@aainactive.com between Monday to Friday.

And in the case of a refund?

Once we have received the product in our warehouse and verified that everything is correct, a refund will be made to the card or PayPal account with which the purchase was made.

You will be notified via email and the refund will be made effective in your account.

Is there a cost to refund or exchange?

The first exchange or refund request on the same order is always free of charge, for purchases over €100.