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Frequently Asked Questions
Please see below for answers to common questions from customers
ORDERS & PAYMENTS
Can I place an order without registering?
Yes. Simply add products to your cart and enter your shipping details.However, we encourage registering – you will get quick access to your order history and information about promotions.
Can I reserve a product?
No, we do not offer reservations.However, you can place an order and use the 14-day return policy.
The product I want is sold out. Will I receive a notification?
Yes. On the product page you can enter your e-mail address and you will receive a notification once it is back in stock.
I placed an order and want to change the products. Is it possible?
Yes, as long as the order has not yet been shipped.
Contact our Customer Service by e-mail: contact@aimerosestudio.com
After shipping, you may use your right to return the order.
I want to change the delivery address. What should I do?
If the package has not yet been shipped – send us an e-mail at contact@aimerosestudio.com – we’ll be happy to help!If the package is already on its way – you can redirect it by contacting the courier company.
I want to cancel my order. When can I do it?
You can cancel your order until it has been shipped.
If so, e-mail us at contact@aimerosestudio.com – we’ll be happy to help!
If the order is already on its way – accept the delivery and then return the products.
Instructions can be found in the ”Returns” section.
I haven’t received my order confirmation. What now?
Check your SPAM folder.
If it’s not there – contact us at contact@aimerosestudio.com, and we will confirm your order status.
What is the status of my order?
You will receive e-mail updates at every stage of the process.
You can also check the status in the “Order History” tab.
Once your package is shipped, you will receive a tracking link.
I would like to receive an invoice. How can I get it?
You can enter your invoice details while placing the order.
The invoice will be sent by e-mail after the package has been collected by the customer.
I have a discount code. How do I use it?
Enter the code in the cart before making the payment.
Are my data safe?
Yes. Your data is processed in accordance with GDPR and applicable regulations.More details can be found in our Privacy Policy and Terms & Conditions.
DELIVERY
What is the order processing time?
Once you place your order, we begin preparing your products. This usually takes 2–3 business days.
After handing the package over to the courier, delivery usually takes 1–2 business days.
How can I track my order?
You will receive e-mail updates at every stage.
Once the shipment is sent, you will receive an e-mail from the courier company with a tracking link.
My package has not arrived. What should I do?
Check the shipment status using the tracking link from the courier.
If you did not receive any notification or your package returned to our warehouse – contact us at contact@aimerosestudio.com – we’ll be happy to help!
What shipping methods do you offer and how much do they cost?
We ship orders via InPost (courier & parcel lockers) and UPS.
- InPost Parcel Lockers – 15 PLN (only in Poland)
- InPost Courier – 15 PLN (only in Poland)
- EU shipping (UPS) – 70 PLN
- Orders over 700 PLN – free shipping (Poland)
Do you offer free delivery?
Yes. Orders within Poland over 700 PLN are shipped free of charge.
Do you ship internationally?
Yes, we ship to EU countries.
Can I redirect my package to another address?
Yes. Use the tracking link and choose the redirect option with the courier.
Can I pick up my order at a pickup point?
Yes. Simply contact the courier company and redirect your package to a pickup point.
Can I combine multiple orders into one shipment?
Unfortunately, this is not possible.
What should I do if my package wasn’t delivered?
Contact our Customer Service – we will resolve the issue.
Write to: contact@aimerosestudio.com
What if the package arrived damaged?
Contact us as soon as possible (contact@aimerosestudio.com).
If the packaging is damaged, ask the courier to create a damage report.
Do you offer Saturday delivery?
No – this service is not currently available.
How do you pack orders?
Depending on the type of products, we pack them in cardboard boxes to ensure safe delivery.
RETURNS & COMPLAINTS
How can I return a product purchased online?
Fill out the return form and send it by e-mail to contact@aimerosestudio.com, or – if you prefer – print it and include it in your package.
Pack the product in its original packaging with tags attached and send it to:
AIME ROSE
ul. Puławska 41/1
02-508 Warsaw, Poland
Remember: the returned product must be new, unworn, undamaged, with all original tags and packaging.
Please ensure the clothing is clean, free of odours and signs of use – only then can we approve the return.
If you don’t have the form – you can download the template here (link).
How much time do I have to return a product?
You have 14 calendar days from the date of receiving the package.
Is the return free? Who covers the shipping cost?
Return shipping costs are covered by the customer.
Please do not send returns cash on delivery.
When will I receive my refund?
We usually process refunds immediately after receiving the return package.
The maximum refund time is 14 days from the day we receive the parcel.
In what form do you refund the money?
Refunds are issued using the same payment method used for the purchase.
How can I file a complaint about a product?
If the product is defective:
- Send a message to contact@aimerosestudio.com with the order number in the subject line.
- Attach photos showing the issue.
- We will arrange a courier to collect the defective product.
- Include the completed complaint form in the package (link).
Can I exchange a product?
We do not offer exchanges – products sell out quickly.
You may, however, return your purchase and place a new order.
There was no return form in the package. What should I do?
Download the form here (link).
I received the wrong product. What now?
We sincerely apologise for the mistake!
Contact us at contact@aimerosestudio.com – we will arrange a courier to collect the incorrect package and send the correct product.
PRODUCTS
What materials are your products made from?
Each of our products is crafted with great attention to detail.
Designs are created in Monaco and then manufactured entirely in Poland, in cooperation with experienced sewing studios that ensure the highest quality of workmanship.
We focus on timeless design and premium materials sourced from trusted suppliers in Italy, Portugal and Poland.
All fabrics are carefully selected – durable, pleasant to the touch, and certified for safety and quality, such as OEKO-TEX® and GOTS.
Our priority is to create products that remain beautiful and comfortable for a long time.
Will selected products be restocked?
Some models do not return to sale – we maintain limited collections.
Information about restocks and new arrivals appears in our newsletter and on Instagram: @aimerose_studio