FAQ

Below FAQ are some common questions of our customers. If you have other questions, please just send it to support@aeroliteluggage.co.uk

Did my order go through?

Once you’ve placed your order, you should receive an email from us confirming your purchase. Please note in times of high volumes of traffic on the site, it can take up to an hour to receive your confirmation email. If your confirmation has not come through after two hours, you can contact us for a confirmation that your order has been completed.

How long does delivery take?

Free Next Day Delivery, Applicable To The Mainland UK Orders Placed Before 1PM
For Northern Ireland, we offer Free Standard Delivery in 2-4 Business Days
For Jersey, Guernsey & Isle Of Man: £11.99 (2 to 4 Business Days)

How can I track my order?

You will receive a notification e-mail from the courier once your order is on its way to you. Please note, we use a tracked and signed for service, so somebody will need to present at the time of delivery.

My order is late. What should I do?

Please allow up to 5 working days for delivery to take place. After that, if your order still hasn’t arrived, please contact us so we can help. You can contact our Customer Service Department on 0208 051 3000 between 9am – 4pm Monday to Friday

My item arrived damaged. What should I do?

In the unfortunate event that you receive damaged or faulty goods, please call us, or contact us here.

What payment methods do you accept?

We accept all major debit and credit cards. We also accept PayPal, Google Pay & Apple Pay.

I no longer want my item. How do I return my order?

We are happy to accept all returns within 60 days from purchase. We ask that you please return all items back to us unused, in the same condition they were received, with their original packaging and tags intact. Unfortunately we do not offer free return for change-of-mind orders. If you have any problems with your item, please do let us help you resolve this. Please message via the website you ordered from initially.
Email: support@aeroliteluggage.co.uk
Returns Address: USB International, Unit 5 Russel House, Russel Square, Southfields Business Park, Hornsby Way, Laindon, Essex SS15 6TF
Returns are the responsibility of the customer. Please send your item, securely packaged, back to the above address. We recommend using Parcel2go.com to find the cheapest method to return your item.

Do you offer exchanges?

Unfortunately we are unable to offer exchanges. Items must be returned for a full refund, and then the alternative item re-ordered.

What warranty do you offer?

For your peace of mind, all our products come with manufacturers guarantee. All warranty claims must be supported by the Warranty Certificate or hang tag and accompanied by your proof of purchase such as a till receipt.
Any warranty placed on our products is valid against defects in material and workmanship for the period of warranty. Allowing for reasonable wear and tear, should any fault or defect become apparent during the warranty period, we will endeavour to repair or replace your luggage.
AEROLITE are unable to take responsibility for damage that may arise due to normal wear and tear, misuse, abuse or mishandling including handling by third parties.

My airline damaged my item. What should I do?

Damages caused in transit will need to be claimed with the airline before leaving the airport. Our warranties do not cover damage by airlines.

What is your business address?

Our business address is USB International, Unit 5 Russel House, Russel Square, Southfields Business Park, Hornsby Way, Laindon, Essex, SS15 6TF. We also have a fulfillment-only warehouse in Laindon (near Basildon). Please note collections can only be made from our Barking warehouse.

Can I visit you to choose an item?

We are an online-only business, so unfortunately we do not offer this service. We aim to provide as much information about our products on our product pages.