FAQs
What is the best way to reach customer service?
The best way to reach us is to give us a ring at + 44 (0) 203 735 7569 or email us at europehelp@adenandanais.com. We are here Monday to Friday from 9.30am until 5.00pm UK time to answer any and all questions or simply just to chat.
What is your size chart for sleeping bags?
What is your size chart for clothing?
Is your website secure?
Yes, the aden + anais website is a secure shopping environment where information is safeguarded if you are a registered user. For non-registered users, your information is not held beyond the shipping of the order. View our privacy policy for more information.
What payment methods do you accept?
We accept Visa and Mastercard.
When will my credit card be charged?
Your credit card will be charged as soon as your order is processed.
How can I track my order once it has shipped?
As soon as we ship your order, you will receive an automated email from aden +anais with the tracking details. You can also contact our customer service team at europehelp@adenandanais.com or call +44 (0) 203 735 7569 for further information.
What is the advantage of creating an account when checking out?
When you create an account, your information is kept securely on file, speeding up the checkout process for future orders.
The item I want is sold out. How will I know when it is back in stock?
Simply contact our customer service, and we’ll be happy to take down your information so we can be in touch when the item is back in stock. You can reach us Monday through Friday 9:30 am -5:00 UK time at + 44 (0) 203 735 7569 or email us at europehelp@adenandanais.com.
How long will it take for my package to arrive?
Packages shipped via standard delivery should arrive within 2-5 working days, depending on your destination.
What is your return policy?
We hope you love everything you order, but in case you don’t, not to worry. We will happily accept returns for unused merchandise in its original condition at time of purchase.
To make a return, simply contact our customer service team at europehelp@adenandanais.com or +44 (0) 203 735 7569, and provide your name, order number and the item(s) you’d like to return. We will then assist you in completing the process.
The undesired item(s) must be sent back to us within 14 days of the return authorisation date for a full refund. If the item(s) arrives damaged or not in sellable condition, we will refund you the amount less £2.42 per said item.
Once we receive the returned item, we will issue a refund to the original purchase payment method within 10-14 working days.
To make a return, simply contact our customer service team at europehelp@adenandanais.com or +44 (0) 203 735 7569, and provide your name, order number and the item(s) you’d like to return. We will then assist you in completing the process.
The undesired item(s) must be sent back to us within 14 days of the return authorisation date for a full refund. If the item(s) arrives damaged or not in sellable condition, we will refund you the amount less £2.42 per said item.
Once we receive the returned item, we will issue a refund to the original purchase payment method within 10-14 working days.
Can I cancel my order?
You may only cancel or make changes to your order within one hour of placing it. For further assistance, please contact customer service at europehelp@adenandanais.com or +44 (0) 203 735 7569.
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