FAQ HERE
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HOW CAN I PLACE AN ORDER ON HERE-STORE.COM?
Items in the collection are categorized by brand and type (shoes, clothes and accessories).
You can filter by brand, color, price, size, and order items by different criteria (Recommended, New, Price ascending, Price descending, Bestsellers).
You can search through the main menu, choose brand or type, or through free search.
Once you've found the product you're interested in, choose the size and add it to your cart to buy it (BUY NOW / ADD TO CART).
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HOW DO I PAY FOR AN ORDER?
Payment can be made by credit card, rechargeable prepaid card, PayPal, Scalapay, or conveniently in cash when the item is delivered (the cash on delivery option includes a €5 surcharge).
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I HAVE DOUBTS ABOUT MY ORDER, SHIPPING OR GOODS RECEIVED. HOW CAN I CONTACT CUSTOMER SERVICE?
The fastest way to contact us is by filling out FORM.
You will find us active from Monday to Saturday from 9.00 to 19.00
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HOW DO I CHECK A PRODUCT'S AVAILABILITY?
You will find the available sizes on the product page of each item, at below or to the right of it.
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HOW CAN I MODIFY/CANCEL AN ORDER?We're sorry, but orders cannot be changed or canceled.
If you have changed your mind, purchased items can be replaced at an AW LAB Store within 30 days from the date you receive your purchase.
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WHERE CAN I HAVE MY ORDER SHIPPED?
You can choose to ship your order:
• Straight to your home by SDA express courier for €7.00, with free delivery for orders over €69.99:
• To a UPS ACCESS POINT by UPS express courier at a cost of €7.00 or free for orders over €69.99
For all details about shipment, please visit the dedicated section of the website
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HOW CAN I TRACK MY ORDER?
Go to the TRACK ORDER and enter your order number, email address, and Postcode to check the status, or click on the tracking link, which can be found in the order's shipment email. (insert tracking link later).
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WHY WAS MY ORDER SENT IN SEVERAL INSTALLMENTS?
If you have purchased multiple items, your order may be delivered in several shipments.
You will receive an email with the relevant tracking link for each shipment made. You will not be charged any additional fees.
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WHAT IF THE ORDER IS DELIVERED WHEN I AM NOT AT HOME?
If you realize you can't be home on the scheduled delivery day, no problem!
The courier will leave a notice in your mailbox with notes to schedule a second delivery or to agree on withdrawal from the relevant collection point.
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CAN I CHANGE THE SHIPPING ADDRESS?
Sorry, unfortunately it is not possible to change the shipping address once the order has been confirmed.
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I AM NOT SATISFIED WITH THE GOODS I HAVE RECEIVED AND WISH TO RETURN THEM. WHAT SHOULD I DO?
Goods may be returned within 30 days from the date of receipt of the same.
For the conditions of return, consult the dedicated section on the site
or the Terms and Conditions -
I'VE MADE A RETURN. HOW LONG BEFORE I RECEIVE THE REFUND?
Reimbursement will take place within 10 working days of when your return is received at our warehouse. These timeframes also depend on your bank and the payment method you use.
If after 10 days you have not been reimbursed, contact us or your bank.
I PURCHASED ONLINE. CAN I REQUEST A REFUND IN STORE?No, the store is not authorized to issue refunds for online purchases.
If you have made an online purchase, the refund will be made with the same payment method used. For cash on delivery payment, you will receive the refund by bank transfer.
For more information, click here
Reimbursement will take place within 10 working days of when your return is received at our warehouse. These timeframes also depend on your bank and the payment method you use.
If after 10 days you have not been reimbursed, contact us or your bank.
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CAN I EXCHANGE AN ITEM?
Ordered the wrong size? Or maybe you're not convinced about the model? No problem!
HERE can exchange your purchases at no extra cost.
You can go to one Store AW LAB and change the size or article no later than 30 days after the date the goods were delivered.
The exchange of goods is only possible if the product is intact (unused), and with the original label / tag, packaging, and receipt of purchase.
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DAMAGED OR DEFECTIVE PRODUCT?Do you think there is something wrong with the product you purchased?
Deliver the product to an AW LAB store and bring the purchase receipt or tax receipt with you we can either replace the product for you (if it is still available), exchange it for one of equal value, or reimburse you with a return voucher.
If, however, you do not want to go to the store for replacement, you can contact us here Monday to Saturday from 9:00 to 19:00 and follow the instructions you receive by our Customer Service.
Remember that defective or faulty products may be returned within 2 years from the date your order is delivered, or the date of purchase in store.
Refunds and product replacement is not possible for:
• products damaged through misuse or neglect (exposure to chemicals, caustics, open flames, intense heat, sharp objects, machine washing, etc.).
• products damaged due to improper use or activities other than those for which they are intended (i.e. use of running shoes for field sports, or hiking shoes as work footwear, etc.).
Note: the life expectancy of products purchased on aw-lab.com depends on the individual use of the product, on the conditions of use themselves, and on the owner's habits.
Products damaged due to normal wear and tear that have exceeded their reasonable product life expectancy will not be replaced.