Where do you ship?
How do I track my order?
Go to your Account page and click on the order you’re interested in tracking. You’ll find the order number next to each of the items that has shipped. Once we ship your order, we’ll also send you an e-mail with your tracking information so you’ll have it on hand.
How long does shipping take?
We typically ship 2 – 3 business days after we receive your order. Depending on where you live, you can expect to have your order delivered to you in 7 – 10 business days.
What materials are my products shipped in?
All our products are shipped in recyclable, uncolored cardboard boxes which fulfill the highest sustainability standards.
What will my refill packs come shipped in?
Your refill powders are packed in biodegradable and compostable cellulose sachets. Each refill pack is made of three paper sachets and packed in small recyclable cardboard packs. All these are shipped in paper padded mailers made from recycled fibers.
How do I get free shipping?
We offer free shipping for any order over 30 EUR. We selectively also offer special free shipping promotions for our products which are published via out website and social media channels.
How much does it cost to ship to my address?
Shipping and taxes will automatically be calculated at checkout. Shipping fees will vary based on your specific location and are the same for all products you purchase. We currently do not ship outside of continental Europe but we’re working diligently to be able to expand our reach soon. Stay tuned!
Can I cancel or change my order once it has processed?
Unfortunately we can’t cancel or change your order once it’s been placed. But contact us at firstname.lastname@example.org and we’ll help you figure out what we can do.
Where can I find my active and/or past orders?
What is your return policy?
We want you to be happy with your aer products and offer returns on orders 30 days after they are shipped. If for any reason, you’re not happy with your purchase contact us at email@example.com and we’ll do everything we can to make it right. The 30-day window begins on the day the product is shipped and returns must be received within 60 days after return label instructions are issued to you.
To be eligible for a return, your item must be returned to us, unused and in the same condition that you received it and require a receipt or proof of purchase. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
How do I return my order?
We’re sorry to hear you didn’t enjoy your aer products. To return your order, e-mail us at firstname.lastname@example.org with your order number in the subject line to expedite the process.
When will I see my refund?
What methods of payment do you accept?
When will my card be charged?
How do subscriptions work?
It’s simple! First, pick which refill you’d like to purchase. Then, choose how often you’d like refills to be delivered to you. You can select delivery for every 1 or 2 months. The following refills are delivered with each of our starter sets:
- aerkoi – Starter Set: 3 paper sachets filled with 4g of cleaning powder each. Powders comes in citrus scent.
- aerlaa – Starter Set: 3 paper sachets filled with 4g of cleaning powder each. Powders comes in eucalyptus scent.
- aervue – Starter Set: 3 paper sachets filled with 4g of cleaning powder each. Powders comes with no scent.
- aersoa – Starter Set: 3 paper sachets filled with 8g of cleaning powder each. Powders comes in citrus, herbaceous and woody scent.
Finally, enter your shipping and billing information, and you’re all set. If something changes, don’t worry. You can cancel, pause, or skip your subscription deliveries in your account at any time. Just log into your account at www.theaer.com to make any adjustments.
Will I be charged for cancelling my aer subscription?
No. You can cancel your subscription free of charge. Refill orders are processed on the day of the month that you began your subscription. To cancel your subscription, log into your account on our website and select the subscription you’d like to update. You’ll find the option to “Cancel Subscription” on your account page. If you run into any trouble, please email email@example.com and we’d be more than happy to assist you.
Do I have to sign up for a subscription?
No, of course not! We get that subscriptions aren’t for everyone. That’s why we offer a buy now, one time purchase option on every product. The benefit of a subscription is a maximum convenicen for you for every refill shipment. And you never need to remember to re-order!
How can I pause my aer subscription?
You certainly can pause your subscription for our refills. To do so, sign into your account on our website and select the subscription you want to adjust and choose ‘Pause’ to put your subscription on hold. You will not be charged for any subscription refills while your subscription is on hold.
How much does an aer subscription cost?
A subscription does not cost any additional cost other than the respective price of the product itself. Hence, you are able to enjoy maximum convenience at no additional cost.
When is my card charged?
For all orders with us, your card will be charged when the order is processed. Subscriptions are processed on the day that they’re scheduled to ship.
Which products are available for subscription?
All our refills are available for subscription, including both our home and personal care range.
Are your products cruelty-free?
Yes, we are proud to say we love our furry friends and did not harm them in the making of our products.
Are your products disinfecting or antibacterial?
No, we do not make any disinfectant or antibacterial claims. We do not formulate with the biocides that are often included in antibacterial products because biocides do not meet our standards for health and safety. We strive to make our products optimal for effectiveness as well as human and environmental health.
Our surface cleaners such as our kitchen cleaner aerkoi are formulated to fight grease and grime in order to help keep your surfaces clean. Also, our bathroom cleaner aerlaa does help remove stains from mold and inanimate scum such as soap scum. As you’ll read in our customer reviews, people do seem to find our cleaners very effective!
Moreover, as part of our personal and body care family our hand soap aersoa does help wash away viruses and bacteria. We do include surfactants that reduce surface tension to effectively lift up bacteria and viruses from skin to easily wash them away. In fact, more and more scientific evidence in the midst of this pandemic has been published around the superiority of hand soap vs. hand sanitizers in fighting viruses. This goes as far as the CDC recommending washing hands with soap and water whenever possible over hand sanitizers. The full spectrum of information can be found here: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7301780/
Where can I find the respective ingredients?
You can find ingredients for each of our products on the respective products page by clicking on the „+“ symbol below the product description. A separate window will pop up which shows you a detailed overview of the ingredients we use in our formulations. All our formulations have been designed using non-toxic ingredients. See below for the certifications associated with each product. We only source ingredients that are non-GMO, gluten-free, vegan and cruelty free.
Can I purchase just the powders without any containers?
Of course you can purchase just the powders contained in our compostable sachets if you’d like. On each product page you will have to chance to select the option „refill“, which enables you to specifiy the number of refills you need.
However, in order to leverage all sustainable properties of aer, we recommend you use our reusable and recyclable containers and bottles together with our refill sachets as we specifically designed them for a great consumer experience and for countless refills and resuse.
Can I use aer products if I have a soy or nut allergy?
Are your products pet safe?
We have developed our product without volatile organic compounds (VOCs) so that they are safe for use around your pets and animals.
Are your products pH-balanced?
Yes. Each of our cleaning sprays were developed to be as effective as possible for each of the surfaces you use them on, which means that each cleaner was developed to be optimally balanced in pH levels depending on the surface.
Are your products gluten-free?
Are your products organic?
Are your products vegan?
Our products only use vegan ingredients and are not made from animal byproducts.
How do I create my cleaner and/ or soap?
Making your mix-it-yourself aer products we ship to you is as easy as 1-2-3.
1. Fill your bottle or soap dispenser with warm water
2. Pour in the powder
3. Close the bottle or soap dispenser, shake and off you go!
For a visual guide, please refer to the how to use section on each of our product pages.
How long will one bottle last?
The dissolved solution in our bottles should last you a similar length of time as in a traditional bottle for all of our products. Of course how long each dissolved powder lasts depends on how often you use the product, often dependent on the size of your home and family. If you need more help on identifying which products you should purchase, please provide more information and we’ll do our very best to assist you!
Do I need to use warm water when dissolving the powders?
Using warm water will best minimize how long you need to wait to have your final products. Using cold or hot water is also okay, but we would recommend warm water since in our long lists of tests and studies, it has shown to lead to the best results in terms of product quality.
Does the bottle have to be completely empty before refilling?
We recommend that you finish using the cleaning liquid in your bottle and rinsing it with clean water before creating another bottle of solution with a new powder load. Each refill pack is designed to be dissolved with water to create 500ml of cleaner or 380ml of foaming hand soap and match the exact amount of solution our bottle is designed to hold.
Do I need to shake the bottle for the poweder to dissolve?
How often can a bottle be reused?
Are bottles are meant to be used and refilled forever so you never have to throw them away. Unlike many conventional disposable cleaning or soap bottles, there is no risk of leaching with continued re-use. You can refill your bottle again and again without stretching, tearing, or breaking.