FAQ

Question:How do I place my order?
Answer:Ordering online from Airysumer.com is easy! When viewing an item, simply select the size, color and quantity needed and then click ‘ADD TO CART’. Once you have your desired items in your Cart, simply click the ‘CHECKOUT’ button. Next, enter any discount coupon codes that you may want to use to discount the price. Finally, you will be directed to complete the shipping address, shipping method and payment method. A confirmation email will be sent to your registered email address containing the contents of your order!

Question:How do I change/modify my order?
Answer:We can help you modify your order before shipment. It includes changing the size or the color of an item, removing an item, changing your shipping address.However, once your package shipped, we are unable to change anything.We recommend that you contact our customer support to ask for a return after you receive the order.

Question:How do I change my shipping address once my order is placed?
Answer:We can only update your shipping address before shipment.You can contact our Live Chat support for prompt assistance within 1 hour after the order is placed.
To ensure that your package can be properly delivered, please ensure that your address is complete and correct with all information including apartment/suite/room numbers.
Once your package shipped, we will not be able to change the shipping address. And we are unable to cancel an order after shipment. In this case, please keep an eye on the tracking info of your packages, and contact the carrier to modify your shipping address to make sure you can receive your order.

Question:How do I cancel an order?
Answer:There are two types of order cancellations:
1)Cancelling an unpaid order. An unpaid order will be canceled automatically after 24 hours.Or please log into your Airysumer account>> "My Orders" >>"Unpaid" >>"Order detail" and click"Cancel order"button.Your order will be cancelled.
2)Cancelling a paid order.You can contact our customer care team via Live Chat(recommendly)or click the "contact us" button to contact our email support.

Question:Why is my order taking longer to process than normal?
Answer:It typically takes 1-3 days to process your order. If your package exceeds the standard processing period, it's normally due to the fact that a particular item(s) requires a longer processing time.
If you wish to receive the other items in your order ASAP, you may cancel the item(s) for a refund, so the remaining products can be shipped out immediately. You can also contact Customer Service to assist with issuing a separate shipment.

Question:How to check my order status?
Answer: Orders can be checked via"My orders"
Note:On our site, accounts can be registered by customers' email, Facebook account,Google account or App ID, respectively, 4 different accounts. Please find out under which account you made the order, and make sure you log in to the correct account.

Question:Are there any additional fees for customs?
Answer:Orders shipped internationally may be subject to import taxes, customs duties, and fees levied by the destination location. You may contact your local customs office for more information. Note: If you were charged fees, please keep related documents and we can make some compensation accordingly.

Question:Why didn't I receive a confirmed email about my order?
Answer: A confirmation email will be sent within 24 hours after payment is completed.
We recommend you to check your Junk/Spam mail folder as well.
Also, you can check your order status via "My orders"by logging into your account, as we will update an order tracking info there after the order is shipped out.

Question:Why was my order cancelled and refunded?
Answer: We will send you an email notification about order cancellation, it may because:
1. Your order was canceled automatically within 24 hours due to payment timeout.
2. We may cancel your order if we didn't receive the documents using for verifying your payment as mentioned in the previous email.
3. When items of your order are not available, we may cancel your order if we didn't receive your replacement request.
Delivery

Question:Why is there no tracking number update?
Answer:As some packages are shipped internationally, you may not see updates via local couriers until the package is cleared by local customs and entry is granted into your location. If your order is still under the estimated delivery time frame, kindly wait patiently. Once this process has been completed, you will see tracking updates.
If your order has not been updated for a long time and is overdue,you may contact the shipping courier or contact agent for help.

Question:Why does the USPS tracker say that they haven't received my package yet?
Answer:As our packages are shipped internationally, you may not begin to see updates via US shipping companies until the package is cleared by US customs and entry is granted into the location. Once this process has been completed, you will then begin to see updates via the US couriers tracking site.

Question:My tracking information says my package was delivered,but I have not received it.
Answer:Before we move forward, make sure you've checked your mailbox and have asked your neighbors if they received your package by mistake.
For more details, you may contact the shipping company or contact our customer care team.

Question:Why the package hasn't arrive yet?
Answer:Due to global events, flights decreased frequency and the government restricted movement, which will delay the delivery of orders.
For now, Airysumer needs 1-3 days for processing now when total delivery comes into 8-15 days.You can click here to know more details.
We are working around the clock to ensure that there are minimal delays and interruptions of our services, yet within limited resources and capacity, shipping and delivery will take longer time these days.
Return&Exchange

Question:What if I received an item not as described?
Answer: You may check out our Return Policy first, then please contact our Customer Service about which items you want to return with the following information.
1) The order number.
2) The item's name or SKU number or pictures.
3) A description of the problems and clear pictures.
We will process your return request and offer you the right resolution as soon as we can.

Question:What if I received a wrong item?
Answer: We sincerely apologize for the inconvenience! You may contact our customer care team for a refund or a reshipment. Note: The order number is needed. Please also submit photos of the wrong item(s) you received.

Question:Why didn't I receive your response from your customer care team?
Answer: Usually, all questions sent by email will be answered within 24 hours . In particular cases like holidays, it may take up to 48 hours.
Note:1)You may confirm that you have sent the message to our right support email. Please kindly check "contact us"on our website to find out the official support channel.
2)We recommend you to check your Junk/Spam mail folder as well.
Products&Stock

Question:How do I choose my size?
Answer:You can find the most suitable size for yourself according to the 'Size Guide' on the product page.

Question:Where do you ship from?
Answer:Airysumer ships worldwide. We have several warehouses located in Asia, North America, Europe. Typically, we will ship your packages from the nearest warehouse that has your items in stock.

Question:Can I choose my suit top and bottom in different sizes?
Answer: Our clothing-2-pieces are selling with the same size. We currently don't support ordering clothing-2-pieces with a different size.

Question:Why can't I log into my account?
Answer:Please be sure to confirm the correct Airysumer account when signing in. If you originally signed in while utilizing the 'Facebook' or 'Google' buttons, you will need to login via this method only. If you are still unable to login, please click 'Forgot Your Password?' to reset your password.

Question:Why can't I find my order in my account?
Answer:We recommend you to confirm what account you used to make the order,then log into the correct account. Additionally, you can contact our customer service for help.

Question:Why do we sign you up for an online account?
Answer:Registration is necessary for order placing.
Create an account at Airysumer.com to enjoy personalized service:
1. To be the first to know about our latest sales and special events;
2. To know your order information conveniently;
3. Easily make further purchases;
4. Gain a coupon code for first order;

Question:How do I update my email address?
Answer: We apologize that the email address cannot be modified once it is registered. This is related to your account safety.
If you didn't purchase yet, we kindly suggest you register a new Airysumer account.