Where is AAA located and operated from?
Our head office is located in Switzerland (Route de Crans 81, 1978 Lens). We produce our goods globally but it is our intention to produce 100% locally in Europe by 2023. We ship our products from Portugal and Switzerland.
How long will it take to receive my order?
Our products typically ship within 1 - 2 business days (Mon-Fri). Subsequently, shipping times are dependent upon location. Check our General terms and conditions for more information on when to expect your package.
Specific products marked as “Ready for shipment in 1-3 weeks” can in exceptional cases have a delivery time of up to 4 weeks. We always inform you about the expected delivery date. Please be assured that we are doing our best to dispatch orders promptly.
What delivery methods do you offer?
Currently, we only offer standard delivery. Express shipping options are planned and will be rolled out shortly. We will keep you informed!
How much does shipping cost?
For each order, we charge a flat rate of 10 CHF. For order values above 100 CHF, your order is free of shipping costs within Switzerland.
When shipping abroad, a flat shipping fee of 25 CHF will be applied for packages not heavier than 2kg. In case your parcel is heavier we will contact you before approving your order. For orders above 250 CHF there will be no shipping costs at all.
Do you ship globally?
We do ship internationally! You can look at our rates and policy here.
Do I have to pay customs and import tax?
International orders may be subject to import duties and taxes upon receipt of the package in the destination country. The customer is responsible for any customs duties that may be applied to the shipment. Unfortunately, AAA has no control over these charges. AAA is not responsible for any actions taken by customs or the chosen package delivery service. For orders outside of Switzerland VAT can be removed.
What happens if I am not at home at the time of delivery?
In this case, you will receive a message to arrange another delivery date or to collect the parcel yourself (it depends on your local delivery regulations). It will be ensured that you receive your parcel.
How do I know if my order has shipped? Can I track it?
Once your order ships, you’ll receive a separate E-Mail containing a confirmation message and possibly a tracking number. Sometimes this E-Mail gets sorted into spam or promotions folders, so please make sure to check these as well. Otherwise please do not hesitate to get into touch with us via email@example.com
How do I find the right size?
On each product page we offer an accurate size chart. Furthermore, we indicate the dimensions of the model wearing our products. If you have any doubts, please get in touch with our customer service which will be happy to help.
Can I modify my order after placing it?
We strive to process orders as quickly as possible. However, we will try our best to accommodate any order changes. The quickest way to get hold of us is by sending a message to firstname.lastname@example.org. Please include your order number and let us know which changes you are looking for. We will inform you, as quickly as possible, whether we can fulfil your request.
What payment methods do you accept?
Currently we accept all common credit cards.
Do you have any discount codes available?
From time to time we offer discount codes and will inform our customers via E-Mail, Social Media and on the website. We suggest signing up to our Social Media channels & Newsletter to stay informed.
I never received a confirmation E-Mail. What should I do?
Please get in touch with our customer service team at email@example.com and we will put things in order together with you.
Returns & Exchanges
If I don't like my products can I return or exchange them?
We have a 10 day return policy which means you have 10 calendar days after receiving your item to request a return/refund. To be eligible for a return/refund, your item must be in the same condition as you received it. To initiate a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we will send you an E-Mail confirmation with all relevant information.
We do not take back hygiene articles (e.g. underwear, bikinis, swim shorts or socks) for obvious reasons.
Is there a fee for returning?
In case of a return the shipping costs will have to be covered by the buyer. In case of an exchange, it is us the seller who covers the delivery expenses.
When will I receive my refund?
We need some time to process your refund. However, a refund should normally be issued within 14 working days.
My package arrived damaged, what should I do?
Please get in touch with our customer service team at email@example.com and we will organize a replacement or a refund for you.
What is AAA’s Warranty Policy?
The warranty for goods complies with the generally accepted standards and is valid for 12 months if a longer or shorter warranty period is not expressly stated on the delivered goods. Damaged goods must be reported in writing within 5 days after delivery or after the occurrence of the damage, otherwise the warranty claim expires. The warranty claim is valid from the date of delivery. It expires in case of improper use or natural wear. Alaïa Alpine Adventure reserves the right to decide individually in the event of a warranty.
Do you use sustainable materials to make your products?
We use organic or recycled cotton for our products. Furthermore, we use recycled polyester to keep our footprint as low as possible. We plan to use European resources and alternative fibers in a close future.
What are AAA’s ethical standards?
Our brand is based on three principles: sustainability, inclusion, and people-focus. Beyond investing in resourceful materials, we innovate and thrive by applying creative solutions to deliver sustainable products and services. The intricate morality of our DNA compels us to be an inclusive community, driven by the human qualities and talents that surround us.
Where are your products produced?
Right now, we produce our products in Bangladesh under the GOTS Certificate. It is our goal to produce locally in Europe by 2023. We will keep you informed.
What is unique about your products?
The products we commercialize are part of a concept born from the desire to unify the passion for board sports and nature. Besides the elegant aesthetics and unique patterns, the collaborations with some of the great names in the industry are the means to grow into a like-minded inclusive community.