Shipping policy

Shipping & Delivery Policy

Last Updated: 16/05/2026
Store: Aerion
Website: https://useaerion.com
Legal entity: SELLFIX SOLUTIONS LTD trading as Aerion
Company number: 15489469
Registered office: 128 City Road, London, United Kingdom, EC1V 2NX
VAT: GB503577301
Customer support: hello@useaerion.com
General enquiries: info@useaerion.com
Phone: +44 7859 965255

1. Dispatch, Free Shipping & Tracked Delivery

We aim to dispatch orders within 1 business day from our warehouse. In some cases, orders may be dispatched on the same day.

  • Shipping cost: We offer free shipping to all countries listed in this policy.
  • Tracking: All orders are shipped with tracked delivery where available.
  • Dispatch confirmation: You will receive a shipping confirmation email with your tracking link once your order has been dispatched.
  • Business days: Business days exclude Sundays and public holidays.

2. Countries We Ship To

We currently ship to the United Kingdom, United States, Canada, Australia, New Zealand, United Arab Emirates and all European Union countries.

European Union countries include: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

If your country is available at checkout, we can ship to you.

3. Estimated Delivery Times

Delivery estimates begin once your order has been dispatched.

  • Handling time: 1 business day, sometimes same day
  • United Kingdom: 5 to 7 business days
  • European Union: 5 to 7 business days
  • United States: 5 to 7 business days
  • Canada: 5 to 7 business days
  • Australia: 5 to 7 business days
  • New Zealand: 5 to 7 business days
  • United Arab Emirates: 5 to 7 business days

Please note that delivery times are estimates only and may occasionally vary due to peak periods, public holidays, severe weather, courier disruption, customs processing or local delivery delays.

4. Taxes & Customs Included

For the countries we ship to, the price shown at checkout includes applicable taxes and customs charges where supported by our shipping service.

This means you should not normally be asked to pay additional import fees when your order arrives.

If you are unexpectedly asked to pay import charges, please contact us at hello@useaerion.com with your order number and a photo or screenshot of the charge request or receipt. We will review the case and help where appropriate.

5. Phone Number For Customs & Courier Contact

We strongly recommend adding a valid phone number at checkout.

Some customs authorities and local couriers may require a phone number to contact you about delivery, customs clearance or address confirmation. If a phone number is not provided and the courier cannot complete delivery, this may cause delays or return of the parcel.

6. Customs ID Requirements For Certain Countries

For some countries, including Spain, Italy, Portugal and certain other European destinations, local customs or carriers may request a Tax ID, personal ID number or similar information before releasing a parcel.

  • Customer action required: If the courier or customs authority contacts you, you must provide the requested information so your parcel can be released.
  • If not provided: If a parcel is delayed, returned or charged extra non recoverable costs because the requested information was not provided, we may deduct the actual direct costs charged to us from any refund, where permitted by applicable law.

7. Address Accuracy

Please make sure your shipping address is complete and correct before placing your order.

  • Customer responsibility: The customer is responsible for entering the correct delivery address, including house number, apartment number, postcode, region and country.
  • Wrong or incomplete address: If a parcel is delayed, lost, returned or delivered incorrectly because the address entered at checkout was wrong or incomplete, we are not responsible for the delivery issue.
  • Returned parcels: If the parcel is returned to us due to an incorrect address, failed delivery, refusal, or failure to collect, we may deduct a shipping and handling fee from any refund.
  • Shipping fee deduction: The shipping fee deduction is 8 USD or the equivalent amount converted into your order currency using the exchange rate available on the day the refund is processed.
  • Reshipping: If you would like the parcel sent again, a reshipping fee may apply.

8. Delivery Attempts, Collection Points & Failed Delivery

Local couriers may attempt delivery more than once or leave the parcel at a local collection point, parcel shop, pickup point or post office.

  • If the courier leaves a delivery notice or tracking update, it is the customer’s responsibility to follow the instructions and collect the parcel within the courier’s holding period.
  • If a parcel is returned because it was not collected, refused, or the courier could not complete delivery, we may deduct the direct shipping and return costs from any refund, where permitted by applicable law.

9. Delivered Parcels

If tracking shows your parcel has been delivered but you cannot locate it, please contact us within 7 days at hello@useaerion.com.

Before contacting us, please check:

  • Safe places around your property
  • Neighbours
  • Building reception or concierge
  • Parcel lockers or collection points
  • Any delivery photo or delivery note from the courier

We may open an investigation with the courier and request delivery confirmation, proof of delivery, GPS delivery scan, delivery photo, courier notes or signature details where available.

If the courier confirms delivery to the address, safe place, neighbour, reception or collection location shown in the tracking, the parcel will usually be treated as delivered.

10. Lost In Transit

If tracking has not updated for an extended period, please contact us at hello@useaerion.com and we will review the shipment with the courier.

A parcel will only be treated as lost in transit after 45 calendar days from dispatch, unless the courier officially confirms the parcel is lost before then.

If a parcel is confirmed lost in transit, we will offer a replacement or refund in line with your statutory rights and our store policies.

11. Order Changes & Cancellations

If you need to change or cancel your order, contact us as soon as possible at hello@useaerion.com.

We cannot guarantee changes or cancellations once an order has entered processing, has been packed, or has been dispatched.

12. Refused Deliveries

If a parcel is refused at delivery or returned to us because the customer no longer wants the order, we may deduct the original shipping cost, return shipping cost and any non recoverable courier charges from any refund, where permitted by applicable law.

13. Contact Us

If you have a question about delivery, tracking or customs, contact us at:

Customer support: hello@useaerion.com
General enquiries: info@useaerion.com
Phone: +44 7859 965255

Nothing in this policy affects your statutory rights under applicable consumer law.