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FAQ
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HOW CAN I PLACE AN ORDER ON AW LAB?
On our site, collection items are divided by brand, type (men's/ women's/ kids), collections and type (shoes, clothing and accessories).
You can filter the page by brand, color, price, collection, size, and order items by different criteria (Recommended, New, Price ascending, Price descending, Bestsellers).
You can search through the main menu, choose brand, gender, 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, prepaid rechargeable card, or via PayPal.
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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 our FORM.
You'll find us active Mondays to Fridays from 2.00 pm to 6.00 pm.
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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, you may return the items purchased no later than 30 days from the date of receipt of goods. Click here, to find out more.
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WHERE CAN I HAVE MY ORDER SHIPPED?
You can choose to ship your order:
• Straight home by UPS express courier for €10.00, or €7.00 for orders over €69.99
For all details about shipment, please visit the dedicated section of the website (More Information).
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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.
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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 references to schedule a second delivery or to agree on the withdrawal in the deposit of competence
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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 return procedures, consult the dedicated section on(https://en.aw-lab.com/return-procedures.html) or the Terms and Conditions (https://en.aw-lab.com/awlab-terms.html).
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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 (https://en.aw-lab.com/awlab-contact-us.html) or your bank.
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CAN I EXCHANGE AN ITEM?
We're sorry, but it's not possible to exchange items.
However, goods may be returned within 30 days from the date of receipt.
For return procedures, consult the dedicated section here.
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DAMAGED OR DEFECTIVE PRODUCT?
Do you think there is something wrong with the product you purchased?
Contact us here (https://en.aw-lab.com/awlab-contact-us.html) from Monday to Friday from 2:00 pm to 6:00 pm and follow the directions of our Customer Service.
Remember that you can return defective or damaged products within 2 years from the date of delivery of the order or the date of purchase.
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.