While we strive for prompt delivery, external factors may occasionally cause delays, before contacting us please ensure the following steps have been taken:
Verify Details: Confirm your delivery address and check for courier notifications (SMS/Email/Cards).
Search Premises: Check mailboxes and "safe places" around your property or with building management.
Monitor Tracking: Statuses may remain static between milestones; please allow five business days of no movement before reaching out.
Incorrect or Damaged Items: Should your order arrive damaged or incorrect, please contact us for an investigation. To resolve this efficiently, please provide:
- Your Order Number
- A clear photo of all items received in a single image
- Important Considerations
Exclusions: Our refund and replacement policy applies exclusively to aesop.ch orders. For store or third-party purchases, please contact the original point of sale.