Write to support@aismartora.shop. We read messages Monday to Friday and aim to reply within one working day. Messages sent over a weekend or a UK public holiday are answered on the next working day.
What to include
- About an order: the order number from your confirmation email, and the item you are asking about.
- Returning something: the order number and the reason — we will send you the return address and instructions by reply.
- Cancelling: the order number and a clear statement that you are cancelling. See cancelling an order.
- Something arrived damaged or not as described: the order number and a photograph, if you can.
Complaints
If something has gone wrong and our first reply has not fixed it, say so in the same email thread and ask for it to be escalated. We will give you a final written answer within eight weeks of the date you first complained. If you are not satisfied with that answer, you may be able to take the matter to a certified alternative dispute resolution provider; we will tell you in our final answer whether that route is open and which provider applies.
Before you write
Delivery timings are on the shipping and delivery page, the returns window and process are on the returns and refunds page, and measurements are in the size guide.
Still need a hand?
Email us and a person will read it. We answer Monday to Friday and aim to reply within one working day.