Frequently Asked Questions (FAQs)

Orders & Shipping

How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to monitor your parcel’s progress. Please allow a few hours for the tracking information to become active on the courier’s website.

What are your shipping options and costs?
We offer a range of shipping options to suit your needs. Standard shipping is complimentary on all orders. For faster delivery, we provide express and courier services at an additional cost. All delivery options and applicable charges will be clearly displayed at checkout before you complete your purchase.

Do you ship internationally?
Yes, we deliver to a wide range of countries worldwide. The list of available destinations will be shown during the checkout process. Please note that international shipments may be subject to customs duties and import taxes, which are the responsibility of the recipient.

Returns & Exchanges

What is your returns policy?
We want you to be completely happy with your purchase. You may return any unworn, unwashed, and undamaged items with the original tags attached within 28 days of receipt for a full refund to your original payment method. Sale items may have different terms, so please check the specific policy at the time of purchase.

How do I return an item?
To initiate a return, please log in to your account on our website, navigate to your order history, and select the items you wish to return. Follow the instructions to generate a returns authorization and a prepaid shipping label. Pack the items securely in their original packaging and attach the label.

How long will it take to process my return?
Once we receive your returned package, please allow up to 10 business days for us to process it. You will receive an email confirmation as soon as your refund has been issued. The time it takes for the refund to be reflected in your account will depend on your bank or card issuer’s policies.

Product & Care

How can I tell if a product is authentic?
We guarantee the authenticity and quality of every item. Our products are sourced directly from brands and authorized distributors. Each item comes with its original packaging and tags.

How should I care for my item?
Care instructions are specific to each material. Please refer to the care label attached to your garment for the most accurate guidance. For general advice on maintaining the quality of your pieces, you can find comprehensive care guides on our website at theaethelline.com.

My item has a fault, what should I do?
We sincerely apologize if a product you received is not perfect. Please contact our Customer Care team immediately. We will gladly assist you with a return and replacement or refund for any item deemed to have a manufacturing fault.

Account & Technical

How do I create an account?
You can create an account by clicking the “My Account” icon in the top corner of our website. You will be prompted to enter your details. Having an account allows you to track orders, save your preferences, and checkout faster.

I’ve forgotten my password, what should I do?
Click on the “My Account” icon and select “Forgot your password?”. Enter the email address associated with your account, and we will send you a link to reset your password securely.

The website is not working correctly, what can I do?
We recommend trying the following steps: clear your browser’s cache and cookies, ensure you are using the latest version of your browser, and try accessing the site from a different browser or device. If the issue persists, please reach out to us for further assistance.

Payments & Security

What payment methods do you accept?
We accept all major credit and debit cards, including Visa, Mastercard, and American Express. We also offer payment through various secure third-party gateways.

Is it safe to use my credit card on your site?
Absolutely. We use industry-standard SSL (Secure Sockets Layer) encryption technology to protect your personal and payment information during transmission. Your data is safeguarded and processed in a secure environment.