FAQ

Quick answers to the questions we get most. The full rules are in our Shipping policy, Refund policy and Cancellation policy.

Orders and shipping

How long does shipping take?

We get your order ready in 1 to 2 business days. After it ships, it usually arrives in 5 to 15 business days. Shipping is free on every order.

How do I track my order?

Go to Track Your Order and enter your order number and email, or your tracking number. Your shipping email also has a tracking link. Tracking can take up to 48 hours to show. You can also see your orders in the Aida app.

My order has not arrived. What do I do?

Contact us if your tracking has not changed for more than 5 days, or if it has been more than 15 business days since your order shipped. We check with the carrier. If your package is lost, we send a new one or refund you.

Can I change or cancel my order?

To change the size, color, number of items or address, contact us within 24 hours of buying.

To cancel, contact us before your order ships. Within 24 hours of buying, you get all your money back, shipping too. After 24 hours, you get your money back minus a 20% cancel fee. Once your order ships, you can't cancel it, but you can swap the size or return it.

Sizes, returns and refunds

It doesn't fit. Can I get another size?

Yes, for free. Contact us within 30 days of delivery. Tell us your order number and the size you need. We send the new size, and you keep the first one. You get one free size swap per order.

I changed my mind. Can I get a refund?

Yes. Contact us within 30 days of delivery. You can keep the item, and we refund what you paid minus a 20% return fee. You can also send back unworn items with their tags. The same fee applies, and you pay to send them back.

Can I send back underwear or shapewear I wore?

No. To keep things clean, we don't take these back once worn or opened. Keep it, and we refund what you paid minus the 20% return fee. If the problem is the size, we send you another size for free instead.

My item is damaged, wrong or missing.

Contact us within 7 days of delivery. Send your order number and a photo of the item and the package. You choose a free new item or a refund. You don't need to send anything back.

How long does a refund take?

We send your refund within 10 business days after we approve it. It goes back to the card or account you paid with. Your bank can take a few more days.

Subscriptions and VIP Club

How do I cancel, pause or skip my subscription?

Go to Manage Your Subscription. You can also contact us with your order number or the email you used at checkout. Do it at least 48 hours before your next bill.

I was charged for an order I meant to cancel.

The Aida app

How do I get the Aida app?

Go to Get the App. On a phone, tap the button. On a computer, scan the QR code with your phone.

My orders or VIP Club don't show in the app.

Sign in with the email from your order. Tap Continue with email and type that email. If you used another email, or Apple's Hide My Email, your orders don't show.

Still need help?

Email support@officialaidastore.com or go to Contact Us. Tell us your order number, and we reply as soon as we can.