Order processing

Orders are processed within 1-2 business days of payment confirmation. Business days are Monday through Friday, excluding public holidays.

Orders placed by 23:59 (store time) on a business day enter the processing queue that same day. Orders placed after this cut-off, or on weekends and public holidays, are processed on the next business day.

Once your order has been dispatched, you will receive a shipping confirmation email with your tracking number and a link to track your shipment in real time.

Estimated delivery times

All orders include full tracking. Estimated delivery times are calculated from the date of dispatch, not the date of order.

Actual delivery times may vary based on your location, carrier capacity, public holidays, or customs processing. These are estimates, not guarantees.

International shipping, customs, and taxes

AESKA ships internationally. Many of our orders are dispatched directly from our fulfillment partners overseas. Depending on your country and order value, you may be subject to import duties, customs fees, or local taxes upon or after delivery.

Risk of loss and title

For customers outside the EU and EEA: once your order has been handed to the shipping carrier, risk of loss and title to the goods passes to you. If your order is lost or damaged after this point, please contact us and we will assist you in filing a claim with the carrier.

EU and EEA consumers: under EU consumer law, risk of loss does not pass to you until you or a person you have designated takes physical possession of the goods. If your order is lost in transit, the risk remains with us and we will provide a remedy - either a replacement or a full refund.

Carriers and delivery method

Carriers are selected automatically based on your destination and availability. Depending on your location, your order may be delivered to your address directly, your mailbox, or a local pickup point or parcel locker.

If your order is directed to a pickup point, you will receive a notification from the carrier with collection instructions. Please collect your parcel within the carrier's holding period to avoid it being returned.

Please ensure your shipping address is accurate and complete when placing your order. AESKA cannot be responsible for delays or failed deliveries caused by incorrect address information provided at checkout.

Uncollected or returned packages

If a package is returned to us due to an incorrect address, failure to collect from a pickup point, or refusal of delivery, the following applies:

• Return shipping and handling costs incurred may be deducted from any applicable refund
• If you would like the order re-shipped, additional shipping fees will apply and must be paid before re-dispatch

EU and EEA consumers: if you exercise your right of withdrawal within 14 days and the return is due to your decision to cancel (not a fault with the product), the return shipping cost of $6 applies as described in our Return and Refund Policy.

Customs refusal or seizure

If a shipment is refused, held, or seized by customs due to unpaid duties, missing documentation, or local import restrictions, the customer bears full responsibility for any resulting costs. AESKA is not obligated to issue a refund in such cases, though we will review each situation individually and aim to find a fair resolution. To avoid this, verify any import restrictions for your product category before ordering.

Delayed or missing shipments

Tracking updates can pause during international transit, particularly during customs clearance. This is normal and does not necessarily indicate a problem.

If your tracking shows no updates for more than 5 business days, or your estimated delivery window has passed without delivery, contact us at support@aeska.co and we will open an investigation with the carrier.

Carrier investigations can take several business days to resolve. EU and EEA consumers: if your order is confirmed lost, you are entitled to a full refund or replacement regardless of carrier investigation outcomes.

Damaged or defective items

If your order arrives damaged or defective, please contact us at support@aeska.co promptly after delivery and include:

• Your order number
• A description of the issue
• Photos of the damaged or defective item
• Photos of the outer packaging including any visible damage

We will review your claim and arrange a replacement or refund where appropriate.

EU and EEA consumers: you have a statutory 2-year conformity guarantee under EU law. If your product is faulty or not as described, you are entitled to a remedy within this period regardless of when you report it. Australian consumers: your rights under the Australian Consumer Law apply independently of any time limit we set. Please contact us as soon as possible after discovering a defect.

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