DELIVERY INFORMATION.
STANDARD DELIVERY – £4.99
- Delivery takes 2-4 WORKING DAYS
- This is a non-signature service
EXPRESS DELIVERY – £7.50
- This is a non-signature service
ORDER BY:
12 PM Monday – Friday for next day delivery
1PM Saturday or Sunday for next day delivery
*Unfortunately, next day delivery is not available to certain post codes: AB, BT, GY, IV, JE, KA28, KW11-17, HS, PH32-35, ZE.
HOW DO I TRACK MY ORDER?
I have Activeairuk ACCOUNT.
- Please Log into your account through the online store, check out the fulfillment status against your recent order. If the order has been fulfilled, click onto the order information & you can find your tracking information there.
I DON’T HAVE ACTIVEAIRUK ACCOUNT
- As soon as your order has been fulfilled, you’ll receive a shipping confirmation email titled “Your order is on the way”. You will then be able to track your order through the tracking link on the email. If you haven’t received an email yet, not to worry! We’re working on getting this to you ASAP.
I HAVE RECEIVED WRONG ITEM?
- In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
- Your order number.
- The name of the item you did not receive.
- The name of the item you received in its place.
- A clear photograph of the item you have received, including logo
Once we’ve received the above info, our Customer Support team will get this sorted for you ASAP!
You may be asked to return the incorrect item back to us through our returns process. See our How do I return my items? page, if you’re not sure how to do this.
ALL CLAIMS FOR ORDERS ARRIVING WITH AN INCORRECT ITEM MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.
I AM MISSING AN ITEM FROM MY ORDER?
In the unlikely event you are missing an item from your order, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
- Your order number
- The name of the item you did not receive
Once we’ve received the above info, our Customer Support team will get this sorted for you ASAP!
ALL CLAIMS FOR ORDERS ARRIVING WITH MISSING ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.
I WANT TO CHANGE MY ORDER?
We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:
- Changing the item or size
- Delivery/billing address
- Adding items to your order
- Shipping method
There is a 15-minute window where you can cancel your order by locating the order in your account section and hitting the ‘cancel order’ button.
After 15-minutes, it is too late to cancel the order via the portal and you’ll have to wait for the delivery. Upon receipt of the order, you can follow our returns process if you do not want the order. To start the returns process, click HERE.
If you don’t have a customer account, we’re unable to cancel the order for you.
*IF YOU INPUT THE INCORRECT ADDRESS AT CHECKOUT, WE CAN NOT BE HELD ACCOUNTABLE IF THE ORDER GOES MISSING. WE ARE NOT LIABLE TO REFUND/REPLACE THIS ORDER.
WHAT IS A SPLIT SHIPMENT?
We will always try to get your order to you in the most efficient and sustainable way possible. However, on occasions, there is a possibility that your order may come in MORE THAN ONE SHIPMENT due to stock availability and your items having to be picked from different places.
This means that your items WON’T NECESSARILY BE SHIPPED AT THE SAME TIME and you may receive an email advising that ‘Some items in your order are on the way’. If this happens please don’t worry, the remainder of the items in your order will arrive shortly afterwards.
This is completely normal and there is no need to contact our support team on this occasion. However, if you experience significant delays we will, of course, be there to help.
You can also keep an eye on the status of your orders by accessing your ACTIVEAIRUK account page. To access your account, click on the on the small country flag and select the store that you purchased on. Make sure that you select the correct store as your login is unique to that store and won’t work on any others.
If you order has been a split shipment, you will see the status of your order as ‘PARTIALLY FULFILLED’.
CUSTOMS & IMPORT FEES?
CUSTOMS DUTY EXPLAINED?
ACTIVEAIRUK products you buy – can’t simply be shipped freely from country to country. When goods are imported into a different country or customs territory, there is a charge called Customs Duty that must apply. This is charged by the local customs authority where the goods are being imported into.
If Customs Duty is payable to your territory, you’ll be responsible for paying it to the authorities, so ACTIVEAIRUK isn’t involved in this process. Whether Customs Duty is payable, and by how much, depends on a whole lot of different things. For example, many countries have a ‘low value threshold’ below which they do not charge any Customs Duty.
If you do have to pay Customs Duty though, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.
COUNTRIES YOU WON’T NEED TO PAY CUSTOMS DUTY FOR:
UNITED KINGDOM
WHAT IF I DON’T PAY THE CUSTOMS DUTY?
If, for whatever reason, you refuse the customs fee and the parcel is returned back to ACTIVEAIRUK, a shipping and handling fee may be deducted from your refund. If you’re still unsure on whether you’ll be subject to customs fees, we recommend contacting your local customs office for more info before placing your order!
WHAT IS SALES TAX?
Sales Tax – also known as VAT or GST depending on where you live – is a tax charged on the supply of goods or services.
COVID-19
CAN I STILL PURCHASE FROM YOUR WEBSITE?
Yes! We’re currently still able to accept orders and ship internationally. We’d recommend ordering to addresses that you know you’ll be able to access, such as your home, as opposed to business addresses that may have restricted access.
ARE YOU SHIPPING AS NORMAL?
Yes! we’ve received your order & are working as quickly as we can to dispatch it, without compromising the safety of our team.
In the unlikely instance there is a potential delay with your order, we’ll let you know using the email address that you enter at checkout.
CAN I CHANGE MY DELIVERY ADDRESS?
We understand that you may need to amend your delivery address, and some couriers have a self-service option that allows you to do this.
If this option is available to you, it’ll be included in the tracking information sent to you when your order is dispatched. If the option isn’t available on your tracking link, then the courier doesn’t offer the ability to amend the delivery address.
Unfortunately, the ACTIVEAIRUK Support Team aren’t able to amend the delivery address of your order once it’s been placed.
WHAT IF I’M NOT THERE TO RECEIVE MY PACKAGE?
If you can’t change your delivery address, and no one else can accept the delivery, it will be returned to us and you’ll be refunded the amount less £4.00 admin fee and delivery charges.
In some instances, the courier may leave your order in a safe place at the address.
HOW LONG DO I HAVE TO RETURN?
Our returns policy is 30 days to give everyone plenty of time to return items to us at a convenient time. Please check and follow any restrictions set by your local government, which may reduce the operating systems and hours of your local drop-off points.
CONTACT US
HOW CAN I CONTACT YOU?
Hopefully, you’ll find the answer you need from the comprehensive FAQ’s we have prepared for you, but if you need a further help please send us a email through the contact us link on the website, or simply send an email to support@activeairuk.com
Please only send ONE MESSAGE AT A TIME. Don’t worry, our team will be in contact as quickly as we can.
*Please also get in touch through ONLY ONE method of contact as contacting through multiple channels for the same query may delay response times for you and other customers.
WHY ACTIVEAIRUK DOSN’T HAVE A PHONE NUMBER?
ActiveareUK does not have a call centre and we’re not set up to handle high volumes of phone calls.
The ActiveairUK brand was built online, including our customer support.
Although you may receive an automated response every once in a while, all channels are manned by human staff who are eager to help you out, quickly and efficiently.
HOW DO I CONTACT ACTIVEAIRUK BY EMAIL?
Should you like to email us, please contact the following: support@activeairuk.com
You can expect a reply within 72 hours, except during busy sale periods, which may take slightly longer.
WHAT INFORMATION DO I NEED TO PROVIDE YOU?
Be sure to INCLUDE AS MUCH INFORMATION AS POSSIBLE e.g./ order number (ACTIVEAIRUK account number), email address, pictures, etc. This will allow us to answer any questions you have as quickly as possible.
WHAT IS OUR RETURN POLICY
Products must be returned within 30 days of receiving your online order
Exchanges are free, but must be done WITHIN 30 DAYS OF RECEIVING YOUR ORDER. Exchanges via Happy Returns can also only be made for A DIFFERENT SIZE OF THE SAME ITEM, not a completely different item.
WHAT ITEMS CAN I RETURN?
- If an item is marked as Final Sale, this item is non-returnable.
- Items that are sealed in their original packaging.
- Swimwear or underwear can’t be returned for hygiene reasons.
- All Bottles are non-returnable due to hygiene reasons.
- Personalized items can’t be returned
* Please note that returns registered separately CANNOT BE RETURNED IN ONE PACKAGE, even if they are from the same order. Combining the returns into the same package will slow down the refund process!
* Please also note that in order to receive a full refund, all items must be returned to us UNWORN/UNUSED and in the same condition you received them with their original packaging. If an item is returned to us damaged, worn or in an unsuitable condition, we won’t be able to give you a refund. All items are inspected on return.
HAVE YOU RECEIVED MY RETURN YET?
Depending on the country you’re from & the returns courier you choose when returning your item(s), delivery times back to our warehouse can vary.
WHEN WILL I GET MY REFUND?
Due to increased volume there may be ADDITIONAL DELAYS IN YOUR REFUND BEING PROCESSED.
- We only offer refunds onto the original payment method used to make the order.
- For purchases made by part-card, part-gift card, the refund will be applied to the gift card first.
- Subject to the delays referred to above, refunds will be actioned within 7 days from the date we receive your order back to our warehouse. Please note it can take up to an additional 5 days for your refund to appear in your account once processed.
I’VE SENT A NON-ACTIVEAIRUK ITEM BACK TO YOU, WHAT DO I DO?
Anything accidentally or incorrectly returned our way (that’s not a Activeairuk item) will be the responsibility of the sender, not Activeairuk.
We’ll always do our very best to help out, but unfortunately can’t make any promises!
RECEIVED A FAULTY ITEM
We’re sorry to hear you have received a faulty item!
Please send our Customer Support Team the following info:
- Your Order Number
- Item Name
- Photos that show:
- The fault as clearly as possible
- Full-length photo of the item
- The ACTIVEAIRUK logo and label
Don’t worry about sending your faulty item back to us, just keep hold of it until you’ve been in touch.
HOW DO I RETURN MY ITEM
You have up to 30 days to start a return from the moment your ACTIVEAIRUK order is delivered.
To start the returns process please use the website:
- Go to our RETURNS PAGE
- Enter your order number (e.g. ACTIVEAIRUK AC NO) and shipping postal (zip) code OR email address. Please enter everything exactly as it appears on your order confirmation.
- Remember to include at the start of your order number!
- Select which item(s) you are returning and why.
- Confirm your original delivery information (amend if needed).
- Select the method you’ll be returning your order.
Don’t worry if you’re not being asked to print a returns label, some couriers don’t need this.
Items registered separately or from different orders cannot be returned within the same package, as combining orders/registered returns will slow down the refund process!
Please keep hold of any proof of postage until you have been refunded correctly, in case you need this at a later date.
In the unlikely event you have received a faulty item, check out our ‘Received a faulty item?’ in FAQ’s.
Please don’t return any damaged goods unless you’re told to by a member of our support team. If you do this, it will delay us resolving your issue.
CAN I EXCHANGE MY ITEM
Exchanges must be done WITHIN 30 DAYS OF RECEIVING YOUR ORDER. Exchanges can be made for A DIFFERENT SIZE OF THE SAME ITEM, not a completely different item.
You will send the item back to us at your expense. Once we have received the item we will dispatch you the replacement.
Start your exchange HERE.
RETURNS INFORMATION
Below are the options you have for returning/exchanging items that have been purchased on our online store.
- You’ll need your ACTIVEAIRUK ORDER NUMBER,
- You’ll need your EMAIL ADDRESS
- Printer less options available
- It can take UP TO 8 DAYS for your order to be returned to our warehouse.
- It can then take up to a further 7 days from the date we receive your order back to our warehouse, for your order to be refunded.
- Once your refund is processed, it may take up to 5 business days for it to clear with your bank.
- Please note if you opt for an EXCHANGE, stock is not immediately reserved and it is possible that the item/s that you requested are no longer available when you mail your package. If this is the case, you will be refunded for the item/s back to your original payment method and an email confirmation sent to you.
- The exchange will always be sent to the same address as the original order.
- Any refund has to be processed to the original payment method.
I STILL HAVEN’T RECEIVED MY REFUND
Depending on the country you’re from & the returns courier you choose when returning your item(s), delivery times back to our warehouse can vary, so please bear this in mind before contacting our team.
*Please note that once your items have been RECEIVED BY THE WAREHOUSE, it can take up to 7 days for your order to be processed and your refund to be actioned.
It can then take 5 days for your refund to appear in your account after the refund has been processed.
If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund.
But if you need to get in touch with Customer Support about your return, please include in your message:
- Proof of postage (like a receipt)
- The tracking number
- Your order number
We’ll then get back to you as soon as we can!
I HAVE NOT RECEIVED RETURN FORM WITH MY ORDER
We’re super conscious of impact on our planet and its people. As part of our ongoing sustainability efforts, we’re creating positive changes today to help push for a better tomorrow. These include the removal of returns cards from ACTIVEAIRUK orders.
It just makes sense to remove these forms from all ACTIVEAIRUK orders, with the aim to carry this out across all other countries.
As well as working on more printless options, we’re always striving to do the right thing and improve our impact on the world around us.
ITEMS CAME WITH NO SWING TAG
As part of our efforts to create positive changes today for a better tomorrow, we’re looking closely at our sustainability. This includes a process to begin removing the swing tags from our items.
You’ll see in the product descriptions if an item will arrive without a tag. Instead of a tag, you’ll see a label sewn next to the care label. This is so we can scan the item back should it be returned to us.
Removing swing tags is just one step, alongside removing returns cards from our orders and providing more printless options, in striving to do the right thing and improve our impact on the world around us.
SIZE GUIDE
TECHNICAL SUPPORT
ACCESSING MY ACTIVEAIRUK ACCOUNT
GETTING AN ERROR MESSAGE TRYING TO LOG INTO YOUR ACCOUNT? Please check the following:
- Check you’re using the same email address you used to sign up
- Have you just forgotten your password? Follow this link to reset your password
If you are still having issues, get in touch with support and we’ll look into it a little further for you!
DELETING MY ACTIVEAIRUK ACCOUNT
WANT TO DELETE YOUR ACTIVEAIRUK ACCOUNT? NO PROBLEM!
If you want to delete your ACTIVEAIRUK account, just click the ‘DELETE MY ACCOUNT’ button below.
It can take up to 30 days to process your request, but please be aware that once this request has been made you may lose access to your account immediately.
DELETING YOUR ACCOUNT MEANS:
- You will not be able to log into your account on the ACTIVEAIRUK Website.
- All order history from the ACTIVEAIRUK Website (if you’ve shopped with us previously) will be deleted.
If you’re okay with this, click ‘DELETE MY ACCOUNT‘ below to complete our ID verification process; we need to verify that we are speaking to the account holder as this helps us to protect your personal information. Only you (or if you are unable, someone acting on your behalf) has the right to ask for your personal information to be deleted.
Our team will then action your request as soon as possible and will update you as soon as this request has been actioned! This can take up to 30 calendar days to be actioned, but we will aim to complete your request as soon as possible.
DELETING YOUR ACCOUNT DOES NOT MEAN:
That we will delete all of the information we hold about you.
We wanted to make sure that you understand that the right of deletion is not an absolute right; this means that even where you have asked us to delete your personal information, we may need to keep it for the following reasons:
- where your information is still necessary for the purposes for which we collected it, for example we need it to comply with our contractual obligations to you relating to the purchase of our products;
- we must keep it so that we can comply with our legal obligations, for example information relating to your purchases must be kept so that we are able to comply with our statutory audit requirements and for tax purposes, and we will need to keep some of your information to demonstrate our compliance with our legal obligations in relation to this request; or
- we need it to establish, exercise or defend legal claims.
If you still want to delete your ACTIVEAIRUK account, just click the ‘DELETE MY ACCOUNT’ button below.
If you want to know more about your rights in relation to your personal information, please click HERE
PLATFORMS
You can access ACTIVEAIRUK website through computer, laptop, all mobile phones including Apple and Androids.
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