We have set out our answers to the most frequently asked questions below. If you cannot find the information you need, please contact us.
Please also refer to our terms and conditions.
Questions about a product
The product/size I want is not showing
We do not show products on the site that are not currently available. Where a size is not currently available, this will be indicated next to the size. We get frequent deliveries of stock. Please select the sales department on the contact us page to find out if the product is due in soon. top of page
I need more information about a product
On each product page, you will find a description of the product, and its relevant features. If you would like any additional information, please select the sales department on the contact us page. top of page
Are all the items I can see on the site available to buy?
All of the items you see are available to buy. If a particular size is not available, this information will show when you select the size. Occasionally if we have strong demand for a particular product we may not have sufficient stock to fulfil your order. If this happens we will send you an email suggesting an alternative item. You may cancel your order if you wish. top of page
Questions about payment
What cards do you accept?
We accept Visa, Mastercard, Maestro, Delta, and Electron. We don"t accept cheques, Switch, Solo, or Diners cards. top of page
What currencies can I pay in?
We accept payments in both Euro ()and Sterling () . top of page
Is it safe to order online?
We realise how important it is to securely store any information that you provide, so we maintain the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously. You can tell whether a page is secure as "https" will replace the "http" at the front of the www.theairlineshop.com in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window. top of page
I have a voucher code. How do I use it?
When you get to the checkout page, insert the voucher code in the Promotional Code field. Only one voucher may be redeemed per order and there is a maximum of one voucher per person for a particular promotion. A minimum purchase price (inclusive of VAT) may be specified in the voucher. The voucher is redeemable on or before the expiry date specified in the voucher and may not be exchanged for cash. top of page
Questions about delivery
How much is your delivery charge?
Delivery charges are determined by package weight and dimensions with a minimum charge of 4.95 / 7.45. top of page
How long will it take for my order to arrive?
We aim to despatch orders within 72 hours but please allow up to 28 days for delivery. top of page
Can I have the goods delivered to someone else?
When you register, fill in the appropriate "ship to" address in your account details. If you want to change the delivery address after you have created your account, go to your address book. Add your new delivery address here. When you get to checkout click on "change address" under the delivery address and select the appropriate address. If your order has already been placed please follow the procedure in Can I change my order. We cannot guarantee that we will be able to change the delivery address after an order is placed. top of page
Can you leave my delivery with a neighbour/in the garden?
Unfortunately not. If you are not in, the courier will leave a note telling you where you can collect your parcel. top of page
Do you deliver outside the UK?
Yes we do. We accept orders from all destinations within the EU. top of page
I am having problems using the site
My login details/password don"t work
Go to my account. In the Returning Customer box, click on "Password Forgotten". The system will automatically send you a new password to the email address that you gave when you registered. If you are still having problems, please select the support department on the contact us page. top of page
Other problems with the website
If you are having any other issues with the website, please select the feedback department on the contact us page. It is very helpful for us if you provide the following information:
- Your operating system (eg Windows XP, Mac OS 9.0)
- Internet browser (Internet Explorer 6, Firefox 1.0.4)
- The URL of the page you had the issue (e.g. home.html)
- When the problem occurred (date/time)
- Any error message you saw (please copy and paste the message)
I have just placed my order
Can I cancel my order?
If your order has not yet been despatched, you can request that the order be cancelled
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Can I track my order?
We aim to deliver your goods to you the following working day after they have been despatched. If they have not arrived within 2 working days, please contact us page and provide us with your order id to help us track the order for you. top of page
I have received my order
I want to return an item
If you would like to return an item, for whatever reason, please ring this number: 0044 1732 746 651
You may send the parcel back to us by Royal Mail quoting the Returns Number or any courier of your choice.
However, please note that it is your responsibility to make sure it reaches us.
We suggest that you send it by some form of insured delivery to cover the cost if it gets lost in transit.
Please note that these requests can only be processed once our warehouse has received your returned product(s).
This returns policy is in accordance with the European Directive on distance selling.
All goods must be returned in mint condition within 14 days of delivery.
Unfortunately we cannot accept returns of clothing or for any item which has been altered to your specifications.
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Do I have to pay to return the item?
If you are returning an item which is faulty, we will refund you the delivery cost of returning it. Please let us know the delivery cost when you return the goods. If you are returning an item for a refund or exchange, then the cost of returning the item is your responsibility. top of page
Can I exchange an item?
If you wish to exchange an item you need to return it and place a new order for the replacement item. top of page
I returned an item, but you say you have not received it
The item is your responsibility until we receive it. We suggest that you send it by some form of insured delivery to cover the cost if it gets lost in transit. top of page
You have refunded the wrong amount
When we calculate the amount to refund you, we take into account:
- Any vouchers or promotions in the original purchase
- Whether we are refunding the delivery charge or not.
Why have you not refunded the delivery charge?
We only refund the delivery charge if:
- you have returned an item which is faulty; or
- you have returned the whole order and not asked for anything in exchange.