Our Complaints and Customer Care Process

At AIRO, your satisfaction really matters to us. We want you to feel confident shopping with us, and if something isn’t quite right, we’ll do our best to put it right as quickly as possible.

How to Reach Us

If you have a problem with your order, please get in touch using our Contact Form or email us at hello@helloairo.com.

When you contact us, it helps if you include:

  • Your order number

  • A short description of the issue

  • A photo, if your product has arrived damaged

What Happens Next

  • We’ll get back to you within 48 hours (2 working days).

  • If your product arrives damaged, please let us know straight away with a photo so we can help.

  • If you’d like to return an unused product, just notify us within 14 days of purchase and send it back within 28 days in a re-sellable condition.

Returning Products

  • Please return items using a tracked shipping service.

  • Package your products carefully, with protective outer packaging and intact inner packaging (wrappers, candle boxes, etc.).

  • Don’t forget to pop your order number inside the parcel so we can identify it quickly.

Our Promise to You

Once we’ve reviewed your complaint or return, we’ll offer the fairest solution, which may be:

  • A replacement

  • A refund (in line with our Refunds & Returns Policy)

  • Store credit or a discount on your next order

  • A sincere apology and explanation

If we need a little more time to investigate, we’ll keep you updated along the way.

If You’re Not Happy with the Outcome

We really want to get things right. If you feel your issue hasn’t been fully resolved, just let us know and a Customer Service Manager will review your case. You’ll receive a final response within 14 working days.

Always Improving

We use your feedback to make our products, packaging, and service better. Every comment helps us grow.

👉 And of course, none of this affects your statutory rights under UK consumer law.