SHIPPING INFO
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ABOUT SHIPPING
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U.S. SHIPPING & IMPORT DUTY POLICY ( Shipping to the U.S. Temporarily Unavailable)
Thank you for shopping with us! If you're placing an order to the United States, please read the following information carefully to avoid any issues with delivery:
Shipping Method
All shipments are sent under DDU (Delivered Duty Unpaid) terms. This means shipping fees do NOT include import duties or clearance charges. Standard shipping: US$9.99 (Free shipping for orders over US$159).
Import Duties & Handling Fees
In accordance with current U.S. customs regulations, customers are responsible for the following fees, which will be collected by the shipping carrier upon delivery:
Clearance handling fee: US$14–17
Import duties: Approximately 20% of your order value
Please note: Actual fees may vary depending on the product category and local customs policies.
Important Notice:
If the parcel is rejected, returned due to unpaid duties, incorrect address, failed delivery, or any personal reasons, no refunds or reshipments will be provided.
Please ensure your shipping address is accurate and someone is available to receive the parcel. You’ll need to complete customs clearance and pay all required fees once notified by the carrier.
We strongly recommend that U.S. customers consider these additional costs and risks before placing an order. For any questions, feel free to contact our customer service team.
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WHERE IS MY ORDER?
Once you have placed the order, you'll be receiving an order confirmation email from us.
Then when your order is on its way, you’ll receive another email with your courier tracking information.
Please keep an eye on your inbox (and junk folder too).
You can check the estimated delivery date through following steps:
Log into Member center > My order > Click the track button on the right side of your order.
Please be informed that the given date is an estimated date, not the actual date of delivery. If you want to know more about the delivery status, please contact us HERE.
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WHY IS MY ORDER SHOWN DELIVERED BEFORE I RECEIVED IT?
If you didn't receive your item(s):
- Please check if the address information of your order is incorrect.
- Please contact the courier company for more detail.
- Please check your mailbox or ask your neighbors if they have received the parcel on your behalf.
- Please wait for another 48 hours. Packages may show delivered up to 48 hours before arrival in rare cases.
If you haven't received the item in 3 business days after your order is shown delivered, please feel free to send us an message (provide order# and reason).
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WILL I BE CHARGED CUSTOMS DUTIES OR IMPORT TAXES?
International orders may be subject to customs duties and import taxes, which are determined by your local customs authorities. These fees are the responsibility of the recipient and are not included in our shipping charges.
Because customs policies vary by country, we’re unable to predict the exact amount you may need to pay. If you’re unsure, we recommend checking with your local customs office before placing an order.
Tax-Free Thresholds:
- Australia: Orders under AUD 1,000 typically do not incur import taxes.
Please note that while these thresholds apply in most cases, customs regulations may change or vary based on specific circumstances.
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WHAT HAPPENS IF I MISSED MY DELIVERY?
If you miss your delivery, the courier may attempt a redelivery on the next working day. You can also contact the courier directly with your tracking number to arrange a redelivery at your convenience.
Important: If your package remains unclaimed beyond the courier’s holding period, it may be returned to us or, in some cases, disposed of by the courier. Once a parcel is disposed of, we are unable to issue a refund or reship the order. Please note that we are unable to accept returns or issue refunds in cases where the delivery fails due to the recipient’s unavailability.
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HOW LONG DOES SHIPPING TAKE?
You can find an estimated delivery time and cost by select your country/region in the Shipping Calculator.
If you want to know more about the delivery status, please contact us HERE.
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DO YOU PROVIDE URGENT DELIVERY?
Many apologies, we do not provide urgent delivery even though you are willing to pay more.
It will take at least 4-6 working days for us to process and deliver your order. To avoid disappointment, we strongly recommend that you place your order with us at least 1 week in advance.
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DO YOU SHIP TO P.O BOXES, MILITARY ADDRESSES OR PARCEL LOCKERS?
Currently, our delivery method does not provide delivery to P.O BOXES, MILITARY ADDRESSES OR PARCEL LOCKERS.
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CAN I BUY AN ITEM AND SHIP IT TO SOMEONE AS A GIFT?
Yes, you can, as long as you have provided the correct recipient details. Hence, we will process your order according to the receiver’s detail.
However, we do not offer any special gift wrapping or wish cards. We are using standard packaging for all orders.
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WHAT SHOULD I DO IF MY PARCEL CONTAINS THE WRONG/ MISSING ITEM?
We apologize for the inconvenience, but we would appreciate it if you could record an unboxing video when you receive the product.
If a discrepancy is confirmed, we will respond promptly.
Please note that if you are unable to provide an unboxing video or if it is determined that there were no issues on our part or during the shipping process, we will not be able to send a replacement item.
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CAN I CHANGE MY DELIVERY ADDRESS?
Please contact Customer Service within 2 days when the order was placed.
RETURN & REFUND
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WHAT IS YOUR RETURNS POLICY?
For more information on return policy, kindly refer to below.
If you want to return the item, we do provide return service to you but return application must meet the following condition:1. You have 45 days to decide if an item is right for you, if you would like to return the item please contact us within 45 days from the ship date.
2. Any returning product will only be accepted if it's under the origial condition where the product is unused, unwashed, unbroken, with the original tag and packaging still attatched.
CAUTION: We do not accept a returned item that has been worn, damaged, washed, or altered in any way.
AIR SPACE reserves the rights to decline refunding if the product(s) returned is/ are not under mint condition.3. Clearance items that have been discounted for more than 60% off is not applicable with return and refund .
4. Please note - you'll need to cover the postage and any relevant duty costs yourself. It's a good idea to mark your parcel as 'returned goods' to avoid being charged any duties. We recommend removing or covering your shipping label before attaching your returns label to your parcel.and please using any trackable/insured shipping method .
5. Please note that the original shipping fee and Shipping Guarantee are non-refundable.
6. We currently only provide return & refund services. There is no exchange service.
7. Please be aware that we do not accept return packages if a shipping fee is requested.
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HOW TO RETURN FROM THE USA
Please send the return item to the USA warehouse. The address will be provided after the approval of the return request.
RETURN & REFUND PROCESS:
For defective or wrong item(s), please contact our customer service team directly.LOG IN >> MY ORDERS >> Click "APPLY FOR RETURN" on the order >> Select your items >> Ship back items following email/member account (my message) instructions >> AIR SPACE will inspect within 7 working days >> Refund processed in 7 days post QC completion.
*Rest assured, the waiting period for our approval and the return address will not be counted within the 7-day return timeframe.
* You can choose any carrier to ship the return item to the USA warehouse.
AIR SPACE does not offer free returns at this time.
PRODUCT CONDITIONS: All items must be in —unworn, unwashed, unaltered, and with all tags intact in original condition.
RETURNABLE ITEMS CRITERIA: Inspect items beforehand & apply for return or dispute within 7 days of parcel delivery.
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HOW TO RETURN FROM JAPAN
Please send the return item to the Japan warehouse. The address will be provided after the approval of the return request.
For defective or wrong item(s), please contact our customer service team directly.
LOG IN >> MY ORDERS >> Click "APPLY FOR RETURN" on the order >> Select your items >> Ship back items following email/member account instructions >> AIR SPACE will inspect within 7 working days >> Refund processed in 7 days post QC completion.
*Rest assured, the waiting period for approval will not be counted within the 7-day return timeframe.
* You can choose any carrier to ship the return item to the Japan warehouse.
* AIR SPACE does not offer free returns at this time.
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HOW TO RETURN FROM THE REST OF THE WORLD
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HOW CAN I GET A REFUND?
All returned item will be processed within 7 working days after we have received your return parcel.
Once inspected and confirmed that returned item had fulfilled return policy will be refunded to your original payment method.You will be receiving a notification regard the refund completion.
Important: If your package remains unclaimed beyond the courier’s holding period, it may be returned or disposed, and no refund will be issued.
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CAN I EXCHANGE AN ITEM?
We do not provide exchange service.
If you want a different size or color, please return the item that you do not need and place new order again.
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HOW CAN I TRACK MY RETURN?
We strongly recommend that you use a traceable shipping method for return and closely track the location of the return parcel.
Whether the return parcel can be tracked depends on the shipping method you choose.
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CAN I CHECK THE PROGRESS OF MY RETURN?
You may log in to Member Center > My orders to check your order status.
If the return was inspected and confirmed, you will receive a refund notification message.
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HOW DO I PACKAGE MY RETURN?
Please return the item with complete packaging.
It is recommended to use our original packaging or any waterproof and stable packaging material. -
I'VE BEEN REFUNDED THE INCORRECT AMOUNT / I'VE NOT RECEIVED ANY REFUND WITHIN A MONTH, WHAT SHOULD I DO?
There are a few reasons why you may not have received a full refund:
- If the final payment amount falls below the free shipping threshold, the shipping cost will be deducted from the refund.
If you need further assistance, please contact us within one month of receiving the refund.
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I RECEIVED A DEFECTIVE / WRONG ITEM, WHAT SHOULD I DO?
If you found a defective item, please click here to contact us.
Please provide your order number, item name, and clear images of damage, defects or malfunctions.
PAYMENT
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MY PAYMENT WAS DECLINED, WHAT SHOULD I DO?
- Please place an order again if payment is declined because we cannot restore the original order.
- To ensure that your order is not rejected upon submission, you may perform payment verification such as checking and confirming the credit card details you entered are correct or contact your card issuing bank to check the reason for declining your payment.
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WHAT IF I CANNOT PAY WITHIN THE PAYMENT DEADLINE?
If the payment is not made within the stipulated time, the order will be automatically cancelled. Once it had been cancelled, you will need to place a new order again.
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HOW LONG DOES PAYMENT VERIFICATION TAKE?
For card payments/online banking/e-wallet, payment verification is instant. While for ATM transfer/bank-to-bank transfer, your local bank takes approximately 3 working days to complete the funds transfer. Therefore, please allow us the next working days for payment verification. Please note that weekends and public holidays are not our working days.
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HOW DO I KNOW IF THE ORDER WAS SUCCESSFUL?
All successful order transactions will receive an order confirmation email after placing the order. You may check them at member center or email. Alternatively, you can contact us to review your order.
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WHY DO MY CREDIT CARD PAYMENTS CONTINUOUSLY FAIL?
Please ensure the mailing and billing address is the same. If keep failing with credit card payment, please try to proceed with PayPal payment.
MEMBERSHIP
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MEMBERSHIP INSTRUCTION
Join us today and become an AIR SPACE Girl!
Thanks to your support, we're offering even more benefits. Starting April 17, 2024, your shopping experience with us will be more rewarding than ever.
Steps to Join:
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Create a Free Account:
- Simply sign up for an account at no cost.
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Shop and Earn Rewards:
- Earn 1 point for every $1 you spend. Accumulate points to advance to higher membership tiers and earn vouchers for redemption.
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Membership Tiers:
- VIP Status: Spend over $200 on a single purchase or $350 within a year to become a VIP.
- VVIP Status: Spend over $450 on a single purchase or $700 within a year to achieve VVIP status. This averages to about $59 per month to reach the top tier.
**CURRENCY = USD
Membership Benefits:
- The more you shop, the greater your rewards!
- Membership status is valid for a year after unlocking a tier. To maintain your status, meet the minimum spending requirement annually.
Earning Points:
- WAYS TO EARN POINTS/ CREDITS
Spend US$1: Earn 1 Point
Complete your profile: Earn 2 Credits
Product Review: Earn 2 Credits for Each Item
100 POINTS = US$1
1 CREDIT=US$1 - Points are awarded for direct purchases from gl.airspaceonline.com, based on the amount paid after discounts, excluding store credits and shipping fees.
- Points cannot be combined from different accounts, transferred, or converted into cash.
- Once points are redeemed, they are not reinstated.
Redeeming Points:
- Redeem points at the checkout page. Enter the number of points you wish to use, and the discount will be applied to the subtotal.
- Points are non-transferable and non-refundable.
Managing Your Points:
- Check your points via the "Member Center" under "My Assets" > "Reward Points".
- View both "Available Points" for immediate use and "Pending Points" that will be credited after order completion without returns.
Terms and Conditions:
- Points and rewards are non-transferable and cannot be sold or traded.
- Check points regularly on your account, and note that our records prevail over discrepancies.
- Points from cancelled orders or returns are debited from your account.
- Rewards cannot be combined with other promotions unless specified.
- Membership may be suspended for repeated refusal to accept cash-on-delivery parcels.
- The program’s terms and conditions can change at any time at our discretion.
Enjoy enhanced shopping with AIR SPACE by joining our rewards program. Your continued participation affirms acceptance of any program changes. Stay updated by reviewing the terms frequently.
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HOW TO CHECK MY STATUS TIER?
Login to member center > my assets > status, from there you could able to view membership level, cumulative consumption amount, tier validity and distance to hit next tier.
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WILL MY TIER STATUS BE DOWNGRADED ?
Regular Tier: This tier does not expire and will not be downgraded.
VIP Tier: You will be downgraded to the Regular tier if you do not spend at least US$350 within 12 months from the date you joined or upgraded to VIP.
VVIP Tier: You will be downgraded to VIP or Regular tier if you do not spend at least US$700 within 12 months from the date you joined or upgraded to VVIP.
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WILL MY TIER BE DOWNGRADED WHEN I REDEEM POINTS?
Not at all. Redeeming your points would not affect your tier status. To maintain your tier status, you only need to meet an accumulated spend required for the tier.
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ORDER COMPLETED BUT DID NOT EARN ANY POINTS!
Don't worry! Just drop us a message with your member Email and we will do our best to sort it out for you!
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WHY AM I UNABLE TO USE MY FIRST ORDER 10% OFF DISCOUNT?
There are a few reasons you may not be eligible for the 10% first order discount:
1. You may have placed an order previously and subsequently canceled it.
2. The item you are purchasing may be on sale.
If none of these reasons apply to your situation, please contact customer service for further assistance.
OTHER
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WHAT ARE COOKIES, SHOULD I ENABLE THEM?
Cookies are messages that web servers pass to your web browser when you visit internet sites. These messages are important to ensure our system captures your info correctly. Cookies are stored in the temporary memory only and are not retained once the browser is closed.
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I PUT IN THE WRONG ADDRESS, HOW DO I CHANGE IT?
Once your order has been shipped, we are not able to make any changes. You may contact respective courier company to assist you.
If your order has not been shipped yet, we could assist to change the shipping address for you.
Please contact us as soon as you realize it, as we will check whether we able to update it before shipping. -
WHAT DO I DO IF MY QUESTION IS NOT COVERED HERE ?
If you cannot find the answer to your question here, please contact us in here
We will be more than happy to assist you and respond to your enquiries during our working hours (Weekdays from 9am to 5pm, excluding Public Holidays).
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WHY I HAVEN'T RECEIVED THE REPLY FROM CUSTOMER SERVICE?
We typically respond within 2 business days, excluding weekends and public holidays.
Our business hours are weekdays from 9:00 AM to 6:00 PM.If you haven't received our reply, it may have been categorized as spam or blocked by your settings.
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HOW DO I TALK WITH CUSTOMER BY PHONE?
Unfortunately, we do not offer this service. Please contact us via email or message.