FAQ

FAQ

PRODUCTS

The item I want to order is not available (outlet or current range). When will it be available again?
If it is an item on sale, it will not be restocked unfortunately.

If the item is in the current range, we invite you to click on the “notify me when available” button. You will then receive an email as soon as the item is restocked for the size/colorway you had selected.

Is it possible to save an item or preorder it?
It is impossible to save an item. You can ensure you do not miss the restocking of your favorite item by clicking on the “notify me when available” button so that you will be the very first to know it is available.

We often launch our product using Pre ordering, so make sure you subscribe to our mailing list in order to learn more about the new product launches. 

Is it possible to get a custom product?
We offer you to print or embroider all the products of the collection (Masks, trucker caps and tee shirts). Simply contact us on ahera@aherafitness.com in order to let us know what customisation you would like.By default, those will be white if printed on black or black if printed on white. 
You can also find a specialist to print the suit once you have received it. We advise you to use a heat press for al your logos on the fabrics. 


Please note that we do not replace or refund a printed item. We will not be held responsible for a defect print on a suit that you would have printed by yourself.

Which size should I chose?
If you hesitate between 2 sizes, you can double check the right one with our Size Charts. As indicated, the garments of our apparel range should fit you perfectly, our lifestyle gear also features a fitted cut. For some items, we will mention in the description that they size small and thus advise you to go for the upper size.

Some of our products are unique size and fit us all. 

In the worst case scenario, we can exchange the product, check our Exchanges and Returns policy

 

ORDER

What can I do if I have not received my parcel?
First, you can click on the Track my order section which will enable you to locate your parcel with the tracking number that you’ve received in your mailbox. If the order is indicated as delivered and you have not received it, or if the tracking service does not work, please contact us at ahera@aherafitness.com and we will investigate with the courier used.

What shall I do if the received item does not correspond to my order?
If you have received an item that does not match your order, please email us at ahera@aherafitness.com and attach a picture of the item and its packaging with the label on it (which shows the size, colorway and name of the product). If the mistake comes from our side, we will refund you the shipping cost for returning us the product. We will then send you the correct item.

Can I delete my order?
Once you have confirmed you order, it is impossible to delete it.

Can I add or remove an item once my order is confirmed?
If you have confirmed your order, it is impossible to remove an item. If you want to add one, you need to make another order. Please email us shortly at ahera@aherafitness.com to notify this so that it does not double the shipping fees for this complementary order and we can ship it together with the first order you placed.

Can I order online and pick up my order at an Ahera retailer?
It is impossible to order online and have the parcel delivered at a Ahera retailer. All the orders placed on our web shop are delivered at the address you mentioned for your order.


Where can I find the invoice for my order (and the previous ones)?
Your order invoices are available on your account section once they have been confirmed and processed.

If you cannot find them, do not hesitate to contact us: ahera@aherafitness.com. We will send you a duplicata of your invoice. 

 

PAYMENT

I have not received the confirmation email following the placement of my order.
It might take a couple of hours, in our website is very busy. If you have not received an email from us in the following hours after your payment, please email us at ahera@aherafitness.com and mention your Name, Surname and the email address you have entered to create your customer account.

I cannot confirm the payment with my credit card or Paypal.
Please double check that the bank details you mention match with a payment card that we accept for the payments on our website. Then, make sure you have entered the correct digits on the payment page.

If the problem remains, you can contact us at ahera@aherafitness.com.


My payment has not been confirmed by our services.
The bank details you have provided did not enable us to handle your order. We invite you to get in touch with your bank. At that moment, your order is suspended.

Is there another payment means than the credit card?
If the payment with your credit card is not accepted, please email us at ahera@aherafitness.com so that we can forward you our bank details and you can make a bank transfer. We will send you the invoice with the corresponding amount. When we receive the payment, we will send you your order. Bank fees will be at your charge. 

 

SHIPPING & DELIVERY

Do you ship worldwide?
We ship to most of the countries worldwide. You can have a look at our Shipping & Delivery section to check the shipping fees according to the delivery zones.

If you cannot find your country, contact us ahera@aherafitness.com in order to tell us which country you would like your products to be shipped.

How long is the delivery?
For a delivery within Hong Kong, it takes between 1 to 2 working days depending on the day your order. For a delivery outside Hong Kong, it can take between 10 to 15 days. You can have a look at our 
Shipping & Delivery section.

 

EXCHANGES AND RETURNS

The size/color does not suit me. How can I get a replacement?
If the item does not suit you, you have 30 days from the reception of your parcel to ask for a withdrawal and then send us back the item. You will find our withdrawal form in the Exchanges & Returns section.

I want to send back the item and get a refund.
You have 30 days from the reception date to withdraw. Please check our Exchanges & Returns section to follow our returns process.

The item I ordered is faulty. What is your after-sales service?
We accept only returns from items bought online on www.aherafitness.com website. If the item you want to return was bought in a Ahera retailer, you need to see the issue with the retailer.


In order to authenticate the fault, please send us pictures showing the issue at ahera@aherafitness.com. We will then email you with the process if the item happens to be faulty. Depending on your choice, we will either offer you a refund or replacement of the item.

 

CUSTOM KITS

Do you make customized garments for gyms and teams?
Our team can product custom items for your gyms or teams. According to the quantity, prices might differ. Send us a mail ahera@aherafitness.com with quantity, sizes, colors, so we can create a quotation for you.

 

OFFERS AND DISCOUNTS

My discount code does not work.
Please note that our discount codes cannot be combined with any other current offer or promotion (sales or outlet). If you have received a voucher and if this one does not work, please email us at ahera@aherafitness.com and indicate us the correct spelling of the voucher that was mentioned in your email.

I signed up to the newsletter but have not received the 10% discount.
When signing up to our newsletter, you will receive a voucher that enables you to save 10% on any purchase above HKD 800. If you do not receive the email with the voucher (please double check your spams), let us know by email at ahera@aherafitness.com and mention the name, surname and email address you entered when you signed up to our newsletter.

 

COMPANY

I want to send my sponsoring request.
Please send us your request with your sponsoring file at ahera@aherafitness.com.

I want to send a speculative application to work at Ahera Fitness.
Please send us your CV and motivation letter at ahera@aherafitness.com.

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Ahera is an innovative fitness brand with the goal of creating a large online community of fitness lovers. 

In 2019, we have decided to start to connect the band Osia to its dedicated fitness App. 

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