Frequently Asked Questions
All questions and answers in the FAQs section are only to serve a service guideline for the convenience of all AIIZ customers. No legal obligations are enforced and the Terms and Conditions of AIIZ.com remain unaffected by the content on this page.

Top 6 Questions
What is your exchange/return policy?
How safe is it to shop at AIIZ.com?
If I forgot my password, what should I do?
How do I create an account?
How can I figure out my size?
What is your shipping policy?

1. How can I make my payment?
There are 2 payment methods for you to choose from.
1.1. Credit and Debit Card
AIIZ accepts Visa, MasterCard, JCB, and UnionPay.
1.2. Cash on Delivery
For delivery in Thailand only. Please make sure to pay with the amount equal to that shown on the receipt.
Find out more about our Payment Terms and Conditions
*Note: Fee policies may change as per the banks’ regulations.

2. What information do I need to fill in for credit/debit card payment?
Please fill in the following information for successful credit/debit card payment.
1. Credit/debit card number
2. First and last name of the card owner and the name of the credit card company
3. Expiry date
4. CVV number (A three-digit number printed on the signature panel at the back of the card)
5. In some cases, your credit card company may ask for an OTP code to be entered.

3. Can I pay with multiple cards?
Not at this moment.

4. How do I know if my payment is successful when I use my credit/debit card to pay?
All credit/debit card holders are subject to authorization by the credit/debit card companies. If the payment is refused for any reasons, we are, then, not able to accept your order. After the transaction is deemed successful, a confirmation screen with your reference number will appear. You can explore our Payment Terms and Conditions page to learn more.

1. Can I make changes to my order after I have already confirmed it?
Unfortunately, no. We usually process your order as soon as we receive it so changes cannot be made after the order has been confirmed. We want you to be satisfied with AIIZ.com purchase. However, if that is not the case, we will gladly accept the items for exchange/return, provided that they have not been washed, worn, or altered, with tags attached. Exchange/return can be made within 30 days from the date specified on the receipt.

2. What do I do if the item is sold out after I have confirmed my order?
If we cannot proceed with shipping due to stock shortage, our service team will contact you via email or phone to request order cancellation. The refund will be issued in the original form of payment.

3. How do I know that my order is complete?
AIIZ will send you an order confirmation email with an order number enclosed.
To track the status of your order, simply put in the order number sent to you via email on to My Account page.
Note: Payment is considered successful only after you receive a payment confirmation email.

4. I found out that my personal information is wrong (e.g., name, address, phone number) after I have placed my order. How can I fix this?
Please contact AIIZ Call Center as soon as possible to make changes.

5. When will I be charged?
Time varies from one payment method to the other.
• For credit/debit card, you will be charged as soon as you confirm your payment.
• For cash on delivery, you will be charged at the moment you receive your package.

6. Can I place my order via AIIZ Call Center?
Not at this moment.

7. Can I pick up my order at one of the AIIZ Stores?
Unfortunately, in-store pick-up is not available at this moment. What you can do, however, is to exchange your items at any of our stores, except the AIIZ Department Store Counters. Locate AIIZ Stores

8. Are the same products available at both AIIZ Stores and AIIZ Online?
Due to customer demand, we cannot guarantee that the item you want will be available at both AIIZ Stores and AIIZ Online at the same time.

9. Are items in AIIZ Stores and AIIZ Online offered at the same price?
Due to the difference of business operation models, the price of the same item may vary. However, we do guarantee that the best deal will always be available at AIIZ Online.

10. Will the item I want be restocked?
We cannot promise that the item you want will be restocked, but please check back periodically as our website is constantly updated.

Promo Code
1. How can I get a promo code?
You can keep track of AIIZ special privileges via AIIZ’s social media channels or by registering as an AIIZ Online member.

2. How do I use my promo code?
During checkout, fill the promo code into the “Use Promo Code” panel before confirming your order. Please read the conditions of the promo code carefully before using.

1. Can I exchange my item?
Domestically-shipped AIIZ Online items are exchangeable at all AIIZ Stores, except AIIZ Department Store Counters.
Internationally-shipped AIIZ Online items are non-exchangeable.
Locate AIIZ Stores

2. Can I return my item?
We only accept returns sent via registered or EMS post. Please read our Exchange/Return Policies to find out more.

3. Is exchange/return refundable in cash?
• No cash refund for items exchanged at AIIZ Stores.
• Items returned to AIIZ via post will be refunded back to your payment channel. Please check our Exchange/Return Policies for more details.

4. Is there a time limit for an exchange or a return?
Domestically-shipped AIIZ Online items can be exchanged/returned within 30 days after the date specified on the receipt, which is always required whenever you want to request an exchange or a return. The items must also be in its original condition: unworn and unwashed, with tags attached.

Internationally-shipped AIIZ Online items can be returned within 45 days after the date specified on the receipt.

5. Is it possible to exchange my items by email?
You cannot exchange the items by email, as we usually process your order as soon as we receive it. We want you to be satisfied with your purchase. However,if that is not the case, we will gladly accept the items for an exchange. Simply follow our Exchange/Return Policies or drop by at any of our stores to process the request.

6. Can I exchange my item for a different model, size, or color?
You can trade your item for a different model, size and color. If a particular model, size or color you want is not available, any items of the price equal to or higher than your receipt amount are exchangeable. Surpluses will be charged separated and deficit amounts cannot be refunded in cash.

7. How long does it usually take to approve the returned item? And how will I receive my refund?
Approval takes no longer than 30 days from the day your package arrives at the AIIZ Office. After our service team has thoroughly checked and approved your items, you will receive a refund confirmation email.

The refund will be credited back to your payment channel.
1. Credit/Debit Card
After the refund confirmation email, your payment will be reimbursed within 7-14 days. The chargeback will appear in your next billing cycle.

Note: Processing time depends on your billing cycle and the credit/debit card issuers’ refund policies.

2. Cash on Delivery
The refunded amount will be credited back into the bank account you specified on the return form. You will be reimbursed within 7-14 days after the refund confirmation email is received.

8. How can I process the return shipment?
For orders placed in Thailand, Go to click here and fill out all necessary information accurately and completely.
For orders placed overseas, please email us at return@aiiz.com to get a return number.
Note: Returns cannot be made unless a return form is attached. You can read more information about return and exchange process  click here .
9. What if I lost my receipt and return form?
Kindly contact AIIZ Call Center to download a new receipt and return form. To do so, please inform our customer service staff your order number.
Overseas customers please send us an email at return@aiiz.com to request a download.
• A receipt and return form is a single document, with the return at the lower part of the paper.
• A receipt must always be present for a return request to be successful.
• AIIZ Call Center and AIIZ Stores cannot issue you a new receipt and return form. The document is available for download only.

10. I received a wrong/defective item. How can AIIZ help me with this?
AIIZ will proceed at once with our customer care procedures. If the wrong or faulty order results from AIIZ’s errors, the company will take full responsibilities in all cases. Contact AIIZ Call Center to file a case.

11. I’m a tourist/I order from overseas. Is it possible to get a tax refund document?
As of now, we cannot issue tax refund documents for tourists or overseas customers.

1. How long will it take for my order to arrive? And do I have to pay for a shipping fee?
Domestic Shipping: We provide free delivery on orders over 1,000 baht. 50 baht shipping fee will be charged for orders under 1,000 baht.
International Shipping: Shipping fee for international orders depends on the weight shipped and the destination. Shipping fee will be calculated after the order has been confirmed and billed together with the cost of the items.

The delivery time is estimated as follows:
Destinations Delivery Time*
Greater Bangkok 2-3 working days
Other provinces 3-5 working days
International 20-25 working days

*The delivery time is an estimate from the order confirmation date. Saturday, Sunday and public holiday are not included. Please also expect some delay during long weekends.

2. How can I track my order?
You can check your order status by filling in your order number on the My Account page.
Read more about Order Status.

3. What do I do if I don’t receive my purchase?
Kindly Contact AIIZ through any channels most convenient to you. Please inform our customer service team your order number, so that we can start investigating.

Transaction Safety
How safe is online shopping with AIIZ?
What AIIZ is mindful about, apart from delivering quality goods to your doorstep, is to ensure the absolute safety of your data. For maximum security,the AIIZ Online website employs the Secure Socket Layer (SSL) technology, which is the most effective data security protocol for online transactions at the moment. The SSL technology will safeguard your order placing and checkout, as well as protect your privacy in the online world.
To take data protection to the next level, the one-time password (OTP) system is used for transactions on the AIIZ Online website. Prior to confirming your payment, the system will send an SMS with a 6-digit password to your mobile phone. This is to confirm that you are the genuine owner of the credit/debit card before allowing you to pay for your goods or make changes to your personal information.

My Account
1. How can I register for an account?
Become an AIIZ Online member by logging onto our registration page and fill in your personal information (e.g., first and last name, phone number, email,and shipping address). Please make sure that the email you use to register is an active one, as AIIZ will send the latest news and promotion to this email.
Another easy way to register is to use Facebook login, which is quick and ready-to-go in just one click.

2. I forgot my password. What do I do?
You can request a new password at a login page by clicking on the “Forgot Password” button and fill in the email you used for registration. We will send an email to that address containing a link to reset your password.

3. Where can I subscribe to get news from AIIZ?
Stay in the know by subscribing to AIIZ newsletter at our footer menu. Just fill in your email, click submit, and be the first to know about promotions and privileges from AIIZ.

Find out your best fitting in our Size Chart at the footer menu.