Frequently asked questions
-
You can expect your order to be delivered within 1 to 7 workdays.
-
In most cases, an order that is being processed cannot be cancelled anymore. Please contact us at +31 (0)88-8802499 if you want to discuss any issues with your order.
-
Our warehouse staff is currently dealing with an increased workload. This may cause a delay in processing your order. This is indicated by the order status “in progress”. We apologize for the delay.
-
The confirmation e-mail we sent may have been blocked by your e-mail client’s spam filter. We advise you to check your spam folder first. Please contact our customer service if the e-mail confirming your order cannot be found in your inbox or your spam folder.
-
If the product you are looking for is sold out, it may be restocked. Please keep an eye on our collections for updates. However, not all products and/or sizes will be restocked.
-
You can add an item to your shopping cart by selecting the correct size and colour, then clicking “Order now” on the product page. Please note that an item is not reserved for you if it is added to your shopping cart or wish list. If the article is sold out before you finalize your order, the words “sold out” will appear next to the item. If you want to be sure that you will receive the item you want, we advise you to order immediately.
-
There are multiple ways to search for products at our online store. You can type the name of the product you are looking for in the search bar in the top right corner of our site. Simply click the magnifying glass, enter the search terms and press Enter, after which all relevant results will be displayed. For example, you can use the search bar to search for terms like ‘softshell’, ‘2 pocket’ or ‘winter jacket’.
Another option is to browse the various categories of our online store. First, select your gender at the top of our homepage. Then, select the category you would like to browse. Using the menu on the left side of each category, you can narrow down the search results by applying filters. Filters are available for sizes, colours and fabrics, among other options.
You can also sort search results by their specifications. These sorting options can be found on the right side of the category page. You can sort our products by the following specifications:
- Most popular (the items that are sold most are displayed first)
- New (the newest additions to our collections are displayed first)
- Price (highest to lowest or lowest to highest)
-
Once your order has been finalized, we will start preparing your order for shipment immediately. Because of this, your order will already be in the shipping process and cannot be changed or cancelled anymore. If you wish to receive another item, we advise you to place a new order. If you wish to not receive your order anymore, please contact our customer service.
-
At Airforce, you can choose from several payment methods:
- Credit card (American Express, Visa & Mastercard)
- Bancontact
- Google Pay
- Apple Pay
- iDEAL
-
-
Select your type of credit card and enter your card details.
-
Click ‘Next’. You will be redirected to the order confirmation page.
-
After you have clicked ‘Confirm Order’, you will receive a confirmation e-mail.
-
In some cases, you will be redirected to your bank’s secure payment environment.
-
After finalizing your payment, you will be redirected to the Airforce website, where you will see a confirmation of your online payment.
-
When your order is shipped from our warehouse, you will receive a shipping confirmation. If you have paid by credit card, your order amount will not be credited until we ship your order.
-
-
The processing time of your online payment depends on the payment method you have chosen. Credit card payments will be processed when your order is shipped from our warehouse. PayPal payments will be processed when your order is confirmed.
-
Every payment made through our web shop will be processed via an SSL (Secure Sockets Layer) connection. SSL connections encrypt all personal data you submit to us. As a result, authorization is required to view your data. However, the most important part of your online security is your own password. Never share your password with others and avoid open access to your account.
The Airforce online store meets all applicable privacy laws and regulations. We will only use your contact information in order to process your orders and continuously improve our services. Your information will never be shared without your consent. Please read our Privacy Policy for more details on how we process your data.
-
You can expect your order to be delivered within 1 to 7 working days.
-
Once your order has shipped, you will receive a shipping confirmation from PostNL. This confirmation will contain a track and trace code, which allows you to track your order.
This shipping confirmation may be blocked by your e-mail client’s spam filter. We advise you to check your spam folder if you have not received the shipping confirmation. Please contact our customer service if the e-mail confirming your order cannot be found in your inbox or your spam folder.
-
If you have not received one or multiple items that you have ordered, please contact our customer service for help.
-
If you have received an item you have not ordered, please contact our customer service at webshop@air-force.nl for help. Please send us one or more photos of the item and its label if possible. Our customer service team will process your message as quickly as possible. With your help, we will look for the most suitable solution to your order issues.
-
Depending on the postal services in your country, the order will either be delivered to your neighbours, dropped off at a nearby service point or a new delivery will be attempted the following day if you are not at home for the first delivery attempt.
-
Your Airforce order cannot be delivered to a PO box.
-
You will receive a confirmation e-mail containing your track and trace code when your package reaches the PostNL sorting centre.
-
In some cases, orders can get damaged during shipping. If that happens to your order, please contact our customer service immediately. Please do not send the defective item back before contacting us first. Please send us a photo of the defective item and its label if possible. This will help us find the most suitable solution to your order issues. Our customer service team will process your message as quickly as possible.
-
At the moment, Airforce ships to the following countries:
Netherlands, Belgium, Germany
- €6,- / above €80,- free shipping
Other EU countries
Bulgaria, Cyprus, Denmark, Estonia, Finland, France, Greece, Hungary, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Austria, Poland, Portugal, Romania,
Slovenia, Slovakia, Spain, Czech Republic, Sweden- €15,- / €10,- shipping costs for orders above €80,-
-
This is a list of the shipping costs per country we ship to:
Netherlands, Belgium, Germany
- €6,- / above €80,- free shipping
Other EU countries
Bulgaria, Cyprus, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Austria, Poland, Portugal, Romania,
Slovenia, Slovakia, Spain, Czech Republic, Sweden- €15,- / €10,- shipping costs for orders above €80,-
-
If you are not satisfied with your online purchase, you can return the items to us within 14 days after the date of receipt. The items must be unused and unworn, and should be returned in their original packaging with the labels attached. The return costs are at your own expense, and you are required to create your own return label.
You can register your return shipment right here. After registration, please follow the steps listed on the return form that comes with your order.
-
The value of the returned items will be refunded to you as soon as possible, though no later than 10 days after we received the items. For returns from abroad, the value of the returned items will be returned in full.
-
If you are not satisfied with your online purchase, you can return the items to us within 14 days after the date of receipt. The items must be unused and unworn, and should be returned in their original packaging with the labels attached. The return costs are at your own expense, and you are required to create your own return label.
-
You can exchange items by returning the items you wish to exchange and immediately ordering a new item through our online store.
It is not possible to request a replacement item on the return label or settle a new order with the amount owed from an earlier order. Due to technical limitations, our customer service team also cannot replace items or place a new order.
-
We always strive to produce the best possible products and provide the best possible service. Please contact our customer service if you are not satisfied with our products and services. We will do our utmost to reply and provide a solution to your issues as quickly as possible. You can call us at +31 (0)88-8802499.
-
When an item is damaged or defective upon delivery, you have the right to exchange the item for an undamaged item. If you wish to make use of this right, please take the following steps:
- Send us a clear and complete description of how the damage or defect has occurred.
- Add 3 or 4 photos of the damage or defect. The damage should be clearly visible in at least one of the photos. In addition, please supply photos on which the front and back of the item are fully visible. If the items damaged are shoes, please also supply photos of the soles.
- You can send the photos to webshop@air-force.nl, preferably as JPEG files. Please keep the total file size of your e-mail, including photos, under 25 MB.
- We will process your request as quickly as possible. We will keep you informed about the progress of your request.
If you would like to order a replacement item, please consult our page "Can I exchange an item?".
You always have the right to a legal warranty of 6 months. This means that the product should do what the client can reasonably expect from it. If it does not, please contact us.
-
You always have the right to a legal warranty of 6 months. This means that the product should do what the client can reasonably expect from it. If it does not, please contact us, so we can find a suitable solution to your order issues. Please click here for more information about our warranty policy.
There are certain types of damage not covered by our warranty policy. We cannot offer a refund for the following types of damage:
- Normal wear and tear of fabrics;
- Defects caused by faulty or excessive use of the items;
- Excessive transpiration;
- Discolouration of garments;
- Pilling of garments;
- Defects caused by washing or drying of garments;
- Defects caused by external influences, such as traction, sharp objects or chemicals;
- Defects concerning the wind- and waterproof properties of garments, unless expressly mentioned in the product description in our online store;
- Items that cause inconveniences, such as transpiration or blisters.
-
It may take up to 10 days before we have received and processed your return shipment. When we have processed your return shipment, you will receive an e-mail with information about your refund.
Please save the track and trace code provided by your postal carrier at all times. This code serves as your warranty certificate and allows you to track your return shipment.
-
It is not possible to exchange unsatisfactory items for items with a different colour or size. If you wish to receive the items in a different colour or size, please return the unwanted items to us and order the items you want through our online store.
-
It is possible to return a maximum of three orders in one shipment. In that case, it is required to add the correct packing slips and documents to the package. Your package should contain the following information:
- Order number
- Product codes of the items
- The reason why you want to return these items
As soon as we have received your return shipment or shipments, we will e-mail you a confirmation of each return shipment. If you ship multiple return shipments at once, you have to pay the return costs only once. If it is not clear to us which item belongs to which order, we may be forced to charge you for all return shipments separately.