FAQ

Online store customer service

  • 1. How can I contact your customer service?

    If you have any queries or feedback, please feel free to contact us over the phone or per e-mail. Our e-mail address is: service@aryswear.com and our telephone number is 0049-(0)30-48491488 (every call is charged at local rates, mobile network fees may vary).

Orders

  • 1. Where can I find the retail store?

    You can find our products in our ARYS Stores at the following addresses during the opening hours. If you would like to visit us outside of these times, you are welcome to contact us to arrange an appointment.

    ARYS Store Berlin-Prenzlauer Berg
    Kollwitzstraße 51
    10405 Berlin, Germany

    Monday 12pm – 6pm
    Tuesday & Wednesday Private Shopping
    Thursday to Saturday 1pm – 7pm

  • 2. How can I place an order?

    There are three possible ways to place orders with us: you can order as a guest, new or an existing customer. The user account enhances the ordering process, making it simpler and faster. After you chose the colour and size of your desired article, you can place it in the shopping cart. The shopping cart contains an overview of all your pre-selected items. At the bottom of the shopping cart page you can find the total price of all your desired articles. After completing your order you have purchased the desired products, which will be delivered to your chosen delivery address.

  • 3. Can I order over the phone or per e-mail?

    Unfortunately orders cannot be placed over the phone or via e-mail. However, you can simply use our Online-Shop as a guest, existing or new customer.

  • 4. Is there a minimum order value?

    ARYS does not have a minimum order value, our customers can order what they want.

  • 5. Can my order be wrapped as a gift?

    Unfortunatey we do not currently offer a gift wrapping service.

  • 6. Where is my order?

    After the order has been placed we will send you a confirmation email which contains all your tracking information. You can use this information to track your order and inform yourself about the status of your order. In the unlikely event that your tracking code incorrectly outlines that your order has been delivered, although you have not received your order, please contact our customer service team. We are always happy to help you.

  • 7. Can I change the address of my delivery after the purchase has been made?

    The orders will be sent to our dispatch centre as soon as possible, in order for you to receive your products shortly after placing your order. Since the order is packed and sent directly from our warehouse, it is not possible to change your order or delivery address. Instead, you may return unwanted products free of charge within 14 days.

  • 8. Can I cancel my order?

    Unfortunately, orders cannot be cancelled once they have been placed. You can simply return your order.

  • 9. Part of order is missing, where to from here?

    An article is listed on my invoice, but it is missing in the order? Please contact one of our ARYS customer service members. We will find a solution together.

  • 10. I have ordered a product from your online shop but I’m not sure if the order went through. How can I check this?

    With every successful order, you will always receive a confirmation e-mail. Please also check your spam folder! If you are registered, you can track the status of your order from your ARYS account.

Login/Registration

  • 1. Do I have to register to place an order?

    You don’t need an account to place an order, you can simply place your order as a guest.

  • 2. What are the advantages of registering?

    There are three different ways to place an order: as a guest, as a new customer or an existing customer. The user account enhances the ordering process, making it simpler and faster. After placing your order, you can find all details and information regarding your order in your personal account (for example the prices of the products you ordered). On top of that, you can manage your personal data in your ARYS-account.

  • 3. What happens if I forgot my password?

    If you forgot your password, simply go to Login in the Menu and select “Forgot your password?” Enter your e-mail address. Shortly after you will receive an automated e-mail containing instructions on how to reset your password. In case you don’t receive an e-mail, please make sure to check your SPAM folder.

  • 4. What is “my account”?

    Under “My Account” you can find your very own ARYS user account. You have registered yourself with this account in our shop. “My Orders” contains an overview of all placed orders and you can inform yourself about the current delivery status. You can also manage your personal details here.

  • 5. How do I create an account?

    In order to create a new account, please click on “My Account” which is located to the right in the Menu and subsequently click “Create New Account” and the “Register” button. You will then have to fill out all the required fields. Alternatively, you can register during the ordering process by entering a password and confirming it.

  • 6. Can I place an order without an account?

    As soon as you advance to pay for your order, you have the option to pay as a guest. When confirming the order, please make sure you don’t tick the box when entering your e-mail address and private details.

  • 7. Can I delete my account?

    Of course you can delete your account, however we would be sad to see you go. To delete your account please contact our customer service over the phone or per e-mail.

Payment

  • 1. What payment methods does ARYS accept?

    For your payments we accept credit card (VISA, MasterCard oder American Express), PayPal, Amazon Pay, Klarna, SEPA-Direct Debit and immediate bank transfer “sofort”.

  • 2. Can I order risk free at ARYS?

    The safety of your personal information is highly important to us. Data is not shared with third parties. Should you not like an article, we will reimburse you upon return, hassle free. If you have any problems and queries you can always contact our customer service during opening hours.

  • 3. How does a credit card payment work?

    You can safely and conveniently pay online with VISA, Mastercard or American Express. Upon payment you will directly be referred to a payment provider. Subsequently you will be referred back to the shop automatically to complete your order.

  • 4. How do I pay with PayPal?

    You can safely and comfortably pay per PayPal. Your bank details will only be used by PayPal. If you choose this method of payment during your ordering process you will directly be referred to PayPal. Here you login with your user information and the payment may directly be processed.

  • 5. How do I pay with Amazon Pay?

    You can use Amazon Pay and your pre-entered account to order and choose your delivery address from your Amazon Pay address book. To complete your order via Amazon Pay, please use the button provided in the shopping cart. Subsequently, you will be directed to the Amazon Login window. After successful login, you can choose your payment method, delivery address and complete your purchase by clicking “Purchase Now”.

Delivery

  • 1. Who delivers my order?

    ARYS dispatches your order in conjunction with DHL within the European Union. You will receive an e-mail as soon as your order is on its way to you and has left our warehouse. This email contains a tracking number for you to track your parcel until it is delivered to you. Please note that it may take a while until your tracking information is made available by DHL.

  • 2. How much are shipping costs?

    We ship free of charge within Germany and Europe.

  • 3. How long until my order is delivered?

    Since our products are delivered to different countries, the delivery period may vary. In Germany the delivery may take 1-3 business days after the order has been received. For the rest of Europe we aim to have your order with you within 3-5 business days.

  • 4. Can my order be delivered to a DHL Packstation?

    Yes, you can also choose a DHL Packstation as delivery address.

  • 5. Can I track my delivery?

    To keep an eye on your delivery, you will receive a tracking e-mail. If you have an online account with us, you can also track your delivery under your orders. This way you can easily retrace what stage your order is at.

  • 6. Does ARYS offer express delivery?

    Unfortunately we do not currently offer express delivery.

  • 7. What countries does ARYS deliver to?

    We deliver your favourite ARYS products to the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Sweden, Switzerland, Slovakia, Slovenia, Spain and United Kingdom.

  • 8. How to redeem transport damage?

    You can return your order for free and note the transport damage along with the reason of return.

  • 9. What if I was delivered the wrong products?

    In the unlikely case that you did not receive the articles you ordered, please contact our customer service, so that we may resolve the issue as soon as possible. Please have your order number(s) and product name(s) ready.

Returns

  • 1. How do I return my order?

    The return procedure is as follows: if you have ordered your ARYS product, you will receive a free shipping label online. To obtain this label, go to the ARYS homepage and at the very bottom of the page click on “return”. A further link will guide you to the DHL-Portal where you have to enter your personal information in order to receive your printable shipping label.

  • 2. How and when am I reimbursed?

    As soon as we have received your return, we will pass the information to our financial services provider. Within 2-3 business days the money will be credited into your account. Please note that you will be reimbursed with the same payment method as the order was placed.

  • 3. What is the timeframe for returns?

    After receiving your order, you have 14 days to change your mind and return the products.

  • 4. Are returns free of charge?

    Returning ARYS products is completely free of charge. For returns, you will receive a shipping note online. Please click on the Return field at the very bottom of the arys-berlin.com website. A new window will open, where you can enter your personal information and a printable shipping label is created.

  • 5. Is it possible to return my article to an ARYS Store?

    Yes, a return is also possible in our ARYS Store. Please bring your order confirmation with you so that we can allocate the return correctly. The refund will be made using the method of payment selected when ordering online.

Newsletter/Voucher

  • 1. How can I subscribe to the ARYS-Newsletter?

    Do you want to be informed regularly about the newest trends, offers and ARYS events? Register for our newsletter, by entering your e-mail address at the bottom of the site. To confirm the newsleterr, you will get an e-mail where you have to click on the given link. Of course, you can unsubscribe from our newsletter at any time.

  • 2. How can I redeem my voucher?

    Your voucher can be redeemed in the cart when entering the voucher code. If you want to delete a voucher code you have already entered, please click on the adjacent “X”.

  • 3. Can I redeem my voucher after placing an order?

    Unfortunately this is not possible, nonetheless, you should use your voucher with your next order.

  • 4. What to note when redeeming a voucher code?

    A voucher code may only be used once and cannot be combined with another voucher code.

  • 5. Why does my voucher code not work?

    Often a voucher code may not be combined with other offers, or only applies to certain products.

Products

  • 1. What does ARYS stand for?

    ARYS design sophisticated pieces that fuse function and fashion. Our designs are contemporary and high end. We blur the boundaries between work and play, between tech and style. ARYS is with you everywhere you go. At ARYS we set the bar high. Not only through the quality of our products, but through our values as a company. We only collaborate with companies which highly value the environment and labour ethics.

  • 2. How do I find my right size?

    For the right size please have a look here or contact our customer service at service@aryswear.com.

  • 3. What to note when caring for my products?

    Due to the high quality and different functionality of our clothing we advise against over-frequent washing of the clothes. This also more environmentally friendly. Our products should not be washed with washing powder and products which contains fabric softeners, stain removers and optical brighteners or bleach. These impair the performance of the membrane, resulting in blocking micropores and attacking the material. We advise the use of liquid detergents for fine or coloured clothing. Every product contains a Care-Label on the inside, which outlines how to properly wash a product and the correct temperature. Additionally, there are special detergents for sports and outdoor clothing. These ensure that the materials remain breathable, wind-resistant and waterproof.

  • 4. I saw an ARYS product in a magazine / on Instagram, but I cannot find it online. Where can I buy the product?

    The online shop does not always sell the entire ARYS range. Please contact us via service@aryswear.com and send us a description or pictures of the products you would like to have. We will get in touch with you as fast as possible.

System Requirements

  • 1. Should I use specific Browser Settings?

    To display the correct outlay of our website, we advise you to have the current and updated version of your browser. It is also a good idea to install all the current security updates.

  • 2. Do I have to activate Cookies on your website?

    Our website uses Cookies. The rejection/deactivation of Cookies can restrict the functionality of our Website. Further information can be found on our website under “data protection”. In addition, you should activate Cookies for third parties, otherwise you may have difficulty during the payment process of your order.

    Edit privacy settings
  • 3. Is my data safe with ARYS?

    All information concerning data security can be found on our website under “data protection”.

  • 4. How does ARYS use sensitive information?

    All information concerning data processing can be found on our website under “data protection”.

  • 5. Information regarding your Cookie settings

    HERE you can see your personal Cookie settings.