contact and advice

Do you have questions about the products, your order or simply a request that you would like to share with me?

I look forward to hearing from you.

  • E-Mail

    🡪 service@aalance.com

    Write me a message and I will get back to you via email.

  • live chat

    Green icon at bottom right

    Write me in the chat window on the bottom right and I will try to answer your question immediately.

  • phone

    +49 (0) 40 325 11 231

    You can reach me by phone Monday to Friday from 9:00 a.m. to 7:00 p.m.

    If I don't answer the phone right away, I'll call you back. Outside office hours or on public holidays, I look forward to hearing from you on my answering machine.

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Personal product advice

Are you looking for a suitable radiation protection solution for your company or just for your home?

And not sure which is the right product for you?

Let me advise you and together we will find out which solution is best for you.

Completely individual and perfectly tailored to your needs, wishes and goals.

Of course, I will advise you without obligation and you will not incur any costs.

Personal product advice

Below you will find all the important information about shipping, returns and your customer account

shipping

Where is my package?

You will be automatically informed about the expected delivery time of your order in the order overview and in your order confirmation by e-mail - however, this time can vary slightly depending on the selected items and the shipping method.

Why hasn't my order shipped yet?

Please give us some time to prepare your order for shipment. Usually orders are shipped within 48 hours. Some orders may take a little longer.

Can I still make changes to when and how my package will be delivered?

Yes, that is possible! Our shipping partners DHL and DHL Express always send you an email announcing your package. You can use this to determine your desired delivery location, such as a parcel shop, or change the delivery date.

What happens if I'm not there on the first delivery attempt?

If the courier does not meet you, you can use the shipment tracking to check whether your package was handed over to a neighbor or a branch, for example. A repeated delivery attempt is often made.

My package should have already arrived!

Please use the shipment tracking to check whether your package has already been handed over to a neighbor. If it is not with a neighbor and the shipping status has not changed for 5 days, please contact me - you can find my contact options further here: Help Contact and advice

Return & Refund

Is your item defective or damaged?

First of all, I would like to apologize for that. Please write me a short message via my contact page , stating the make/model/ and the order number. I will then immediately initiate the complaint. You have nothing further to do!

How do I exchange an item

Have you bought a product on aalance.com and want to exchange it for a different model? No problem! Please write me a short message via my contact page , stating the make/model/ and the order number.

How do I return an item?

You write me a message with the relevant details like – brand / model / order number

You will receive a pre-franked, free shipping label for your return by e-mail

You take the packaged and labeled shipment to the nearest Packstation or DHL branch and then you get a receipt for your return

I receive the notification of your return and will arrange for the refund of the invoice amount as soon as possible.

How will I be refunded the purchase amount?

After your return has been checked, the amount will be refunded to you immediately using the payment method you previously selected. With some payment providers, this process can take 1-3 working days. I ask for your understanding here.

Can I return multiple orders together?

In principle, this is not a problem. However, I would ask you to be as precise as possible in your message to me, this is very important, especially with different brands.

How can I cancel my purchase?

You can find all details about the cancellation policy in the cancellation policy .

Do I have to pay shipping costs for a return?

The return is always free of charge for you. Please simply stick the return label that you received by e-mail on the outside of the returned item. This ensures that the return is always sent to the correct address and there are no shipping costs.

payment

Why can't I select my preferred payment method (e.g. Klarna)?

Possible reasons why a payment method is not available:

Delivery and billing address do not match. If you want to have your order delivered to a DHL Packstation, this can also exclude payment by invoice in rare cases.

The sequence of name and address could not be found. This can be in the case of spelling mistakes, and e.g. B. Moving may be the case. For example, there is still an open amount for another order - sometimes it just means that a transfer has not yet been credited to my account or a return has not yet been booked

Like other shops and platforms, I get help from independent credit agencies to assess your creditworthiness. In some cases, this data can mean that you cannot pay by invoice when you place your order.

I reserve the right not to offer a payment method for some orders. And also to only sell products in connection with product advice .

What can I do if my payment method is not available?

Please check whether there are any outstanding orders and settle them. If the entries of your delivery and billing address do not match, you can adjust them yourself before completing the order.

Please understand that I have no way of activating a payment option for you if it is not offered to you.

I also don't see why you can't order with your preferred payment method. Here, too, the protection of your data has priority for me.

It is quite possible that your desired payment method will be available again for your next order.

If not all payment methods are offered to you, all other services and advantages are still available to you.

When will my return be refunded?

Your return will always be credited according to the payment method you chose when ordering.

When will I receive confirmation of my return? After your return is received at the warehouse, the staff will check what you have sent back. Please allow us a maximum of 2 business days to confirm your return.

Depending on the payment method, the purchase amount will be credited as follows: Credit card: The credit will be returned to the credit card account that I have debited. You can see the chargeback on your next credit card statement. However, it can also happen that the date of the chargeback on it coincides with the date of payment.

PayPal: The credit will be made to the PayPal account you use. You can decide yourself with PayPal whether the amount is deposited in your PayPal account or returned to your bank account.

Klarna invoice or immediate purchase: Your refund will be forwarded to Klarna by me and then refunded there via your payment method.

Amazon Pay: Your refund will be forwarded to Amazon Pay and credited to your account there.

How do I get a copy of my invoice?

You will receive your invoice in your order confirmation email:

If you can't find this email, contact me via the contact page . I'm happy to help you here.

What payment methods are there?

You can choose between the following payment methods:

PayPal
Amazon Pay
Klarna purchase on account
Klarna immediate purchase
various credit cards
Shopify Pay
Google Pay
Apple Pay
Cryptocurrencies in connection with Coinbase

claim

Is your item defective or damaged?

First of all, I would like to apologize for that. Please write me a short message via my contact page stating the make / model / and the order number . I will then immediately initiate the complaint. You have nothing further to do!

Change or cancel order:
For a change or cancellation please contact me directly.

service@aalance.com

or via the familiar Help Contact & Advice page.

I need the following information from you if you have ordered the wrong product:

-Order number
-Labeling the wrong product
-Identification of the correct product

I need the following information from you if you want to change your address:

- Order number
- previous address details
- New / correct address

I need the following information from you if you want to cancel an order:

Order number

I will forward the change request to the shipping service provider.

Unfortunately, however, I cannot guarantee that the change can still be carried out.

In the event that your order cannot be changed, please use the free processing via complaint.

Would you like a different product? In this case, a free return is required and you can easily reorder your new product.

Please get in touch with me - Help Contact & Advice

The refund of the purchase amount will be made after your return has been received and checked by the warehouse.

If you have any further questions, I am of course personally at your side with advice and action.

You have already ordered, but the address is wrong?

If the order is not packed yet, you can contact me and tell the change. I try to implement this as soon as possible.

I am making a request to the logistics team for this.

However, I cannot guarantee you that the change can still be carried out.

In the event that the order does not arrive with you, please contact me directly and your shipment will be sent again.

Have you received the wrong item instead of the item you ordered? Or have you received an additional item that you did not order?

Please contact me using one of the contact options . Please provide your order number and the wrong item. I'll take care of it as soon as possible.

I received a damaged package

Are the ordered items undamaged?

If only the package was damaged and you want to send something back, you can simply use the packaging of your choice for the return shipment. Simply contact me via the Contact Help & Advice page . You will then receive a free return label.

Is an item damaged or missing in transit?

Please contact me using the contact options . If you send me your order number, I can help you very quickly.

Why was my order cancelled?

We apologize if your order has ever been cancelled. Sometimes an item is already sold out, but is still displayed as available in the online shop.

If an item is in high demand, the last item may have been purchased just before you. In very rare cases, the system cannot update this in time, so that the order only has to be canceled afterwards.

I'm sorry if the item is sold out. In this case, you can set up an availability notification on the product page. As soon as the article is available again, you will receive an email notification.

Will the purchase amount be debited in the event of a cancellation?
no

My customer account

How do I get a return label?

Simply contact me via the Help Contact & Advice page , indicating that you need a return label. I will send this to you immediately.

Would you like to change your name, password or email address?

Please contact me directly via the familiar Help Contact & Advice page . I would be happy to help you adjust your data

Has your delivery address changed?

You can change the address in the customer account under Addresses for future orders.

Have you forgotten your password?

If you no longer know your password, you can simply reset it when you log in.
Enter the e-mail address with which you registered in the shop. An email will be sent to them with a link to reset your password.

How do I change my address?

You can add and edit your delivery and billing address under Addresses in the customer account.

You have already ordered, but the address is wrong?

If the order is not packed yet, you can contact me and tell the change. I try to implement this as soon as possible.

I am making a request to the logistics team for this.

However, I cannot guarantee you that the change can still be carried out.

In the event that the order does not arrive with you, please contact me directly and your shipment will be sent again.

I've forgotten my password

If you no longer know your password, you can simply reset it when you log in.
Enter the e-mail address with which you registered in the shop. An email will be sent to them with a link to reset your password.

Please also check your spam folder.

How can I delete my customer account?

If you want to delete your customer account, please contact me directly with your request .

Please keep in mind that I can only delete your customer account if:

- When all open amounts have been cleared
- You have received all refunds from me
- There are no more orders on the way to you

If one of the above requirements is not met, I cannot delete your account immediately. In such a case, I ask you first to clarify all open matters .

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product

How do I find the right product?

The topic of radiation protection is a very complex topic, where many open questions can initially arise. I recommend that you get your own picture of the different brands and for what purpose

- For your home

- On the go

- For companies

you want to use the product. Reviews from other users who have had good experiences with the products are also helpful.

If you are still unsure, I offer individual product advice, where all your open questions will be clarified and I will help you to make the right product selection. You will not incur any costs .

Book product advice now

How do I know that the product I ordered really works?

Every product offered on aalance differs in terms of effect and technology. In general, you will experience "relief" from exposure to electromagnetic fields with any product offered on aalance .

This "destress" differs from person to person . The body first has to get used to this "new" state. Also the products offered appear different, some are introduced into the circuit and some are free standing. In any case, I recommend that you inform yourself in detail about the products, the brands and the underlying technologies before making a purchase.

For this very reason, there is a transparent presentation and explanation of the various products.

It is important to get an understanding of how it works and of the subject in general .

If you are still unsure, I offer individual product advice, where all your open questions will be clarified and I will help you to make the right product selection. You will not incur any costs .

Book product advice now .

Why is there such a big price difference?

Every manufacturer has a different philosophy. Research and development involves high costs, which are then reflected in the respective price.