Frequently Asked Questions
SHIPPING AND DELIVERY
When will my package be delivered?
We have a comprehensive SHIPPING AND DELIVERY page. You can find all the information there. Orders placed before 2:00 PM on weekdays (Monday through Friday) will be processed the same day. This means the sooner you place your order, the faster it will arrive. We sometimes process orders on Saturdays as well. Our average delivery time is between 1-5 business days. Please note: We use a different delivery time for pre-orders, pre-orders, and restock orders. Visit the page for the product you wish to order for an estimated delivery time.
I would like to order, but it says that delivery is not available in my region.
We do our best to keep the website updated and optimized. Unfortunately, it sometimes happens that our inventory isn't displayed correctly in the system. In that case, please contact us immediately and let us know which item you're looking for, including the size, so we can look into it for you. There's always a solution, as we can also enter orders manually.
My package has been registered, but has not yet been received by the delivery service.
That might be true. In some cases, we'll already have your package in the system. We do this to ensure smooth administrative processes. In most cases, you can track the track & trace code in the app no later than 8:00 PM. If not, please check the POSTNL app or the delivery service from which you received the email the next business day. Your package may have been delayed, but in that case, you'll be able to track it in the app or website within a few days.
The Track & Trace says that the delivery person did not meet the delivery time, but I can no longer track my package.
Once your package has been handed over, it's the delivery driver's job to get it to you as quickly as possible. They do this every day, along with dozens of other packages. If the delivery driver doesn't meet the specified delivery time, they'll try again the next business day. Because the system/app also needs to process this, the update for your package may be delayed. Do you have any other questions about expecting your package? Please contact us. In the event of a delay and/or loss, it can take up to five business days for us to start an investigation. Send us a WhatsApp message or email shop@aiwaka.nl.
I received a message from DHL/DPD or another delivery service that my package has been shipped. Is this correct?
Yes, that's possible. Besides POSTNL, we sometimes ship via other postal services, including DPD or DHL. We usually use DHL or DPD if the packages need to be shipped outside the Netherlands.
WASHING INSTRUCTIONS
To ensure the quality of your purchase, we recommend washing it at a temperature no higher than 30°C. Spin at 1200° C. If necessary, they can withstand temperatures of up to 40°C. Always wash inside out, do not tumble dry, and do not iron over the logo.
Jerseys - Preferably cold and/or by hand to prevent shrinkage. The Jaqguard material used is inherently sensitive. This will help maintain quality for as long as possible.
Shirts/Hoodies -
Accessories - Do not wash at ºC . Hand wash is preferred, but machine wash on the hand wash setting. We also recommend not putting cups and glasses in the dishwasher because the logos may peel off.
Jackets (padded) - Do not exceed 30°C, spin cycle at a maximum of 1200°C, and wash inside out if possible. Do not tumble dry, but hang dry. If you wish to tumble dry, you can use a medium or low setting. Add 2 or 3 tennis balls to fluff the jacket.
DISCOUNT
How do I apply the discount code?
Check if the code is still valid and/or if all requirements have been met. Then enter the code. For mobile phones and tablets/iPads, you can apply the code after expanding "Show order overview ▽." For desktop computers or laptops, this overview is already expanded. This means you can simply enter the code. The discount will be applied automatically.
In case of bundle discounts, these are automatically applied by default.
If you have any questions, please contact us at +31 0628339249 or send an email to shop@aiwaka.nl
PAY
Can I pay later?
Yes, you can use Klarna to pay with us, or even pay in installments with 0% interest . Enter your details carefully. After a brief review and approval from Klarna, we will prepare your order.
Can I also pay via a payment request?
Yes, you can! Place your order through our customer service (+31 0628339249). Or email your order to shop@aiwaka.nl. We'll then send you a payment link from the following providers: Mollie, KNAB bank (in the name of Ai Waka). Your order will only be processed after we receive your payment.
SOLD OUT
My order is no longer available or sold out. What now?
We always do our utmost to keep our inventory up to date. However, it may occasionally happen that the supplier's inventory is slightly delayed.
If this is the case, we'll notify you as soon as possible. We'll then email you the expected delivery time and/or a suitable alternative. You can choose whether you want to wait for the (subsequent) order or use the alternative.
You have the right to cancel your order within two business days of receiving the estimated delivery time. This can only be done through our contact form or by email. Please do so as soon as possible, as we will do our utmost to resolve everything as quickly as possible. Unfortunately, we cannot cancel orders once the process has already begun. After receiving your order, you can register it for return and send it back to us.
If the item is no longer available , you have up to two business days to agree to an alternative. If you do not respond, your order will be automatically canceled. The payment will then be refunded to the account used to pay for the order as soon as possible, no later than within 14 days.
PRE-ORDER
Why do you work with pre-orders?
Pre-orders allow us to produce larger quantities in a way that remains affordable for our company. We work with a production team, and it takes time to carefully craft each item.
So a pre-order means you have to wait a little longer, but it is absolutely worth it, you will receive a high-quality item that you will enjoy for a long time.
Do you only serve Suriname or other countries as well?
We definitely supply to other countries as well. Ai Waka started with Suriname jerseys, but we now also make jerseys for other countries, and it doesn't stop there.
Our brand stands for supporting and connecting different cultures. We believe that, despite differences in language and customs, we are all connected. We want to embrace this, so everyone can proudly wear their roots.
For all other questions, comments, complaints and/or suggestions, please contact us via WhatsApp ( +31 0628339249), email shop@aiwaka.nl or via our website and complete the CONTACT FORM .