FAQ
Welcome to AERO
For over twenty years, AERO existed as a unique design destination in iconic Soho before moving to its current location in the New York Design Center at 200 Lex. People come to us to find hand-picked, custom, and one-of-a-kind items for just about every part of the home. We’re very excited to be able to share this world with you now online, especially the chance to make direct purchases on our website and to browse many more products from the store. We hope to make your online shopping experience as easy and streamlined as possible, while still extending the personal service that we offer in our store.
Please use the links below to answer any questions you may have about AERO or our products, and feel free to call us if you would like other information that we haven’t covered here.
- Ordering
- Shipping
- Returns
- Credit & Payment
- Gifts, Registry & Personal Shopping
- Press, Rentals & Trade
- Privacy
- Contact Us
Ordering
Are all of your products available online?
Only a curated selection of AERO's products are represented online. Some are available for direct online purchase, while others give a sampling of what we have in any given season, and are for sale by calling the store. Our sales associates will always be happy to provide additional information on our full inventory of products that aren’t shown on the website.
You can reach us at the store five days a week, Monday-Friday 10 am-6 pm (Eastern Standard Time), at 212-966-4700.
If I saw an item in your store but can’t find it online, how can I purchase it?
Please contact one of our sales associates to inquire about a specific item.
How do I know if a product is in stock?
We make every effort to display a current and accurate product inventory online. If you ordered an item and the product’s availability changes, we will notify you directly. In the rare instance that any of the items you have ordered are out of stock, you will receive an email from us.
How can I confirm my order was placed?
Once you place an order, a confirmation page will show a summary of your transaction. You can choose to print this page for your records. An email version of the summary will be sent promptly. Please check your spam folder if you do not see the email confirmation in your inbox. We will send subsequent emails when your product ships, including tracking information. Please contact one of our sales associates if you do not receive an email confirmation within 48 hours.
When will I receive my order?
AERO tries to ship your items in a timely manner. Non-furniture items ship as they are available, typically within 2 business days of the original order. For local furniture delivery, we will contact you within 2 business days to arrange a delivery date at your convenience. For national and international furniture delivery, we ship in accordance with our carrier’s schedule. We will speak with you to arrange white glove delivery, and will contact you immediately if the arrival date of your order is delayed.
How soon will my order be delivered and how much will it cost?
Non-furniture orders will default to standard shipping unless specified otherwise. Next-day, 2nd-day, and 3rd-day rush shipping of non-furniture items are available for additional fees. Our expert white glove service will carefully deliver furniture, art, and larger crated items, and assemble when necessary.
For details on delivery and shipping charges to your destination, please view our shipping information below.
Will I receive all the items in my order at the same time?
For your convenience, products will be consolidated into the fewest number of shipments possible. In the event that your products arrive in multiple shipments, we will send you a separate tracking number for each one.
Can I cancel or amend my order?
You can cancel an order up until the time it is shipped. Please email us if you wish to do so at store@aerostudios.com
Do you offer special order services and/or customization to furniture and lighting?
Yes, we are happy to place special and custom orders. At this time such orders can only be arranged through the store, not online. Please contact a sales associate for further information and policies surrounding custom requests.
Shipping
Information on general shipping and delivery costs is located here.
Shipping is based on order total and delivery area. There is a $15 minimum shipping charge on all orders.
Non-furniture International shipping includes Alaska, Hawaii, Puerto Rico, and Canada. For all international shipping, a sales associate will automatically contact you to formulate a custom quote. Please see below for more information on these shipments.
In-store pickup: Many items are available for in-store pickup at no charge. We will contact you within 2 business day with details on how to retrieve your order should you wish to pick it up. Please contact us if you have questions about in store pickup.
For in-store pickup of furniture, art, or other large, crated items, please note that only licensed and insured art and antique furniture movers are permitted in the gallery. Please speak with a sales associate to organize an in-store pickup and arrange quotes by a third-party art handling service. We are happy to recommend carriers.
Information on white glove delivery of furniture, wall mirrors and large-scale lighting is located here.
Shipping and delivery within the local tri-state area varies, depending on many factors. Approximate rates of $125-$600 can be expected depending on weight and location. For all white glove deliveries, one of our sales associates will contact you promptly to arrange your shipping and calculate precise rates. Since custom furniture is non-returnable, a site-specific fit analysis should be considered if you have space, hallway or elevator limitations. Also please inform us if your building requires a certificate of insurance.
If you are making a large-sized purchase online which requires white glove shipping, you will only be charged for the retail price of the item(s) at checkout. A sales associate will contact you within 2 business day to review the shipping costs and organize the delivery. These charges will be processed separately through the store. A shipping quote will be provided by email, supplying details such as the pickup and delivery location, price, and timeline. Upon payment and dispatch, we will email your shipping receipt and provide tracking updates.
Expedited furniture delivery service is available for additional fees. Both air freight and non-stop service are available through our expedited freight partner. Please inquire with a sales associate for more information.
For continental US furniture deliveries, rates start at approximately $350; for precise rates, please contact a sales associate. Depending on time frame and required date, we can usually work with our partner carriers to find you the best rate possible.
International shipping is available. Please see below for further information.
Information on international shipping is located here.
For all international orders, we will provide a custom quote based on the products purchased and your international shipping destination. The quote will cover shipping and handling only. AERO is not responsible for duty, brokerage, or any additional fees due at the destination address. We can, however, recommend our international partners to assist in the transportation and, depending on the situation, brokerage if required. You can then work with the carrier directly.
International shipping rates also apply to Alaska, Hawaii, Puerto Rico, and Canada. Please contact one of our sales associates to learn more about our international shipping terms.
Is there a way to determine in advance if a furniture item will fit into my home?
Prior to purchasing an item, AERO's warehouse and shipping partners can arrange an on-site survey for a nominal fee for all local furniture deliveries. They can quote special handling needs should a building not have a freight elevator, as well as organize custom handling in many circumstances. Please contact a sales associate for more information.
What do I do if my order arrives damaged?
Please be sure to inspect merchandise within 48 hours of receipt and save original packing materials so that we may file an insurance claim with the carrier. If damage is suspected upon delivery, please refuse the shipment whenever possible. Notify us by email or phone and we will attempt to remedy the situation as quickly as possible.
Why do you need my phone number and email for shipping?
We need a valid email address and telephone number to contact you should any issues arise during shipping and delivery. Failure to provide these details could affect your delivery time. Should you have any concerns about how this information is used or stored, please visit our privacy section.
Returns
What is your return policy?
Most items can be returned within 7 days with the original receipt for a store credit. Return shipping is the responsibility of the customer. In certain cases we can deduct the shipping charge from a customer’s credit or refund it if necessary.
After 7 days, a restocking fee of 20% is deducted from the credit. Without a receipt or after 30 days, nothing is returnable.
I bought a product online. Can I return it to the store?
Please contact us and one of our sales associates will determine if it is possible to return an item to the store.
Credit & Payment
Which credit cards do you accept?
We accept Visa, MasterCard, and American Express.
Do you charge taxes?
AERO collects sales tax only in the state of New York, generally at New York City tax rates. Sales tax is paid on the total of merchandise and shipping fees. If we are shipping outside of New York State, we do not charge tax.
Gifts, Registry & Personal Shopping
How do I place a gift order?
To place a gift order online, enter the recipient’s information in the shipping address fields during checkout. You will also have the option to include gift wrap and a personal message, handwritten on AERO stationery.
How do I order gift wrap for an item?
When reviewing the items in your cart, you will be prompted to check a box if you would like our gift wrap option. We also provide a text field where you may leave us instructions (for example, if you are purchasing multiple items but only want certain of them gift-wrapped) or to write out your gift note or notes. Otherwise, we will assume that everything in your order is a gift.
Please be aware that gift wrap is not available for all items. We always do our best to accommodate gift wrap requests; however, we may not be able to wrap certain items due to size or other limitations.
What does your gift wrap look like and how much does it cost?
We offer our signature store gift wrapping with AERO tissue paper and an assorted mix of silk, twine, and grosgrain ribbon. Our gift wrap service is free of charge.
Can I include a personal message with or even without gift wrap?
Yes, you can add a personalized note with any purchase. To do so, simply write out your message in the text field that will appear below the gift wrap box during checkout. Your message will be handwritten on AERO stationery.
Can I purchase a gift certificate to AERO?
Yes, you can order an AERO gift certificate by contacting us at the store. Please note that gift certificates are final sale items, and are valid until redemption.
Do you have a bridal registry?
Yes, we have a bridal and gift registry. Right now it is exclusively operated through the store, though we are working to bring a gift registry online.
Our registry services are unique in that we offer both stocked and one-of-a-kind items, as well as the ability to custom source vintage tabletop pieces and accessories, commission art, and recommend other collectibles.
Please contact a sales associate for more information or to make an appointment to begin your registry. You can always visit the website to survey our product selection. While not all of our inventory is presented online, you will still see a good representation of the many types of goods that we can put together for you in a personalized registry for your special event.
Do you offer any other kinds of personal shopping ?
Yes, we have two different types of customized shopping programs at Aero.
Our first program is a Curated Shopping Service. Just think of us as personal design scouts for our busy clients. We can make gift selections and suggestions, maintain your gift calendar and create reminders, and, for your own ongoing collecting, we can develop a profile of your preferences and contact you when anything of interest comes into the store. Our Curated Shopping Service is free of charge.
We also find that many of our store clients wish for a modest amount of professional support in their decorating process. For this request we offer a program of home furnishing guidance called Retail Decorating Services. This program bridges the gap between curated design shopping and our full-commission Aero Studio interior design services.
Our experienced sales associates can work with you to choose furniture and upholstery, lighting, decorative objects and accessories, rugs, art, and vintage pieces from within our extensive inventory. They can help you make informed selections involving colors, fabrics, and room layout, and help expedite custom orders.
To get started, a member of the team will meet with you to analyze floor plans and images that you provide of your space’s existing layout. We will schedule a site visit to determine the scope of the design opportunities, and arrange an in-store client consultation to review potential design solutions. Site visits can be arranged at the cost of $195 per hour with a minimum of two hours, including travel time. For clients outside of Manhattan, the charges will be determined on a case-by-case basis.
Please contact the store to learn more about our Curated Shopping and Retail Decorating Services.
Press, Rentals & Trade
Do you rent your items for commercials and print advertising?
We rent most items in our gallery for television, film and commercials. Please speak to a sales associate for further information.
Do you offer a trade discount to designers & architects?
We offer trade discounts for qualified interior designers and architects. Please speak with a sales associate about registering for a trade account.
Do you work with local media and press?
For press inquiries, please contact a sales associate or email us directly at press@aerostudios.com
Privacy
Is your website secure?
Our website has security measures in place to protect the loss, misuse, and/or alteration of the information under our control. All orders are transmitted over secure Internet connections using SSL encryption technology. Your personal information, including your credit card information, is in encrypted formats at all times. This website and all user data are also protected by a multi-layer firewall-based security system. AERO never keeps credit card information on file.
Will you share my email address?
No, we will never disclose your personal information to any third party without your permission.
How do I remove my name from your mailing list?
You can stop receiving our emails by clicking the unsubscribe option at the bottom of any AERO email.
For additional information, please visit our Terms & Policies page.
Contact Us
Where is the store location and what are the hours?
We are located in Suite 1500 at the New York Design Center, 200 Lexington Ave, New York, NY, 10016.
Our hours are Monday-Friday 10am-6 pm (Eastern Standard Time). You can reach a sales associate by phone during store hours at 212-966-4700.
If you would like to visit AERO outside of store hours, please contact a sales associate to see if it is possible schedule a special appointment.
Please sign up to our mailing list to be kept up to date on special offers, sales, and other Aero events.
Any other questions we haven’t answered?
Please feel free to contact us with any additional questions.
We welcome your comments and suggestions, and thank you for shopping with us.
