HOW CAN WE HELP?

FREQUENTLY ASKED

• How do I apply AERO2 Strips? Product

  Start with clean, dry skin. Wash the bridge of your nose and dry it completely — any oil, sunscreen or moisturiser left on the skin is the single most common reason a strip lifts early.

  Peel the strip off its backing, holding it by the ends. Centre it across the bridge of your nose, just above the flare of your nostrils. You should feel it sitting on the soft tissue, not up on the hard bone.

  Press the ends down firmly and hold for about 10 seconds. The adhesive needs contact and warmth to set. Once it is on, you should feel a gentle outward pull on your nasal passages straight away.

  Read the instructions and warnings printed on the bag before your first use — those are the ones that count.

• How long does one strip last? Product

  One strip is designed for a single session: one ride, one race. The adhesive is rated to hold for the length of a hard effort without lifting. Never wear one for more than 12 hours at a time.

  Reusing a strip is not recommended. Once the adhesive has been removed from skin it loses most of its grip. A strip that no longer holds firmly is no longer doing anything mechanically.

  Every bag holds 30 single-use strips.

• Will they stay on when I sweat? Product

  Yes. The adhesive is designed for sustained effort and heat, which is exactly the condition it was developed for.

  There is one thing that defeats it, and it happens before you start: applying the strip to skin that still has sunscreen, moisturiser or sweat on it. The adhesive bonds to skin, not to a layer of product sitting on top of it. Clean and dry the bridge of your nose first and it will hold through the session.

  If a strip does lift mid-ride, the cause is almost always application rather than the strip itself.

• Do they work with sunglasses? Product

  Yes, they do.

  AERO2 Strips sit low on the nose, just above the flare of the nostrils. Sunglasses rest higher, on the hard bridge, so the two do not compete for the same piece of skin. You may want to seat your glasses first and then apply the strip beneath them.

• Which size should I choose? Product

  We make two: S and M. Both are sold as a bag of 30 single-use strips, and both fit any nose — M is the one most riders choose, and the one to pick if you are unsure.

  As a general rule, the strip should span the soft tissue either side of your nose without its ends curling over the edge. If the ends do not sit flat against skin, the strip is too large; if you feel no outward pull once applied, it is too small.

  Ordered the wrong one? We exchange it while the bag is still sealed — see I ordered the wrong size.

• Is there anyone who should not use them? Product

  AERO2 Strips are a class I medical device with CE marking, under EU Regulation 2017/745. Like any medical device they have, or may have, side effects and contraindications: read the label and the instructions in the bag before you use one.

  Do not use a strip:

  1. On irritated, damaged or broken skin
  2. For more than 12 hours at a time
  3. On children under 5 years old.
  4. If your skin reacts, take the strip off and stop using them, then write to us, we will sort it out.

  The manufacturer, the EU representative and the full device identifiers are listed in our legal notice.

• When will my order ship? Shipping

  We prepare your order the same day if you buy before 15:00 Monday to Friday, or before 11:00 on Saturday. Later than that, or on a Sunday or a public holiday, and it goes out the next working day.

  Once it leaves the warehouse, delivery normally takes 1-2 working days to mainland Spain, the Balearic Islands and Portugal, and 3-4 working days to the rest of the EU. Those estimates run from dispatch, not from the moment you pay, and a carrier incident can move them.

  You get a confirmation email as soon as the order is placed, and a second one with tracking when the parcel is on its way.

  In every case you will have your order within 30 calendar days. If it has not arrived by then you can give us a reasonable extra period and, if that passes too, cancel and get all of your money back. The full detail is in our shipping policy.

• Where do you ship, and what does it cost? Shipping

  We ship to mainland Spain, the Balearic Islands, Portugal and the rest of the European Union. We do not ship to the Canary Islands, Ceuta or Melilla yet.

  The shipping fees and times vary depending on the address where you are making your order:

  • Mainland Spain, the Balearics and Portugal — 2,99 €, 1-2 working days
  • Rest of the European Union — 4,99 €, 3-4 working days
  • Shipping is free on orders of 45 € or more.

  Every destination we ship to is inside the EU, so there are no customs charges or import duties waiting for you at the door: the price you see at checkout is the price you pay.

• What if I am not home when it arrives? Shipping

  The courier leaves the parcel at a pickup point near your address and tells you which one through the tracking link. It normally stays there between 7 and 15 days.

  If it comes back to our warehouse — a wrong address, or nobody collected it in time — we can send it out again, but that second shipment is at your cost. It is worth checking your address before you pay.

• How do I track my order? Orders

  When your order leaves the warehouse we email you a tracking number. Orders are prepared by our logistics operator, Beeping, and delivered by Correos Express.

  If the tracking email has not arrived, check your spam folder first — it is the usual culprit. If you have an account, you can also see the status of every order under your account.

  If something goes wrong with the delivery you do not need to chase the carrier yourself. Tell us and we deal with them.

• Can I cancel or change my order? Orders

  Orders go into preparation automatically, so we cannot promise a cancellation — but we will try. Write to us as soon as you can with your order number.

  If the parcel has already left, you still have your 14 days to send it back unopened. See can I return my order?

• My order arrived damaged or incomplete Orders

  Until the parcel is in your hands, the risk is ours. Contact us as soon as you notice with:

  • Your order number
  • A photo of the damage, or a note of what is missing

  A photo lets us resolve it in one message rather than several. We will re-send the order or refund you in full, at no cost to you, and you do not have to claim anything from the courier, because we do that ourselves.

  The same applies if a parcel is lost on the way.

• How do I pay, and where is my invoice? Orders

  Prices include tax. Shipping is worked out separately and shown before you confirm, so there is no charge you have not seen — and no surcharge for the payment method you choose.

  Payment is handled by the gateways enabled in our Shopify checkout. We never see or store your full card details.

  Your invoice arrives by email. If you need it made out to different tax details, tell us.

  You can buy without creating an account, and you need to be an adult to order. The full conditions are in our terms of service.

• Can I return my order? Returns

  Yes — you have 14 calendar days from the day your order arrives to change your mind, with no explanation needed, as long as the bag is still sealed and unopened.

  AERO2 Strips are a medical device worn in direct contact with the skin and sealed for hygiene, so once that seal is broken the law no longer allows a return. It has nothing to do with the guarantee: if the product is faulty, you are still covered.

  How it works:

  • Tell us before the 14 days are up, by contact@aero2strips.com or through the contact form. Saying you want to return it is enough.
  • You then have another 14 days to send it back, well protected and with the seal intact, to Devoluciones AERO2 Strips, Calle Artesans 29, 46970 Alaquàs, Valencia, Spain.
  • Keep the proof of postage until the return has been processed.

  Return postage is yours if you simply changed your mind, and ours — all of it — if the product was faulty or we got the order wrong.

  We refund the price of the product plus the shipping you paid on the way out, by the same method you paid with, or we will replace your order completely free, within 14 calendar days of you telling us. How quickly it then shows up is down to your bank. The binding text is our refund policy.

• I ordered the wrong size Returns

  We will change it for you as long as the bag is still sealed and in its original condition. Write to us with your order number and the size you want instead.

  The shipping for the exchange is on you, unless the reason is a fault in the product. Review our Terms of Service for further information.

• What if the product is faulty? Returns

  You have a 3-year legal guarantee from the day you receive it.

  Write to us with your order number and we will replace it or refund you — free, postage included.

• How do I get in touch? Support

  Email contact@aero2strips.com, or use the contact form. We are there Monday to Friday, 14:00 to 20:00, and we answer in under 48 working hours.

  If your question is about an order, send the order number with it and we will resolve it sooner. You will also find us as @aero2strips on Instagram.

  The store is run by AERO2 STRIPS, S.L., in Valladolid, Spain; the company and registry details are in our legal notice.

• What do you do with my data? Support

  Only what it takes to get your order to you. Your details reach Shopify, where the store runs; the payment gateway that takes the payment; Beeping, who prepare the parcel; and Correos Express, who deliver it. We never see your full card number.

  You can ask us for access, rectification, erasure, restriction, portability or objection at any time, and withdraw your consent whenever you like, by writing to contact@aero2strips.com.

  Retention periods, legal bases and your right to complain to the Spanish data protection agency are set out in our privacy policy.