Support & FAQ
Need a hand? You're in the right place. Most questions are answered below — and if yours isn't, email us and a real person will reply within 1 business day.
Contact Us
UK warehouse
AIRCOOL UK
Unit 4B, London Business Park
1 Harbour Exchange Square
London, E14 9GE
United Kingdom
Ireland office
AIRCOOL
24 Willow Grove
DOORADOYLE, LK V94 F1P9
Ireland
⏰ Monday–Friday, 9:00–18:00 · Replies within 1 business day
📋 Include your order number for anything order-related — it cuts resolution time in half.
Orders & Delivery
Where is my order?
You'll receive a tracking link by email as soon as your order ships (within 1–2 business days of ordering). Check spam if you can't see it. If tracking hasn't updated for 3+ days, email us and we'll chase the courier directly.
How fast is delivery?
UK: 2–4 business days, free and tracked. Ireland & EU: 3–6 business days. Full details in our Shipping Policy.
Can I change or cancel my order?
Yes — if it hasn't shipped yet. Email us as soon as possible with your order number and we'll amend or cancel it. Once shipped, you can still return it under our 30-day guarantee.
My order arrived damaged
Sorry about that — we'll fix it fast. Email us within 48 hours with photos of the box and the item, and we'll send a replacement or full refund. You won't be left dealing with courier claims.
Product Questions
What size AC do I need?
Quick version: up to 20m² → 9,000 BTU · 20–30m² → 12,000 BTU · 30m²+ → 14,000+ BTU. High ceilings or lots of sun? Size up. Full breakdown on our Size Guide page — or email us your room dimensions for a personal recommendation.
Do I need an engineer to install it?
Portable and window units: no — setup takes about 10 minutes with the included kit. Split systems: yes, they legally require a certified engineer. Step-by-step instructions are on our Installation Guide page.
How loud are the units?
Our portables run at 42–52dB depending on mode — sleep mode is roughly the level of a quiet library. Comfortable to sleep next to.
How much electricity does it use?
A typical 9,000 BTU unit on eco mode costs roughly the same per hour as running a kettle for a few minutes. All units are A-rated; exact consumption is on each product page.
Can I use it in a rental?
Absolutely — portable units need zero permanent installation. The window seal kit zips in and out without marks, screws, or landlord conversations.
Returns & Warranty
What's your return policy?
30-day money-back guarantee on every unit, plus your statutory 14-day right of withdrawal. Full details in our Refund Policy. Email us to start a return — it takes two minutes.
How does the 2-year warranty work?
Every unit is covered against manufacturing defects for 2 years from delivery. If something fails under normal use, email us with your order number, a description, and photos/video — we'll repair, replace, or refund.
When will I get my refund?
Within 14 days of us receiving your return, back to your original payment method. Banks sometimes add a few days on top.
Payment
What payment methods do you accept?
All major debit and credit cards, plus the express options shown at checkout (Shop Pay, Apple Pay, Google Pay where available). Buy-now-pay-later options appear at checkout where supported.
Is my payment secure?
Yes — all payments are processed through Shopify's PCI-compliant checkout with bank-level encryption. We never see or store your card details.
Didn't find your answer? Email nathin.smith@gmail.com — we're genuinely quick.