Asked Questions (FAQ)

Welcome to the Aesthete Journey Frequently Asked Questions page. We understand that shopping for premium outdoor furnishings involves many considerations, and we want to ensure that you have all the information you need to make confident decisions. This comprehensive FAQ section addresses the most common questions our customers ask about our products, ordering process, shipping, returns, and more.

If you cannot find the answer to your question here, please do not hesitate to contact our dedicated customer service team. We are always happy to assist you personally.

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1. General Questions

What is Aesthete Journey?

Aesthete Journey is a premier provider of luxury outdoor furnishings, shade solutions, fire features, and accessories. We are headquartered in Raleigh, North Carolina, and serve customers across the United States and around the world. Our mission is to deliver exceptional quality, innovative design, and outstanding value to help you create the outdoor space of your dreams.

Where is Aesthete Journey located?

Our corporate headquarters and showroom are located at:

Aesthete Journey LLC
4030 Wake Forest Road, Ste 349
Raleigh, NC 27609
United States

While our physical location is in North Carolina, we proudly serve customers nationwide and internationally through our online store.

How can I contact Aesthete Journey?

You can reach us through multiple channels:

📧 Email: tranleyvy@gmail.com
📞 Phone: +84934766188
📍 Address: 4030 Wake Forest Road, Ste 349, Raleigh, NC 27609

Our customer service team is available during business hours to assist you with any questions or concerns.

What are your business hours?

We monitor emails outside of business hours and respond as quickly as possible during our operating hours.

Do you have a physical showroom?

Yes, we have a showroom at our headquarters in Raleigh, North Carolina. We invite you to visit us by appointment to experience our products in person. To schedule a visit, please contact us at tranleyvy@gmail.com or +84934766188.

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2. Product Questions

What types of products do you sell?

Aesthete Journey offers a carefully curated selection of premium outdoor living products, including:

• Shade Solutions: Smart umbrellas, market umbrellas, cantilever umbrellas, and umbrella bases.

• Outdoor Furniture Sets: Dining sets, lounge sets, sofa sets, and modular furniture in teak, aluminum, and all-weather wicker.

• Fire and Heating: Fire tables, fire pits, log racks, and spark guards.

• Accessories: Protective covers, replacement parts, and complementary items.

What brands do you carry?

We partner with some of the most respected names in outdoor living, including:

• Treasure Garden: Premium umbrellas and shade solutions.

• AKZ: Innovative cantilever umbrellas and bases.

• Sunbrella®: The gold standard in outdoor fabrics, used in many of our canopies and cushions.

• Various Furniture Brands: We curate collections from leading manufacturers to bring you the best in design and quality.

What materials are used in your products?

Our products are crafted from the finest materials to ensure durability, beauty, and performance:

• Canopies: Sunbrella® solution-dyed acrylic fabric, known for fade and mildew resistance.

• Frames: Powder-coated aluminum, stainless steel, and FSC-certified hardwoods.

• Wicker: All-weather synthetic wicker that resists fading, cracking, and peeling.

• Cushions: High-density foam with weather-resistant, removable covers.

Are your products weather-resistant?

Yes, our products are specifically designed for outdoor use and are engineered to withstand the elements. Our canopies and cushions are fade-resistant and mildew-resistant. Our frames are rust-resistant and powder-coated for durability. However, we recommend covering or storing your outdoor furniture during extreme weather conditions to maximize its lifespan.

Do your umbrellas have wind resistance?

Many of our umbrellas are designed with wind resistance in mind:

• Wind Sensors: Select models feature wind sensors that automatically close the canopy when high winds are detected.

• Vented Canopies: Vented designs allow wind to pass through, reducing stress on the frame.

• Durable Construction: Our frames are built with robust materials to withstand moderate winds.

For maximum safety, we recommend closing umbrellas during high winds or storms.

How do I choose the right umbrella size?

Choosing the right umbrella size depends on the area you wish to shade:

• For a standard dining table (42″–48″): A 9′ umbrella is recommended.

• For larger tables or seating areas: A 10’–11′ umbrella is ideal.

• For expansive areas or poolside: Consider a cantilever umbrella in sizes up to 13′.

We recommend selecting an umbrella that extends at least 2 feet beyond the area you want to shade.

Do your products require assembly?

Some assembly is required for most of our products. We provide detailed assembly instructions with every order. Our larger items, such as furniture sets and fire tables, may require more time and effort to assemble. If you need assistance, our customer service team is available to provide guidance.

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3. Ordering Questions

How do I place an order?

Placing an order with Aesthete Journey is simple and secure:

1. Browse our collections and add your desired items to the shopping cart.

2. Review your cart to ensure all items, quantities, and specifications are correct.

3. Proceed to checkout and enter your shipping information.

4. Select your preferred payment method.

5. Review your order summary and click “Place Order.”

6. You will receive an order confirmation email shortly after.

Can I change or cancel my order?

If you need to modify or cancel your order, please contact us as soon as possible.

• Order Changes: We will do our best to accommodate changes. However, once an order has been processed for shipping, we cannot make modifications.

• Order Cancellations: Orders can be canceled before they are shipped. Once shipped, the order cannot be canceled.

To request a change or cancellation, email us at tranleyvy@gmail.com or call +84934766188.

Will I receive an order confirmation?

Yes, you will receive an order confirmation email immediately after placing your order. This email confirms the details of your purchase and includes your order number. Please save this email for your records.

What happens if an item is out of stock?

We strive to maintain accurate inventory levels on our website. However, in rare cases, an item may be out of stock after you place your order. If this occurs, we will contact you to discuss alternative options, such as backordering the item or selecting a replacement.

Can I pre-order or backorder items?

Some products may be available for pre-order or backorder. In such cases:

• The estimated shipping date will be provided at checkout.

• Estimated dates are approximate and subject to change.

• We will keep you informed of any delays.

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4. Payment Questions

What payment methods do you accept?

We accept the following secure payment methods:

• Credit and Debit Cards: Visa, Mastercard, American Express, and Discover.

• Apple Pay: Fast and secure payments using Apple devices.

• Google Pay: Convenient payments using your Google account.

All transactions are processed through Stripe, one of the most trusted payment processors in the world.

Is it safe to use my credit card on your website?

Yes, your security is our top priority. Our website is secured with SSL encryption, and all payment transactions are processed through Stripe, which is PCI Level 1 certified. Your payment information is encrypted and never stored on our servers.

Do you offer financing or installment plans?

We currently do not offer direct financing or installment plans. However, some credit card issuers may offer installment options as part of their services. Please check with your card issuer for availability.

Will I be charged sales tax?

Sales tax is calculated based on your shipping address and applicable state and local tax rates. The total tax amount will be displayed at checkout before you confirm your order.

Can I change my payment method after placing an order?

Once an order is placed, we cannot change the payment method. If you need to change your payment method, please contact us immediately, and we will do our best to accommodate your request.

Do you accept international payments?

Yes, we accept international payments through our secure payment gateway. All transactions are processed in United States Dollars (USD). Your bank or card issuer may apply currency conversion fees for international transactions.

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5. Shipping Questions

Where do you ship?

We ship to all 50 states in the United States and to many international destinations. If you are unsure whether we ship to your location, please contact us before placing your order.

How much does shipping cost?

Shipping costs vary based on the following factors:

• Shipping Destination: Domestic vs. international.

• Order Size and Weight: Larger and heavier items incur higher shipping costs.

• Shipping Method: Standard vs. expedited shipping.

Shipping costs are calculated and displayed at checkout before you confirm your order.

How long does shipping take?

Shipping times depend on your location and the shipping method you select:

• Standard Shipping (Domestic): Typically 3–7 business days.

• Expedited Shipping (Domestic): Typically 1–3 business days.

• International Shipping: Typically 7–21 business days, depending on destination and customs clearance.

Please note that these are estimates and actual delivery times may vary.

Do you ship internationally?

Yes, we ship to many countries worldwide. International orders may be subject to customs duties, taxes, and fees, which are the responsibility of the customer. We recommend checking with your local customs office for information on applicable charges.

Can I track my order?

Yes, once your order ships, you will receive a shipping confirmation email with a tracking number. You can use this tracking number to monitor the status of your delivery.

What happens if my package is lost or damaged?

If your package is lost or arrives damaged, please contact us immediately.

• Lost Packages: We will work with the carrier to locate your package or initiate a claim.

• Damaged Packages: Please keep the original packaging and take photographs of the damage. Contact us within 7 days of delivery, and we will arrange for a replacement or refund.

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6. Returns and Refunds Questions

What is your return policy?

We offer a 30-day return window from the date of delivery. To be eligible for a return:

• The item must be unused and in its original condition.

• The item must be returned in its original packaging.

• A Return Authorization (RA) number is required.

For full details, please refer to our Refund and Return Policy.

How do I initiate a return?

To initiate a return, please follow these steps:

1. Contact our customer service team at tranleyvy@gmail.com or +84934766188 to request a Return Authorization (RA) number.

2. Pack the item securely in its original packaging.

3. Write the RA number clearly on the outside of the package.

4. Ship the item to the address provided in your return instructions.

Who pays for return shipping?

• Non-Defective Returns: The customer is responsible for return shipping costs.

• Defective or Damaged Items: We will provide a prepaid shipping label and cover the cost of return shipping.

How long does it take to process a refund?

Once we receive and inspect your return, refunds are typically processed within 5–7 business days. Refunds are issued to the original payment method. Please note that your bank or credit card company may take additional time to reflect the refund on your statement.

What items are non-returnable?

The following items are not eligible for return:

• Clearance or final sale items.

• Customized or personalized products.

• Gift cards.

• Assembled or installed products.

• Sanitary items.

Do you offer exchanges?

Yes, we offer exchanges for eligible items. Please contact our customer service team to initiate an exchange. The replacement item will be shipped once we receive and inspect the returned item.

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7. Warranty Questions

Do your products come with a warranty?

Yes, many of our products come with manufacturer warranties that protect against defects in materials and workmanship. Warranty terms vary by product and manufacturer. Please refer to the product page for specific warranty information.

What does the warranty cover?

Manufacturer warranties typically cover:

• Fabric: Fade and mildew resistance (e.g., Sunbrella® fabrics).

• Frames: Structural integrity and rust resistance.

• Mechanical Components: Crank mechanisms, tilt systems, and moving parts.

Warranties generally do not cover damage caused by misuse, accidents, improper assembly, or normal wear and tear.

How do I make a warranty claim?

To make a warranty claim:

1. Contact our customer service team at tranleyvy@gmail.com or +84934766188.

2. Provide your order number, product details, and a description of the issue.

3. Provide photographs of the defect if requested.

4. We will verify warranty coverage and arrange for resolution.

What happens if my product is no longer covered by warranty?

If your product is no longer covered by warranty, we may still be able to assist you by offering replacement parts or providing guidance on repairs. Please contact us for assistance.

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8. Product Care and Maintenance Questions

How do I care for my Sunbrella® canopy?

Sunbrella® fabrics are designed to be low-maintenance and durable. To care for your canopy:

• Routine Cleaning: Brush off loose dirt and hose down with water.

• Deep Cleaning: Use a mild soap and water solution, scrub gently with a soft brush, and rinse thoroughly.

• Stain Removal: For stubborn stains, use a diluted bleach solution (1 part bleach to 10 parts water) and rinse completely.

• Drying: Allow the canopy to air dry completely before storing.

How do I care for my aluminum frame?

Aluminum frames are designed to be weather-resistant. To maintain their appearance:

• Cleaning: Wipe with a soft cloth and mild soap solution.

• Rinse: Rinse thoroughly with water.

• Avoid Abrasives: Do not use abrasive cleaners or pads, as they may scratch the finish.

How do I care for my wicker furniture?

All-weather wicker is durable and easy to maintain:

• Cleaning: Wipe with a soft cloth and mild soap solution.

• Rinse: Rinse thoroughly with water.

• Avoid Abrasives: Do not use harsh chemicals or abrasive cleaners.

Should I cover or store my outdoor furniture during winter?

We recommend covering or storing your outdoor furniture during extreme weather conditions to extend its lifespan. Protective covers are available for many of our products. If storing indoors, ensure the furniture is clean and dry before storage.

How do I maintain my fire table or fire pit?

To maintain your fire table or fire pit:

• Regular Cleaning: Wipe surfaces with a soft cloth to remove dust and debris.

• Burner Maintenance: Keep the burner and ignition system clean and free of debris.

• Propane Tanks: Ensure propane tanks are stored and handled safely.

• Covering: Use a protective cover when not in use.

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9. Account Questions

Do I need an account to place an order?

You can place an order as a guest without creating an account. However, creating an account offers several benefits:

• Faster checkout for future orders.

• Easy access to order history and tracking information.

• Exclusive offers and updates.

How do I create an account?

To create an account:

1. Click on the “Account” icon at the top of our website.

2. Select “Create Account.”

3. Fill in your personal details and create a password.

4. Click “Register” to complete the process.

I forgot my password. What do I do?

If you have forgotten your password:

1. Click on the “Account” icon at the top of our website.

2. Select “Forgot Password.”

3. Enter the email address associated with your account.

4. You will receive an email with instructions to reset your password.

How do I update my account information?

To update your account information:

1. Log in to your account.

2. Navigate to your account settings or profile page.

3. Update your personal information, shipping addresses, or payment methods.

4. Save your changes.

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10. International Orders Questions

Do you ship internationally?

Yes, we ship to many countries worldwide. Please note that international orders may be subject to customs duties, taxes, and fees, which are the responsibility of the customer.

How do I calculate shipping costs for international orders?

Shipping costs for international orders are calculated at checkout based on the destination, order size, and weight. You can view the total shipping cost before confirming your order.

What are the delivery times for international orders?

International delivery times vary by destination and typically range from 7–21 business days. Please note that customs clearance may cause additional delays.

Are there any additional fees for international orders?

International orders may be subject to customs duties, taxes, and fees imposed by your country’s customs authorities. These charges are the responsibility of the customer and are not included in the purchase price.

Can I return an international order?

Yes, you may return international orders. However:

• Return shipping costs are the responsibility of the customer.

• Customs duties and taxes are non-refundable.

• Returns may take longer to process due to customs clearance.

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11. Privacy and Security Questions

Is my personal information secure?

Yes, we take your privacy and security seriously. Our website is secured with SSL encryption, and we use industry-standard security measures to protect your personal information. Please refer to our Privacy Policy for more details.

Do you share my information with third parties?

We do not sell or share your personal information with third parties for marketing purposes. We may share your information with trusted partners who assist us in processing orders, shipping, and providing customer service. These partners are contractually obligated to protect your information.

How do you use my information?

We use your information to:

• Process and fulfill your orders.

• Communicate with you regarding your orders and inquiries.

• Send promotional offers and updates (with your consent).

• Improve our products and services.

Can I opt out of marketing communications?

Yes, you can opt out of marketing communications at any time by clicking the “unsubscribe” link in our emails or by contacting us directly.

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12. Technical Questions

What browsers are compatible with your website?

Our website is optimized for the latest versions of major browsers, including:

• Google Chrome

• Mozilla Firefox

• Microsoft Edge

• Safari

• Opera

For the best experience, we recommend using the latest version of your preferred browser.

Why is my order not going through?

If you are having difficulty placing an order, please check the following:

• Ensure all required fields are filled in correctly.

• Verify that your billing address matches the address associated with your payment method.

• Check that your payment method has sufficient funds or credit.

• Try using a different browser or clearing your cache and cookies.

If the issue persists, please contact our customer service team for assistance.

I am having trouble viewing product images. What can I do?

If product images are not loading properly:

• Check your internet connection.

• Try refreshing the page.

• Use a different browser or device.

• Clear your browser cache and cookies.

If the problem continues, please contact us and we will investigate.

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13. Additional Questions

Do you offer gift cards?

We currently do not offer gift cards. However, we may offer this option in the future as we continue to expand our services.

Do you offer discounts for bulk orders?

For bulk orders, commercial projects, or trade inquiries, please contact us directly at tranleyvy@gmail.com or +84934766188. We will be happy to discuss your needs and provide a customized quote.

Can I request a catalog?

We currently offer our product catalog online. You can browse our entire collection on our website at aesthetejourney.shop. If you would like a printed catalog, please contact us and we will do our best to accommodate your request.

Do you have a loyalty program?

We are currently developing a loyalty program to reward our valued customers. Stay tuned for updates by subscribing to our newsletter.

How can I provide feedback?

We value your feedback! Please email us at tranleyvy@gmail.com with the subject line “Feedback” to share your thoughts, suggestions, or concerns. We read every message and take your input seriously.

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Contact Us

If you have a question that is not addressed in this FAQ, please do not hesitate to contact us. Our knowledgeable and friendly customer service team is here to help.

📧 Email: tranleyvy@gmail.com
📞 Phone: +84934766188
📍 Address: 4030 Wake Forest Road, Ste 349, Raleigh, NC 27609

We look forward to assisting you and helping you create the outdoor space of your dreams.

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Summary of Frequently Asked Topics

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Thank You for Choosing Aesthete Journey

We are honored to be a part of your outdoor living journey. Our goal is to provide you with exceptional products and an outstanding customer experience. If you have any questions or need assistance, please do not hesitate to reach out.

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Aesthete Journey LLC
4030 Wake Forest Road, Ste 349
Raleigh, NC 27609
United States

📧 Email: tranleyvy@gmail.com
📞 Phone: +84934766188

Visit us online: aesthetejourney.shop