Frequently asked questions

General inquiries

• How do I get the instruction manual?

  You've received your drone but don't have the manual in your parcel? We've decided to make our manuals available as digital downloads : 

  Instructions drone Aeropro

  Instructions drone Aeromax

  Instructions drone Aero

  Instructions drone Aeropilot

• Are you a dropshipping website?

  No, we have developed our own products and established dedicated partnerships to manufacture our drones. With our own warehouse, we control the storage process for our products. Please find enclosed a photo showing a small part of our stock. You can rest assured that with us, you have the assurance of a dedicated and committed team. This site is dedicated to providing ready-to-ship products to our customers.

  Take a look inside our manufacturing process : watch the video on Youtube

• Where can I find technical support ?

  Click on the widget in the bottom right-hand corner of your screen to chat with one of our dedicated technical professionals.

• Do I need authorization to fly my drone for recreational purposes?

  In the UK, United States, the government makes a distinction between commercial and recreational use of drones. All our drones are recreational drones. If your drone weighs less than 250 grams, rest assured that no restrictions apply and no license is required for its use.

• What happens if the drone runs out of battery?

  If the drone runs out of battery, your phone connected to the drone will alert you immediately, enabling you to make a safe landing. Simply press the landing button for a smooth return. We recommend that you do not fly your drone after receiving the low-battery warning.

• What happens if the drone loses its connection to the phone?

  Don't worry, if you lose the connection to your phone, only the camera return will be active, so you'll still be able to fly the drone and have it return. Our drones are equipped with a connection of at least 1 km, and up to 3 km for some models, so you can keep a constant eye on your drone while still having enough distance for all your adventures.

• What applications do our drones work with?

  You can scan the QR code in the user manual to download the application free of charge and without subscription.

• Will I get everything I need to take off?

  Yes, everything you need for flying and filming. Note: we recommend that you fully recharge the batteries before taking off. We also recommend that you buy the take-off and landing pad, which will enable you to take off and land your drone in complete safety!

• How can I transfer my videos to my computer?

  Simply plug the MicroSD card into the computer like a USB key. You can also export it from your phone to the computer. We strongly recommend using the SD card to transfer images from the drone to your computer if your drone has an SD card slot.

• How do I connect my drone to the application?

  The connection process is extremely simple. Start by downloading the application by scanning the QR code on the instructions. Then simply switch on the drone. Connect to the drone's Wi-Fi using your phone, then open the newly downloaded application. The connection will take place automatically.

• How do I return my order?

  In accordance with the articles of the French Consumer Code, you have a period of 14 days from receipt of your order to return any items that do not suit you, subject to the following conditions; otherwise, we will unfortunately be unable to offer you a refund or exchange.

  To be eligible for a refund, the item must be unused and in the same condition as when you received it. It must also be in its original packaging. For a return, you must provide us with a receipt or proof of purchase.

  If you are entitled to a refund, the procedure is as follows: You send your product to our supplier (the address will be sent to you by email). You are responsible for the return. Once our supplier has received and inspected the returned products, we will send you an e-mail to confirm receipt of the products.

  Your refund will be processed and a credit will automatically be issued to your credit card or original payment method within 24 hours.

Shipping and returns

• What are the delivery times?

  Delivery times are between 7 and 10 working days (depending on availability and delivery method selected). 

• How can I track my order?

  Once you have received your tracking number by email, please click on the link to access the progress of your parcel. It's important to note that there are two stages in delivery: transport of the parcel from Shenzhen to your country, and home delivery by the local postal service. Once the parcel is in your country, your local tracking number will be activated. If it hasn't yet been activated, it's because it's on its way to your country, and you can follow its progress via the available link. You can be sure that the process will take less than 7 days.

  If you have any questions or concerns about delivery, please don't hesitate to contact us by e-mail at info@aero-en.com and we'll be there to assist you if necessary.

• My order still hasn't arrived, is this normal?

  If your order is less than 10 days old, please be patient, as delivery may be delayed, for which we apologize in advance.

  If you still haven't received your product after about 10 days, please contact us via our e-mail address info@aero-en.com.

  If you have ordered your drone for a specific event (wedding, birthday, gift, travel, etc.), please let us know. If the package arrives after the event, we will offer you a commercial gesture, as we want every customer to have the best experience with Aerodrone.

• I would like to cancel my order. Is this possible?

  If your order has not been dispatched, we can of course cancel it. Your order will be dispatched within 24 - 48 hours.

  Simply send us an email specifying your order number. We will cancel your order and refund you within a few days. 

• I would like a refund, but my order is still being delivered. What should I do ?

  If you would like a refund, but your order is already being delivered, French law allows you to make this request. By law, you have the right to request a refund up to 14 days after receipt of your parcel. So you don't have to worry about a thing; all you have to do is wait until you've received your parcel, and then apply for a refund. Once the package has been returned and received, you'll receive a refund within 24 hours.

• I have received my parcel and would like a refund

  If you wish to obtain a refund after receiving your parcel, the procedure is very simple. Please contact us by email to express your refund request. Then simply return the parcel to us at the following address :

  

  Once the parcel has been received, the refund will be processed within 24 hours.

  Please do not hesitate to contact us by email for further information, info@aero-en.com.

• The parcel has apparently been delivered but I haven't received anything.

  If the postal service indicates that your parcel has been delivered to your letterbox without you having received it, it's possible that you've been the victim of theft. Whether the theft is perpetrated by a third party or by the postal service itself, we are committed to conducting a thorough investigation into the situation.

  This investigation will take up to 7 days to understand the circumstances of the incident. Once the file has been opened, if we find that you have indeed been the victim of a theft, please note that we cannot be held responsible for this event. However, to ensure your satisfaction as a customer, we have decided to reship a new parcel in such cases.

  It is important to point out that the decision to reship the parcel will be taken only after the file has been opened by the postal services. Unfortunately, no refund will be possible, as the parcel was correctly dispatched on our side and the loss was due to theft beyond our control.

Additional questions

• What are your payment methods ?

  We currently offer various secure payment methods such as :

  Visa, MasterCard, American Express, ApplePay

• How can I contact you?

  If you have any questions that are not listed on this FAQ page, you can contact us at info@aero-en.com or via the online chat at the bottom right of your screen. Our customer service team will do its utmost to get back to you within 24 hours.