Refund policy
I accept returns, exchanges within 30 days. Buyer is responsible for return postage costs and any loss in value if an item isn't returned in original condition.
Cancellations accepts order cancellations within 2 days.
Damaged goods return policy If you receive a damaged item, please let me know right away. Please send pictures of damaged items for potential refund or replacement.
Lost or stolen packages If the tracking information shows the package was delivered, check around your home and with neighbours. If it is not located, contact the carrier for assistance. If you are unsuccessful, please email me at ayaai.alias@gmail.com.
Made-to-Order Production Policy Many AyaAi pieces are created in partnership with trusted production studios, including Contrado, and are made to order especially for you once your purchase is placed.
To support thoughtful production and help reduce unnecessary waste and overproduction, items move into production shortly after an order is received.
Because production begins shortly after purchase, order changes, cancellations, or modifications may be limited once production has started.
Right of Withdrawal (EU Customers) If you are located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason (the "cooling-off period"). The withdrawal period begins on the day you, or a third party you designate, receive the goods.
To exercise your right of withdrawal, you must inform us of your decision by contacting us at ayaai.alias@gmail.com before the withdrawal period expires.
Once you notify us, you have an additional 14 days to return the goods. You are responsible for the cost of return shipping. We will issue a full refund — including original shipping costs — within 14 days of receiving the returned goods or proof of return, whichever comes first. Refunds will be issued using the same payment method as the original purchase.
Please note: The right of withdrawal does not apply to custom-made or personalized items produced to your specifications, as these are exempt under EU Consumer Rights Directive Article 16(c).