– UPDATE 13.03.2020 –
Due to the coronavirus delivery might take longer than usual. We’re still sending out products. Extended return 60 days.
RETURNS & EXCHANGES
AIAYU gladly accepts returns, but no later than 14 days from the date of receipt. Items should be returned new and unused. The return amount can only be transferred to the account from which the item has been purchased.
Return/exchange in our stores
If you wish to return or exchange your purchase to a different size or colour, it is possible to do so in the AIAYU Store, Store Strandstræde 12, in Copenhagen and the AIAYU Store, Volden 34, in Aarhus C. This option does not apply to our Oslo store.
Please note that the return amount will be transferred to your account within 2-3 days, and cannot be transferred in the shop.
Return/exchange through our webshop
If you wish to return the item through our webshop, please download the return form here.
Please send return items to the following address:
C/O System Transport
If you wish to exchange your purchase to a different size or style, please do so by placing a new order on our webshop after having returned the item.
Regarding webshop returns
Returns that are damaged, soiled or altered may not be accepted and may be sent back to you at your own expense.
As soon as we have received and accepted the return, all successfully returned items will be credited to the credit card used to originally purchase the items, less any taxes or import duties incurred. The original shipping charges will not be refunded.
Please note that it can take up to 10 business days for the refund to appear in your account.
When returning an item, you must pay the direct and total cost of returning the product(s). Upon returning, you are fully responsible for the product(s) being wrapped securely, to effectively avoid damage while they are in transit.
The full responsibility for the product is yours until the product has been safely delivered to us on the return address listed below on this page. We do not accept responsibility for items lost in shipping when returned, so we recommend you keep a receipt with a tracking number as proof that the package was sent.
Please note that we do not accept packages sent as cash or collect on delivery. The customer/sender alone is responsible for sending back the goods to us on the listed return address.
Regarding Norwegian orders placed on Aiayu.com:
Please note that Norwegian orders placed on aiayu.com (international site) cannot be exchanged or returned via our store in Oslo. This option is only available for orders placed on our Norwegian site (aiayu.com/no), which ships locally to adresses in Norway. For returns on orders placed through aiayu.com, please send to:
C/O System Transport
Thank you for keeping this in mind when ordering.
Right of withdrawal
You have 14 days right of withdrawal, when you shop at aiayu.com.
The right of withdrawal period expires 14 days after the day you initially received your product. You must notify us within 14 days of receipt, if you wish to withdraw your purchase. Please note that you cannot regret your purchase just by denying receipt of the product without informing us at the same time.
The announcement must be made through one of the following channels:
Phone: +45 3332 3280
In your message, you must make it clear that you wish to use your right of withdrawal. You can also choose to use our model withdrawal form and return it to us. The withdrawal form can be copy/pasted directly from this page unto an email:
Model withdrawal form
I hereby give notice that I wish to withdraw from my contract of sale for the following goods:
Ordered on (insert date)/received on (insert date),
Name of customer
Withdrawal of a part of an order
If you buy more than one item on our webshop, you can withdraw one or more items, even though they are bought and sent as one order.
Please note that you will not get the delivery cost refunded, if you withdraw a part of an order.
You must send your order back to us no later than 14 days after you have informed us that you wish to regret your purchase. You must pay the direct and total cost of returning the product(s). Upon returning, you are responsible for the product(s) being wrapped securely, to effectively avoid damage while they are in transit. The full responsibility for the product is yours until the product has been safely delivered to us on the listed return address.
The condition of the product when you return it
You are only responsible for any diminished value of the goods resulting from the handling of the goods, other than what is necessary to establish the nature, characteristics and functioning of the goods. In other words: you can test the product in the same way you would test it in a physical store.
If the product has been tested additionally, we will have to consider it used, which means that you, when withdrawing from the contract, can only get either a part of, or none of, the price reimbursed, depending on the commercial value of the product.
To receive the full price you must therefore behave, as you would in a physical store. You can test the product, but you cannot start using the product, as the latter will affect the outcome of a potential reimbursement.
If you withdraw from the contract, you will of course receive the amount you have paid to us. In the event of a diminished value, for which you are responsible, this will be deducted from the price.
If you are using your right of withdrawal, we will refund all payments received from you, including delivery costs (not, however, additional costs incurred as a result of your own choice of a different form of delivery than the cheapest form of standard delivery, which we offer), without undue delay, and in any event no later than 14 days from the date on which we have received notice of your decision to withdraw from the contract. We will make the reimbursement to the same means of payment, which you used for the original transaction, unless you have explicitly agreed to something else.
We can withhold reimbursement, until we have received the goods, unless you provide us with documentation of having returned the products.
Please contact customer service at firstname.lastname@example.org or at +45 3332 3280
if you have any questions regarding a delivery or a return/refund.
We are at your service from Monday – Friday between the hours of 9 am -15 pm, and we are happy to help with any questions you may have. We strive to get back to you as quickly as possible, usually within 24 hours.