Returns and Refunds
Return Request
To request a return and receive the correct shipping label for your country, please complete the contact form. Specify the items and reason for the return.
Tip: have your invoice ready to provide the exact model, color, and size.
Return Policy
- Deadline: returns accepted within 30 days from purchase date.
- Item condition: like new, unworn, unwashed, in original packaging with tags intact.
- Refund: to the original payment method after receipt and inspection at our warehouse (processing time 5 to 15 business days).
- Holiday period: for purchases between 12/01 and 12/14, returns accepted until 01/30 of the following year.
Items showing wear, improper care, or missing tags cannot be refunded.
Return Shipping Fees by Country
- European Union & Switzerland: free returns within 30 days using a prepaid label provided by AYAQ.
- Japan & countries outside Europe: return shipping costs borne by the customer, except for defective products or shipping errors (fully covered by AYAQ). If shipping to France is too costly, we can recommend an authorized local repair center.
No hidden purchase costs: orders are delivered DDP (taxes and duties included). The above fees apply only to the return shipment.
Defective Product or Shipping Error
If your item has a manufacturing defect or the order received is incorrect, AYAQ covers all round-trip shipping costs and prioritizes repair. If repair is not possible, a replacement or credit/refund will be offered, in accordance with the AYAQ Warranty.
Where to Return Your Item?
- In-store purchase (authorized retailer): return the item directly to the store. The retailer will coordinate with AYAQ if needed.
- Online purchase from a retailer: process the return through the retailer’s website.
- Purchase on ayaq.com: return the item via AYAQ by contacting us here.
How to Return an Item?
- Submit your request via the contact form (model, color, size, reason).
- Receive and print the return label provided by Customer Service (or follow the instructions for non-European countries).
- Place the item in its original packaging if possible, attach the label, and drop off the package at the designated carrier.
- Upon receipt, our team inspects the returned items for condition and compliance.
- After approval, you will receive a confirmation email. Refunds are processed within 5 to 15 business days to your original payment method.
Note: refunds apply to the total price of returned items. Original shipping costs (outbound) are non-refundable.
Repair Instead of Return?
Minor damage, a broken zipper, or normal wear don’t always require a return. Our workshop can repair your products at reasonable rates, including out of warranty. See the Repair page for services and pricing.
Logistics and customs procedures may cause shipping delays beyond AYAQ’s control.
