Returns and refunds
Request a return
To request a return and receive the appropriate shipping label for your country, please complete the contact form. Specify the items you wish to return and the reason for the return.
Tip: have your invoice ready to double-check the exact model, colour and size.
Return policy
- Time limit: returns are accepted within 30 days of the purchase date.
- Item condition: as new, unworn, unwashed, in the original packaging, with tags intact.
- Refund: issued to the original payment method once the items have been received and inspected at our warehouse (processing time: 5 to 15 working days).
- Festive season: purchases made from 1 to 14 December can be returned until 30 January of the following year.
Items showing signs of wear or improper care, or with missing tags, cannot be refunded.
Return costs by country
- European Union, Switzerland & United-Kingdom: free returns within 30 days using a prepaid label supplied by AYAQ, for eligible items meeting the above-mentioned condition requirements.
- Japan, North America & other countries outside Europe: return costs are the customer's responsibility, except in the event of a faulty product or shipping error (fully covered by AYAQ). If shipping to France is too expensive, we can recommend an authorised local repair specialist.
No hidden costs at checkout: orders are delivered DDP (taxes and duties included). The above-mentioned charges apply only to return shipping.
Faulty product or shipping error
If your item has a manufacturing defect or the order you receive is incorrect, AYAQ covers all outbound and return shipping costs and prioritises repair. If repair is not possible, a replacement or credit/refund will be offered in accordance with the AYAQ Warranty.
Where should you return your item?
- Purchased in store (authorised retailer): return the item directly to the store where you bought it. The retailer will handle the request with AYAQ if necessary.
- Purchased online from a retailer: arrange the return through the retailer's website.
- Purchased on ayaq.com: arrange your return through AYAQ by contacting us here.
How do you return an item?
- Submit your request using the contact form (model, colour, size, reason for return).
- Receive and print the return label supplied by our Customer Service team (or follow the instructions provided for countries outside Europe).
- Place the item in its original packaging if possible, attach the label and drop off the parcel with the specified carrier.
- On receipt, our team checks the condition of the returned items and verifies that they meet our return requirements.
- Once approved, you will receive a confirmation e-mail. The refund will appear on your original payment method within 5 to 15 working days.
Note: the refund covers the price of the returned items, including tax. Original outbound shipping costs are not refunded.
Repair rather than return?
A tear, a damaged zip or normal wear does not always call for a return. Our workshop can repair your products at reasonable rates, even outside the warranty period. Visit the Repairs page for services and prices.
Logistical delays and customs procedures may affect transit times beyond AYAQ's control.
