Returns and refunds
Return Request
To make a return request and receive the appropriate shipping label for your country, please fill out the contact form. Specify the items involved and the reason for the return.
Tip: have your invoice ready to specify the exact model, color, and size.
Return Policy
- Timeframe: returns accepted within 30 days from the purchase date.
- Condition of items: like new, unworn, unwashed, in the original packaging, with tags intact.
- Refund: on the original payment method, after receipt and inspection in the warehouse (processing time 5 to 15 business days).
- Holiday period: for purchases from 12/01 to 12/14, returns possible until 01/30 of the following year.
Items showing signs of wear, improper care, or without tags will not be refunded.
Return Fees by Country
- European Union & Switzerland: free return within 30 days via a prepaid label provided by AYAQ.
- Japan & countries outside Europe: return costs are the responsibility of the customer, except in cases of defective products or shipping errors (fully covered by AYAQ). If shipping to France is too costly, we can recommend a local authorized repairer.
No hidden costs at purchase: orders are delivered DDP (duties and taxes included). The above fees only concern the return shipment.
Defective Product or Shipping Error
If your item has a manufacturing defect or if the order received is not as described, AYAQ covers all round-trip shipping costs and prioritizes repair. If repair is not possible, a replacement or a credit/refund will be offered, in accordance with the AYAQ Warranty.
Where to Return Your Item?
- Purchase in store (authorized dealer): return the item directly to the store of purchase. The dealer manages the request with AYAQ if necessary.
- Online purchase from a dealer: make the return via the dealer's website.
- Purchase on ayaq.com: return the item via AYAQ by contacting us here.
How to Return an Item?
- Send your request via the contact form (model, color, size, reason).
- Receive and print the return label provided by our Customer Service (or follow the procedure indicated for countries outside Europe).
- Place the item in its original packaging if possible, attach the label, and drop off the package at the indicated carrier.
- Upon receipt, our team checks the condition and compliance of the returned items.
- After validation, you will receive a confirmation email. The refund appears within 5 to 15 business days on your original payment method.
Note: the refund covers the total price of the returned items. Initial shipping costs (outbound) are not refunded.
Repair Instead of Return?
A snag, a damaged zipper, or normal wear might not always require a return. Our workshop can repair your products at reasonable rates, including out of warranty. Visit the Repair page to learn about the services and prices.
Logistical delays and customs formalities may cause variations in transport independent of AYAQ's will.
