Ayö Atelier
Returns & Exchanges
We hope you enjoy your Ayö pieces. As many of our creations contain fragrance or are prepared with care for each order, certain items cannot be returned or exchanged.
Fragrance Products
For hygiene and product integrity reasons, perfume and fragrance products cannot be returned or exchanged once purchased, except where an item is faulty, damaged or incorrectly supplied.
This includes candles, reed diffusers, diffuser refills, wax melts and other fragranced products.
Ceramics & Accessories
Unused, non-fragranced ceramics and accessories may be eligible for return or exchange, provided they are returned in their original condition and packaging.
Please contact us before returning any item. Items returned without prior approval may not be accepted.
Return delivery costs are the responsibility of the customer unless the item received was damaged, faulty or incorrect.
Handmade Ceramics
Our ceramics are made by hand. Subtle variations in shape, colour, glaze and finish are part of their individual character and are not considered defects.
No two handmade pieces will be exactly alike.
Damaged or Incorrect Orders
If your order arrives damaged or you receive an incorrect item, please contact us as soon as possible with:
- Your order number
- Clear photographs of the item
- Photographs of the packaging
Once reviewed, we will contact you with the appropriate solution.
Please keep the item and its original packaging until your request has been resolved.
Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Orders may be cancelled only before they have been dispatched. Once an order has been dispatched, it can no longer be cancelled.
We are unable to make changes to the items selected once an order has been placed.
Refunds
Where a return has been approved, the item must be received and inspected before a refund is processed.
Approved refunds will be issued to the original method of payment. Original delivery charges, customs duties, taxes and other import charges are non-refundable unless required by applicable law.
Please allow time for your bank or payment provider to process the refund once it has been issued.
International Orders
International orders are shipped from Kuwait via FedEx.
Any customs duties, taxes or import charges imposed by the destination country are the responsibility of the customer and are not refundable by Ayö.
International return shipping costs are also the responsibility of the customer unless the item received was damaged, faulty or incorrect.
How to Request a Return or Exchange
Please contact Ayö before sending anything back, including your order number and reason for the request.
Our team will confirm whether the item is eligible and provide the necessary return instructions.
Please do not send an item back before receiving confirmation from us.
Your Statutory Rights
Nothing in this policy is intended to limit any rights you may have under applicable consumer protection law.