You can return your order but no later than 14 days from the date of receipt. Items should be returned new and unused.
How to Return Your Items
- Click here to access our returns portal. Enter your email address and order number (found in your order confirmation).
- Follow the instructions in the portal to register your return.
- Pack the items securely in their original, unused condition – ideally using the original packaging. Don’t forget to include the packing slip.
- Remove or cover any old shipping labels on the parcel.
- Print and clearly attach the new return label to the outside of the parcel.
- Drop off the parcel at your nearest parcel shop.
- Be sure to ask for a receipt – this serves as your proof of return.
Please note: We do not currently offer prepaid return labels in all countries. After registering your return in our returns portal, you may need to arrange and pay for the return shipping yourself. We recommend using a trackable shipping service for added security.
Returns should be sent directly to the following address (we do not accept parcels sent cash on delivery):
aiayu
c/o System Transport
Kumlehusvej 1
4000 Roskilde
Denmark
DK
Exchange
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.
Missing your return form? Download one right here.
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 your return, the amount will be credited to the credit card used to originally purchase the items.
Please note that it can take up to 10 business days for the refund to appear in your account.
When returning an item, you are responsible for covering the return shipping costs and for making sure the product is securely wrapped to avoid damage in transit. The item remains your responsibility until it reaches us. We recommend using a tracked service and keeping the receipt, as we cannot accept responsibility for lost return shipments.
The customer/sender alone is responsible for sending back the goods to us on the listed return address.
No right of withdrawal
These agreements cannot be withdrawn:
Delivery of digital content (knitting pattern) not supplied on a physical medium, if
- a) the delivery of the digital content is not made against payment, or
- b) the performance has begun with your prior express consent and acknowledgment that you thereby lose your right of withdrawal once we have provided confirmation on a durable medium.
Terms for gift with purchase
For orders that include a gift: If you return your purchase that triggered this purchase-dependent gift, we reserve the right to deduct the value of the gift from your refund, unless the gift is also returned unused and in its original packaging.
Please contact customer service at webshop@aiayu.com or at +45 33 32 32 80
If you have any questions regarding a delivery or a return/refund.
We are at your service from Monday – Wednesday between the hours of 9 am - 16 pm, Thursday - Friday 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.
