Refund policy
Returns
We offer a 14-day return policy, which means you have 14 days from the date of delivery to request a return. To be eligible, items must be in the same condition as when you received them unworn or unused, with tags attached, and in their original packaging.
To initiate a return, log in to your customer account via the homepage and submit your request (see instructions below) or contact us ayla@ayla.fi. Returns should be sent to:
Lutherinkatu 8 C 40, 00100 Helsinki, Finland
Once your return is approved, we’ll provide a return shipping label and instructions on how to send your package. Items sent back without prior approval will not be accepted.
A return fee of €8.50 applies for sending the item back.
Exchanges
If you would like to exchange a product for another one, or the same product in a different size, exchanges are possible within 14 days from the date of delivery.
A return fee of €8.50 applies for sending back the original item. We will ship the replacement item to you free of charge.
To initiate an exchange, contact us directly ayla@ayla.fi. Exchanges should be sent to:
Lutherinkatu 8 C 40, 00100 Helsinki, Finland
Once your exchange is approved, we’ll provide a return shipping label and instructions on how to send your item. Items sent back without prior approval will not be accepted. For any questions about returns or exchanges, please contact us at ayla@ayla.fi.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ayla@ayla.fi.
How to submit a return request?
Click the profile icon in the store's menu and then request a return.
- Sign in to your account:
- In the "Email" field, enter your email address, and then click "Continue".
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter a six-digit verification code.
- Click "Request return" for the order that you want to submit the return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note for the store.
- Click "Request return".
If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.