FAQ

Ordering and delivery

Question: When can I expect my order?                                                                             

Answer: The average delivery time is 5-10 days. Our products
are shipped directly from the supplier to you. This
unique business model allows us to save significantly on storage and
transport costs, enabling us to offer products at a lower price
than our competitors and cover the shipping costs ourselves

Question: The expected delivery time has passed, where is my order?!               Answer: In 99% of cases, orders are delivered within the
expected delivery time. Unfortunately, it can sometimes happen that an
order is delayed in the delivery process. You can check the status of
your order via the following link: Track Order Status - AYU

If you have not received your order three days after the expected delivery date, pleasecontact us.

Question: Some items are missing from my order. Why is that?                                 Answer: Because we work with different suppliers, it is possible that
products are shipped separately. If items
are missing from your order, you will usually receive them within two to three days.
We apologize for the inconvenience.

Question: What are the shipping costs?
Answer: We cover the shipping costs for your order.

Exchanges and returns

Question: I am not satisfied with my order. Can I return it?
Answer: Yes. You can return any order to us within 14 days
without giving a reason.

Question: I want to return an item, what should I do?
Answer: If you are not satisfied with your order, you can exchange or return it within
14 days of receipt. Products must be returned in their original
condition with labels and tags attached. The
product must not show any signs of use.
Return shipments must always include a Track & Trace code. The
sender is always responsible for the shipment.
Once we have received the items you have returned, we will ensure
that the purchase amount is credited to your account within 14 days.
 Click here to download a return form.
You can upload the return form as a PDF file to Shopify. To do so, follow these steps: Go to Shopify, click on Settings at the bottom left, go to Files, upload the file, and then you will see where you can copy the link.

 

Track and Trace

Question: Where can I find my Track and Trace code?
answer: on this page Track Order Status - AYU you can
enter your email address and order number to track your package.

Question: The Track and Trace code does not provide any information. Why is this?
Answer: Track and Trace information is available from the moment your package arrives at the
mail order company. Please note
that there may be a slight delay.