Australia
Standard 3-6 Business Days, Free Delivery with no minimum order value.

Express 2-3 Business Days $12. 

Overseas

- Standard 10-15 Business Days, free shipping on orders over $250. Under $250 will be $20.

- Express DHL, 4-5 Business Days will be $40.

Delivery fee Policy: "If you are ordering from Aya website, your order may be subject to additional tax and duties fees. Unfortunately, we don't cover tax and duties fees at this time. If you have any questions regarding tax and duties fees please get in touch with us and our customer care team.

Refund Policy

Aya's commitment to customer satisfaction is represented through our 30 day money back guarantee (applicable only within Australia), which starts from your purchase date. Our refund policy respects your rights as a consumer, and goes above this to ensure you are treated fairly as an Aya customer.


Please note, refunds and exchanges requested after 30 days from your purchase date cannot be processed, unless in the case of extenuating circumstances. (See the notes below for more information on this)

To be eligible for a refund, your items need to be returned to Aya's returns centre (see below for our address) for inspection. We'll email you to confirm we've received your return, and we'll touch base again once we've inspected your items to notify you whether your refund can proceed or not.



Process for returning products for refunds / exchange
1. Please email us at Info@ayaskincare.com.au In your email, include:

• Your name and order number (this can be found on your email receipt)
• Your reason/s for requesting a refund
• Which product/s you'd like to return
•  Whether you'd like an exchange and which product/s you'd like to exchange your original purchase for

2. Send your return to our returns centre at:

PO BOX Unit 46/10 Cawley Road, Yarraville, Vic 3013


Please ensure you include a note detailing your name and order number with your package so we know it's yours.

3. Our customer care team will contact you via email to confirm we've received your parcel. We'll email you again once it has been inspected to let you know the outcome of your request.

If your refund is approved, you'll receive a credit back via your original payment method (eg. card, PayPal or bank account) within a few days. If your refund cannot be processed, we'll arrange to have your products returned to you via email.


TROUBLESHOOTING

I've received confirmation of a refund, but I haven't yet received my funds back:
If you've received a confirmation that your refund has been approved, but you're yet to receive your refund, please follow the steps below:

1. Check your bank account / statement. Aya refunds may not appear as 'Aya Skincare' on your statement, depending on your bank.

2. Check for 'pending transactions'. Sometimes a bank receives funds from us, but doesn't release them into your account immediately. You may need to contact your financial institution directly to confirm this.

3. If you've completed all this, and you're still yet to receive your refund, please contact our customer care team [here].

Additional Notes:

We cannot take responsibility for shipping errors, including if your product has been shipped to an address which was incorrectly entered at the checkout. If you notice you've added the wrong address, please contact our customer service team [here] immediately. If your order has not yet been packed, we may be able to correct this on our end. Unfortunately, once your package leaves our facility, we're unable to redirect it.

All returns are completed at the cost of the purchaser. It is the customer's responsibility to pay for return shipping, and Aya does not take responsibility for costs and risks associated with shipping packages to our returns centre. We recommend using 'Tracked Shipping' methods or taking out package insurance to cover any potential damage while your return is in transit.

Refunds may be granted outside of our standard refund policy if the request is made due to 'extenuating circumstances'. Extenuating circumstances are determined at the discretion of Aya's customer care team, and each case is assessed individually. If you believe you are entitled to a refund which meets extenuating circumstances criteria, please contact our team.