Returns & Refunds

At AYRAYA, every order is prepared with care and attention to detail. We want you to be happy with your purchase. If something isn't right with your order, we're here to help.

1. Eligibility for Returns

Due to the handcrafted nature of our products, slight variations in colour may occur. This natural variations is part of the character of handcrafted items and may not be considered defects.

We request that you review product descriptions, dimensions, materials and personalisation details carefully before placing your order.

Returns or replacements may be considered in the following circumstances:

  • The product arrives damaged during transit.
  • You received an incorrect item or an item different from what you ordered.

2. Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery.

To help us assess the issue, please provide:

  • Your order number.
  • Clear uncut unboxing video of the product.
  • Photographs of the outer packaging, where applicable.
  • A brief description of the issue.

Please retain the original packaging until the issue has been reviewed.

Once we assess your request, we will communicate the available resolution, which will include a replacement. No refund will be provided.

3. Personalised & Customised Products

Personalised products and customised gift hampers are prepared according to the details provided by the customer.

Please review all names, spellings, colours and customisation details carefully before confirming your order.

Returns for a change of mind or for incorrect personalisation details supplied by the customer may not be accepted. However, if an item is defective, damaged or incorrectly personalised due to an error on our part, please contact us so we can review the issue and offer a replacement.

4. Change of Mind & Non-Defective Products

We encourage customers to review product details carefully before placing an order.

Requests to return or exchange products solely because of a change of mind, personal preference, colour preference or an expectation that differs from the product description may not be accepted.

This does not affect any rights you may have under applicable consumer protection laws.

5. Exchanges & Replacements

Where appropriate, AYRAYA may offer a replacement or exchange for an item that arrives damaged, defective or incorrect.

6. Order Cancellations

If you wish to cancel an order, please contact us within 24-hours of placing the order.

Cancellation requests may be accepted before an order enters preparation or production. Once a product has been prepared, dispatched or personalised, cancellation may no longer be possible, subject to applicable law.

If a cancellation is approved and payment has already been received, any applicable refund will be processed accordingly.

7. Return Shipping

If a return or replacement is approved because an item was damaged, defective or incorrectly supplied, we will communicate the return or collection arrangements and any applicable shipping costs.

8. Contact Us

For return, replacement, cancellation or refund enquiries, please contact us through the contact details listed on our website.

Please include your order number and relevant photographs/videos, so that we can assist you efficiently.

Thank you for choosing AYRAYA. We appreciate your trust and the opportunity to make things right when something goes wrong.

AYRAYA
Crafted. Curated. Yours.