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F.A.Q

Ayele Policies

Processing your order?

Ayele is an independent brand with handmade products. Accordingly, please allow 3-9 business days for normal processing which you have agreed to at checkout. Expedited Processing (1-4 business days) is now offered soon at an additional cost, excluding Bar Soaps. Ayele's business processing days are from Mondays-Fridays excluding U.S. holidays & Weekends.

Once your order ships, allow 2-3 business days for expedited shipping and 5-7 business days for standard shipping. Pre-sale items will start it's processing days on the release date of the item.

Your shipping option does not determine your processing length. It only determines how long it takes to deliver your item once it has been placed in the possession of FedEx/USPS/DHL.

For large or medium risk orders, We may be contacting you within the next few days to verify your purchase, so please continue to check your email for order updates. If your order is marked high risk, it will automatically be cancelled.

Be careful! Emails are sent automatically and can end up in your spam folder. Be sure to check spam and junk folders carefully for your confirmation email. An order confirmation is separate from shipping confirmation. Your order confirmation comes immediately after purchase, shipping confirmation will send once your products have been sent by the postal carrier. From there you can track the whereabouts of your order by using the tracking number provided in the email.

How to Return a Product?
All sales are final due to the nature of our products. We are unable to accept returns based on preferences or allergies. We will however do our best to accommodate you. For allergies: Please be sure to read over the ingredients list before purchasing! If you do get an allergic reaction to an Ayele product, please contact us so we can assist you through the entire process.

Due to the nature of our products, unfortunately if you do not want your product, we cannot put it back in stock if you do not want it. With this being said, if you receive your product, & realize that it is just "not for you", or something is wrong with your order, we can offer you store credit or an Ayele gift card.
If package is returned to us due to being missed or incorrect address?
It is the responsibility of the customer to provide us with a correct adrress before your item ships out. Once a label has been created, we cannot change addresses. If we receive a package back due to an incorrect address or an address being invalid, you will be contacted. Once we have contacted you, there will be a fee of $14 to reship your order that is NON-REFUNDABLE. If you desire a refund, please contact us and we will refund you your order deducting the shipping cost (since the label has been used) AND a 5$ restocking fee. With this being said, PLEASE BE SURE TO CHECK ALL OF YOUR INFO BEFORE CLICKING CHECKOUT! We allow 24-48 hours to make address changes to orders after purchase.
What do I do if my order is damaged? How about canceling my order?
If for any reason, you decide that you'd like to cancel your order, there will be a $7 restock fee taken from your refund. This is a convenience fee to us, due to the nature of our products. Customers have up to 8 hours to contact a team representative and cancel their order due to the fact we offer rush processing. Once the 8 hour margin has passed, your order will be processed and cannot be canceled.

If an item is damaged upon arrival, please contact us asap at shipping@ayele.co and include "DAMAGED Order [insert order # here]" in the subject line. Please send pictures of damaged items and proof of purchase.

If your package is lost (meaning DHL, USPS or Fed-EX lost your package because they're humans who make mistakes), please contact us immediately & open up a case with them as well. If you are refunded for your order by the mailing service that lost your order, we are not obligated to send you a new package since you have received a new refund.

If you receive an order that you are positive is incorrect, reach out to us to rectify the issue.

My label has been printed but my tracking doesn't move?
Ayele does drop offs/ schedules pick-ups 24 hours after labels are printed. To not overflow our local post offices (so that they're able to scan everyone's packages in a timely manner & prevent any issue of orders being left in pre-shipment despite it being in their possession), Please allow 2-4 business days for orders to be scanned in by our local post office. If tracking does not update by then, please contact us and notify us of this issue. We don't want them sending packages off to the "plant" (to be scanned when there's a lot of packages) which is the purgatory place of all packages.
Which shipping methods are available?
FED-EX DOES NOT SHIP TO PO BOXES!!

All purchases that are shipped standardly should arrive within 5-7 business days or sooner, based on shipping selected by you. Packages are picked up and shipped via DHL, USPS or FED-EX. Once tracking numbers are sent, they can take a minimum of 12-24 hours to be updated by USPS or FED-EX. If a package is returned at fault of the buyer, the buyer will have to repay for shipping and handling.

All shipping options except for USPS FIRST CLASS AND USPS FIRST CLASS INTERNATIONAL (unless you pay for FED-EX International) come with insurance for the safety of your package.

After the order has shipped, Ayele is no longer responsible for packages & how they are handled by the mail carrier; should an error occur, please contact the shipping provider (FedEx or USPS) first, file a case before contacting us so we can open up a case with you. We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, USPS mail transfers to your country, ground transportation strikes or delays once the package has left our premises.

International Shipping?
All orders are shipped via DHL, USPS or FED-EX, based on your selection. Please allow 5-27 days for delivery (or the selected shipping time), depending on country. Your order may be subject to custom fees that you will be responsible for paying & NOT Ayele. We apologize for any inconvenience! Ayele does not offer refunds over custom fees being too high.
Quick! How do I use your products? What about allergies?
Each product has a full, in-depth description and advice for best use. PLEASE use a small amount on a small portion of your skin before continued usage. Ayele products have not been evaluated by the Food & Drug Administration so again test each product on small portion of skin before usage. Any advice given during consultations do not constitute as medical advice and are intended to prevent or cure medical problems. Advice by Ayele's Skin Consultants does not substitute as therapy or any medical advances. Please contact your healthcare physician immediately if you suspect you may have issues or have any concerns regarding medical conditions. Products curated by Ayele & Co. are made with naturally derived ingredients such as natural oils and extracts. If you may have any allergies please read our labels provided carefully prior to purchase. Some natural ingredients may cause sensitivities. If sensitivities occur, please adjust accordingly. However, if irritants persist please discontinue items.
I tweeted about my order but no response?
Please DO NOT tweet @AYELEANDCO in regards to orders. This page is NOT for order inquiries & the social media managers have no order knowledge. The best thing to do if you have a question regarding an order is to email us at shipping@ayele.co . You can also reach us via textline, or using our help page (@AYELEHELP).
I received my order and things are missing?
Ayele takes pride in shipping each of your orders properly. We seal all of our packages with a special sealing tape to ensure no one has tampered with your items or removed items we've included. If you receive your package and the seal is broken please email us immediately after filing a claim with your carrier.
I have a question about your products & its results?
Everyone's skin is different. Thus, results will vary between individuals. While a specific item may be working for someone else, it may not work for you. Because of this, we've created a wide selection of products for you all. We also offer a skin consultation to help you select the products that are best for you.
Fraudulent order?
Refunds are processed automatically via our website server if credit card purchases don’t match exact billing and street address or order is marked as high risk. If we've been alerted that your purchase is at a high risk for fraud, your order will be canceled and money refunded. Credit card companies monitor high-risk accounts very closely, and will notify us immediately if any red flags appear. We apologize for the inconvenience and welcome anyone to repurchase with the updated and matching information. A chargeback occurs when a customer contacts a credit card issuing bank to initiate a refund for a purchase they made on their credit card. In all cases where the chargeback is clearly fraudulent, we will file a report with our legal team, Better Business Bureau and file a mail fraud complaint with Federal Authorities. Ayele & Co will turn delinquent accounts over to a collections agency and reports will be filed with all credit bureaus. You agree that you will not make any chargebacks, and/or deny or reverse any such payment. You agree to reimburse the supplier for any chargebacks, denial or reversal of payments you make and any loss suffered by the supplier as a consequence. In the event that payment of a shipped order is reversed by you or a third party payment processor, you are responsible for making the payment to Ayele & Co immediately or suffer ALL legal actions taken against you.
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