FAQ | AYELE & CO

If you are not certain where to start when it comes to Ayele products, feel free to sign up for an Ayele consultation. Ayele’s skin consultants are knowledgeable of Ayele products and will do their best to advise you products that work for your skin. Any advice given during consultations does not constitute as medical advice and is not 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 due to Ayele’s products.

Each product has its own full, in-depth description here on our website. This includes a complete list of ingredients as well as advice for best use. PLEASE remember to use a small amount on a select portion of your skin (patch-test) before continued usage.

Our products are made with naturally derived ingredients, such as natural oils and extracts. If you may have any allergies, please read our carefully provided labels prior to purchase. Some natural ingredients may cause sensitivities. Should sensitivities occur, please adjust accordingly and contact us immediately at shipping@ayele.co so we can further assist. However, if irritants persist please discontinue items and possibly seek consult from a physician ASAP for Ayele is not liable for allergic reactions however we can assist.

Everyone's skin is different! Thus, results will vary amongst individuals. While a specific item may be successful for someone else, this same product may not work for you. For this reason, we urge our newbies to patch test for a minimum of two days before diving into overall use. If you experience any adverse reactions, discontinue use and contact us immediately! Also, please note that Ayele has no liability for any products purchased outside of our official website; We cannot determine the safety of these products. If you wish to purchase Ayele products, Ayele.co is currently the only authorized retailer.

Normal processing takes between 3-9 business days for we use a third party fulfillment center to ship out our packages. During the holidays, our processing time will extend an extra 4 business days if there are any delays! This is something all customers agree to at checkout. Please be aware that Ayele’s processing days are from Monday-Friday and exclude U.S. holidays & Weekends. These processing days exclude pre-sale items.

Additionally, your shipping option does not determine your processing length!! Your shipping choice only determines how long it takes to deliver your item once it has been placed in the possession of your chosen mail carrier (FedEx/USPS/DHL).

If for any reason you decide that you'd like to cancel your order, there will be a $8 restock fee deducted from your refund. This is a convenience fee to us, due to the nature of our products. Customers have up to one hour to contact a team representative and cancel their order. Once this 10 hour margin has passed, your order will be processed and cannot be canceled.

For cancellations, please include "CANCEL Order [insert order # here]" in the subject line in order to complete the request. All desired changes to your order, including cancelations, must be requested within business hours. Again, these changes must occur within the one hour grace period in order to be considered valid.

Refunds are processed automatically via our website server if credit card purchases don’t match exact billing and street address. This may also happen if an order is marked as high risk by said server.

In the event that your purchase is marked as 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 any inconvenience this may cause and welcome anyone to repurchase with updated and matching information. Also, feel free to email shipping@ayele.co if you feel there has been a mistake made.

Under federal law, Ayele & Co does also reserve the right to deny service to any customer or client.

If you are caught placing a fraudulent order with someone's information and/or you did not have authorization from the account holder, the order will be canceled. Ayele will issue a full refund for said purchase made and the fraudulent user will be blocked from further purchasing Ayele & Co products in the future. From there, Ayele & Co will turn the appropriate order(s) over to a collections agency and reports will be filed with all credit bureaus. The fraudulent party will be responsible for making all applicable payments to Ayele & Co immediately or will be forced to suffer ALL legal actions taken by Ayele & Co, as well as the account holder.

In cases where the chargeback is clearly fraudulent, we will file a report with both our legal team as well as the Better Business Bureau. A mail fraud complaint with Federal Authorities will also be filed. As before, Ayele & Co will turn delinquent accounts over to a collections agency and reports will be filed with all credit bureaus.

PROCESSING AND SHIPPING ARE TWO DIFFERENT THINGS!! Picking a two-day shipping option at checkout does not guarantee your package will be shipped out in two days. Please keep in mind that your shipping option does not determine your processing length. For instance, selecting a two-day shipping option at checkout does not guarantee that your package will be shipped out or in your hands within two days. Your package will only ship once the processing of your package has been completed. Again, please allow 2-4 business days for normal processing, which is done Mondays-Fridays excluding U.S. holidays & Weekends. SIDENOTE: If you choose a FIRST CLASS package, your order does NOT come with insurance. In order for your package to come with insurance, you must select PRIORITY MAIL.

If by any chance your order is lost, please contact us IMMEDIATELY. Once you have done so, please open up a claim with the chosen mail carrier unless you have chosen First Class Package as your shipping option (this shipping option is NOT insured and does not allow claims to be filed). Be aware that Ayele & Co is not liable for orders shipped without insurance, however we can do our best to accommodate you. If for any reason you experience an issue with your package after it has arrived (or not arrived), Please contact us immediately so we can troubleshoot your concern. If 45 days (non-business days included) have passed, we are no longer liable to offer any assistance or issue you a refund for your purchase.

Again, If you chose FIRST CLASS PACKAGE, your order does NOT come with insurance. In order for your package to come with insurance, you must select PRIORITY MAIL. We are not liable for orders who were not shipped without insurance however we can do our best to accommodate you.

Ayele accepts returns of the product within a grace period of 15 days (after your package has been delivered) on a case by case basis. In order for a normal return to happen, the product must not be used and must be returned in the condition it was sent. If the product is being returned following personal claims of skin irritation, the product must be returned with at least 80% remaining. If more than 20% has been used, Ayele will neither accept the return nor issue a refund on the following product. All returns, no matter the circumstance, will receive store credit only. The customer will be responsible for shipping the product within 6 days after starting a return claim and it has been approved and providing Ayele the tracking information. The customer understands that they will not be reimbursed for shipping fees.

For allergies: Please be sure to read over the ingredients list provided before purchasing! If you do experience an allergic reaction to an Ayele product, please contact us immediately so we may assist you throughout the entire process. After the 15 day period, however, Ayele can no longer assist you with the following product.

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.We allow up to 48 hours to make address changes to orders after purchase. 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 $14 to reship your order that is NON-REFUNDABLE. If you desire a refund, please contact us and we will refund you your order minus the shipping label (since the label has been used) AND a 10$ restocking fee. We are not responsible for address errors. With this being said, PLEASE BE SURE TO CHECK ALL OF YOUR INFO BEFORE CLICKING CHECKOUT! We allow up to 48 hours to make address changes to orders after purchase.

If for any reason you experience an issue with your package after it has arrived (or not arrived), Please contact us immediately so we can troubleshoot your concern. If 45 days (non-business days included) have passed, we are no longer liable to offer any assistance or issue you a refund on your package.

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 also send pictures of damaged items and proof of purchase. If your package has not been insured and arrives damaged on behalf of the shipping handler, Ayele & Co is not obligated to offer a replacement or issue a refund. We are, however, more than happy to assist you with other options.

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.

If you have any questions about order concerns, please email shipping@ayele.co and someone will assist you. Ayele's customer service business hours are Monday-Friday from 9amEST-5pmEST so please keep that in mind when emailing us! Please keep in mind when emailing us that if we do not hear from you for 14 consecutive days, your concern/claim will marked as resolved and closed.