FAQ
Payment
What payment options are available?
You can use the following payment methods:
- Credit Card (Visa, Mastercard, American Express)
- Debit Card
- PayPal
- Klarna payments
How do I redeem my gift card?
Simply enter your gift card code in the 'Gift Card' field at checkout. The card's value will be deducted from your order automatically. If there's a remaining balance, you can use any of our payment methods.
Shipping
What are the shipping costs?
Within Germany, we offer free shipping for orders over €95. Below that, shipping is €4.95. For international orders, costs vary based on the destination country. Please visit our Shipping page for more details on shipping costs and delivery times.
Do I need to pay additional taxes or customs duties if I order from abroad?
All orders are shipped from Germany. For deliveries within the EU, you do not need to pay customs duties or import taxes. However, for deliveries to non-EU countries, additional customs duties, taxes, and fees may apply. For more information, please refer to our Shipping page and the section on 'Import Taxes & Duties'.
Returns
How long do I have to return a product?
You have 14 days from receipt to return the items you're not satisfied with. Please note that the return policy only applies to unworn and undamaged items in their original condition. For more details, please refer to our returns policy on our Returns page.
What is the cost of return shipping?
We charge a return fee of €3 for returns from Germany, which will be deducted from your refund automatically. For international returns, the full cost is to be covered by the customer. For more information on the process, please visit our Returns page.
How can I return a product?
The process varies depending on the country you're returning from. Please visit our Returns page to learn about the exact procedure for your region.
Can I exchange a product?
Unfortunately, direct exchanges are currently not possible. We kindly ask you to place a new order.
Products
What are your ayu jewellery pieces made of?
All our jewellery pieces are crafted from high-quality 14k solid gold. This means our jewellery is not gold-plated or gold-vermeil; it is made entirely of genuine gold inside and out. You can wear our jewellery every day with confidence, as it won't chip or discolour. Additionally, we use natural, conflict-free diamonds. Visit our Materials page to learn more.
How do I care for my ayu jewellery?
Our solid gold jewellery is a lifelong companion. To ensure your pieces maintain their radiance with regular wear, our Care Guide provides detailed instructions on the cleaning process.
Sizing
How can I determine my ring size?
We've created a Ring Size Guide for you, explaining how to measure your ring size in different ways and what to consider during the process.
Which earring size should I choose?
We offer our earrings in various sizes, so you can find the perfect fit for every piercing. On each product page, you'll find the inner diameter specified.
Every ear is unique, but generally, earrings with an inner diameter of 8mm or more should fit most ear piercings. If you prefer a snug fit for your second, third,... piercing, we recommend 6.5mm.
The standard size for a helix piercing is 8mm. Depending on your anatomy and the piercing placement, 6.5mm may also be suitable for a tighter fit.
How do I know if your ayu bracelets will fit me?
All our bracelets with extension chains are adjustable from 15.5cm to 18cm. Bracelets without extension chains also have a maximum length of 18cm, where you can adjust the fit by fastening the clasp into the chain links.
If you're unsure if this length fits you, simply grab a measuring tape or string and measure the circumference of your wrist.
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Have more questions? Feel free to reach out via our Contact Form, send us an Email or
a WhatsApp message at +49 89 3565 8088.
We're excited to hear from you and your experiences with our beautiful jewellery. And don't forget to tag us in your social media posts @ayulabel.official, #ayulabel.
