Returns

We want you to be happy with your jewellery pieces. If something doesn't quite suit you, you can return the items to us within 14 days from the date of receipt:

  • The return policy applies only to items in unused, undamaged, and unaltered condition. Jewellery boxes and pouches must also be completely intact. If items show signs of use – such as scratches – unfortunately, we cannot accept them for return.
  • We kindly ask you to use the original packaging for the return and securely pack the jewellery pieces in the jewellery pouch and box.
  • Returns must be postmarked within the 14-day return deadline. Returns initiated after 14 days will not be eligible for a refund and will be sent back to you; the incurring cost of postage must be borne by the customer.
  • Unfortunately, we cannot exchange items; we can only process refunds. If you wish to exchange an item, we kindly ask you to place a new order.
  • Shipping costs and gift cards are non-refundable.

Returns within Germany

For the sake of sustainability and our commitment to offering consistently fair prices for our jewellery, we do not provide entirely free returns.

However, for returns within Germany, we partially cover the costs, and therefore, only charge a fee of €3 per return, which will be automatically deducted from your refund.

The process is straightforward. If you have an account with us, you can easily initiate your return within your account. If you placed your order as a guest, please send us an email at info@ayulabel.com.

We will then email you a DHL return label, which you can either print out or use digitally via a QR code.

International Returns within the EU, Switzerland and UK

Please understand that we cannot offer free returns for orders from abroad. For international returns, the return shipping costs for an insured and tracked DHL package must be fully covered by the customer.

We'll be happy to provide you with a suitable return label that you can pay for online upon request. Simply register your return via your customer account, or send us an email at info@ayulabel.com, if you placed your order as a guest. You will then receive a link to the DHL portal, where you can request and pay for the return label. 

Switzerland and United Kingdom:

Please note that local taxes, customs duties and fees are not refunded by us, nor is the original shipping charge.

Tip: In most cases, you can reclaim paid import duties from your local customs office in the event of a return. Please contact your local customs office for this purpose.

Other International Returns

Please understand that we cannot offer free returns from abroad. For international returns (excluding the EU, UK and Switzerland), you must arrange and pay for the return shipping yourself.

Please register your return via your customer account first, or send us an email at info@ayulabel.com, if you placed your order as a guest.

Return the items in their original packaging, and use protective packaging if necessary. You are responsible for returning the goods to us. Therefore, we recommend using insured shipping including tracking to secure your return in case of loss or damage. We do not take responsibility for packages lost, stolen or damaged in transit.

Please note that local taxes, customs duties and fees are not refunded by us, nor is the original shipping charge.

Tip: In most cases, you can reclaim paid import duties from your local customs office in the event of a return. Please contact your local customs office for this purpose.

Receiving your Refund

Once we receive your return, we will process and inspect it as soon as possible. We strive to credit all returned items within 14 days. If your return is accepted, you will receive a confirmation email from us.

All refunds will be credited to the original payment method. Please note that it may take some time for the credit to appear in your account, depending on the payment method you have chosen. If you haven't received your refund within 5 days after the confirmation email, please contact us at info@ayulabel.com.

Shipping costs will not be refunded. Additionally, we do not refund customs duties, taxes, and other fees incurred on international orders.

If a package is returned to us because acceptance was refused or the package was not collected, we will deduct the return shipping costs from your refund and only refund the value of the goods without the original shipping costs.

Notes on our Return Policy:

  • We aim to offer you special jewellery pieces for a lifetime, promote conscious shopping, and minimise unnecessary returns.
    If you have any questions about our products, need more photos, styling tips, or have any other concerns, please feel free to contact us before placing your order. You can use our Contact Form, email us at info@ayulabel.com, or reach out to us via WhatsApp or phone at +49 89 3565 8088.
  • Every return must be registered in advance, either through your customer account or by sending us an email at info@ayulabel.com.
  • We generally do not send return labels by mail. Each return label includes a QR code, which you can easily present at your DHL drop-off point to have the label printed on the spot.
  • Unpaid or unfree packages will not be accepted.