Payment, Shipping & Returns
What countries do you ship to?
ayen ships both nationally and internationally. You can find a detailed overview of our shipping countries and shipping costs here.
What payment methods do you offer?
You can pay with credit card, bank transfer or PayPal.
I have not received an order confirmation.
From time to time delays may occur due to overloads. So please give our system a few minutes. Please also check your spam folder and make sure that your inbox is not full and that the email address you entered was correct. If you still haven’t received an email with the order confirmation within 24 hours, please contact our ayen customer service at firstname.lastname@example.org providing us your data as well as the information about the items you ordered. We will get back to you as soon as possible.
Do I have to pay import duties myself if I place an order outside Germany?
Additional taxes, import duties and customs duties are not covered by ayen. Detailed information about the shipping conditions can be found here.
Can I return my goods?
Yes, you can find all information about returns here. As we put a lot of love and passion into ayen and want you to like the products as much as we do, we are always grateful for constructive feedback. If you would like to return your goods, we would be happy if you could tell us the reason. This is the only way we can improve ourselves and adapt the products even better to your needs.
Where should I send my return?
For returns within Germany you will receive a free DHL returns label from us. Please contact our customer service at email@example.com . For returns outside of Germany, the buyer covers the return costs. You can find the exact return address here.
How long does it take to process my return?
After receiving your return, we will process it within 14 days. You will then receive your money back from us or if requested the alternative delivery.
Where is my order?
All our orders are shipped insured and therefore have a tracking link. You will find the tracking link in the shipping confirmation that we sent to the email address you provided. You can track your order using this link. Unfortunately, we have no further influence on the delivery process of our shipping partner DHL. If your package still hasn’t arrived after 10 days, please email our customer service at firstname.lastname@example.org
Where can I find my invoice?
Think before you print! For the love of our environment, we completely dispense with printed bills. If you still wish to receive an invoice, please contact our ayen customer service by email at email@example.com . They will then send you your digital invoice by e-mail.
About ayen, our assortment & sizes
Where do you produce and what's your approach for a sustainable fashion industry?
All our products are MADE IN EUROPE. Our production and partners are all based in Portugal.
•We know every supplier in person
•We have visited all our factories in person
•We focus on quality instead of quantity
•We are mainly using natural fibers
•We try to minimize plastic usage
•We produce small and limited collections to avoid mass production
•Short shipping distances within Europe
•We create timeless designs which can be worn years not only one season
How do I know which size to order?
You will find exact measurements on each of our article pages, which will help you to find the right size for your desired product.
Do I still have the chance to buy sold out products?
Our ayen collections are always limited, so the general rule is: First come, first serve. However, we offer you the possibility to register for a “Back in stock” notification. Simply enter your e-mail address in the notification box on the respective product page and we will inform you as soon as the item is available in the shop again. Unfortunately, we cannot tell you in advance if and when items will be available again. If the notification entry is not possible for technical reasons, you are welcome to contact our ayen customer service directly at firstname.lastname@example.org at any time.