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DELIVERY & RETURNS

DELIVERY RATES & TIMINGS

  • DELIVERY REGIONS

    Delivery & online shopping is only available in SOUTH AFRICA - ALL REGIONS

  • METHOD OF DELIVERY

    Nominated Courier

  • DELIVERY CHARGES

    Free Delivery on all orders over R500

    R50 Additional charge for orders under R500

  • DELIVERY TIMES

    Main Centres: 5-7 working days after the order has left the warehouse
    Regional Areas: 8-10 working days after the order has left the warehouse.
    Excluding Weekends & Public Holidays.

    *Delivery times might change during SALE & Black Friday periods.
    * Delivery times is only an estimation that is calculated after the courier has picked up the order
  • Delivery time might vary depending on how far the Regional area is from the main centre. The above timeline is only an estimate.
  • During sale periods delivery may take up to 8-10 working days for main centres.
  • R50 will be charged upon checkout if the total value of your order is below the free shipping threshold.
  • You will receive your Dispatch Confirmation Email once your Item/s has been dispatched from our warehouse that includes the courier & tracking details
  • If your order was placed any time between Friday after 3 pm & Sunday, the order will only be fulfilled & a dispatch email will only be sent on Monday.
  • Your order may be delivered anytime between 08h00 and 17h00 and a signature (from you or a responsible third party) will be required as proof of delivery.
  • If you are not available at the time of delivery, and you have not agreed to allow a third party to accept delivery on your behalf, then you will be contacted by the courier service to arrange for a second delivery attempt.
  • We recommend that you nominate your usual daytime address (home, work or other) as your delivery address. If you do not have a regular daytime address and you are willing to allow a third party to accept delivery on your behalf, then you may nominate their usual daytime address for delivery of your Item/s. Please note that post office boxes will not be accepted.
  • Please note that in certain areas deemed as high risk by our couriers, you might be contacted to make alternative arrangements for delivery to ensure the safe handover of your purchase.
  • Please take note of the provisions in our Terms and Conditions, as accepted by you, relating to Delivery.

RETURNS POLICY & RATES

  • IN-STORE RETURN & EXCHANGE

    If you choose to return your items in-store they can be exchanged or returned.

    Items bought online can be returned to your nearest store.

    30 Days FREE exchange with proof of payment at any AYANA Store.

    You will not receive a printed invoice in your
    parcel.
    Please ensure you have registered your profile to access your order history. When visiting the store please print your invoice or show the store manager your phone with your order/invoice information.
    Without this information, they will not be able to process the return.

  • ONLINE/ COURIER RETURN

    *Returns only, no exchanges for this option

    30 Days Return policy with proof of payment.

    Returns need to be logged online & courier will be in touch to arrange pickup.

    A customer service agent will call you to arrange payment back into your account after the product has been inspected.
  • No refunds or exchanges on goods without original proof of purchase.
  • If no proof of purchase can be provided, we will exchange your item(s) at the current system price.
  • If you purchased an “Online Exclusive" item, it can only be returned online & not in-store.
  • Please ensure you have access to your invoice online (on your profile) when returning your items to stores
    that you’ve purchased online.
  • For hygienic reasons, no refunds or exchanges on bikini bottoms, underwear or swimwear
  • If you inspect the Item/s at the time of delivery by the courier, and are immediately unhappy with the Item/s for any reason other than the fault of AYANA. In such a case you must hand all the original packaging back to the courier, and you will need to complete the electronic returns process on the Site in order to be refunded.
  • If you do not inspect the Item/s at the time of delivery but thereafter become unhappy with your purchase for any reason (other than the Item/s being faulty, damaged or defective), you may return the Item/s to us provided that:
    2.1. The Item/s is in its original condition and is returned in or with its original packaging;
    2.2. The Item/s has not been used or worn; and
    2.3. If the Item/s is/are underwear, swimwear or “specially marked items” then the Item/s must have remained in the original packaging (this protects the hygiene interests of all our customers as non-defective Items are returned to stock).
  • 3. If you wish to return an Item/s to us you will need to follow the electronic returns process available on the site, and in terms of that process, our courier service will be instructed to collect the Item/s from the address nominated by you. Alternatively a return or exchange can be done at any store provided it is within 30 days and you have proof of purchase
  • 4. If you return an Item/s to us and we are satisfied that the above has been complied with, we will gladly refund you the price of the Item/s less the cost incurred by us in delivering it to you [R50 flat rate in main city centres].