Frequently Asked Questions
Frequently asked questions
Do you have any stores close to my location?
We are all around South Africa in most major malls, bringing Ayana closer to you. Visit our store locator page to find our nearest store to you.
How secure is the AYANA website?
Your privacy and security are our top priority. Payments made via the website are encrypted, and are carried out by external and secure payment agencies Peach Payments.
We do not have access to any of your details relating to debit or credit cards or other banking information.
We respect your privacy and assure you that we only share your information if you have given us permission to do so.
We do reserve the right to disclose information in certain circumstances, as is clearly set out in our Privacy Policy.
Please read the Policy and feel free to Contact us if you have questions.
Do I have to create an account and what are the benefits if I do?
To ensure a seamless and personalized shopping experience, we kindly require our customers to register an account before making a purchase.
This allows for a fast and easy checkout, storage of your various delivery addresses, tracking your order, looking at past orders and seeing the latest drops and promotions via our newsletter.
How do the legal terms and conditions affect me?
The Terms and Conditions on our website apply to each person who registers an account with us, and to every order and purchase that is made on our website.
It's therefore important that you read and understand the Terms and Conditions before you purchase and if you have any queries about them please Contact Us.
If I register will I automatically get marketing emails from you?
We will only send you newsletter emails if you opt in to receive marketing communication when registering your account on the website.
Your details & information will not be passed onto to unauthorized parties.
If you have opted to receive emails and our newsletter and you change your mind, you can remove yourself from our mailing list whenever you like by unsubscribing
Why can't I sign into my account?
If you're having trouble signing in please make sure you are using the same email address and password that you used when first registering with us, and that you have entered the address and password correctly.
If you have forgotten your password, simply follow the ""Forgot your password?"" link when trying to log in.
We will then send you an email with a link to set up a new password but please make sure that you check your junk email folder in case our email makes its way there.
What if I forget my password?
Don't worry... Simply follow the ""Forgot your password?"" link when trying to log in.
We will send you an email with a link to set up a new password but please make sure that you check your junk email folder in case our email makes its way there.
If you do not receieve any assistance with us, feel free to contact us on info@ayana.co.za
Do you deliver to my country?
At present, we exclusively deliver within South Africa. We are dedicated to providing the highest level of service to our local customers and look forward to expanding our delivery options in the future.
How can I be kept up to date with all things AYANA?
To stay updated with our latest news, exclusive collections, and special offers, we invite you to register an account on our website. As a registered member, you'll be among the first to receive updates and enjoy a personalized shopping experience.
How do I remove my email address from your mailing list?
You can unsubscribe at any time by clicking the "Unsubscribe" link located at the bottom of any of our email communications. This will ensure you no longer receive updates from us.
What career and work experience opportunities does AYANA offer?
Explore opportunities with us by visiting our Careers page on the website. There, you’ll find information about current openings and ways to gain work experience with our brand.
PAYMENTS
What payment types do you take when shopping online?
We offer a variety of payment methods to ensure a seamless shopping experience. These include credit and debit cards via our payment provider Peach Payments. We ACCEPT all A+ Account card on the website this includes Ayana, Refinery, Ackermans, Dunns, Shoe City, PEP account cards - to make a payment using your account card, please proceed to payment options, it will show up as a A+ PAYMENT option
Will I be charged VAT/GST?
The prices shown on our website are inclusive of the sales tax of the relevant region. (Where applicable)
When you check out you will see it as a line item, it will however not affect your end cost.
At what stage is payment taken from my card?
We always obtain bank authorization for the charge of your credit or debit card when you place an order. This ensures that the payment process is secure and your transaction is verified before proceeding.
You will immediately receive an email from us to confirm which products have been purchased and the exact amount being charged to your card.
When will I know that my order was successful?
After completing your purchase, you will receive a system-generated email confirming your order details. This email ensures that your order has been successfully processed and provides all the relevant information for your reference.
Why hasn't my card payment been successful?
We’re not always able to determine why a card payment hasn’t cleared, as this is managed by your bank or card provider.
If a card payment fails, please double check that you have entered all the card details correctly and that you are using a card which has not expired.
If the payment continues to fail then please try an alternative card for payment.
Why has my card payment been declined?
Unfortunately, we are unable to determine why your card was declined.
The card payment process involves both our systems and your bank, and there are various circumstances under which a card payment may be declined.
If your payment is declined and you do not know the reason for this, please contact your bank with your query.
You may wish to try an alternative card for payment.
Can I shop if I don't have a credit card?
You can conveniently pay online using credit cards, debit cards, or an A+ account card. These options are designed to provide you with flexibility and security during your shopping experience.
However if you don't have your own credit card or if you are under the legal contracting age, you will need to ask a family member or friend to help you by shopping on your behalf.
They will need to register an account in their own name, and submit their card details for payment, but they can select your address for delivery, if different to their account address details, and agree that you accept delivery of the order.
SHOPPING
Free delivery?
We offer free delivery on purchases over R400. Online Shopping only currently available in South Africa
When will I receive confirmation that my order is on its way to me?
Once your order has been picked, packed, and dispatched from our warehouse, you will receive a system-generated email notifying you that your order is on its way. This email will include tracking details so you can monitor your delivery.
When will I receive confirmation that my order is on its way to me?
Once your order has been picked, packed, and dispatched from our warehouse, you will receive a system-generated email notifying you that your order is on its way. This email will include tracking details so you can monitor your delivery.
I've made a mistake with my order, can I change it?
Once your order is completed, we are unable to make any changes. However, you are welcome to request a return or refund either in-store or online, depending on your preference. Our team will assist you to ensure a smooth process.
I've just confirmed my order, Can I add more products to it?
Once your order is completed, we are unable to add additional products to that order. If you wish to purchase more items, we recommend placing a new order.
Can I cancel my order?
Unfortunately, once an order is placed, we are unable to cancel it. However, you may return the items after receiving them, either in-store or online, following our return policy.
Can I place my order over the phone?
Unfortunately, we do not accept orders over the phone. To ensure a secure and efficient shopping experience, all orders must be placed through AYANA website.
What do I do if there's a problem with the delivery of my order?
If you experience any issues with your delivery, please contact our customer service team as soon as possible.
I have received a faulty product?
We want all our customers to receive top quality products, so if you think there is a fault with a product you have received you can return it to us for an assessment.
If any product fails to give reasonable wear - due to either defective workmanship or materials we will refund you the purchase price.
For details on how to return your faulty products please see our Returns page.
I have received an incorrect product in my order?
If you have received an incorrect product in your order please let us know by contacting our Customer Service Team.
Please also remember to include your order number within your message as this will help us to quickly identify your order.
A product is missing from my order?
If a product is missing from your order please let us know by contacting our Customer Services Team.
Please also remember to include your order number within your message as this will help us to quickly identify your order.
How will I know my when my order has been dispatched?
Once your order has been dispatched, you will receive an email notifying you that your order is on its way.
How can I track my order?
We are currently using Dawn Wing.
To track your order please Click on the link above and enter in your tracking number that can be found on the order confirmation email that was mailed to you.
Alternatively please contact our Customer Services Team and they will be able to help you track your order.
The status of my parcel says delivered but I haven't received it?
Please contact our Customer Services Team for us to check with the courier and quote your order number in any correspondence.
Will I receive the same product that I see in the photo?
We strive to provide accurate and high-quality images that closely represent the actual products we sell. While we make every effort to ensure consistency, please note that slight variations in color or texture may occur due to screen settings or lighting during photography.
Promotional
What discounts do you offer?
We frequently offer our customers discount promotions and special offers, so it is worth keeping an eye on our website for up to date details on these special events.
Where do I enter my Promotion / Discount code?
When placing an order with AYANA, select the products you wish to purchase and enter your promotion/discount code (when applicable) within the Discount code box on the checkout screen
Can I enter more than one Promotional / Discount code?
At present, you may only enter one Promotional / Discount code per order.
Why doesn't my Promotion / Discount code work?
This can be for a number of reasons:
Your promotion / discount code may have expired.
(Please check the validity dates of the code you are trying to enter.)
You may have entered the incorrect promotion / discount code.
(Please check that you have entered the correct code.)
You may not have spent the minimum required to activate the promotion.
(Please check the promotion terms and conditions to see if your order qualifies.)
Your promotion / discount code may not be eligible for use during a Sale Promotion.
How many times can I use the same promotion code?
This will differ depending on the specific promotions.
I forgot to add my promotional code before I confirmed my order. Can the discount still be applied?
It is not possible to apply the discount after you have placed your order.
Please check that the discount has been applied BEFORE you click "PROCEED".
General FAQ
Can my order be delivered to an alternative address?
Yes by creating an account with us you can save multiple delivery addresses in your account.
We are however unable to deliver to certain addresses, including Post Office Boxes, Hospitals, Airports, and Prisons.
Do you deliver to P.O. Box addresses?
We are unable to deliver to Post Office Boxes as a signature of receipt is required.
Will I need to sign for my delivery and what if I'm not home when my order arrives?
The delivery agent will need a signature as proof of receipt.
If you're not around when your order is delivered then the delivery company will return your order to our warehouse and we will make arrangements to deliver again.
Please be aware that you may be charged for delivery for a second or subsequent delivery attempt.
Remember that you can select a delivery address that is different to your address on the account registration form - it may be easier for delivery to take place at your work address rather than your home address, as we do not deliver after normal working hours.
I haven't received my order, what should I do?
If your order is not received after 8 days and seems to be missing please contact our Customer Services Team.
Please remember to include your order number within your message as this will help us speed up the search for your parcel.
Can I Exchange an Item?
Yes, you can exchange an item at your nearest store.
Can I Return an Item?
We hope you love every purchase you make with AYANA.
However, if you ever need to return a product you can do so within 30 days of receipt either at your nearest store or online.
Simply follow the process below:
When processing an online return please ensure all products remain in their original condition and packaging.
Click Returns located at the footer of the website.
Enter the email address used to purchase the original order as well as the order number.
Please be sure to include the # symbol when entering your Order number.
Follow the on-screen prompts
Please note that it may take up to 7 working days for a return to be processed once we have received your parcel.
For reasons of health and hygiene we cannot offer refunds pierced jewellery, and underwear/Swimwear
How do I access my online purchase invoice?
NB: You will need to have registered an online profile in order to access your order history & invoice. If you checked out as guest you must create an online profile/account with the same email address you used to check out with and your order will be loaded to your profile
Once you’ve registered your profile, click on the profile icon & navigate through all your orders to find your order number & details.
Click on View and it will load your order number.
You can either print one for the store staff or you can show them your device in-store as proof of purchase and payment.
How long do I have to return an item?
If you ever need to return a product you can do so within 28 days of receipt.
You will be entitled to a refund if the product has not been worn or damaged, and is returned in its original condition, with the original packaging.
Please see the Delivery & Returns Policy.
I've returned certain items, how will I be refunded?
Once we have received and processed your returned item/s, and if a refund is approved, our customer service team will get in touch with you to get the account details that you would like the monies refunded to.
Please allow up to 14 working days for the amount to appear on your payment card, and if after this time you have not received your refund please contact our Customer Service Team and we will investigate further.
Can I Lay Buy items at Ayana?
Yes, Lay-bys are only available in stores.
The lay-by is valid for 3 months and you are required to pay a 10% deposit when taking out your lay-by.
Please note Lay-bys are only available in-stores & not online.
Find your nearest Ayana store here.
Does Ayana have an account card?
Yes we do, you can apply for an in-store credit card here.
Account cards can be used online & in-store.
Can I use my Account Card online?
Yes, you can use your Ayana, Shoe City, Dunns, Tekkie Town, Ackermans and PEP card to pay online.
Please follow the peach payments method, and choose A+ when selecting the card option.
I received a gift card/voucher in-stores, can I use it online?
You will not be able to return an item online if you purchased it in-stores.
Can I return an item online if I purchased it in-stores?
We can refund you on your credit card or issue you a store voucher or cash.
We cannot refund you on a debit card.
Technical
I am having problems accessing or buying from the website?
We do apologize for the inconvenience. If you are having problems with accessing the site then please get in touch with our Customer Services Team who will be able to help you.
To help us solve the problem, please include as much information as possible about the difficulties you are experiencing.
Why can't I view some of the images on the website?
We do apologize for the inconvenience... If you are having problems viewing the images on the site then please get in touch with our Customer Services Team, via live chat, who will be able to assist you.
Alternately you can contact us via the contact form.
I can't sign into my account?
If you are having trouble signing in to your account, please make sure you are using the same email address and password that you used when you registered with us.
If the problem persists please get in touch with our Customer Services Team, via live chat, who will be able to assist you.
Alternately you can contact us via the contact form.
Do you have an iPhone, iPad or Android app?
Not at present.
However, our website is fully Mobile responsive and will work on most mobile devices.