frequently asked questions

Why is the color and/or texture on my handbag uneven?

Our leather is made from leftover plant waste and dyed using flowers and tree bark that reflects nature’s uniqueness and subtle imperfections in shade and texture to create distinctive perfection.

The pockets are tough to get into, what should I do?

Like most leather material, our plant leather needs to be gently worked, stretched, and conditioned to soften. The more you use it, the more flexible it will become. We recommend using our natural conditioning wax KULINDA for best results.

Is my handbag waterproof?

Our plant leather is naturally water resistant. If it does get wet, let it air dry, then add a light coat of our natural conditioning wax KULINDA for extra protection.

What currency are the prices in?

All prices are in USD (US dollars).

When will my order ship?

Orders normally take 1-10 business day(s) to process. This does not include transit time. For more information, please contact our customer service department at orders@AiyaayiA.com

How can I track my order?

We offer tracking on all shipments. Please note that you will only receive an email with the tracking details once your order has been processed and shipped from our warehouse.

Can I modify or cancel my order after it has been placed?

We start working on your order as soon as we receive it, therefore we are unable to make any modifications to an order after it has been placed and confirmed. Please make sure all entered information is accurate before ordering. In the event where your order has shipped, and you are not totally satisfied, visit our Return Policy to see how we can make you happy again.

I created an account & cannot see my order.

Please note that any order placed prior to creating an account will not appear on your account. Only orders placed after the account has been created will be visible. Should you require information on an order, please email customer service at orders@AiyaayiA.com

My order says shipped but I typed in my address incorrectly.

Please contact orders@AiyaayiA.com within 24 hours of placing the order. We cannot guarantee that we will be able to make the necessary adjustments.

All orders that have been shipped to an incorrect address will be the customer’s responsibility. The customer will have to resubmit a new order and will be responsible for additional shipping fees.

Aiya ayiA will not be responsible for packages and/or additional fees that are associated with shipment to an incorrect address.

Lost or delays caused in shipment.

Packages that are either stolen, lost or undelivered are not our responsibility. If your package does not arrive within or after the estimated delivery time, you should contact the courier company used to deliver your package, explain the situation and provide them with your tracking number.

How do I return or exchange an item?

You have a 14-day time period from when you have received your order to contact us for a return or exchange.

In order to process a return/exchange please contact us at: orders@AiyaayiA.com

Any item sent back without a return number can risk being misplaced and may cause a delay in refunds or exchanges being issued.

When returning an item to Aiya ayiA, kindly provide a tracking number for our reference. Customers are responsible for returning all item(s) at their own expense.

How long will it take to receive my refund on my credit card?

You will see your refund within 2-5 business days from the processing date. However, depending on your financial institution, it could take up to 10 business days for your funds to be reflected on your statement.

Will I be refunded for any additional fees?

Aiya ayiA does not charge any bank fees nor collect any of these fees. Any additional fees charged by your bank are to be paid by the customer. If you notice any unusual bank charges, we suggest contacting your credit card company for further information.

Packaging your return item; we do not ask our customers to purchase new components (e.g. new delivery box, or shipping accessories) from their transportation company to ship the item back, as we are not responsible for shipping packaging fees. Please try to reuse the original shipping bag and materials.

Why is my credit card information not being accepted?

It is important that your billing address entered on your order matches exactly as it appears on your credit card statement. Check to ensure all numbers are entered correctly. Please note that we only accept Visa, Mastercard, Amex & PayPal.

What do I do if I received a damaged item?

Please contact customer service within 24 hours of receiving the defective item by emailing us at orders@AiyaayiA.com .

I have an incorrect item in my package, what should I do?

In the rare scenario that you receive a different product, we want to resolve any issues with incorrect items immediately. Please contact our customer support team at orders@AiyaayiA.com with the order number and the incorrect item’s name and number.

My package was “returned to the sender” what do I do?

Sorry to hear we missed you. Once your package(s) are received and processed at our warehouse, we will try to contact you to reship the order. If we do not get an answer within the next 24 hours prior to reshipment, a refund will be issued. To avoid having the package returned to sender again, we encourage you to track your order very closely to make sure your availability matches the arrival date.

Are prices subject to change?

Aiya ayiA reserves the right to discontinue the sale of any product listed on this site at any time without notice. While our goal is an error-free site, we do not guarantee that any content is 100% accurate or complete, including price information and product specifications. If we discover price errors, they will be corrected on our systems, and the corrected price will apply to your order. Aiya ayiA reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions (including after an order has been submitted and accepted).

I need to have my bag repaired, what do I do?