Return & Refund Policy
RETURN & REFUND POLICY
Last Updated: May 02, 2026
At Aiyana Jackets, every jacket is individually handcrafted with care, attention to detail, and a commitment to quality. We appreciate every customer who supports our craftsmanship and understands the time required to create premium handmade garments.
Please read this Return & Refund Policy carefully before placing an order. By purchasing from AiyanaJackets.store, you acknowledge and agree to the terms outlined below.
PRE-ORDER PRODUCTS
All Aiyana Jackets products are handmade and produced on a PRE-ORDER basis unless otherwise stated on the product page.
By placing a PRE-ORDER, you acknowledge and agree that:
• Your jacket will be individually produced after your order is placed.
• Production generally requires approximately 12–15 business days before shipment.
• Production timelines are estimates only and may vary due to material availability, supplier schedules, quality control procedures, holidays, weather conditions, demand, and other circumstances beyond our reasonable control.
• Delivery dates are estimates and are not guaranteed.
PRE-ORDER purchases are made with the understanding that production has not yet been completed.
HANDMADE PRODUCTS
Each jacket is individually handcrafted.
Due to the handmade nature of our products, minor variations may occur, including:
• Stitching details
• Embroidery placement
• Color tones
• Fabric textures
• Measurements within reasonable manufacturing tolerances
These variations are considered part of the uniqueness of handmade products and do not constitute defects.
ORDER CANCELLATIONS
Customers may request cancellation within 12 hours of purchase.
After this period, production planning, material allocation, or manufacturing may have already begun.
Once production has started, cancellation requests may not be possible.
If a cancellation request is approved before production begins, a refund may be issued to the original payment method.
REFUNDS
Because our products are handmade and produced specifically for each order, refunds are generally not available once production has begun.
Refunds may only be considered in the following circumstances:
• The order cannot be fulfilled by Aiyana Jackets.
• The customer receives the wrong product.
• The product arrives with a verified manufacturing defect.
• The product arrives substantially different from the product description.
• Applicable consumer protection laws require a refund.
Any approved refund will be issued to the original payment method used for purchase.
Processing times may vary depending on the payment provider and financial institution.
RETURNS
We accept return requests only in limited circumstances.
To be eligible for return review:
• The request must be submitted within 14 days of delivery.
• The item must be unused and unworn.
• The item must be in its original condition.
• Original tags, packaging, and accessories must be included whenever possible.
• Proof of purchase must be provided.
Returns that do not meet these conditions may be denied.
NON-RETURNABLE ITEMS
The following items are generally not eligible for return:
• Customized or personalized products.
• Products altered at the customer's request.
• Products damaged due to misuse, improper care, or normal wear and tear.
• Gift cards.
• Digital services.
• Promotional or clearance items marked as final sale.
Nothing in this section limits any rights granted under applicable consumer protection laws.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Your request should include:
• Order number
• Description of the issue
• Clear photographs of the item
• Clear photographs of the packaging
Each case is reviewed individually.
Depending on the circumstances, we may offer:
• A replacement
• A repair
• Store credit
• A partial refund
• A full refund
The appropriate resolution will be determined at our reasonable discretion and in accordance with applicable law.
RETURN SHIPPING
If a return is approved due to our error, verified defect, or incorrect shipment, we may provide return instructions and cover reasonable return shipping costs.
For all other approved returns, customers may be responsible for return shipping expenses.
Original shipping charges are generally non-refundable unless required by law.
EXCHANGES
If you wish to exchange an item, please contact us before returning the product.
Exchanges are subject to product availability and approval.
We reserve the right to offer a refund or store credit instead of an exchange where appropriate.
OPTIONAL DIGITAL SERVICES
To improve the customer experience, we may offer optional digital services during checkout, including:
• Priority Handling
• Extended Support Services
• Shipping Assistance Services
These services are digital in nature and do not constitute physical goods.
Unless otherwise required by applicable law, purchases of digital services are final and non-refundable once provided.
PRIORITY HANDLING
Priority Handling places an order at the front of our internal production and processing queue.
Priority Handling does not guarantee:
• A specific delivery date
• Faster carrier transit times
• Priority customs clearance
This service is considered fully performed once priority processing has been provided.
VOLUNTARY TIPS
Customers may choose to leave a voluntary tip during checkout as a gesture of appreciation for the Aiyana Jackets team.
Tips are entirely voluntary and are not associated with any product, service, guarantee, or additional benefit.
All tips are final and non-refundable.
CHARGEBACKS
If you experience an issue with your order, we encourage you to contact us before initiating a chargeback or payment dispute.
We are committed to resolving customer concerns fairly and professionally.
Fraudulent, abusive, or bad-faith chargebacks may be disputed using:
• Order records
• Communication records
• Tracking information
• Delivery confirmations
• Production documentation
• Payment records
Nothing in this section limits any rights provided under applicable consumer protection laws.
EUROPEAN UNION CONSUMER RIGHTS
If you are located within the European Union, you may have additional rights under applicable consumer protection legislation.
Certain rights cannot be waived or limited by this policy.
Where a conflict exists between this policy and mandatory consumer protection laws, applicable law shall prevail.
CONTACT
For questions regarding returns, refunds, exchanges, or cancellations, please contact:
Aiyana Jackets
Madrid, Spain 28007
AiyanaJackets.store