Refund policy

Refund & Return Policy

1. Order Cancellation We accept order cancellations before the product is shipped or produced. If the order is successfully cancelled within this window, you will receive a full refund. Please note that we cannot cancel the order if the product has already been shipped out or, for "Made-to-Order" items, if production has already begun.

2. Returns & Exchanges We accept returns of standard products. Customers have the right to apply for a return within 14 days after the delivery of the product. To be eligible for a return, your item must be unused, unwashed, and in the same condition that you received it, with all original packaging and tags attached.

  • Made-to-Order & Custom Items: Certain pieces in our collection are strictly "Made-to-Order" or personalized. These items are final sale and are exempt from being returned or refunded unless they are defective. We may accommodate a size exchange for Made-to-Order items only if the requested alternative size is currently available in our stock.

To complete your return or exchange, we require a receipt or proof of purchase. Please contact our customer service via email at info@ao-yes.com to obtain the correct return address. Do not send your purchase back without contacting us first.

3. Refusal of Delivery & Unclaimed Packages (Important) It is the customer’s responsibility to actively track their shipment and coordinate with the carrier (e.g., FedEx, DHL) to ensure someone is available to sign for the package.

  • If a package is returned to AO YES due to failed delivery attempts, the customer's refusal to sign, failure to provide a correct address, or failure to collect the parcel from the courier, we will not issue a refund.

  • Any return shipping costs, courier holding/storage fees, and return customs duties incurred will be the sole responsibility of the customer and will be deducted from any potential store credit. In cases where the return costs exceed the value of the items, the package will be abandoned by the courier, and no compensation will be provided.

4. Customs, Duties & Taxes All international orders are shipped Delivery Duty Unpaid (DDU). Customers are strictly responsible for paying all local import duties, customs fees, and taxes required by their country's customs office. If a customer refuses to pay these charges and the package is consequently returned to us or destroyed by customs, AO YES will not issue a refund for the order.

5. Shipping Costs

  • Customer Responsibility: If the return or exchange is caused by the consumer (e.g., change of mind, wrong size ordered, exchanging a Made-to-Order item), the consumer will be responsible for all round-trip shipping fees.

  • AO YES Responsibility: If the goods received are incorrect or defective due to our error, the consumer is not required to bear the shipping fee.

  • Damaged in Transit: If you receive a damaged package, please contact us immediately with photos of the damage. We will assist you in filing a claim with the carrier or arranging a replacement if the damage occurred during shipping.

6. Refunds Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, your refund (minus any applicable shipping, duties, or storage fees) will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

7. Late or Missing Refunds If you haven’t received a refund yet, please first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. If you’ve done all of this and you still have not received your refund, please contact us at info@ao-yes.com.