FAQ

About Aylea?

• Aylea was first established in October 2020 to assist Malaysians in purchasing branded items from the USA
• Aylea is officially registered under SSM as Aylea Enterprise

Product originality?

• All our products are original and imported directly from the USA
• We do not sell any fake items and you can contact us to verify your purchased item's originality

Product exchange/return/refund?

• We do not accept any exchange/return/refund of purchased items
• The quality and the condition of all items are verified prior to being couriered to you and are well packed in a box to avoid damage during delivery
• We take care of your branded items as much as we, Aylea Team, take care and love our personal handbags
• Rest assured, we are trying our best to provide the best shopping experience for our beloved customers

Shipping?

• All purchases will be processed and couriered by PosLaju or J&T between 2-3 working days
• The delay caused by the courier services is not under Aylea's liability
• However, you may contact us should you realize any unusual delay in receiving your purchased items

Inquiries?

• Do not hesitate to contact us should you have any inquiries
• We will try our best to assist you day and night, when we are awake  

In the event of customer dispute, what is your process in handling the dispute? Clear step by step with turnaround time?

1. The dispute will be assesed by our team to find the best solution (2-4 days depending on the customer response time)
2. Any solutions will be suggested to the customer and we shall opt for the one agreed by both parties (2 days)
3. The execution of the dispute solution will take place (2-7 days)

In the event of customer decided to return the product, what are the process to refund the money to customer? Clear step by step with turnaround time?

As stated in our Return, Refund, Cancellation, and Exchange Policy, we do not accept any exchange/return/refund/cancellation of purchased items, however, our customers may request for an exchange with a same product or another item of equal value under exceptional conditions such as listed below:

1. damaged item during delivery, or/and 
2. wrong item delivered

The item must be returned in good condition with original box/packing, otherwise the exchange request will not be processed. The exchange process and turnaround time are as follows:

1. the customer has to send back the product to us via post or we may arrange a pick-up service if the the location is nearby (within 10km from our premises (2 to 7 days)
2. the exchange request will be prosessed upon its perfect original condition and we will pack the new exchange item as requested (2-3 days for ready stock)
3. the new exchange item will be posted out (2-3 days)
4. the new item will be delivered to the customer (2-7 days depending on the courier service)
5. the delivery fees (return and postage) will be covered by us

What is the cancellation period offered to your customer from the day of the purchased?

As stated in our Return, Refund, Cancellation, and Exchange Policy, we do not accept any exchange/return/refund/cancellation of purchased items unless under the circumstances as mentioned above.

How long will your refund process take?

It would take about 7 working days.

I dont like the item, can I return it?

As stated in our Return, Refund, Cancellation, and Exchange Policy, we do not accept any exchange/return/refund/cancellation of purchased items unless under the circumstances as mentioned above.

Therefore, before purchasing, you can contact us via WhatsApp to request for more photos and information on the specific item. We would be happy to assist you and make sure you will be satisfied with your purchase. Please make sure that you purchase the item that you really wish to have (100% sure hehe).

Why AYLEA does not accept returns? Are you lying to us about the items originality? Are you a scammer?

No, we are not lying about the originality of the items and we are not a scammer. We are a team of working women with kids and family (you go girls!) pursuing our dream to be a trusted seller of original branded items. We would like to find barakah in our rizq, therefore, fret not, we only provide and sell original items.

The reasons we do not accept returns are: i) all our items originated/came from the USA therefore return processes are very hard to manage because it involves international shipping, and also, ii) the shipping fees during return processes can be really expensive since we also provide proper packaging of all our item. Therefore, we decided not to accept any exchange/return/refund/cancellation unless due to the circumstances mentioned above. We would advise you not to purchase the item if you are really not sure about wanting that specific item.