THE FOLLOWING TERMS AND CONDITIONS ONLY APPLY TO ORDERS OUTSIDE NORWAY. 

Exchanging goods, refund and returns

If you want to exchange the purchase to our webshop, you can do so within 14 calendar days from when you receive the order and you will be given a refund and can place a new order for a new product or size.

Use the return form that is enclosed in the package. The customer is responsible for the goods until it reaches our premises. For international shipment, there is a $50 processing fee that will be deducted from the refund/exchange when the return has been processed.

You can return unused goods for a refund, together with the enclosed return form. A reason code on the form must be selected when a product is returned. The returned goods must be postmarked within 14 calendar days from the delivery date.

The item is returned/exchanged in the same condition as it was received, ie tags must not be removed from the original placement on the garment, the tag string must be intact, and the product must not have been used or washed. A copy of your purchase document must be submitted. We will return the amount to your account as soon as the item is received by us. Any duties and taxes paid are nonrefundable. 

Sales goods are not exchanged unless there is an agreement between you and Ayo Oslo.

Valid return/exchange

A valid return/exchange assumes that the item is unused and has not been washed. The product must be in the same condition as when you received it, all brands and price tags must not be removed from the original placement on the garment, the tag string must be intact, and the product must not have been used or washed. Items with make-up marks and other irregularities caused by the customer are not considered to be original and can not be returned. Reach out to our Customer Care if you are in doubt. 


Open purchase of international orders
You have a 14-day money-back guarantee from the day on which you placed your order. If you change your mind after having placed the order, you must still collect the parcel, and send it back as a return to us postmarked within 14 calendar days. A processing fee will apply on international orders of $ 50 to cover the cost of shipping and processing. 


Uncollected parcels
All our orders are sent directly from our warehouse. It is, therefore, impossible to change/cancel an order once it has been placed and processed through our system. If you do need us to cancel an order, please reach out to our Customer Care right away and be sure to include your order number in your request. We’ll do our best to catch it if it hasn't yet left the building!  A charge $ 50 will apply for uncollected parcels to cover the cost of shipping and processing. 

Return of faulty goods

complaints

In case you receive a faulty product which obviously is not due to the customer, but clearly a production flaw, you must reach out to our Customer Care promptly. Defective products must be reported to Ayo Oslo by e-mail, as well as image documentation, within a reasonable time, no later than seven (7) calendar days after receipt of the product.

Pilling and fuzzing are not considered as faulty goods. This is an inherent characteristic of the wool fibre. Small fuzz balls take shape because of the dynamic friction that is caused when wearing the garment. These fuzzballs are made of shorter fibres and will subside after the garment has been used and washed several times. Cashmere combs will help you remove these fuzzballs.

If you have any queries regarding exchange, refund or returns, please reach out to us on Customer Care and we are happy to help you!

Delivery
We ship World Wide – Free international shipping on orders above NOK 5000 - on regular priced items.
Delivery time may vary depending on the shipping handler that has partnered with Posten. 
You will receive an email with delivery reference when the parcel has arrived at the collection point. The order confirmation includes a link you can use to track your parcel up to the collection point.

 

Duty
For some countries, pre-payment of duties and taxes is not available. For these countries, shipments will be sent on a DDU (Delivered Duty Unpaid) basis, and you’ll be charged duties and taxes by the shipping provider when they deliver your order. Payment of these is necessary to release your order from customs. For more information, please contact your local customs office.
 

 

Transport damage or package that does not arrive.
If the product is damaged or lost during transport to the customer, please contact us as soon as you notice any damage/deviation. Any damage to the package must be reported to the place of delivery (the company that delivered the goods to you) so that the damage is registered with the logistic handler.

 

If you did not find answers to what you were looking for, please do not hesitate to reach our Customer Care.