FAQ

GENERAL

Born in Vancouver, BC, we defy norms, celebrating individuality with premium streetwear. Founded on faith but open to all, our designs unite diverse perspectives. Join the Flight Club. #FlyFree

You can reach us through our social media channels such as Instagram or our email: support@azayaclothing.com.

We try to respond within 24 hours.

Yes! The AZAYA Referral Program is inviting all individuals that have a passion of streetwear to join. Share your code with friends or promote it on your social platforms and earn a commission every time someone makes a purchase using it. Join the team now!

ORDER

Once you’ve placed your order, you will receive a confirmation email with your order number. Once our team has processed your order and your items are shipped, you will receive a second email with a tracking number to be able to track the progress of your order.

Since we want to make sure that you will receive your items as soon as possible, we will start processing your order as soon as we receive it. This means that once your order has been placed, there is little chance to edit or cancel it.

If there is an issue always contact us by email as soon as possible with your request so that we can help you with your order.

We are sorry if you have received an incorrect or faulty item. We strive to achieve 100% satisfaction when our customers receive their favorites. In order to get this sorted for you, please email us the following info:

• Your name
• Your order number
• Picture of the fault/incorrect item
• Product name (this can be found on your order confirmation email)

When you order multiple items in one order, these may be shipped separately if there is a delay or an item is out of stock on a specific item so these can get delivered faster to you.

SHIPPING

At AZAYA we are committed to ensuring customer satisfaction by processing orders as fast as possible. With that being said shipping times fluctuate between 3-4 business days! However over the past couple of months our brand has exploded due to popularity, so if items sell out or are delayed we will notify you and update the website.

All orders come with a tracking number that allow you to track the progress of the order. After placing your order with us please allow 1-2 days for processing from our team, once your order has been shipped out, the tracking number and information will be emailed or texted to you within 24 hours!

There will be no additional fees added after you have paid for your item, and it has been shipped. If there is any issue with this, feel free to contact us.

If you are not at home when your package is delivered and there isn't a safe place to leave it, the courier may leave a card or send an email with more information about where your order is, how to pick it up, or how to make a new delivery. Also check your tracking number for more information about this.

If your order will be returned back to us due to non-collection, We will arrange a free resend of your order.

RETURNS

We have a 30-day return/exchange policy, which means you have 30 days after receiving your item to make a request. To be eligible for a return/exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Your request to exchange/return can be submitted here.

Once we receive your return package, we will send you a confirmation of receipt via email and process your refund immediately. The refund will automatically be processed according to the payment method that you used to place the order.

You will have 30 days to make an exchange/return from the day you receive your package.

To get our return address please email us.

Important: the address on the package is NOT our return address. We will not receive the package if you send it to that address and therefore we will not be able to refund you. 

No, this is not the return address. We will not receive the package if you send it to that address, and therefore we will not be able to refund you.

This is very unfortunate, perhaps you can check the carrier that you have used to find out where your package is. Unfortunately, there is nothing that we can do to help you in this case. As long as we have not received the items that you would like to return, we are unable to process a refund.

SHIPPING PROTECTION

Shipping Protection protects from Damage & Loss. Get peace of mind with Delivery Guarantee in the event your delivery is damaged or lost during transit.

If you do not have shipping protection enabled on your order and in the scenario that your package is damaged or lost we are not liable for replacing that package.

Shipping protection can be added to your order in the cart before checking out.

To protect your order against loss or theft, add Shipping Protection can be added to your order in the cart before checking out.

When you add Shipping Protection, you can easily file an issue for a lost or damaged package by contacting us here. When you file an issue, it will be reviewed for approval for a reorder or store credit within 1-2 business days.

To protect your order against damage that occurred during shipping, add Shipping Protection in the cart before checking out.

When you add Shipping Protection before checkout, you can easily file an issue for a lost or damaged package by contacting us here. When you file an issue, it will be reviewed for approval for a reorder within 1-2 business days. 

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at support@azayaclothing.com and we will be happy to work with you to solve the situation.

If you insured your order with Shipping Protection at checkout, you can file a claim directly at here and we'll get the claims process started for you.

OUR PRODUCTS

Yes, all our products are gender neutral. We do not differentiate between sexes. We want to encourage our customers to wear what they like.

Please contact us at support@azayaclothing.com.

All of our clothing is easy to care for and can be machine washed. We recommend using low heat or hang drying for the best results. This will help preserve the quality of the fabric.