Shipping & Return
Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.
You are protected when:
- The item you ordered did not arrive within the time promised by the seller.
- The item you received was not as described.
How can I make change to my order?
Simply email us via our contact form within 12 hours (not applicable to Cash on Delivery order). Be sure to include your order number! If you would like to change your design, please also include the URL or name of the new design. Otherwise, if it is the device type, case type or color that you would like to adjust, please also let us know the details in email.
I want to exchange or return an item
You have up to 30 days from the receipt of your order to exchange your item or request its return. You are responsible for the return costs.
Please contact our customer service department with our contact web form for further information.
Does Ayate-kun guarantee its product?
Of course! We're 100% committed to making you happy. Each case is checked by our supplier, Aliexpress, before it goes out the door to ensure you get the best! While we make every effort to ensure your case arrives in perfect condition, sometimes things could happen. If you discover a fault with the item(s) you have received, please take pictures of the defect and contact us right away. We will work with you to guarantee your satisfaction.
To request further instructions on how to return your order, please email us via our contact web form. Returns without prior communication with us will not be accepted. Online orders cannot be returned to our retail store(s), and vice versa.
Returns made will be refunded in your original form of payment. If the payment was made using credit / debit card or bank account, there might be a lead time required by Stripe (our credit card settlement service provider) to set up the credit transaction with your bank.
Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by our team. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.
Please be advised that shipping fee and express shipping fee are non-refundable. Any discounts that were applied with a minimum purchase requirement may not be applicable after a removal of product(s) in an order. For discounts that are applicable on second/subsequent item, the discount will be revoked on partial return of the order, and the unreturned item will be charged in original price. Shipping fee may also be applied.
All purchases of items from the Archive Collection, Outlet, Sale Collection are final and no refund/return would be granted under any circumstances. Unauthorized returns will be discarded.
Order preparation is between 2 to 5 business days.
Pre-order products take more time as we have to craft it from scratch. Usually it takes 1-2 weeks before we can ship your pre-order.
Time of delivery can vary between 2 to 6 weeks.
For international shipments, the delivery time can be extended from 2 to 6 weeks on average.
Due to the impacts of COVID-19, delays in delivery are possible. We are sorry for this inconvenience and thank you for your patience.