FAQs

HOW DO I MAKE A PURCHASE?

  • If you know what you are looking for, use the SHOES,BAGS and ACCESSORIES links.
  • Once you have found an item, select your size and click on the 'ADD TO SHOPPING ' button underneath each item.
  • Review the items in your shopping bag by clicking the 'MY BASKET' link at the top of the page. You can use the 'REMOVE FROM BASKET' link to delete items from your shopping bag.
  • Click on 'PROCEED TO CHECKOUT' to complete your order.
  • You can shop at AYONOTE.COM without creating an account.

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

  • No. However, register with us and you'll be able to enjoy the following benefits through your AYONOTE.COM account:
  • Track your orders and review past purchases
  • Request your return or exchange directly from your account
  • Save your address details so you can shop even quicker next time
  • Manage your account details.
  • To create an account, simply click on 'Sign in' and then 'Register ' to fill in your details.

I HAVE FORGOTTEN MY PASSWORD WHAT DO I DO?

If you have forgotten your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. For security reasons we are unable to send your password via email.

HOW DO I KNOW IF AN ITEM IS IN STOCK?

All items are in stock unless "Sold Out" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.

If the product you want to buy is out of stock, please email customercare@ayonote.com to find out if there is a waiting list for that item
(you will need to be a registered user). Waiting lists are only available for current season collections that have sold out, and do not apply to sale items.

You can also register interest for items previewed in our editorial features, and will receive email notification when they arrive in stock.

WHAT PAYMENT METHODS DOES AYONOTE.COM ACCEPT?

We accept Visa, MasterCard, American Express, Delta, and Maestro credit and debit cards.

Please note that we do not accept any other methods of payment apart from those listed above.

IS IT SAFE FOR ME TO USE MY CREDIT CARD ON AYONOTE.COM?

At AYONOTE.COM, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.

If you prefer, you may place your order by telephone with our Customer Care team.

WHICH COUNTRIES DOES AYONOTE.COM SHIP TO?

AYONOTE.COM ships to 260 countries worldwide please refer to our list of countries in the drop box.

DOES AYONOTE.COM SHIP TO POST OFFICE BOXES OR FREIGHT FORWARDING ADDRESSES?

Please note that we are unable to deliver to Post Office boxes, apart from in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. We do not deliver to forwarding addresses, which includes Aramex addresses.

WHY ARE SHIPPING RESTRICTIONS APPLIED TO SOME ITEMS?

Due to international trading agreements and regulations, AYONOTE.COM is obliged to adhere to particular shipping restrictions.

As a result, we are unable to dispatch items made of exotic skins outside of the EU

In the case of exotic skins, this would need to be within the EU.

HOW SOON CAN I GET MY ORDER? AND HOW MUCH WILL IT COST?

We deliver to 260 countries around the world, and offer different shipping options to meet your needs please refer to our shipping methods guide.

DOES AYONOTE.COM SHIP TO MULTIPLE ADDRESSES?

Unfortunately, you may only ship to one address per order.

If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address. For corporate orders, please contact customercare@ayonote.com for assistance.

HOW MUCH DUTY AND TAXES WILL I HAVE TO PAY?

By default, product prices are UK VAT exclusive until you proceed to purchase your order.

Taxes and duties are then calculated according to your shipping destination and itemized on the Order Summary page. Please note that UK VAT will only be applied to orders dispatched within the United Kingdom, excluding the Channel Islands.

If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are exclusive of all taxes and duties, including UK VAT. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order. As we are unable to advise the amount this may be, we will always seek your confirmation prior to dispatching a DDU order.

HOW DO I CHANGE CURRENCY?

You are currently viewing the INTERNATIONAL version of our website, serving the UK, Europe, Africa, Asia, Middle East and Oceania. For all destinations you will be billed in British Pounds.

IS MY PACKAGE INSURED?

All items are insured against theft and accidental damage whilst in transit from AYONOTE.COM to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.

DO I NEED TO SIGN FOR MY ORDER?

Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?

We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

CAN I ADD ITEMS TO AN EXISTING ORDER?

Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

HOW WILL I KNOW YOU RECEIVED MY ORDER? AND WHEN WILL PAYMENT BE DEDUCTED?

After you place your order, you will be sent an email confirming that it has been received.

Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge your credit card for the value of the items in stock.

CAN I TRACK MY ORDER?

Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status.

WHERE IS MY ORDER?

We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, AYONOTE.COM is not responsible for any delays caused by destination customs clearance processes.

Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status. If you are not registered, why not sign up now so you can track future orders?

HOW DO I RETURN OR EXCHANGE AN ITEM?

If you are a customer based in the EU, you have the right to cancel your order with us under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs).

Alternatively, you may prefer to return or exchange items using our free returns and exchanges collection service.

CANCELLING YOUR ORDER UNDER THE DISTANCE SELLING REGULATIONS

If you are based in the EU under the Consumer Protection
(Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice within seven working days of receipt.

You must notify our customer care team in writing of your wish to cancel the contract for your entire order under the DSRs within seven working days of receiving your items. Please email customercare@ayonote.com with subject heading: Notice of Contract Cancellation.

On receipt of your notice of contract cancellation, customer care will email you a Returns Reference Number (RRN). Please complete this on the returns pro-forma invoice that you received with your order, and include it with your return so we can process your refund promptly.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us at AYONOTE.COM , and that you retain proof of sending, in case of a dispute.

Please note that you must cover the cost of the return shipment, as our free collection service does not apply to orders cancelled under the Distance Selling Regulations.

All items must be returned unused, in their original condition and from the country that the order was delivered to.

We will refund the full value of your order, including shipping costs, within 30 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.

Please note you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation within seven working days of receiving the order, as described above.

RETURNS AND EXCHANGES USING OUR FREE COLLECTIONS SERVICE

As an alternative to using your rights under the DSRs, you may prefer to return or exchange items using our free returns and exchanges collection service. Making a return or exchange is easy using our free collection service. Just make sure you request your Returns Reference Number within 7 days of receiving your order and return the items within 14 days of receiving your order.

RECEIVING YOUR RRN

Send an email to customercare@ayonote.com with the order number identifying the items you would like to return.

Tell us the reason why you want to send your item(s) back. If an item is faulty, please provide details why.

Please specify if you'd like to exchange an item because the fit isn't right and choose the replacement size.

To request a refund, tell us how you would like to be credited. This needs to match the original payment method used.

You will need to agree with our Return Policy as displayed on AYONOTE.COM. You will then receive an email containing your Return Reference Number (RRN) which is valid for the next 14 days within which you can send your unwanted item(s) back to us.

RETURNING YOUR PURCHASE

We will book a free collection with TNT on your behalf. In order for us to do so please send an email to customercare@ayonote.com or by calling +44 (0)845 519 6787 or visiting www.tnt.com and selecting your country to find the telephone number of your nearest TNT. UK customers will be contacted by our customer care team to arrange returns.

Sign the returns proforma invoice that you received with your order
(and fill in the TNT air waybill if applicable). Please leave your package open until the driver has checked the contents.

You will be notified by email once your return has been received and processed.

If you are based outside the EU, you can exchange an item for a different size only. Please note shipping rates may apply. However, you will need to pay duties and taxes on the replacement item.

To exchange an item, simply specify the new size you require at the time of requesting your RRN and follow the instructions above. Please note that we are only able to offer only size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a credit and purchase the new item separately.

Items should be returned new, unused and with all dust bags and authenticity tags still attached. In addition, shoes should be returned in their original, undamaged shoe box as this is considered part of the product. We will not accept merchandise which is not received in the above specified conditions. Furthermore, to ensure that your return is adequately protected in transit, we recommend you send your items back to us in the original packaging provided.

*Free collection does not apply to items returned from a different country to the original shipping destination.

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

Your refund will be credited to the original purchaser's credit card and will include shipping costs for faulty items or for orders cancelled under the DSRs only. Shipping costs will not be refunded for items returned using our free collection service.

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly.

Please be aware that it can take up to 10 days for the refund to appear in your account.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.

To register at AYONOTE.COM, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

Please note that AYONOTE.COM may use your contact details to inform you of our latest arrivals and fabulous new services via email. If you would prefer not to receive these updates, please email admin@ayonote.com.

Click here to read our Privacy Policy in full.