Exchange and Return Policy

Hello,

Need to exchange or return an item? Below you will find all the information needed to complete this process.

How does it work?

1. Access: https://shopaylla.troque.app.br/

2. Enter your CPF/email and order number;

3. Select the items you wish to exchange or return;

4. Select the reason and choose between exchange (store credit or exchange for the same product, subject to stock availability) or return (refund);

5. After completing the online process, you will receive a return shipping authorization code, allowing you to send the package back to us at no additional cost;

6. Pack the product(s) carefully to protect the pieces and prevent any damage during transportation back to our distribution center (the original packaging may be used) and take the package to a Correios branch using your return code;

7. Once the products arrive at AYLLA and pass our quality control and inspection process, the following procedures will apply:

Exchange and Return Rules

Exchange via store credit:
A voucher with the same value as the purchase will be sent by email.

Exchange for the same product:
The shipment of the new item will be authorized according to product availability.

Return:
The purchase amount will be refunded using the original payment method.

For credit card payments, the refund request will be submitted after 5 business days from receipt of the returned package, as we require time for inspection and system updates. The refund may appear on up to 2 subsequent credit card statements.

For PIX payments, the refund will be processed after 7 business days from receipt of the returned product, using the PIX key provided by the customer.

Important: Special Promotional Actions

For special promotional campaigns with defined promotional periods, if a product purchased during the campaign is returned, the refund will be issued exclusively as a store credit voucher to be used on the AYLLA website, and not as a monetary refund.

Important Information

• Once the order has been delivered, you have up to 7 calendar days to request a return and 7 calendar days to request an exchange.

• Products must be returned with the original tags attached, without any damage, signs of use, or washing. For leather jackets and leather dresses, the protective cover provided by AYLLA must also be included.

• Before returning an item, please ensure that all original components and packaging are included.

• Upon arrival, all products undergo a quality control inspection. Items that do not meet the conditions described in this policy will be returned to the customer, and the right to exchange or return will be forfeited.

• Shipping costs paid at the time of purchase are non-refundable.

• The return shipping authorization code is issued only once and is valid for 15 calendar days. If this period expires, a new code cannot be generated and return/exchange shipping costs will become the customer’s responsibility.

About Exchange Vouchers

Your exchange voucher, corresponding to the value of the original purchase, will be sent by email after the entire exchange process has been completed. The code must be entered as a payment method during checkout.

• Please note the voucher expiration date: it is valid for 30 calendar days from the date of receipt.

• Exchange vouchers can only be used for online purchases made through the AYLLA website and are not valid for purchases at our physical store.

• For discounted items: if you exchange an item purchased at a promotional price, the voucher amount will correspond to the amount actually paid. Therefore, purchasing the same model again may result in a price difference.

About Refunds

Refunds are processed using the same payment method used for the original purchase.

After the refund has been authorized, the time required for the amount to be credited depends exclusively on the customer’s bank or credit card issuer.

• Credit card refunds may take up to 2 billing cycles to appear.

• PIX refunds may be completed within up to 3 business days after authorization.

Support

If you have any questions, please contact us at:

[email protected]