FAQs

Standard shipping is free on orders over $99 shipped within the contiguous United States. Orders under $99 ship at a flat rate that's shown at checkout before you pay.

Need it fast? Overnight shipping is $40 and can be selected at checkout.

Orders to Alaska, Hawaii, U.S. territories, and international addresses are priced at checkout based on weight and destination. Free shipping doesn't apply to these destinations.

Yes, we ship worldwide. Enter your address at checkout and you'll see the shipping rate and estimated delivery time for your location before you pay. Rates are based on the weight of your order and where it's going.

Two things to know:

• Free shipping applies to the contiguous U.S. only.
• Your country may charge customs duties or import taxes when the package arrives. These aren't included in your order total and are collected by the carrier or customs office on delivery.

International returns are accepted under our standard policy, with a flat return fee deducted from your refund. We'll confirm the exact amount when we process your request.

Orders are packed and shipped from our stores in Dulles, Virginia and Columbia, Maryland within one business day. Orders placed early in the day usually ship the same day; the rest go out the next business day.

• Standard shipping: typically arrives within 2 to 5 business days after it ships, depending on where you are in the U.S.
• Overnight shipping ($40): orders placed before 12:00 PM Eastern on a business day ship the same day and arrive the next business day. Orders placed after noon ship the next business day.

Weekends and holidays aren't counted as business days. You'll get an email with tracking as soon as your order is on its way.

As soon as your order ships, we email you a shipping confirmation with a tracking link. You can also see tracking any time by signing in to your account with the email address you used to order. No password needed; we'll send you a six-digit code.

Tracking can take up to 24 hours to show movement after you receive the email. If it hasn't updated in three business days, email us at [email protected] with your order number and we'll look into it.

Carriers sometimes scan a package as delivered a little before it actually arrives, so first:

• Check around your door, porch, mailbox, and any parcel locker or leasing office.
• Ask household members and neighbors whether they accepted it.
• Give it 48 hours. Packages scanned early usually arrive by the next business day.

Still missing after 48 hours? Email [email protected] with your order number. We'll open a trace with the carrier and make it right.

Email [email protected] as soon as possible with your order number and what you'd like to change. We can update a shipping address, swap a size, or cancel the order as long as it hasn't shipped yet.

Once an order has shipped we can't redirect or cancel it, but you can return it under our Return Policy once it arrives.

Yes. At checkout, choose Pick up instead of shipping and select the store you'd like to collect from:

• Dulles Town Center (Dulles, VA), first level next to Kay Jewelers
• Columbia Mall (Columbia, MD), first floor near H&M

Pickup is free. Wait for the ready for pickup email before heading over, then bring your order confirmation and a photo ID. Store hours are on our Locations page.

If something isn't right, we're happy to offer an exchange, store credit, or a refund. The windows are the same whether you shopped in store or online; what differs is how you return it.

• Refund to your original payment: within 14 days (from purchase in store, from delivery online)
• Exchange or store credit: within 30 days (from purchase in store, from delivery online)

In-store purchases are returned in person at either store, always free.

Online orders can be returned by mail with a prepaid label, or brought to either store for free. By mail, the label is free for exchanges and store credit; for refunds, a flat $8 label fee is deducted from your refund.

All returns need to be unworn and unwashed with tags attached. Sale and clearance items and gift cards are final sale. Full details are on our Return Policy page.

1. Go to your account and enter the email address you used to order. We'll send you a six-digit code, no password needed.
2. Enter the code and open the order you want to return.
3. Select the item or items, choose a reason, and add a note. If you'd like an exchange or store credit instead of a refund, say so here (see below).
4. Submit the request. We review it within one business day and email you a prepaid return label once it's approved.

Pack the item with tags attached, attach the label, and drop it off with the carrier. Returns sent back without an approved request may not be accepted.

Want an exchange or store credit? Write EXCHANGE plus the size or item you'd like, or STORE CREDIT, in the note before you submit. The form shows an $8 return fee on every request; if you've asked for an exchange or store credit, we remove that fee before sending your label.

Exchanges are free and available within 30 days of delivery (online) or purchase (in store).

Online orders: start a return from your account and write EXCHANGE and the size or item you'd like in the note. We'll email you a prepaid label at no charge. Your exchange is processed as a new order once we receive and inspect the original item. If the item you want is out of stock by then, we'll issue store credit instead.

Between day 15 and day 30: the request button in your account disappears after day 14, but you're still within the exchange window. Email [email protected] with your order number and we'll set it up for you.

In-store purchases: bring the item and your receipt to either store and we'll exchange it on the spot.

• Exchange or store credit: free. We email you a prepaid return label.
• Refund to original payment (online): we still email you a prepaid label, and a flat $8 label fee is deducted from your refund to cover it.
• In-store returns: always free, including online orders you bring back to Dulles Town Center or Columbia Mall. No label, no fee.
• Damaged or wrong item: no fee, ever. Email us and we'll take care of it directly.
• International returns: a flat return fee is deducted from your refund. We'll tell you the exact amount when we process your request.

Original (outbound) shipping charges are non-refundable.

One thing to expect: the online return form shows the $8 fee on every request, including exchanges. If you've asked for an exchange or store credit in the note, we remove it before your label goes out. You won't be charged.

Items bought in store are returned or exchanged in person at either location, with your receipt. There's never a return shipping fee.

• Refunds within 14 days of purchase, to your original payment method (or store credit if that method isn't available).
• Exchanges and store credit within 30 days of purchase.

If you gave us your email at the register, your in-store purchase may show up in your online account. Please don't submit an online return request for it; the online form adds an $8 label fee that doesn't apply to in-store purchases. Bring it to the store, or email [email protected] and we'll sort it out with no fee.

Yes. Bring the item and your order confirmation to Dulles Town Center or Columbia Mall and we'll handle it at the register. No return request, no label, and no $8 fee, since in-store returns are always free.

The same windows apply, counted from the day your order was delivered:

• Refund to your original payment: within 14 days
• Exchange or store credit: within 30 days

Items need to be unworn and unwashed with tags attached, same as any return. If you're not near a store, the mail-in option through your account is always available.

To be accepted, returns need to be:

• Unworn, unwashed, and in original condition with all tags attached
• Accompanied by a valid receipt or order confirmation

Every return is inspected before a refund, exchange, or store credit is approved. We can't accept items that are stained, worn, washed, odored, stretched, altered, damaged, or missing tags or packaging.

If an item doesn't pass inspection we'll let you know and hold it for 14 days. You're welcome to have it shipped back to you at your cost within that window; after that it's considered forfeited. Any prepaid return label we provided is non-refundable.

The following are final sale and can't be returned or exchanged:

• Sale and clearance items
• Gift cards and e-gift cards

If a final sale item arrives damaged or isn't what you ordered, that's on us. Email [email protected] and we'll make it right.

1. Request reviewed: within one business day of submitting it from your account. You'll get an email with your return label.
2. Return in transit: depends on the carrier and where you're shipping from.
3. Inspection and refund: within 3 to 5 business days after we receive your return.
4. Back on your card: once we've issued it, your bank or card issuer typically posts the refund within 5 to 10 business days. Store credit is available immediately.

Refunds go to your original payment method, minus the $8 label fee for online refunds. If the original payment method isn't available, we'll issue store credit.

We're sorry about that. Please email us rather than using the return form, so we can take care of it directly and no return fee applies.

Send the following to [email protected]:

• Your order number
• A photo of the item and the issue (and the packing slip, if you received the wrong item)
• Whether you'd prefer a replacement or a full refund

We'll reply with next steps, including a prepaid label if we need the item back. Replacements ship at no cost to you.

Refunds to your original payment method are available within 14 days. After that, you can still get an exchange or store credit through day 30, and the return label is free.

For online orders, the request button in your account disappears after day 14, so email [email protected] with your order number and we'll set up your exchange or store credit. Or bring the item and your receipt or order confirmation to either store, whether you bought online or in person.

After 30 days we're unable to accept returns.

Ayna Rewards is free to join. Create an account at aynausa.com with your email address and you're automatically enrolled at the Bronze tier. Every order you place while signed in earns points.

Shopping in store? Give the cashier the email address on your account so the purchase is linked to it and counts toward your points and tier.

You can see your points balance, available rewards, and tier progress any time on our Loyalty/Rewards page while signed in.

• Place an order: 1 point for every $1 spent at Bronze. Silver, Gold, and Platinum members earn more per dollar (see VIP tiers).
• Write a review: up to 100 points per review. A written review earns 50, adding a photo earns 20 more, adding a video 20 more, and signing in with a social account to leave it adds 10. Each item you've purchased can be reviewed separately, so an order with three pieces can earn up to 300 points in reviews.
• Follow us on Instagram: 50 points. Use the Go button on the rewards page so the follow is credited to your account.
• Your birthday: 100 points. Save your birthday on the rewards page so we know when it is.

Points from orders are added to your account once the order is complete. If you return an item, the points earned on it are removed.

Every 200 points is worth $10 off a future purchase:

• 200 points: $10 off a purchase of $25 or more
• 400 points: $20 off a purchase of $40 or more
• 600 points: $30 off a purchase of $50 or more
• 800 points: $40 off a purchase of $60 or more

Online: sign in and open the Loyalty/Rewards page. Under Redeem Rewards, pick the reward you want and you'll get a discount code. Enter it in the discount field at checkout.

In store: give the sales associate the email on your rewards account. They can pull up your account, see the rewards you have available, and apply one to your purchase at the register.

Two things to know: each reward has a minimum purchase amount, and one reward or promo code can be used per order, online or in store.

Your tier is based on what you've spent with us over the last 12 months, online and in store combined, and each tier earns more points on every order:

• Bronze: join for free. 1 point per $1 spent.
• Silver: after spending $500. 2 points per $1 spent.
• Gold: after spending $1,000. 2.5 points per $1 spent.
• Platinum: after spending $2,500. 3 points per $1 spent.

Because it's a rolling 12 months, your tier can move in both directions: once your spend over the past year passes a threshold you move up right away, and if it drops below the threshold later you move back down. Purchases don't have to be in a calendar year, just within the last 12 months from today.

Your current tier and how much more you need to spend to reach the next one are shown under Move Up Tiers on the Loyalty/Rewards page.

Points expire one year after you earn them, so the balance you see on the Loyalty/Rewards page is always points earned in the last 12 months.

Rewards are different. Once you've turned points into a reward (for example, 200 points into $10 off), that reward never expires. You can hold it until you're ready to use it.

So if you have points that are getting close to a year old, redeem them for a reward now and use it whenever you like.

• Same email? Points only land on the account that matches the email used for the order. If you checked out as a guest or with a different email, let us know and we'll link it.
• Order complete? Points from purchases appear once the order is complete, not the moment it's placed.
• Reviews: points are added once your review is published.
• Older than a year? Points expire 12 months after they're earned. Rewards you've already redeemed don't.
• Instagram follow: the follow has to go through the Go button on the rewards page to be credited.

Still missing? Email [email protected] with your order number and the email on your rewards account and we'll add them.