We accept returns for items that meet the following conditions:

• Unused and Unworn: Items must be returned in their original condition, unworn, unwashed, and with all tags attached.
• Original Packaging: Items must be returned in their original packaging (e.g., boxes, poly bags, or dust bags).
• Timeframe: Items must be returned within 3 days from the date of delivery.
• Non-Returnable Items: Certain items cannot be returned, such as final sale items, undergarments, swimwear (if hygiene stickers are removed), and customised products. 
• Please check product descriptions for details on whether an item is a final sale.

To initiate a return:

• Submit a Return Request: Contact our customer service at info@goaiao.com with your order details and reason for return.
• Receive Return Authorization: Once your request is approved, you will receive a return authorisation number.
• Collection: Pack the item securely in its original packaging, including your return authorisation number. Our team will arrange collection within 3 working days.
• Return Confirmation: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your return. If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 14 business days.

• Refund Method: Refunds will be issued to the original form of payment. If you paid with a gift card or store credit, the refund will be issued as store credit.
• Processing Time: Please allow 14 business days from the time we receive the return to process your refund. Depending on your bank or payment provider, the refund may take additional time to appear in your account.
• Original Shipping Costs: Shipping fees are non-refundable, except in cases where the item was faulty or incorrect.

If you would like to exchange an item:

• Eligible Items: Exchanges are only available for different sizes or colours of the same item. If you want a different item, please return the original item and place a new order.
• How to Request an Exchange: Follow the same steps as the return process outlined above, and specify that you would like an exchange.
• Processing Time: Once we receive the item you wish to exchange, we will process the new item and ship it out within 14 business days.
• Out of Stock Items: If the item you wish to exchange is out of stock, we will issue a refund for the original item.

If you received a damaged or defective item, please contact our customer service team at info@goaiao.com within 7 calendar days of receiving your order. We will arrange for a free return or exchange and cover the shipping costs.

• International Customers: We gladly accept returns from international customers, but please note that return shipping costs are the responsibility of the customer. Customs duties and taxes paid on your order are non-refundable.
• Processing Time: Please allow extra time for international returns due to customs processing. You will be responsible for ensuring the item is returned safely to us.

• Domestic Returns: Contact our customer service at info@goaiao.com with your order details and reason for return. Our team will initiate the process for collection.
• Pre-Paid Labels: In certain cases, we may provide a pre-paid return shipping label. If applicable, this will be included in your return confirmation.

If you haven’t received a refund yet:

• Check your bank account: It may take some time before your refund is officially posted.
• Contact your credit card company: Refund processing times vary depending on the payment provider.
• Contact your bank: There is often a processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at info@goaiao.com

If you have any questions about our return and exchange policy, please reach out to us info@goaiao.com