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Postal Delays

Do you have a tracking number that has not updated from some time?

If your order has been shipped and is currently in transit with the courier, but has not been updated from some time. Please contact our team on info@aym-studio.com so that we can investigate this for you. We may need to raise an investigation directly with the carrier.

Please note that Royal Mail have confirmed that parcels are still moving through their network, despite tracking information not updating as frequently as usual. 

    If we have already raised an investigation for you (and we have confirmed this via email), please allow 5-7 working days for an investigation to take place.

    We understand this is hugely inconvenient and extremely disappointing but we do have to allow this timeframe for their internal investigations to take place. We will be in touch as soon as we have an update from the carrier.

    If you have not heard from us after 7 workings days, please contact us again so that we can we action the next steps for you right away. 

    We understand how upsetting it is to not have clarity on when your order will be arriving with you and we look forward to resolving this with you as quickly as possible. We are so sorry for the delays with Royal Mail and we can't wait to get your order to you.

    Production Delays

    We are so sorry about the delays that are impacting some styles.

    We use a pre-order function to maintain our commitment to sustainability as this allows us to ensure that we never over produce any stock. Overproduction in the industry has typically led to waste, something we are super passionate about avoiding.
     
    We unexpectedly (but very gratefully) experienced a larger than usual influx of orders over the recent months. This has meant that it has taken longer than anticipated to make our garments, as our sewing machinists can only sew one item at a time. Each item is individually and ethically, handcrafted by our team of talented sewing machinists here in the UK. All of whom take great pride in their work, ensuring that your items are constructed to the highest standard and quality, something we simply would never want to sacrifice.
     
    We are committed to quality and want to make sure every garment is made to the highest quality possible. In order for us to maintain the quality while we have an increased number to make, does mean that it will take longer for us overall to achieve the completion of your order.
     
    Our team are working super hard behind the scenes to get your order to you as quickly as possible. We hope you will forgive us 🖤
     
    Your order will be shipped on the quickest shipping service available to you. As soon as your order is shipped, you will receive tracking via email so that you can follow its journey from door to door.

    The below table has been updated with the latest shipping dates for those styles that have been impacted by these production delays:

    Rio Floaty Maxi Dress

    Orders shipping from 3rd April

     

    Returns Delays

    Unfortunately the postal delays are also impacting your returning parcels. If your return tracking states that is has been delivered into our warehouse, please allow up to 7 working days for this to be processed.

    If after 7 working days, your refund has not been completed, please contact our team on info@aym-studio.com so that we can investigate this for you.

    Customer Care Responses

    We are currently experiencing delays in our responses to customer enquires. Our small team are working overtime to get back to you all as quickly as possible, however, this can take some time as each enquiry requires a thorough investigation to provide you with as much information as possible. 

    We know it's really tempting, especially when you are patiently waiting for an update but please avoid sending multiple emails as this will push your original enquiry to the back of the queue. We respond to customer enquires in date consecutive order and this will cause a delay in our response to you. 

    We are currently responding within 4 working days and we are working super hard to reduce this lead-time as quickly as possible. 

    We thank you for your continued patience xx

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