Ask us anything. We’ll get back to you as soon as we can.
Email us at concierge@GibsonCollective.com
You can also give us a call at +1 __________, Monday-Friday 9am to 5pm PST.
For press inquiries, please email press@GibsonCollective.com
Not accepting wholesale requests at the moment
WHAT IF I NEED TO CHANGE OR CANCEL MY ORDER?
Unfortunately, once an order is placed we can no longer make changes. Please email us at concierge@GibsonCollective.com with your order number and let us know that you are looking to cancel your order and we will take care of you. Kindly keep in mind that we process orders quickly, and may be unable to cancel your order.
HOW DO I CHECK THE STATUS OF MY ORDER?
We will send you a tracking number once your order has been shipped. It may take up to 24 hours for the tracking information to be updated.
If you have made an account with us you can login through our home page.
Account Information > Order History
DO YOU ACCEPT PAYPAL?
We do! If you choose to checkout with PayPal you will be redirected to their website before finalizing your order.
WHERE CAN I TRY THE CLOTHES ON?
If you’re in Los Angeles, then make an appointment at our dreamy DTLA Loft! Learn more about it and how to book an appointmenthere.
WHY ARE YOUR CLOTHES PRICED THE WAY THEY ARE?
We are dedicated to giving you the best product we possibly can. Our pieces are made in Los Angeles with an extreme attention to detail. Rest assured you can expect a high quality piece to add to your wardrobe from AYAI.
THE ITEM I WANT IS OUT OF STOCK!
Go to the product page, and be sure to include your email in the field provided for the product you want and we will keep you updated when it’s back in stock.
THERE’S A PROBLEM WITH MY ORDER
If you have any problems with your order -such as damaged or missing items, or any other problems- please reach out to us within 7 days of receiving your order and we’ll take care of you!
MY ORDER DIDN’T GO THROUGH BUT I WAS STILL CHARGED
This problem is called an authorization attempt and is common with Shopify when billing information is entered incorrectly. Authorization is needed to check if a card holder has the sufficent funds to be approved by the merchant. If there is sufficent credit as determined by the bank, the sale will automatically go through. If there is a problem with validation then the authorization is cancelled.
I’VE PLACED MY ORDER, WHEN WILL IT SHIP?
All orders will ship in 1-2 business days. Please note, orders are not shipped over the weekend. Once processed you will receive a confirmation email with your tracking information.
WHEN WILL I RECEIVE MY ORDER ONCE IT HAS SHIPPED?
This depends on the shipping you selected! We currently offer:
Standard: 5-7 Business Days
2 Business Days
3 Business Days
Orders addressed to a PO Box will be shipped with USPS.
All express orders must be placed before 1pm to be eligible for next day shipping.
Express orders do not ship on weekends, so if you order on Saturday, it will ship out on the next business day, Monday.
DO YOU OFFER FREE SHIPPING?
We do! Our standard 5-7 Business Day ground shipping is free for US orders.
HELP! MY ORDER IS LOST 🙁
Contact us, and we’ll help you find it!
INTERNATIONAL SHIPPING AND RETURNS
Please see our International section below
Items may be returned within 90 days of you receiving your order.
ALL DISCOUNTED ITEMS ARE FINAL SALE
Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached.
Fine jewelry returns are only accepted on unworn, unaltered and immaculate items returned in original packaging.
Refunds are made to the original payment method. If that is unavailable, we will issue a store credit. Returns may only be made once, items purchased with a store credit are unrefundable.
Once we receive your return, please allow 3-5 business days for your refund to be processed and 5-10 days for the bank to post the refund to your account.
Unfortunately we are unable to offer exchanges. If you would like to exchange an item from your order, simply return the original item for a refund or store credit and place a new order. If you are concerned about an item going out of stock in the meantime, we recommend placing the new order while your return is being processed.
We do not offer price adjustments for discounted items at this time. We’re sorry for the inconvenience!
RETURNS WITHIN THE USA
If your package included a return shipping label, simply fill out the slip included and use the provided label to ship your return back to us. You can drop it off at any UPS location.We are not responsible for refunding any costs associated with shipping.
If your package did not include a return label, please reach out to us at concierge@GibsonCollective.com and we will send you a pre-paid label.
If you receive an incorrect item or an item that is damaged, please contact customer service immediately. Please send a photo of the damaged item if applicable. You have 7 days after the purchase to exchange or get a refund on defective items.
WHAT ARE THE SHIPPING COSTS FOR INTERNATIONAL?
We offer free shipping worldwide on orders over $300
For orders under $300, you can select $25 flat rate regular shipping (7-9 days) or select your choice of DHL or UPS methods for the rate displayed at checkout.
All international shipments are shipped through DHL or UPS, you can select your shipping method at checkout.
DHL express takes 2-7 business days.
Standard shipping options are shipped via DHL.
Due to customs regulations we are able to ship to Russia exclusively via USPS at this time.
WHERE DO YOU SHIP TO INTERNATIONALLY?
Afghanistan, Aland Islands, Albania, Algeria, Andorra, Angola, Anguilla, Antigua And Barbuda, Argentina, Armenia, Aruba, Austria, Australia, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia And Herzegovina, Botswana, Bouvet Island, Brazil, British Indian Ocean Territory, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Christmas Island, Cocos (Keeling) Islands, Colombia, Comoros, Congo, Congo, The Democratic Republic Of The, Cook Islands, Costa Rica, Croatia, Cuba, Curaçao, Cyprus, Czech Republic, Côte d’Ivoire, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Falkland Islands (Malvinas), Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guatemala, Guernsey, Guinea, Guinea Bissau, Guyana, Haiti, Heard Island And Mcdonald Islands, Holy See (Vatican City State), Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iraq, Ireland, Isle Of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kenya, Kiribati, Korea, Democratic People’s Republic Of, Kosovo, Kuwait, Kyrgyzstan, Lao People’s Democratic Republic, Latvia, Lebanon, Lesotho, Liberia, Libyan Arab Jamahiriya, Liechtenstein, Lithuania, Luxembourg, Macao, Macedonia, Republic Of, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Martinique, Mauritania, Mayotte, Mexico, Moldova, Republic of, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Norway, Oman, Pakistan, Palestinian Territory, Occupied, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn, Poland, Portugal, Qatar, Republic of Cameroon, Reunion, Romania, Rwanda, Saint Barthélemy, Saint Helena, Saint Kitts And Nevis, Saint Lucia, Saint Martin, Saint Pierre And Miquelon, Samoa, San Marino, Sao Tome And Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Sint Maarten, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Georgia And The South Sandwich Islands, South Korea, South Sudan, Spain, Sri Lanka, St. Vincent, Sudan, Suriname, Svalbard And Jan Mayen, Swaziland, Sweden, Switzerland, Syria, Taiwan, Tajikistan, Tanzania, United Republic Of, Thailand, Timor Leste, Togo, Tokelau, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, United Arab Emirates, United States Minor Outlying Islands, United Kingdom, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Virgin Islands, British, Wallis And Futuna, Western Sahara, Yemen, Zambia, Zimbabwe
DUTIES + TAXES
- DDP: Delivered Duty Paid
- DDU: Delivered Duty Unpaid
Countries shipped Delivered Duty Paid: UK, Australia, Japan, Canada, France, Germany, Italy, Spain, Greece, and Switzerland. Your taxes and duties will be calculated in checkout and you will be charged when you place the order.
All other countries are shipped Delivered Duty Unpaid, and all local, state and national taxes are the full responsibility of the international customer. The taxes and duties will not be calculated in checkout. You will be responsible for paying the taxes and duties upon delivery of the order. We recommend contacting your local customs office for information regarding these costs.
The price associated with duties and taxes vary from country to country.
For more information please DHL’s Receiver’s Guide to Duties and Taxes.
Simply ship the items you wish to return back to us. Please note, any international shipping fees associated with making returns are the responsibility of the customer and will not be refunded.
Fill out your returned items on the invoice.
Pack your item(s) and invoice into a box.
Mail your return using your carrier of choice