Help Center

Frequently Asked Questions

Find clear answers to the most common questions about shopping, shipping, returns, and care for your Aotoy handbags and necklaces.

We’ve gathered the questions our customers ask most often. Click any question to reveal the answer. Still need help? Our support team is ready to assist you.

Products & Care

How do I choose the right handbag size or necklace length? +

Each product page includes detailed dimensions (height, width, depth for bags; chain length for necklaces) and fit notes. Consider what you typically carry or your preferred necklace style and match it with the item's measurements for the best fit.

Are the product images accurate? +

We photograph every handbag and necklace carefully to show true color, texture, and silhouette. Slight variations may appear depending on your screen settings and lighting conditions.

What materials are used in your handbags and necklaces? +

Our bags are crafted from carefully selected leathers and quality hardware, while our necklaces feature premium metals and durable finishes chosen for elegance and longevity. Specific material details are listed on each product page.

How should I care for my Aotoy products? +

For handbags, avoid prolonged exposure to direct sunlight and moisture, wipe gently with a soft cloth, and store in the provided dust bag. For necklaces, keep them dry, avoid direct contact with perfumes or lotions, and wipe clean after wearing.

Orders & Payments

What payment methods do you accept? +

We accept major payment methods including PayPal, Visa, Mastercard, American Express, and other secure checkout options.

When will my payment be charged? +

Payment is processed immediately after your order is successfully placed and confirmed.

Can I change or cancel my order? +

Orders may only be modified or canceled within a short time after placement. Please contact our support team as soon as possible for assistance.

Shipping & Delivery

How long does shipping take? +

Delivery times vary depending on your location and the shipping option selected during checkout. Most domestic orders arrive within the estimated timeframe shown at checkout.

Will I receive tracking information? +

Yes. Tracking information will be sent to your email once your order has been shipped.

Can shipping delays occur? +

Delays may occasionally happen due to weather conditions, holidays, high seasonal demand, or carrier-related issues.

Returns & Refunds

What is your return policy? +

Eligible items may be returned according to our Return & Refund Policy. Please review the full details on our Return & Refund Policy page.

How are refunds issued? +

Approved refunds are returned to the original payment method. Processing times may vary depending on your payment provider.

General Information

How do I track my order status? +

You can check your order status anytime by logging into your account. Real-time updates are provided at each stage of processing and shipping.

Where are you based? +

Our headquarters is located at 164 Bob Hill Rd, Ridgefield, CT 06877-2028, United States.

How do I contact customer support? +

You can reach us anytime at support@aotoy.com. Our support team is available during regular business hours and aims to respond promptly on business days.