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Frequently Asked Questions.

Everything you need to know about cleansing, delivery and more. Got more questions? Reach out to our friendly customer service team via email, WhatsApp and phone.

Why should I register an account on ajadynasty.com?

Create an account for access to exclusive areas and services dedicated to our customers:

  • Wish List
  • My Orders
  • Fast Checkout

When you register, AJA DYNASTY Online Store recognizes the country in which you are located and automatically associates it with your account, which will be active only on that country’s version of the site.

How can I delete my account?

If you want to cancel your My Account, please, contact us

I cannot log in to My Account. What should I do?

When you register, Aja Dynasty Online Store recognizes the country in which you are located and automatically associates it with your account, which will be active only for that country’s version of the site. If My Account does not recognize your email address or password, verify that you are navigating the version of the site on which you registered the account.
If you forgot your password, click the “Forgot your password?” link on the Login page and follow the instructions to change it.
For further assistance, contact us, we will be happy to assist you.

Can I change the country of My Account?

To transfer your account to the site of a country which is different from the one you registered with, please, contact us.

Why should I subscribe to the Aja Dynasty newsletter?

Subscribe to our Newsletter and you can:

  • be among the first to discover the latest news from Aja Dynasty
  • access promotions reserved exclusively for our customers
  • receive our style tips

…and much more!
You can subscribe from the Home Page, by entering your email address.

I haven't received your Newsletter. What should I do?

Try adding the “newsletter@ajadynasty.com” address to the safe senders list of your email account; this will prevent the anti-spam filter from blocking future newsletters. If this doesn’t work, contact us.

How can I unsubscribe from your Newsletter?

If you do not wish to receive our Newsletter anymore, you can unsubscribe at any moment by clicking on the Unsubscribe link at the bottom of every Newsletter. This will open a webpage where you can confirm that you want to unsubscribe.

We ask you to consider that you may still receive several more communications before your request is fulfilled; we apologize for the inconvenience.

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How can I pay?

AJA DYNASTY Online Store accepts the following payment methods:
Credit Card: Visa, MasterCard, American Express, JCB.
The total will be charged to your card when the order is shipped. Your card will be charged in Euros.
For Danish orders, cards will be charged in DKK. For Swedish orders, cards will be charged in SEK.
Aja Dynasty Online Store features a Fast Checkout option, allowing you to securely save your credit card details so that you don’t have to re-enter them for future purchases.

PayPal: Shop easily online without having to enter your credit card details on the website.
Your account will be charged once the order is completed. To register for a PayPal account, visit the website paypal.com.
Cash on Delivery: At time of delivery, you must have the exact order total indicated in the shipping confirmation email in cash. The courier cannot provide change and does not accept cheques. For eventual refunds, you must indicate a bank or postal account. This payment method has an additional cost of € 5.50.
We currently offer the Cash on Delivery option to customers only from Nepal.

Why can't I complete my order?

Please, check that you have correctly entered the data for your selected method of payment.
Need further assistance? Contact us and we will be happy to help you.

When will my credit card be charged?

As soon as you complete your order, authorization for the necessary payment will be requested automatically to verify the validity of the credit card and availability of funds; however, the card is not charged at this time. The actual payment occurs when the order is dispatched, at which point, you will receive a notification email.

Why is the amount I paid different from the amount of my order?

Aja Dynasty Online Store guarantees that your credit card will be charged only once for the amount of an order. It is possible that the amount may be shown twice on your statement: the first entry corresponds to the payment authorization request that is made when you place the order; the second confirms the actual charge

Tax information

Purchasing on AJA DYNASTY Online Store is reserved for end consumers. Our prices are inclusive of VAT.
For each order, AJA DYNASTY Online Store issues an invoice; the document will be sent as an attachment in the Shipping Confirmation email.
Please, note: once the order has been confirmed, there is no way to modify the details you have entered, and it is not possible to issue a new invoice.

Payment security

On Aja Dynasty Online Store, every purchase is made with maximum security thanks to the use of Trustwave and Geotrust-certified secure servers and the implementation of the most advanced encryption services (SSL). We only use protected connections, as demonstrated by the “https” URL prefix and the lock symbol that appears in the browser’s address bar.
To safeguard your credit card purchases, you will always be asked to enter your CVV code for every order.
Our Payments department may carry out anti-fraud checks before approving the transaction. For greater protection, they may contact you for further details before confirming the order.

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What is our Return Policy?

You can return any item purchased on AJA DYNASTY Online Store within 15 days of the delivery date. Here’s how:
Fill out the Return Form.

  • Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise, we will be unable to accept your return and issue a refund.
  • Pack the items in the order box (or any rigid carton box) and stick the pre-paid DHL label over the prior delivery information. Using the label provided will guarantee a refund in the event of theft or loss during delivery to our warehouse in Nepal.
  • Contact DHL (dhl.com) to arrange the pick-up of your package wherever you wish.
  • Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.

Once your package reaches the warehouse, please, allow 3 to 7 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued, and you will receive a confirmation email.
For further information on the conditions for exercising your right to return, please, see the Legal Area.

I lost my return label. How can I get a new one?

If you have lost the pre-paid return label, please, contact us.

Can I use my own return service?

You can certainly use a different courier than the one that delivered the package. Please, send the return to the following address: Aja Dynasty, Thahity Chwok, Gumbahal
Keep in mind that if you do not use our return label, Aja Dynasty Online Store is not responsible for any theft or loss during transport; therefore, we suggest you choose a trackable shipping service. If you use your own return method, no return fee will be deducted from your refund.

I decided to keep my order, but have already completed the Return Form. What should I do?

We are glad you have decided to keep your purchase. Don’t worry, you don’t have to do anything and there is no need to contact us.

Can I combine returns from different orders?

Sure, you can use the same box and pre-paid label. A return fee will only be deducted on the DHL Return Label used for shipping. You can find more information about our return procedures on the Return Policy page.

Where is my return?

You can check the status of your return at any time on the Follow your Return page.

How do I make an exchange?

If you wish to change the size and/or color of an item that you purchased, you can do so at no additional cost within 15 days of delivery date.
Fill out the Return Form, choose the “Exchange” option and select a replacement size and/or color from those available. We will then hold the item for you and as soon as we receive your return, we will ship it to the address from your original order.
You will receive a Shipping Confirmation email when the package has been dispatched.
You can exchange the size and/or color of an item one time only, but you can always return it by following the instructions in our Return Policy.

How do I receive a refund?

We usually accept returns within 3 business days of their arrival at our warehouse. During peak times, it could take up to 7 business days. Once your return has been accepted, we will immediately request reimbursement and send you a confirmation email.
The time needed to process your refund may vary based on the payment method used:
• Credit Card: Our bank will reimburse you within 7 business days of the Return Acceptance Confirmation email. The time it takes to restore the credit back to your account depends on the Credit Card Issuer.
• PayPal: You will see the refund in your PayPal account within 24 hours of the Return Confirmation email.
• Cash on Delivery: Your refund will be issued through wire transfer to a bank account that should be indicated in the Return Form. You will see the refund in your account within 10 business days of the Return Confirmation email. Applicable only for customers from Nepal.

I want to return a gift. How does the refund work in this case?

If the order was paid with PayPal or a credit card, the amount will be refunded to the account from which the payment was made. For security reasons, we are not authorized to refund a different account.

How to complete the return/exchange form?

You can request to return or exchange items within 15 days from the date you received your parcel.

Before you return your item, make sure that the items are in the same condition you received them, with the identification tag and seal still attached.

For more information, consult our Returns and Refunds section.

We reserve the right to refuse late returns or items that are not in the same condition you received them.


How to follow my return?

Insert your Return Number in the space below and we will show you the status of your return.


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What is the cost of shipping?

Standard Shipping
Delivery in 4-6 business days
€ 12 

Express Shipping
Delivery in 2-3 business days
€ 26,50 

Cash on Delivery Supplement
€ 5,50 

Next Day Shipping
Delivery guaranteed next business day
€ 30 

Where is my order?

You can check the status of your order and track its delivery at any time. Enter the Order Number that you received via email in the Follow your Order page. If you are a registered user, you can find all information related to the order in your My Account page.
Don’t have an account yet? Register now to enjoy exclusive services.

Where do you ship my order from?

Our warehouse in Kathmandu, Nepal will prepare your order and ship it to our distribution center.

Can I choose a delivery date/time?

We will write once our Order System is ready.

What should I do if my order hasn’t been delivered yet?

If your order has not been delivered within the estimated period, we suggest that you:
Check the order status: in the My Orders section for registered users; or by entering the Order Number from the confirmation email in the Track your Order page
Check that the address indicated for the delivery is correct
In the case of a missed delivery, please, contact X.
For further assistance, contact us, we will be happy to assist you.

What are shipping restrictions?

The delivery address of your order must match the country site in which you place your order. Orders made from a different country site than the delivery address will be automatically canceled. Please, select the correct country site for your order from the link in the corner of every page.
Our courier delivers from Monday to Friday during business hours and will make three delivery attempts. After the third failed attempt, your order will be returned to our warehouse. Please, note that once you have placed an order, it is no longer possible to modify your shipping address.
Our warehouse is closed for these Holidays … Please, plan accordingly as orders will not be shipped out on these dates. All orders are processed automatically and we are unable to expedite or delay shipping times.

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How to order?

From the item page, select the desired color and size of the product
Add the product to your Shopping Bag
Once you have finished shopping, click the “Proceed to Checkout” button in your Shopping Bag
Enter your email and your shipping address
Select a shipping and a payment method
Check that the information you entered is correct and click “Purchase Now”
If you are paying with a credit card, before completing your purchase, you may be asked for a secondary authentication in order for your payment to be authorized. In this case, you will need to insert a one-time password, an SMS code, or another authentication method, in accordance with the established procedures of the credit card provider.
You will receive a confirmation email shortly thereafter with the details of your order. From this moment on, our warehouse will take care of everything and as soon as the order ships, we will notify you with another confirmation email.

Where is product information?

On each product page, you will find all available sizes and colors, a description and the composition of the item. Click on the product image to zoom in and see all of the details.

Where can I search for a particular item?

To easily browse our catalog, select a category from the navigation menu or browse our selections on the homepage. To find something more specific, use our filters or the website search option.

How do Promotional Codes work?

The Promotional Codes of Aja Dynasty Online Store give you access to exclusive offers. To receive Promotional Codes, subscribe to our Newsletter.
To take advantage of a promotion, enter the code in the appropriate field at checkout and click “Apply”. Only one Promotional Code can be used for each order.
If the code doesn’t work, please verify the dates of the promotion and which products and categories it can be applied to from the newsletter.

What is a pre-order and how does it work?

A pre-order is the reservation of an item that is not yet available for sale, but soon will be available. An estimated delivery date is indicated for each pre-order item within the product page.
Mixed orders consisting of currently available and pre-order items: the products will be dispatched at two different times, but you will be charged only once for the shipping fees
Order consisting of pre-order items with different delivery dates: the products will be shipped together on the latest estimated delivery date.
You will receive a confirmation email as soon as the package is shipped. The purchase of pre-order items can be made with Credit Card only. Once you complete your order, we will ask your bank to verify the provided details; the validity of your credit card could be confirmed through a payment authorization of 10 DKK for Danish orders, 10 SEK for Swedish orders and 1 Euro for all other countries. This authorization is not a charge: Aja Dynasty Online Store will charge your card only once the package is being shipped.

Can I shop from my Mobile device?

As you wish, you can navigate the mobile-optimized version of our website.

Can I change my order and add other products or remove them?

Unfortunately, no. Each order is processed automatically and once it has been confirmed, it is not possible to modify the details. To purchase additional items, you must place a new order. To return any items, please, refer to our Return Policy.

Can I cancel my order?

We are sorry, but once an order has been confirmed, it is processed automatically and cannot be canceled. The package can be returned as indicated in our Return Policy.

More than 24 hours have passed and I still haven't received an Order Confirmation email. What should I do?

Check your spam folder and make sure that info@ajadynasty.com is in the safe senders list of your email account. This will prevent the anti-spam filter from blocking future communications.
If this doesn’t work, please contact us as there may be errors with the email address you registered with.

Why have items that I added to my Bag disappeared?

Until an order is concluded, items added to your Bag remain available on the website and can therefore be purchased by other customers. If this should happen before you complete your order, you will receive a notification that the items are no longer available.

What is my order’s status?

Order being prepared: The order has been confirmed and we have already sent a confirmation email with the Order Number.
Order has shipped: As soon as the order is shipped from our warehouse, we will send you a confirmation email with the Tracking Number to track the delivery.
It is possible to check the order status at any time by entering the Order Number in the Follow your Order page: Registered users can also find all information related to their orders in the My Account area.

Why do I have technical problems?

Our website is best viewed with the latest versions of the major browsers. Make sure that you have installed the most updated versions of the browsers that you most frequently use.
If you experience navigation problems, we suggest that you:
Eliminate any Cookies and Temporary Files from your computer.
Check that Javascript is enabled.
If the problem persists, please, contact us with the following details:
Your operating system (Windows Vista, Mac OS X, etc.)
Internet browser and version (Internet Explorer 9, Firefox, Safari, …)
The URL that you were trying to access (for example, www.ajadynasty.com)

How to follow my order?

Enter your Order Number in the space below to see the list of items you have ordered and information on their delivery status.
If you have just concluded your order, the details will be available in a few minutes.

How do I know the right size?

The size shown on the item’s label is indicated on every Product Page and converted into your country’s corresponding size. To search for the size that interests you, please, use our Size Chart which should help you find the right fit with an indicated value, from XXS to XXXL, which we use to group all different sizes together in one system.
Find the right size for you with the help of our tables:
Woman: Clothing – Underwear & Beachwear – Shoes – Accessories
Man: Clothing – Shoes – Accessories
Kids: Clothing – Shoes – Accessories

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Got more questions?

Get in touch

Our customer service team is here to help find the right cleanses for you, and to support you throughout your cleansing journey. You can call, WhatsApp or email us.


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