Question 1

How does AYO work?

Accepted Answer

AYO gives you a receiving address and a customer code. Have your purchases delivered to this address, or drop off your parcel at one of our agencies. We identify, prepare and then ship your parcel by air or sea, with tracking at every step.

Question 2

How do I get my AYO address?

Accepted Answer

Create an account, complete your profile and verify your identity. Your AYO address will be assigned within minutes.

Question 3

Can I track without creating an account?

Accepted Answer

Yes, you can track your parcel with the AYO code provided, no account needed.

Question 4

What's the difference between air and sea freight?

Accepted Answer

Air freight is faster (typically 4 days) but more expensive. Sea freight takes 25-40 days but is more economical.

Question 5

What are the lead times?

Accepted Answer

For air freight, expect 4 to 8 days depending on the destination and customs formalities. For sea freight, expect 25 to 45 days, including consolidated departure.

Question 6

What items can I ship?

Accepted Answer

Most personal belongings and non-dangerous goods. Items prohibited from transport (flammables, explosives, narcotics, protected species) are excluded. If in doubt, contact our team before shipping.

Question 7

How is the price calculated?

Accepted Answer

For air freight, the price is calculated per kilo based on the route. For sea freight, it's calculated per m³ based on your parcel's volume. Any additional services chosen are added on top. The simulator gives you an instant estimate.

Question 8

Is volumetric weight taken into account?

Accepted Answer

For air freight, yes: we compare the actual weight and the volumetric weight (length × width × height ÷ divisor) and charge whichever is higher. For sea freight, it's your parcel's actual volume (in m³) that determines the price.

Question 9

Where do I drop off my parcel?

Accepted Answer

At one of our agencies or receiving points listed on the Receiving Addresses page. You can also have your online purchases delivered directly to your AYO address.

Question 10

How do I know if my parcel has arrived?

Accepted Answer

You receive a notification at every key step, and the status is visible in real time from the tracking page or your customer account.

Question 11

What should I do if my parcel is delayed?

Accepted Answer

The status changes to "Delayed" along with a reason. Our support team can give you details and a new estimated date via the Contact page or your customer account.

Question 12

How do I edit my profile?

Accepted Answer

Go to your customer account, Profile section. You can update your contact details and country of residence there.

Question 13

How do I recover my password?

Accepted Answer

From the login page, click "Forgot password" and enter your email. You'll receive a reset link.

Question 14

How do I get my AYO address in France?

Accepted Answer

1. Create an account on www.ayo.local
2. Verify your identity (photo ID)
3. Choose a city of residence
4. Accept the terms
5. Your AYO address will be assigned instantly

Question 15

Why do I need to include an identifier in the address line?

Accepted Answer

The identifier lets us easily match your parcels among everything we receive. Without it, we couldn't guarantee delivery to the right customer.

Question 16

What's the difference between air and sea transport?

Accepted Answer

Air transport: 4-day lead time, ideal for urgent shipments, higher rate. Sea transport: 25-40 day lead time, lower rate, ideal for large volumes.

Question 17

What services does AYO offer today?

Accepted Answer

AYO offers international parcel transport (air and sea) and real-time tracking.

Question 18

Do I need an account to track my parcel?

Accepted Answer

No, you can track anonymously with the AYO code. An account is optional for extra features like history.

Question 19

How am I kept informed of progress?

Accepted Answer

You receive SMS and email notifications at every major step of the journey. You can also view the full history on your dashboard.

Question 20

Can I pay directly on the platform?

Accepted Answer

Yes, we accept credit cards (Visa, Mastercard), SEPA transfers, and digital wallets. Secure payment via Stripe.

Question 21

How does the price simulator work?

Accepted Answer

Enter your route, weight and dimensions, then choose the transport mode. The simulator calculates a price estimate based on current rates.

Question 22

Is the displayed price final?

Accepted Answer

No, the simulator price is an estimate. The final rate will be confirmed when the shipment is created, after weighing and inspecting the dimensions.

Question 23

What happens if there's a weight or volume discrepancy?

Accepted Answer

If the actual weight (air) or actual volume (sea) exceeds your estimate, a surcharge will be applied based on the rate on the drop-off date. If the discrepancy is in your favor, no refund is possible.

Question 24

Are there items prohibited from shipping?

Accepted Answer

Yes, certain items are prohibited: explosives, hazardous materials, counterfeit goods, etc. Check our full list before shipping.

Question 25

What happens if my parcel isn't picked up?

Accepted Answer

If you don't pick up your parcel within the allotted time (usually 30 days), it will be returned to the sender or stored at a daily rate.

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