Refund policy
Your happiness with every order matters to us. If something isn't right, here's exactly how returns and refunds work.
Return window
You have 30 working days (Monday to Friday) from the date of delivery to request a return. Items must be unworn, undamaged, with tags attached, and returned in their original packaging.
Your statutory right to cancel
Independently of the 30-working-day window above, UK law gives you the right to cancel your order within 14 days of receiving your goods, for any reason. You then have a further 14 days to send the item(s) back. To use this right, email us at support@aveline.com with your order number, or use the cancellation form at the bottom of this page. This legal right runs alongside - and is not limited by - our extended return window.
Starting a return
Email support@aveline.com with your order number and the item(s) you'd like to return. We'll confirm by email within 24 hours and provide the return address. Please wait for this confirmation before posting anything back, so we can process it correctly.
Who pays for return shipping
- Changed your mind? Return postage is at your own cost.
- Item arrived faulty, damaged, or wrong? We cover return shipping in full - you'll never pay to send back our mistake.
We recommend a tracked shipping service, as we can't take responsibility for parcels lost on the way back to us.
Condition of returned items
Feel free to try an item on as you would in a shop. If it comes back worn, washed, damaged, or shows signs of use beyond that, we may reduce the refund or decline the return.
What we can't accept
For hygiene reasons, we can't accept items that have been worn or washed, or returned without original tags and packaging. Underwear and pierced jewellery are non-returnable once any hygiene seal is broken.
Faulty, damaged, or incorrect items
Please check your order as soon as it arrives. If anything is faulty, damaged, or not what you ordered, email support@aveline.com within 14 days of delivery with your order number and a photo. We'll arrange a free return and, your choice, a replacement or full refund including delivery costs. Your rights under the Consumer Rights Act 2015, including the right to reject faulty goods, are unaffected by this policy.
Exchanges
Need a different size or colour? Email support@aveline.com and we'll sort an exchange, subject to stock.
Refunds
Once we've received and checked your return, we'll process your refund within 7 working days, and no later than 14 days after receipt. Refunds go back to your original payment method; your bank may take a few extra days to show the funds.
Changing or cancelling before dispatch
Need to cancel or amend an order? Contact us within 2 hours of placing it - after that it may already be in processing and we may not be able to change it. This doesn't affect your statutory cancellation right above.
Company Details
Company Name: Aveline & Co.
Registration Number: 42117711
VAT Number: [to be added]
Business Address: Debussystraat 176, 2625BH, Delft, Netherlands
Email: support@aveline.com
Phone: [to be added]
Monday - Friday: 9:00 AM - 5:00 PM GMT
Saturday - Sunday: 10:00 AM - 4:00 PM GMT
Average response time: within 24 hours