RETURNS POLICY
RETURNS
In the unlikely event that you don’t love our products and want to return them to us, we offer refunds within 14 days of receipt, provided that they adhere to the stipulations mentioned in this policy.
However, Deposits, Bespoke Orders, Pre-Orders and Altered Orders, are all final and cancellations/refunds cannot be made.
To initiate a return, please contact us with your order number and reason for return.
Refunds are processed within 14 working days of when we receive your return. It may take a further 2-5 working days for these funds to reappear in your account.
STIPULATIONS FOR RETURNS:
Here at Aveil Collection, we hope our valued customers are always happy with their purchase. But we understand that our customers may need to return an item for whatever reason.
The customer is responsible for return shipping and we strongly advise a tracked and signed method of shipping for protection. Aveil Collection cannot be held responsible for lost or damaged parcels.
Returns can be costly for small businesses, and we appreciate your understanding of this. Therefore, we reserve the right to reject a return or deduct from a refund if the returned items do not adhere to the following:
- Items are in original and undamaged packaging.
- Items are free from signs of use, such as damage, marks, stains, and odors (including perfume). We strongly advise trying on the items without using any scents and in an environment free from strong odours.
If a return is rejected, we will notify you of the costs associated with returning the items to you. If these costs are not accepted, the ownership of the item will be relinquished.
DAMAGED/DEFECTIVE ITEMS
Please refer to our disclaimer before making a claim about defective items.
All our products are thoroughly quality-checked before dispatch; however, if you do receive defective items, please contact us with your order number, a detailed description of the issue, and supporting imagery/videos of the defect.
CANCELLATIONS
Cancellations can be made within 24 hours of making an order provided that your order has not already been dispatched within this time. Any later, a cancellation will not be accepted as the order may be under the process of dispatch or be dispatched already.
OUR PRODUCTS
We strive to describe our products as accurately as possible to avoid disappointment, including measurements, materials, and manufacturer-proposed colors. Please note that slight variations in color may occur due to individual monitor and brightness settings.
CARE
As our garments are delicate in nature it is important to read our care instructions carefully, which are located within the product descriptions. These instructions are product specific.
RETURNS
We accept returns and provide full refunds on all full-priced items (except bespoke and pre-order) given the return requirements stipulated in this Returns Policy are satisfied.
Refunds only constitute the price of the item(s) being returned, as shipping charges are always non-refundable.
If you are not happy with your item(s) purchased, please contact us at contact@aveil.co.uk within fourteen days of receiving, with your order number as well as the reason for your return. You must contact us first before sending back to the return address. Please note, any other form of contact to request a return will not be accepted, you must email us at the above email address only.
When sending the parcel we recommend you use a tracked service with confirmation of delivery as we will not be held responsible for any lost packages when returning your item(s) that we have not received.
A return will be accepted provided that the item(s) returned is unworn, unused, in original condition, inclusive of tags still attached, and in its original, undamaged packaging. Please note, Aveil Collection does not reimburse shipping costs. Any free items received, must also be returned.
Failure to return the item(s) in their original, undamaged packaging, or mishandling the product, could result in the return being rejected entirely, or a deduction from the refund.
Any defect which includes marks, stains, damage or distinct smells on the items which suggest they have been worn, will mean that a return is not accepted. Please note – we strongly advise trying on our garments without any perfume applied, if there is a strong perfume odour evident when returning, a return will be rejected despite tags attached.
In the case of items being returned to us in a non-returnable state, you have the option to relinquish ownership of the items, or have the item returned to you at your cost. The cost of return will be calculated by Aveil Collection.
Once we have received your items, please allow up to 14 working days for us to process and issue your refund. After your refund is issued, it may take a further 2-5 working days for your refund to be credited back and to appear in your account.
Returning item(s) may occasionally render an order, which originally qualified for promotional discounts such as free shipping, ineligible for these promotions. An example would be an order meeting a minimum spend condition, but after some item(s) of that order, the order amount no longer meets the minimum spend condition. In these instances, Aveil Collection reserves the right to deduct any promotional discount, including free shipping from refunds, when applying refund, and will notify the customer of any deductions.
OUR PRODUCTS
We aim to advertise our products to the closest of accuracy to avoid any disappointment from our customers. We do this by describing items thoroughly, by including measurements, material and manufacturers proposed colour. Please note, we cannot take responsibility for colour perception as colour may slightly differ from actuality due to individual monitor and brightness settings.
CARE
As our garments are delicate in nature it is important to read our care instructions carefully, which are located within the product descriptions. These instructions are product specific.
DAMAGED/DEFECTIVE ITEMS
It is important to read our disclaimer before making a claim about defective item(s).
All our products are thoroughly quality checked before dispatch, however if you do receive a defective item(s), you must notify us within 72 hours of receiving your item. Failure to contact us within this 72-hour window may result in Aveil Collection rejecting your defective item claim.
Claims should be sent to contact@aveil.co.uk with your order number, a detailed description of the issue, and at least one supporting image/video of the defect.
EXCHANGE
We do not offer exchanges and instruct customers to return their unwanted item(s) following the normal returns procedure and create a new order for their wanted item(s).
SALE/DISCOUNTED ITEMS
Any sale/discounted items are non-refundable.
BESPOKE & PRE-ORDER
Bespoke and Pre-Order items have a strict no-returns policy. For this reason we emphasise the importance of referring to our size guides or speaking to one of our team members for advice on what size to order should you be unsure.
CANCELLATIONS
Cancellations can be made within 24 hours of making an order provided that your order has not already been dispatched within this time. Any later, a cancellation will not be accepted as the order may be under the process of dispatch or be dispatched already.
For Bespoke and Pre-Order, all orders are final and cancellations cannot be made as these custom orders are sent directly to our manufacturers to process for production.