FAQ's

What is the cost of delivery?

FREE delivery is available within the UK or Republic of Ireland. Please be aware that orders made to customers outside of the UK and Republic of Ireland are liable to pay for their own shipping costs.

Can I change my order?

We can only make changes to orders that do not increase the value of the initial price. You are advised to let us know of this change within 30 minutes of placing the order, but please be quick! Once your order is within the dispatch process, we are unable to make any changes. Please also take stock quantity into consideration.

Can I cancel my order?

Unfortunately, we are unable to cancel any order once the payment has been processed. If you would like to make changes, this may be available subject to availability of stock and prior to dispatch of the order. If you require additional item, you are required to place a new order. If you place an additional order within the same day as the first order, do contact us with your order number(s), we will do our best to ensure all orders are dispatched together.

Payments and Security

Payments are authorised via Shopify payments and PayPal. Through this we are able to securely accept credit and debit card payments without storing or capturing any valuable information  you may provide.

We employ security measures to protect your information from access by unauthorised persons and against unlawful processing, accidental loss, destruction, and damage. Unfortunately, the transmission of information via the Internet or wireless network is not completely secure. Although we do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our website; any transmission is at your own risk.

The item(s) I want is out of stock, what can I do?

Please sign up to our newsletter to keep up to date with our re-stock news, and make sure to keep checking back on our website.

How do I find out the fit of the products?

Please view our size guide for size guidance.

Why does my promotional code not work?

Please make sure you are entering the correct code prior to the expiry date.

What is your returns policy?

Items must be returned within 14 days of receipt for a refund. Please DO NOT return any orders after 14 days, unless advised to do so by one of our customer services agents.

To be eligible for a return, your item must be unused and in the same condition that you received it in. It must be in its original packing with labels attached and in a suitable condition for us to resell the product. For example, we cannot accept returns that smell of smoke or are covered in pet hair, have marks on them or fluff. Any items returned washed/damaged/clearly used/with tags removed will NOT be accepted, and your refund will be refused. This returns policy applies to all of our customers worldwide. There is a fixed returns fee, for further details please check our returns centre.

Please note: All special offer orders and sale items are non-refundable and cannot be returned, however a store credit can be issued. 

If for some unfortunate reason, you receive an item that is faulty, please contact our customer service team on support@avoirlondon.com and we will be able to assist you further and advise on how to proceed with the return. You have 14 days from receipt of the faulty item to return it to us for a refund or exchange.

I returned my order; how long will my refund take?

Please allow up to 14 days for your refund to reach you.

Can I return an item I have purchased with a discount code or in sale?

Items purchased with a discount code or during a sale period are eligible for store credit only. Store credit will be issued via the email corresponding to your order. If a refund has been requested, we will automatically issue a store credit code.

Who do I contact for any issues?

Please contact us via the contact page, on our social media platforms, or email us on support@avoirlondon.com.