FAQ
Everything you need to know about ordering, delivery, returns and payment at Aveline London. If your question is not answered here, our team is happy to help.
Shipping & Delivery
How much does delivery cost?
Delivery is free on every order within the United Kingdom, with no minimum spend. The price you see at checkout is the price you pay, with no additional charges on delivery.
Where do you deliver?
We currently deliver to addresses within the United Kingdom, including England, Scotland, Wales and Northern Ireland. Full details are in our Shipping Policy.
How long will my order take to arrive?
Orders are prepared for dispatch within 1-2 business days (Monday to Friday). Delivery then usually takes 3-10 business days, so most orders arrive within 4-12 business days (Monday to Friday) of being placed.
What is your order cut-off time?
Orders placed before 2:00 PM (GMT) are processed the same business day. Orders placed after that are processed on the next business day, which can add one business day to delivery.
Do I have to pay customs or import charges?
No. All orders are delivered to UK addresses with no customs, import or handling charges payable by you on delivery.
Order Tracking
How do I track my order?
As soon as your order is dispatched we send a confirmation email with your tracking number and a link to follow your parcel. You can also use our Track Your Order page at any time.
When will I receive my tracking number?
Tracking details are emailed within 24 to 72 hours of your order being placed, once the parcel has left our warehouse.
My tracking has not updated. What should I do?
Tracking can take 1-2 business days (Monday to Friday) to show its first movement after dispatch. If nothing has changed after several business days, contact us at support@aveline-london.com and we will look into it with the carrier.
Returns & Refunds
What is your returns policy?
You may return any item within 30 days of delivery, provided it is unworn, unused and still has its original tags and packaging. This sits alongside your statutory right to cancel, explained below.
What is the 14-day cancellation right?
Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving it, without giving a reason. Our 30-day returns window is offered in addition to this statutory right.
How do I start a return?
Contact us first at support@aveline-london.com or on +447723445972 with your order number. We will reply within one business day with a returns authorisation and the correct returns address. Items sent back without prior approval cannot be processed.
Who pays for return postage?
For a change of mind or a size exchange, return postage is paid by you. If an item arrives damaged, faulty or incorrect, we cover the return postage in full.
How long do refunds take?
Once we receive and inspect your return we email to confirm approval, and the refund is issued to your original payment method within 10 business days. Your bank may take a little longer to display it.
What if my item arrives damaged or incorrect?
Please contact us within 7 days of delivery at support@aveline-london.com with your order number and photographs where relevant. We will arrange a replacement, an exchange or a full refund, including any return postage.
Orders & Payment
What payment methods do you accept?
We accept all major debit and credit cards along with the digital wallets shown at checkout. The full list is on our Payment Policy page.
Is my payment information secure?
Yes. Payments are processed over an encrypted connection by our PCI-DSS compliant payment providers. We never see or store your full card details. See our Payment Policy for detail.
Are prices inclusive of VAT?
All prices are shown in pounds sterling (GBP) and include VAT where applicable. The total at checkout is the final amount payable.
Can I change or cancel my order?
Contact us within 24 hours of placing your order at support@aveline-london.com. If it has not yet entered processing we will amend or cancel it. After dispatch you can use our standard returns process instead.
Products & Sizing
How do I choose the right size?
Each product page includes a size guide with measurements for that specific item. Our pieces are designed to a true-to-size fit; if you are between sizes we generally suggest sizing up for a relaxed drape.
Are the product colours accurate?
We photograph our pieces to represent their colours as faithfully as possible, though screens vary. If a shade is not what you expected, it is covered by our 30-day returns window.
How should I care for my pieces?
Care instructions are printed on the garment label and listed on each product page. As a rule, washing cooler and drying flat will keep fabric and colour looking their best for far longer.
Company details
Store name: Aveline London
Legal name: WinkelManagement
Company number: 42129377
VAT number: NL005522073B45
Company address: Lisdoddelaan 30, 1087 KA, Amsterdam, Holland
Warehouse Address: 514 Chester Rd, Woodford, Stockport SK7 1PS, UK
E-mail: support@aveline-london.com
Phone number: +447723445972
Customer Service Hours:
Monday to Friday: 9:00 AM – 5:00 PM (GMT)
We aim to respond within 24 hours.