Refund policy

We want you to be completely happy with your order from Aveline London. This Return and Refund Policy explains how returns, refunds, exchanges and cancellations work, and sits alongside your statutory rights. If you have any questions please contact us at [EMAIL TO BE ADDED] or through our Contact page before starting a return.

Your statutory right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order within 14 days of receiving it, without giving any reason. To exercise this right, inform us of your decision by a clear statement sent to [EMAIL TO BE ADDED] before the 14-day period expires. You then have a further 14 days to return the goods to us.

Our 30-day returns window

In addition to your statutory rights, we offer an extended returns window: you may request a return within 30 days of the delivery date. To be eligible, your item must be in new, unused and unworn condition, with its original tags attached and in its original packaging, and you must be able to provide your order number or proof of purchase.

Items returned worn, washed, damaged by the customer, or missing tags or packaging may not be accepted or may qualify for a partial refund only.

How to request a return

All returns must be approved before you send anything back. To start a return, contact us by email at [EMAIL TO BE ADDED] or by phone on [PHONE NUMBER TO BE ADDED]. Please include your order number and the item or items you would like to return. We will reply within one business day with a returns authorisation and the correct returns address. Items sent back without prior approval, or to an address not supplied by our team, cannot be processed or refunded.

Return postage costs

For returns due to a change of mind or a sizing exchange, you are responsible for the cost of return postage. For items that arrive damaged, faulty or incorrect, Aveline London covers the cost of return postage in full. We recommend using a tracked service, as we cannot be responsible for items lost in transit back to us.

Restocking fees

We do not charge any restocking fees.

Damaged, faulty or incorrect items

Please inspect your order as soon as it arrives. If your item is damaged or faulty, you received the wrong item, or part of your order is missing, contact us within 7 days of delivery at [EMAIL TO BE ADDED] with your order number and clear photographs where relevant. We will investigate and offer a suitable resolution, which may be a replacement, an exchange or a full refund, including any return postage costs in these cases. This does not affect your rights under the Consumer Rights Act 2015.

Exchanges

The quickest way to get the size or item you want is to return the original for a refund once approved, and place a new order for the replacement. This makes sure the piece you want is reserved for you rather than waiting on stock.

Cancelling an order

If you need to cancel an order, contact us as soon as possible at [EMAIL TO BE ADDED]. We can cancel and fully refund an order provided it has not yet entered processing or left our warehouse. Once an order has been dispatched it cannot be cancelled, and you may instead use the returns process above once it arrives.

Refund method and timeline

Once we receive and inspect your returned item we will email to confirm whether your refund has been approved. Approved refunds are issued to your original payment method within 10 business days. Please note that your bank or card issuer may take additional time to post the refund to your account. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at [EMAIL TO BE ADDED].

Non-returnable items

For health and hygiene reasons, pierced jewellery and intimate items cannot be returned once the hygiene seal has been broken. Gift cards and items clearly marked as final sale are also non-returnable. If you are unsure whether an item qualifies, please contact us before purchasing.

Where this policy applies

This Return and Refund Policy applies to orders delivered within the United Kingdom, which is the only region we currently serve.

Contact us

Our team is happy to help with any return or refund question. Email [EMAIL TO BE ADDED], call [PHONE NUMBER TO BE ADDED], or use our Contact page. For delivery timeframes see our Shipping Policy.

Company details

Store name: Aveline London
Legal name: WinkelManagement
Company number: [COMPANY NUMBER TO BE ADDED]
VAT number: [VAT NUMBER TO BE ADDED]
Company address: [COMPANY ADDRESS TO BE ADDED]
Warehouse Address: [WAREHOUSE ADDRESS TO BE ADDED]
E-mail: [EMAIL TO BE ADDED]
Phone number: [PHONE NUMBER TO BE ADDED]
Customer Service Hours:
Monday to Friday: 9:00 AM – 5:00 PM (GMT)
We aim to respond within 24 hours.