Frequently Asked Questions

Orders

How can I place an order?

Simply browse our collections, select the item, choose your preferred size and colour, and click Add to Cart. Proceed to checkout and follow the instructions to complete your purchase.

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible at info@aveloya.com.

We will do our best to accommodate your request if your order has not yet been processed or dispatched. Once an order has been dispatched, changes or cancellations may no longer be possible.

Your statutory consumer rights remain unaffected.

Will I receive an order confirmation?

Yes. After successfully completing your purchase, you will receive an order confirmation by email.

If you do not receive it, please check your spam or junk folder. If you still cannot find it, contact us at info@aveloya.com.

Shipping

Where do you ship?

We ship to customers in the United Kingdom, United States, Canada, Europe, Australia, New Zealand, and many other destinations worldwide.

Available shipping options and costs will be displayed at checkout based on your delivery address.

How long will my order take to arrive?

Orders are typically processed within 5–7 business days.

Estimated delivery times after dispatch are:

• United Kingdom: 3–7 business days

• United States & Canada: 5–12 business days

• Europe: 5–12 business days

• Australia & New Zealand: 7–15 business days

• Rest of the World: 7–20 business days

Delivery times are estimates and may vary depending on the destination, carrier, customs processing, weather, and other circumstances outside our reasonable control.

How much does shipping cost?

Shipping costs are calculated at checkout based on your delivery address and the shipping method available for your order.

We may also offer free-shipping promotions from time to time. Any applicable promotion will be clearly displayed on our website or at checkout.

How can I track my order?

When your order has been dispatched, you will receive a shipping confirmation email with tracking information where available.

Please allow approximately 24–72 hours for tracking information to become active after dispatch.

What if my order is delayed?

If your order has not arrived within the estimated delivery period, please contact us at info@aveloya.com.

We will review the tracking information and assist you where appropriate.

Returns & Refunds

What is your return policy?

We offer a 30-day return period from the date you receive your order.

To be eligible for a return, items should generally be:

• Unworn and unused

• In their original condition

• With original tags attached

• In the original packaging where applicable

• Accompanied by proof of purchase

Please contact us before sending any item back.

How do I return an item?

Please contact us at info@aveloya.com before returning your order.

We will provide the appropriate return instructions and return address.

Please do not send an item to an address without first contacting us, as an unauthorised return may not be accepted.

Who pays for return shipping?

Unless the item is defective, damaged, incorrect, or applicable law requires otherwise, customers are generally responsible for the direct cost of returning an item.

For full details, please see our Refund & Returns Policy.

When will I receive my refund?

Once your return has been received and approved, your refund will generally be issued to the original payment method.

We aim to process approved refunds within 10 business days, subject to applicable consumer law and payment-provider processing times.

Can I exchange an item?

We do not currently offer direct exchanges.

If you need a different size or colour, you can return the original item where eligible and place a new order for the item you want.

Products & Sizes

How do I choose the right size?

Please check the size chart available on the product page before placing your order.

If you are between sizes or need help choosing a size, please contact us at info@aveloya.com.

Are the colours shown on the website accurate?

We make every effort to display product colours as accurately as possible.

However, colours may appear slightly different depending on your screen, monitor settings, lighting, and device.

What should I do if I receive the wrong or a damaged item?

Please contact us as soon as possible at info@aveloya.com and include your order number and photographs of the item and packaging.

We will review the issue and help arrange an appropriate solution in accordance with our Refund & Returns Policy and applicable consumer law.

Payment

What payment methods do you accept?

Available payment methods are displayed at checkout.

Payment options may vary depending on your location, device, and other checkout conditions.

Is my payment information secure?

Payments are processed through Shopify's secure checkout and/or third-party payment providers.

Aveloya does not normally receive or store your full payment card details.

International Orders

Do you ship internationally?

Yes. Aveloya ships internationally to many destinations.

Available destinations and shipping options are displayed at checkout.

Will I have to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, VAT, handling charges, or other fees imposed by the destination country.

Unless otherwise stated at checkout, these charges are generally the responsibility of the customer.

Customs procedures may also cause delivery delays.

Contact Us

How can I contact Aveloya?

If you have any questions about your order, products, shipping, returns, or anything else, please contact us:

Aveloya
Ilford, IG1 1BH
United Kingdom

Email: info@aveloya.com
Phone: +44 7473 977028

We will be happy to assist you.