Refund policy
Refund policy:
We offer a 30-day money-back guarantee. Returns should be requested within 30 days of delivery and sent back promptly once approved.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Damaged, Incorrect, or Lost Items
If you receive an item that is damaged, incorrect, or lost in transit, please email us at support@avenelondon.com with photo or video evidence. We will offer a refund or send a replacement — no return of the item is required in these cases.
Change of Mind / Unwanted Items
If your item has arrived in good condition and you simply no longer want it, please email us at support@avenelondon.com before returning anything. Let us know your order number and the reason for the return, and we will review your situation and work with you to find the best solution, in line with the cooling-off rights described below.
To start any return, please contact us at support@avenelondon.com before sending any items back. This allows us to assist you quickly and ensure your return is processed smoothly. Items sent back to us without first requesting a return will not be accepted. We do not charge a restocking fee, this is for the benefit of the customer.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union and United Kingdom 14 day cooling off period
If the merchandise is shipped into the European Union or the United Kingdom, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification, in accordance with applicable consumer laws. Where this right applies, we will issue a full refund of the price paid in accordance with those laws.
Returning is possible
Please note the following conditions for a smooth return:
- Customers can return goods within 14 days of receiving the order. Unfortunately, we cannot guarantee acceptance of returns submitted after this period.
- The buyer is responsible for the return shipping method, including any customs clearance. Please do not use a delivery method that relies on recipient-side customs clearance, as our warehouse cannot receive packages sent this way.
Refund and Return Details
We'll notify you once we've received and inspected your return, and let you know if the refund has been approved. If approved, your refund will be issued to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved, please contact us at support@avenelondon.com.
Once your return request is approved, you will receive instructions to send the item to the following return address:
Recipient: Liu Changxing
Address: No.2 freight elevator on the west side of the 3rd floor, upstairs, Yuantong Express, No. 409, Suxi, Yiwu Town
Zip Code: 310000
Province: Zhejiang
Country: China
Returned items should be securely packaged to avoid damage during transit. Returns are handled in accordance with applicable consumer protection laws.
We're always happy to help with any return questions — just reach out at support@avenelondon.com.