Merchandise Refund & Exchange Policy
This policy applies to official Avolites merchandise items purchased through the online shop only. It does not apply to any other purchase.
How do I return an item?
We are happy to offer a refund or exchange on any product purchased, provided it is returned in perfect condition (unwashed and unworn) together with a valid receipt within 28 days of purchase.
Please send returns to: Online Returns, Avolites, 184 Park Ave, London NW10 7XL.
Returned items must be unworn and unwashed, in their original condition, and be accompanied by a copy of your original invoice.
Do I need to pay to return my item?
Unfortunately we cannot offer free returns. We are not responsible for items that are lost in the post, so we recommend you use a postal service which insures you for the value of the package.
How do I exchange items?
We know how disappointing it is when something turns up and it’s not quite right; so to arrange an exchange please post the item back to for a direct exchange for a new size.
Unfortunately we cannot accept exchanges between different product types.
We will happily offer free postage back to you for one exchange, however the cost of postage for multiple exchanges of the same order, cannot be covered by Avolites. Please address exchanges to: Online Exchanges, Avolites, 184 Park Ave, London NW10 7XL.
Have you received my returned goods?
We recommend that you return your item using a registered service so you can track your parcel. If it’s reached us, then we’ll get onto it as soon as possible but it can take up to 10 working days to process. If you’ve chosen a non-registered service, you can refer to the shipping time guidelines provided by the postal service you’re using.
As soon as your refund has been processed we’ll send you an email, or if you’ve requested an exchange, an email once the replacement item is on its way to you.
Help, I’ve lost my return slip!
Please print off your order confirmation email, include your address and daytime telephone number and return the item as normal, stating whether you’d like a return or an exchange. We’ll contact you if we need to clarify anything.
My return was processed but I wasn’t refunded my delivery charge?
We refund the full amount of your item but unfortunately not the delivery charge.
What if I have received a faulty item?
This isn’t what we like to hear at all, we’re really sorry. Please call us on 020 8965 8522 and we shall resolve this as soon as possible.
How do I return faulty goods?
Firstly, apologies that you may have received a faulty item.
If you believe that the item you have purchased from us may be faulty, please post it back to us with your proof of purchase: Online Returns, Avolites, 184 Park Ave, London NW10 7XL.
Please ensure that you include a covering letter outlining the fault, as well as all your contact details. Once received, our team will inspect your item/s to determine the nature of the fault and you will be contacted shortly after. As with our standard returns policy, please allow up to 10 working days for us to inspect and process your returned item/s.
Please note that if your item is over 6 months old, it is no longer covered by our Faulty Goods policy. This is in line with Trading Standards guidelines which stipulate that any fault in garments that are over 6 months old (from date of purchase) is considered to be wear and tear rather than a fault with the item.
Return postage costs will be reimbursed, but only if a genuine item fault is identified. Imperfections caused by unsuitable item wear /use or intentional damage are exempt from the above.
If we still can’t resolve any issue, which we would always endeavour to do then any dispute is subject to the laws of England and Wales, and any sale is deemed to take place under these laws.
What if I have received an incorrect item in my order?
We can’t bear making mistakes, but very occasionally it might happen. Please call us on 020 8965 8522 and we’ll work with you to resolve this as soon as possible.
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