We advise you to read through our policies and terms and conditions before purchasing an item. By using and purchasing anything from our website you are accepting our policies and terms and conditions.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
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. Please also ensure that all complimentary items are included in the return package along with your order number. If any complimentary items are missing, or damaged, their value will be deducted from the original refund amount. A final inspection will be done to ensure all items are in their original condition before processing your returns. Returns that do not meet our policy will not be accepted and will be returned to you.
To start a return, you can contact us at returns@avonaparis.com.
If your return is accepted, we’ll send you instructions on how to send your item back to our warehouse in Spain. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
In the event of any unforeseen incidents during shipping, such as damage, loss, or returns from customs, we guarantee to replace your order at no additional cost to you. However, we regret to inform you that we cannot assume responsibility if, due to an incorrect address provided by the customer, delivery is unsuccessful. Similarly, if the recipient is not available to receive the package, and it is subsequently left in a postal box or safe place where it may be stolen, we cannot be held liable.
Exceptions apply if the package arrives visibly damaged, as we receive immediate photo evidence from the delivery personnel for each delivery to process such claims. In such cases, if the item inside is also damaged, we will promptly replace it for you.
Additionally, please inspect your order upon reception and contact us immediately if you receive an item that doesn’t match your order, so that we can evaluate the issue and correct it.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), sale items, gift cards.
Please note that all orders placed during sale periods or promotional events are considered final. Our refund policy is applicable only to full-price items.
Cancellation
We understand that sometimes plans change, and you may need to cancel an order. We allow cancellations within 24 hours of placing your order. To request a cancellation, please contact our customer service team with your order details within the 24-hour window.
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. Please note that the return shipping fee is the responsibility of the customer. For more details, please see the “How to Return Products” section below.
Refused packages
We work with 3 fulfillment centers/warehouses and shipping agents worldwide to guarantee fast and reliable delivery based on the order’s destination and stock availability. As a result, the sender address on your package corresponds to the shipping agent or fulfillment center/warehouse that processed your order. Please note that this is NOT our return address.
If you decide to return your order, it is important that you contact us first so we can provide you with the correct return instructions and address. Refusing to accept a package upon delivery or not collecting it from a drop-point does not guarantee it will be returned to us. If the package is not delivered back to our main warehouse in Spain, we unfortunately cannot process a refund.
If you’ve changed your mind about your purchase or you’re unsatisfied with your bag for any reason, simply reach out to us, and we’ll gladly assist you with the return process to ensure everything goes smoothly.
How to Return Products
If you need to return products in accordance with this Policy, please contact us to find out how to send products back to us in our warehouse in Spain. We can’t accept used products.
To make doubly sure your refund gets to you ASAP, please always include your order confirmation number in the subject line and attach pictures of the products you wish to return.
Shipping costs are the responsibility of the customer and are non-refundable. We do not provide a return shipping label, so please make sure to arrange for the return shipment yourself. We recommend that you package the products securely and use a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit. Once the return has been shipped, kindly send us the tracking information so we can monitor the progress.
If you are located outside the European Union, please note that you will be responsible for any taxes, customs fees, or duties associated with returning the item to us in Spain (or in some cases in the UK). These fees are not covered by us, and we cannot be held liable for any charges incurred. We suggest checking with your local customs office for any potential fees before initiating a return.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@avonaparis.com.