Refund policy

Returns & Refunds

At Avelia Living, we want every customer to feel confident when shopping with us. If anything isn’t right, we’ll make it right. Below you’ll find clear details on how returns and refunds work.

1. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or different from what you ordered, please contact us within 10 days of delivery.
We’ll take care of everything — including return shipping — and offer either a replacement or a full refund.

2. Missing Orders

If your parcel hasn’t arrived, simply reach out to us.
We’ll investigate with the courier, and if the order is lost or cannot be located, we’ll send a replacement or issue a full refund.

3. Cancelling an Order

Before shipping: You may cancel your order at any time before it is dispatched.
After shipping: Once your order is on its way, it can still be returned under our standard return policy.

4. Changed Your Mind?

No problem — we accept returns within 30 days of delivery if:

  • The item is unused and in its original condition
  • It is returned in the original packaging

Please note:

  • Return shipping costs are your responsibility
  • Original shipping fees are non-refundable

5. No Exchanges

We do not offer direct exchanges.
If you need a different item, simply return your order and place a new one.

6. Refund Timelines

  • Returns must be initiated within 30 days of receiving your item
  • Once your return is received and inspected, refunds are processed within 10 business days
  • Refunds are issued to the original payment method

7. Return Shipping

  • Change of mind: You arrange and pay for return shipping
  • Damaged, faulty, or incorrect item: We will provide a pre-paid return label

8. What Cannot Be Returned?

For hygiene and safety reasons, the following items cannot be returned unless damaged:

  • Personalized or custom-made items
  • Clearance or final sale items
  • Bedding, pillows, or similar items that have been opened

9. Your Rights

This policy does not affect your statutory rights under the consumer protection laws applicable in your country of purchase.

Still Have Questions?

You can reach us anytime at info@avelia-living.com

CONTACT DETAILS

Company Name: Avelia Living (Part of WOUT LLP)
Address: 87 Guild Road, London SE7 8HW, United Kingdom
E-mail: info@avelia-living.com
Phone: +442080982379
Tax Number: 5161687202

Customer Service Hours:
Monday – Friday: 08:00 AM – 18:00 PM (GMT+1)
Saturday – Sunday: 09:00 AM – 16:00 PM (GMT+1)

We aim to reply to all emails within 24–48 hours.