Frequently asked questions
How do I find my size?
Open Find my size on the jeans, tee or bundle product page to use our size guide. Select Size chart inside the guide to check garment measurements and compare them with a similar piece that fits you well. For the bundle, choose your jeans and tee sizes separately. Size suggestions are guidance, not a guarantee of fit.
How do I request a size exchange?
Contact us within 3 calendar days of delivery with your order number, item and requested size. Items must be unworn, unwashed and unaltered, with original tags attached. Trying them on indoors is fine. Please wait for approval and instructions before sending anything back. Exchanges depend on availability. The buyer pays return shipping and shipping for the replacement. If the requested size is unavailable, an approved return is eligible for store credit.
Do you accept returns or refunds?
We do not accept ordinary change-of-mind returns for a refund. Returns are accepted for approved size exchanges. If your requested size is unavailable for an eligible exchange, you can return the item for store credit after it is received and inspected. We do not refund these returns to your original payment method. Damaged or incorrect items, approved cancellations and any rights required by law remain covered by our policy.
What if my item arrives damaged or incorrect?
Inspect your order when it arrives and contact us as soon as possible, preferably within 3 calendar days of delivery. Include your order number and clear photos of the issue, item and packaging so we can review it and make it right. We cover necessary return or replacement shipping for a verified fault or incorrect item. This reporting request does not limit your legal rights.
Delivered, but I haven’t received my order?
Check the delivery address, tracking details and any delivery photo, then look around your mailbox and safe places and ask your household or neighbours. If you still cannot find the package, contact us as soon as possible and within 3 calendar days of the tracking status showing Delivered. Include your order number and tracking number so we can help investigate with the carrier.
How do I track my order?
Once your order is dispatched, use the tracking link in your shipping confirmation email to follow its progress. Check your spam folder if you cannot find the email. Tracking may not update until the carrier scans the package.
How do I care for my AVENOR pieces?
Follow the garment’s care label and the Fit & care instructions on its product page. Check the instructions for each piece separately when buying a bundle.
How do I contact AVENOR?
Email us for order support or sizing help. For an existing order, include your order number and the email used at checkout. For sizing questions, let us know the product, your usual size and your preferred fit.
For full conditions, please read our Return, Exchange & Refund Policy. Your statutory rights are not affected.