Refund policy
Return, Exchange & Refund Policy
Last updated: September 30, 2026
Size exchanges
We accept eligible size-exchange requests within 3 calendar days of delivery.
Email support@shopavenor.com with your order number, the item purchased and your requested replacement size.
Items must be unworn, unwashed and unaltered, with their original tags attached. Trying an item on indoors to check its fit is fine.
Please wait for approval and return instructions before sending anything back. Replacement sizes are subject to availability. We inspect returned items before completing an exchange or issuing store credit.
Exchange shipping
For ordinary size exchanges, the buyer pays both:
- Return shipping to AVENOR.
- Shipping of the replacement item to the buyer.
We will confirm the replacement shipping charge before proceeding. Free shipping on the original order does not cover exchange shipping.
We recommend tracked return shipping and keeping proof of postage.
If your replacement size is unavailable
If you request an eligible size exchange and your requested replacement size is unavailable, you may return the item for store credit after approval, receipt and inspection.
These ordinary exchange returns are not refunded to your original payment method, unless applicable law requires otherwise.
Store credit reflects the amount actually paid for the returned item after discounts. For bundle purchases, it reflects the discounted amount allocated to that item in your order, not its standalone retail price.
Original shipping charges and buyer-paid return shipping are not included in store credit for ordinary exchanges, unless applicable law requires otherwise.
Other returns
We do not accept ordinary change-of-mind returns for a refund.
Our voluntary return options are approved size exchanges or store credit when an eligible replacement size is unavailable. This does not limit remedies for faulty, damaged, incorrect or misdescribed items, approved cancellations, or rights required by law.
Damaged, defective or incorrect items
Inspect your order when it arrives. If an item is damaged, defective or incorrect, email support@shopavenor.com as soon as possible, preferably within 3 calendar days of delivery.
Include your order number, a description of the issue and clear photos of the item and packaging where available.
For a verified problem, we will provide an appropriate replacement, refund or other remedy consistent with applicable law. AVENOR covers necessary return and replacement shipping for verified faulty or incorrect items.
The three-day reporting request does not limit your legal rights.
Delivered but not received
Check your delivery address, tracking details and any delivery photo. Look around your mailbox and safe places, and ask your household or neighbours.
If you still cannot find your package, contact support@shopavenor.com 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.
This reporting request does not limit your legal rights.
Order cancellations
Email us as soon as possible if you need to cancel an order. Cancellation is not guaranteed once processing or fulfilment has begun.
Approved cancellations are refunded to the original payment method. This does not restrict cancellation rights required by law.
EU and UK cancellation rights
Where statutory cancellation rights apply, customers in the European Union and United Kingdom may cancel an eligible online purchase by notifying us within 14 days of receiving the goods, without giving a reason.
After notifying us, return the goods within a further 14 days. Email support@shopavenor.com with your order number and a clear statement that you wish to cancel.
You may inspect and try on clothing as you would in a shop. A deduction may apply for loss in value caused by handling beyond what is necessary to inspect the item.
You pay the direct cost of returning an unwanted item unless we agree otherwise or applicable law requires otherwise. AVENOR covers necessary return costs for verified faulty or incorrect items.
For cancellation of an entire eligible order, we refund the items and any original standard delivery charge. Additional charges for upgraded delivery are not refundable unless required by law.
Refunds follow applicable statutory deadlines. Where permitted, reimbursement may be withheld until we receive the goods or evidence of return. These statutory refunds are not replaced with store credit without your agreement.
Refund method
Where a refund is approved or required by law, it is issued to the original payment method. Your bank or payment provider may take additional time to display it.
Your legal rights
Nothing in this policy excludes or limits mandatory consumer rights.
Our three-day voluntary exchange window, buyer-paid exchange shipping and store-credit terms do not override those rights.
Contact
AVENOR
Email: support@shopavenor.com
Website: shopavenor.com