HOW MUCH DOES SHIPPING COST?
Shipping is free on all orders of any value within Mainland UK and Northern Ireland (Offshore Islands and Channel Islands). Unfortunately, we are currently unable to deliver to these regions.
DO YOU SHIP TO P.O. BOX ADDRESSES?
We do not offer shipping to P.O. boxes currently.
WHEN WILL MY ORDER BE PROCESSED?
Orders must be submitted and paid for before 13:00 pm during a business day to meet shipping criteria for processing on that same day. Orders placed after this time or on a weekend day or holiday will be processed the following business day.
HOW LONG DOES IT TAKE TO DELIVER MY ORDER?
Orders can take between 2-3 business days (excludes weekends and holidays) to deliver.
WHAT ARE THE STEPS INVOLVED IN THE PROCESSING AND SHIPPING OF AN ORDER?
The shipping process involves picking, packing, and getting the order ready for shipment. Once the order is picked up by the courier, it is considered ‘shipped’. The amount of additional time for delivery will depend on the courier’s schedule. Order processing time applies to all orders and may delay orders depending on order volume.
HOW CAN I TRACK MY ORDER?
Once an order ships, an email with tracking information will be sent to you automatically.
CAN I CANCEL OR MAKE CHANGES TO AN ORDER?
Normally, once an order is placed, we are unable to cancel your order or make any changes. However, if you would like to cancel an order, please contact our Customer Service as soon as possible. Please make sure all information is correct before placing your order.
WHAT DO I DO IF I DID NOT RECEIVE MY ORDER?
In the event you did not receive your order or if the tracking information states ‘delivered’ and you have not received the order, please contact Customer Service through the website to request assistance. We may request your assistance in the form of a statement in order to file a missing order claim on your behalf.
WHAT DO I DO IF MY ORDER ARRIVES DAMAGED?
Please contact Customer Service via the website to request assistance. Any item(s) that arrives damaged will need to be reported within ten days of delivery. We may request pictures in order to file a damage claim. Example: a picture of the box and/or damaged item(s).
WHAT DO I DO IF I AM MISSING AN ITEM/S FROM MY ORDER?
Please contact Customer Service to request assistance. Any item(s) that are missing will need to be reported within ten days of delivery.
I PURCHASED AVA PRODUCTS FROM A THIRD-PARTY SITE/STORE, CAN YOU STILL HELP ME?
If the item(s) were purchased within the last 30 days, we suggest referring to the site/store in which the item(s) was purchased as they are the ‘seller of record’.
IF I BOUGHT SOMETHING FROM THE AVA WEBSITE, CAN I RETURN IT AT A LOCAL STORE?
No, purchases from our online site and any physical stores are considered separate. Any item(s) purchased at a physical store will need to be addressed with that store directly.
WHAT COURIERS DO YOU USE FOR DELIVERY?
We reserve the right to use several couriers depending on our requirements. Once the item(s) are shipped you will be receiving a tracking number with the details of the relevant courier.
WHAT METHODS OF SHIPPING DO YOU OFFER?
We currently only have one shipping offer, which is 2-3 business days within Mainland UK. Should we get more options, we will update our Shipping and Returns FAQs page.
DO YOU SHIP INTERNATIONALLY?
We do not offer international shipping. If you are outside Mainland UK, please order through one of these locations:
AMAZON UK – Amazon.co.uk
AMAZON Germany – Amazon.de