FAQ
ISSUES & ORDER CHANGES
Find out what you can do if there are issues with your order or if you need to make a change.
Did you not receive the confirmation email?
First, check your spam or junk folder, as confirmation emails sometimes end up there. If you don’t find the email there, contact our support team. We’ll be happy to help you.
Can I change or cancel my order?
You may request changes or cancellation of your order within 2 hours of placing it by contact us with your order number.
After this period, processing may already have started and we cannot guarantee modifications or cancellation.
If your order has already been shipped, cancellation is no longer possible. In that case, you may exercise your right of withdrawal in accordance with our Return Policy after receiving your order.
I received the wrong item, the wrong size, something is missing, or the item is damaged - what should I do?
We apologize for the inconvenience! Please contact our customer service team send us a photo of the issue by email.
We will take care of a replacement or refund as quickly as possible, and we will cover the return shipping costs in these cases.
I haven’t received my order yet. What can I do?
If your order is taking longer than expected, please check your tracking link first to see the latest status. International shipments may experience delays due to customs processing or carrier handling.
If the tracking shows that your package is still in transit, under customs review, or delayed, we kindly ask for your patience. We cannot file a lost-package claim or issue a refund while the shipment is still moving through the carrier network.
If your tracking has shown no updates for more than 7 business days, please contact our customer service team so we can investigate the issue with the carrier.
SHIPPING & TRACKING
All questions related to shipping and tracking.
How much are the shipping costs?
We offer free shipping on all orders.
Do you charge any import fees or customs duties?
We do not charge import duties or similar fees at checkout.
Which countries do you ship to?
We currently ship to the following countries:
- Spain
- United Kingdom
- Canada
Shipping to other countries is not available at this time. We are actively expanding our logistics network, and updates will be posted on our website as new regions become available.
Which shipping carriers do you use?
We ship using trusted carriers such as DHL, UPS, FedEx, DPD, or local postal services, depending on your location and the fastest available route at the time.
How long is your processing time?
Our processing time is 1–2 business days (Monday to Friday).
Order cut off time: 00:00 CET
In most cases: order today, and it will be processed the next business day.
How long does shipping take?
Shipping typically takes 5–7 business days (Monday to Friday), depending on the destination.
Delivery times may vary due to carrier handling or customs processing.
What is the total estimated delivery time?
The total estimated delivery time is 6–9 business days (Monday to Friday).
Order cut off time: 00:00 CET
This includes processing time (1–2 business days) and shipping.
Delivery times may vary due to carrier handling or customs processing.
I haven’t received my order yet. What can I do?
If your order is taking longer than expected, please check your tracking link first to see the latest status. International shipments may experience delays due to customs processing or carrier handling.
If the tracking shows that your package is still in transit, under customs review, or delayed, we kindly ask for your patience. We cannot file a lost-package claim or issue a refund while the shipment is still moving through the carrier network.
If your tracking has shown no updates for more than 5 business days, please contact our customer service team so we can investigate the issue with the carrier.
Do you ship on public holidays?
Yes, but delivery times may be longer on public holidays. In such cases, we will inform you in advance on the product page.
How can I track my order?
We will keep you updated about the status of your order by email.
You can also easily track your order here.
Where can I find my tracking number?
You will receive your tracking number by email once your order has been processed (1–2 business days).
What happens if there is a problem with the shipping?
If there is a problem with the shipping of your order, please contact our customer service team with your order number and tracking information. We will open an investigation with the carrier to locate your shipment.
Carrier investigations may take 7 business days. A refund or replacement can only be issued if the carrier confirms that the package is lost or undeliverable.
What if there is a problem with the delivery?
If there is a problem with your delivery for example if you did not receive your package, a product is missing or damaged, or you received the wrong item. Please contact us as soon as possible.
If your package is marked as “Delivered” by the carrier but you have not received it, please first check with neighbors or your local delivery office. Once a package is marked as delivered by the carrier, the order is considered fulfilled. If you believe your package was not properly delivered, please contact our customer service team so we can investigate the matter with the carrier.
If the carrier was unable to deliver the package, or if it was not collected from a pickup point in time, the shipment may be returned to the sender. In such cases, reshipping fees may apply.
Why is my order taking longer than expected?
International shipments may take longer than expected due to customs processing, high shipping volumes, or carrier delays. These factors are outside our control and can extend the delivery time.
Please check your tracking link for the latest updates. As long as the shipment is still moving through the carrier network, we kindly ask for your patience.
RETURNS & REFUNDS
Learn more about our return and refund policies.
What are the return conditions?
You can return your product within 30 days of delivery for any reason.
Returned items must be in unworn condition beyond what is necessary to assess the product and must be returned in their original packaging, including all tags and accessories.
How does the return process work?
Please register your return within 30 days of receiving your order by providing your order number along with a brief explanation of the reason for the return. Please send your request to contact@avenorwear.com. Our team will review your request and reply promptly with detailed return instructions.
Returns should be shipped using a trackable shipping method, as we are unable to process a refund if the return shipment cannot be verified as successfully delivered to the designated return address.
Who covers the return shipping costs?
For regular returns, the customer is responsible for the direct cost of return shipping.
For defective, damaged, or incorrectly delivered items, Avenor covers all return shipping costs.
The customer is responsible for the return shipment until it has been delivered to the designated return address.
Any customs duties, import taxes, or handling fees charged during the return shipment are the responsibility of the customer. If a return shipment is held or delayed due to unpaid customs fees, processing of the return may be delayed until the shipment has been successfully delivered.
Return shipping costs are non-refundable unless otherwise required by applicable consumer protection laws.
Can I exchange my order for a different size, color, or product?
We currently do not offer direct exchanges.
If you would like a different size, color, or product, Please send your request to contact@avenorwear.com. Our team will review your request and reply promptly with detailed return instructions.
I received the wrong item, the wrong size, something is missing, or the item is damaged — what should I do?
If you received the wrong item, the wrong size, something is missing, or your item arrived damaged, please contact us as soon as possible and include photos of the issue.
Defective, damaged, or incorrectly delivered items qualify for a free return and an appropriate solution in accordance with our Refund Policy.
How long does it take to receive my refund?
Once we receive and inspect your return, your refund will be processed within 5 business days.
Depending on your payment provider, it may take up to 10 business days for the amount to appear in your account.
Refunds are issued to the original payment method. The refunded amount covers the product price. Original standard shipping costs will be refunded where required under applicable consumer protection laws.
Which products are excluded from returns?
For hygiene and safety reasons, certain products cannot be returned. These items are clearly marked as non-returnable in the product description.
PAYMENTS
Everything you need to know about paying for your order.
Which payment methods do you accept?
We accept American Express (AMEX), Apple Pay, Google Pay, Maestro, Mastercard, and Visa. All payments are processed securely through certified and regulated payment providers.
In which currency can I pay?
All prices on our website are displayed in the currency corresponding to your selected shipping destination (EUR, GBP, or CAD).
The final payment will be processed in the same currency shown at checkout.
Is my payment secure?
Yes. All payments are processed securely using SSL encryption.
We do not store your full payment details. Sensitive payment information is processed exclusively by certified and regulated payment providers that comply with the PCI DSS standard.
How do I receive my invoice?
After a successful payment, you will automatically receive an order confirmation and an invoice by email.
What happens if fraud is suspected?
If we detect suspected fraud, unauthorized activity, or misuse of payment methods, we may temporarily place the order on hold, request additional verification, or cancel the order where legally permitted.
Orders are processed only after the payment provider has fully approved the transaction.
OTHER QUESTIONS & CONTACT
Everything you can do if you still need help.
How can I contact you?
You can reach our customer service team by email at contact@avenorwear.com, through our contact form, or via the contact details at the bottom of this page.
When is your customer service available?
Customer service hours:
Monday to Saturday : 09:00–20:00 CET/CEST
We usually respond to inquiries within 24 hours.
What are your contact details?
Company name: Avenor
Company Registration Number: 86252216
VAT: NL004215602B41
Address:
Fruitweg 24H, Unit 20B
2321 GK Leiden
South Holland, The Netherlands
Email: contact@avenorwear.com
Phone: +31 71 205 1002
Customer service hours:
Monday to Saturday : 09:00–20:00 CET/CEST
Average response time: within 24 hours
CONTACT
Company name: Avenor
Company Registration Number: 86252216
VAT: NL004215602B41
Address:
Fruitweg 24H, Unit 20B
2321 GK Leiden
South Holland, The Netherlands
Email: contact@avenorwear.com
Phone: +31 71 205 1002
Customer service hours:
Monday to Saturday : 09:00–20:00 CET/CEST
Average response time: within 24 hours