Return & Refund Policy
Return & Refund Policy
At Avella, we want you to love your jewellery. If your order is not quite right, we offer a clear and fair return process.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.
To be eligible for a return, your item must be:
-
Unworn and unused
-
In the same condition as received
-
Returned with the original packaging
-
Returned with proof of purchase or your order number
For hygiene reasons, earrings and other pierced jewellery can only be returned if they are unused and in their original packaging.
Items sent back without first contacting us will not be accepted.
How to Start a Return
To request a return, please contact us at:
Please include your order number and the reason for your return.
Once your return request has been reviewed, we will send you the return instructions and the correct return address. Please do not send your order back to the sender address on the parcel, as this may not be the correct return location and could delay the process.
Customers are responsible for return shipping costs, unless the item received was defective, damaged, or incorrect.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives and contact us as soon as possible if your item is damaged, defective, or incorrect.
To help us resolve the issue quickly, please email us with your order number and clear photos of the item, packaging, and shipping label where relevant.
If your item arrived damaged, defective, or incorrect, we will offer an appropriate solution, such as a replacement, store credit, or refund.
Refunds
Once we have received and inspected your return, we will notify you by email whether your refund has been approved.
If approved, your refund will be processed to your original payment method. Please allow up to 10 business days for the refund to appear on your account, depending on your bank or payment provider.
Original shipping costs are non-refundable, unless your item arrived damaged, defective, or incorrect.
There are no restocking fees.
Exchanges
We do not offer direct exchanges at this time.
The fastest way to receive a different item is to return your original order and place a new order separately once your return has been approved.
Non-Returnable Items
The following items cannot be returned:
-
Personalised or custom-made jewellery
-
Gift cards
-
Items that have been worn, used, damaged, or altered after delivery
-
Items returned without original packaging
-
Earrings or pierced jewellery that have been opened, worn, or removed from their original packaging for hygiene reasons
This does not affect your legal rights if an item arrives damaged, defective, or incorrect.
Order Cancellations
Orders are processed quickly, so we cannot guarantee that an order can be cancelled or changed after it has been placed.
If you need to correct your shipping address or cancel your order, please contact us as soon as possible at:
If your order has already been processed or dispatched, it can no longer be cancelled. You may still request a return after receiving your order, in line with this policy.
Incorrect Address or Failed Delivery
Please make sure your shipping address is complete and accurate before placing your order.
Avella is not responsible for delivery issues caused by incorrect or incomplete address details, missing apartment numbers, refused deliveries, or failure to collect a parcel.
If a parcel is returned because of an incorrect address or failed delivery attempt, we will do our best to help arrange a reshipment. Additional shipping costs may apply.
Lost or Missing Parcels
If your tracking shows that your parcel has been delivered but you have not received it, please first check with your local postal service, neighbours, household members, or building reception.
Once a parcel is marked as delivered to the correct address by the carrier, Avella cannot be held responsible for parcels that are lost or stolen after delivery.
If your parcel appears to be lost in transit, please contact us and we will review the situation with the carrier where possible.
European Union 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days of receiving it, without giving a reason.
To use this right, your item must be returned unworn, unused, in its original packaging, and in the same condition as received.
Personalised items and hygiene-sensitive items may be excluded from this right where permitted by applicable law.
Questions
If you have any questions about returns or refunds, our customer support team will be happy to help.
You can contact us at: