Contact

One mailbox, read by the people who run the shop: support@aivelo.shop. We answer every message within one working day — Monday to Friday, excluding UK public holidays.

What to include so we can answer in one reply

• About an order — your order number, and the SKU of the piece if it is about one item. Both are on your order confirmation and on the product page.
• About sizing — your bust, waist and hip measurements and the style you are looking at. We will tell you which size we would send.
• A return — your order number and the SKUs you want to return. We reply with the return address and a return reference. Please wait for the reference before posting anything.
• A fault — your order number and a photograph of the problem. We will not ask you to post it back before we have seen the photograph.
• A complaint — put Complaint in the subject. Acknowledged within one working day, answered substantively within five.

When we reply

Messages are answered on working days within one working day. A message sent on Saturday is answered on Monday. Around a UK public holiday, add a day.

What we cannot do by email

We will never ask you for a full card number, a PIN, an online banking login or a photograph of a card, and you should never send any of those to us or to anyone claiming to be us. If a message asks you for them, it is not from AIVELO — forward it to us and we will confirm.