Returns & refunds

You may return an unworn piece within 28 days of receiving it. That is our own policy, offered on top of your statutory rights — it does not replace them, and nothing on this page limits the 14-day right to cancel you have under UK law.

The window

28 days from the day the parcel is delivered. Post the return within that window; we go by the date on the postal receipt, not the date it reaches us.

Condition we can accept

• Unworn and unwashed, with all tags still attached.
• Free of make-up, deodorant, fake tan, perfume and smoke.
• Complete — a belt returned with its buckle, a bag with its detachable strap and any dust bag it came in.
• Jewellery and ear cuffs in the packaging they arrived in. For hygiene reasons we can only accept ear cuffs that have not been worn.

Trying something on indoors is fine and expected — that is what the window is for. Wearing it out is not. If a returned piece comes back worn, marked or incomplete we will contact you, and we may deduct an amount that reflects the loss in value or send it back to you.

How to return something

1. Email support@aivelo.shop with your order number and the SKU of each piece you are returning. The SKU is printed on the product page and on your order confirmation.
2. We reply within one working day with the return address and a return reference. Please do not send anything back before you have that reference — a parcel that arrives without one can take a long time to match to an order.
3. Pack the pieces with their tags on, write the return reference on the outside of the parcel, and send it by a tracked service.
4. Keep the postal receipt and the tracking number until your refund lands.

Who pays the postage

• Change of mind — you pay the return postage. We do not issue prepaid labels.
• Wrong item sent, or a manufacturing fault — we pay. Send us the postage receipt and we refund it with the order.
• We recommend a tracked service in all cases. Until a parcel reaches us it is your responsibility, and we cannot refund a return we never received.

Refunds — what and when

We refund the price you paid for the returned goods to the original payment method. We cannot refund to a different card or account.

Timing: we process the refund within 14 days of the returned goods reaching us, and normally within 3 working days. After we process it, your bank or payment provider usually takes a further 3 to 10 working days to show it. We will email you the moment the refund is sent.

Outbound delivery charges: on a full order return under your statutory right to cancel, we refund the standard outbound delivery charge as well — see the right to cancel page for exactly how that works. On a partial return, or a return made under our own 28-day policy after the statutory window has closed, the outbound delivery charge is not refunded.

Exchanges

We do not run an exchange process, because we do not hold stock ourselves and we cannot reserve a piece while a parcel is in transit. Return the piece for a refund and place a new order for the size you want. If the size you need has sold out in the meantime, email us and we will tell you honestly whether it is coming back.

Faulty or incorrect goods

Your statutory rights under the Consumer Rights Act 2015 apply in full and are not limited by anything on this page. In short:

• Within 30 days of delivery you have a short-term right to reject faulty goods and get a full refund.
• After 30 days and up to six months, you are entitled to a repair or replacement; if that is not possible or fails, a refund.

Email support@aivelo.shop with your order number and a photograph of the fault. We will not ask you to pay return postage on a faulty item, and we will not ask you to send it back before we have looked at the photograph.

If you are not happy with the outcome

Email support@aivelo.shop and put Complaint in the subject line. We acknowledge every complaint within one working day and give a substantive answer within five working days. If we have got something wrong we will say so and fix it.

If we cannot resolve it between us, you keep every other route open to you: raising a dispute or chargeback with your card issuer or payment provider, contacting Citizens Advice for guidance on your consumer rights, or taking the matter to court. We would rather sort it out directly, but we will not stand in the way of any of that.

We answer every chargeback and payment dispute with the order record, the dispatch and tracking evidence and the correspondence. If the claim is right, we accept it.