Terms & conditions

These terms govern your use of this website and any order you place through it. Please read them before ordering. By placing an order you accept them.

1. Who you are contracting with

This website is operated under the trading name AIVELO at aivelo.shop. All customer contact goes to support@aivelo.shop, which is monitored on working days and answered within one working day.

References to “we”, “us” and “our” are references to AIVELO. References to “you” are references to the person placing the order.

2. Who can order

You must be at least 18 and legally able to enter into a contract. We sell adult womenswear and accessories only. See legal and export restrictions for the destinations we cannot serve.

3. How a contract is formed

Adding something to your bag or completing checkout is an offer to buy, not a concluded contract. A contract is formed only when we send you a dispatch confirmation email. The order confirmation you receive immediately after paying acknowledges that we have your order; it is not acceptance of it.

We may decline an order, in whole or in part, if the piece is unavailable, if we have made a pricing or description error, if we cannot lawfully supply your destination, or if we cannot verify your payment or delivery details. If we decline after taking payment we refund that part of the order in full.

4. The products

Each product page states the shape, the fibre composition, the closure, the measurements and the size range of that piece. Fibre percentages are given only where they are confirmed.

Colour on a screen is not colour in a room: the tone you see depends on your display and on the light you are standing in, and a reasonable variation between the photograph and the piece is not a fault. Measurements are given with a normal manufacturing tolerance of approximately 1 cm.

Jewellery and metal hardware are plated alloy described by finish only — “gold-tone”, “silver-tone”. They are not gold or silver, and we make no statement about their metal content or their suitability for sensitive skin. Pieces described as faux leather (PU) are a polyurethane-coated textile, not animal leather. See materials and care.

We may change or discontinue a piece at any time. That does not affect an order already accepted.

5. Prices and payment

All prices are shown and charged in pounds sterling (GBP £). The price on the product page is the price charged; delivery is added and shown at checkout before you pay. The total you pay is the total shown on the checkout page — there are no charges added afterwards.

Prices may change, but never for an order already accepted. If a piece is listed at an obviously wrong price we are not obliged to supply it at that price: we will contact you and you may confirm at the correct price or cancel for a full refund.

Import duty, import VAT and carrier handling fees raised by your own country are payable by you and are not included in our prices. See delivery.

Payment is taken in full at the time you place the order, by a regulated third-party payment provider. See payment and security for how card data is handled.

6. Delivery and risk

Delivery windows, costs and destinations are on the delivery page and are estimates given by our carriers, not guarantees. Orders are fulfilled and dispatched by our supply partners, and a parcel may be sent from outside the United Kingdom.

Risk in the goods passes to you on delivery. Ownership passes to you when we have received payment in full.

If delivery is delayed by an event outside our reasonable control we will tell you as soon as we can and do what we reasonably can to reduce the delay. If the delay is substantial you may cancel for a full refund of anything undelivered.

7. Cancellation and returns

You have a statutory 14-day right to cancel a distance sale, set out in full with the model cancellation form on the right to cancel page. Separately, we offer our own 28-day returns policy, set out on the returns and refunds page. Our policy is additional to your statutory rights and does not limit them.

8. Faulty goods

Nothing in these terms excludes or limits your rights under the Consumer Rights Act 2015, which requires goods to be of satisfactory quality, fit for purpose and as described. The short-term right to reject within 30 days, and your rights to repair, replacement or refund after that, apply in full. The process is on the returns page.

9. Your account

You may order as a guest or create an account. If you create one, keep your password confidential and tell us immediately if you think someone else has used it. You are responsible for activity under your account until you tell us otherwise. We may suspend an account we reasonably believe is being used fraudulently.

10. Using this website

You may use this site to browse and to place orders for personal use. You may not scrape it, resell its content, copy its photography or text, attempt to interfere with its operation, or use it in any unlawful way. All content on this site, including its photography, copy, layout, code and the AIVELO name, belongs to us or is used with permission.

We aim to keep the site available but we do not guarantee uninterrupted access, and we may suspend it for maintenance.

11. Our liability

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill.

We do not exclude or limit our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for breach of your statutory rights in relation to the goods.

We are not liable for loss or damage that was not foreseeable, for loss caused by an event outside our reasonable control, or for business loss — this site sells to consumers, and we have no liability for loss of profit, business, contracts or commercial opportunity.

12. Personal data

We handle your personal data as described in our privacy policy and use cookies as described in our cookie policy.

13. Complaints

Email support@aivelo.shop with Complaint in the subject. We acknowledge within one working day and answer substantively within five. If we cannot resolve it, you remain free to raise a dispute with your payment provider, seek advice from Citizens Advice, or take the matter to court.

14. Changes to these terms

We may change these terms. The version that applies to your order is the version published when you placed it, and the date it was last changed is shown at the top of this page.

15. Governing law

These terms and any dispute arising from them are governed by the law of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction. If you live in Scotland or Northern Ireland you may also bring proceedings in your own courts. Nothing in this clause removes protection given to you by the mandatory law of your own country of residence.