Returns & Refunds
Changed your mind? We want returns to be simple and straightforward.
If your purchase isn’t quite right, you can contact us to arrange a return. This page explains how returns work, the condition your item needs to be in, and when you can expect your refund.
14 Days
To change your mind
For most online purchases, you have the legal right to cancel your order within 14 days of receiving your goods without giving a reason.
If you decide to cancel your order, please contact us within this period so we can help you arrange the return.
How to Return Your Order
01 — Contact Us
Email us at help@avelinecarry.uk and include your order number and the item you wish to return.
02 — Return Details
We’ll confirm the return details and provide the information you need to send your item back.
03 — Send It Back
Please package the handbag securely and send it to the return address provided by our customer support team.
Please keep your proof of postage until your return has been processed.
04 — Refund
Once your return has been received and checked, we’ll process any refund due.
Return Conditions
For a change-of-mind return, please make sure the handbag is:
- Unused and in its original condition
- Free from marks, stains, odours or signs of wear
- Returned with original tags, where applicable
- Returned with original packaging and accessories, where applicable
You may handle an item as reasonably necessary to check its nature, characteristics and functioning. A deduction may apply where an item’s value has been reduced by handling beyond what would reasonably be allowed in a shop.
Faulty or Damaged Items
If your handbag arrives faulty, damaged or does not match its description, please contact us as soon as possible.
Email help@avelinecarry.uk with your order number, a description of the issue and photographs where possible.
We’ll review the problem and explain the appropriate next step.
Nothing in this policy affects your statutory rights under UK consumer law.
Refunds & Delivery
Refunds will normally be processed using the same payment method used for the original purchase.
Where you exercise your statutory cancellation right, we’ll refund the standard delivery charge paid for the original order. Any additional amount paid for a more expensive delivery option may not be refundable.
For eligible cancellations, refunds will be processed within the applicable legal timeframe once the returned goods or appropriate evidence of return has been received.
For change-of-mind returns, the direct cost of returning the item to us is normally your responsibility.
Exchanges
We don’t currently offer direct exchanges through our online returns process.
If you’d like a different bag, colour or style, you can return your original order where eligible and place a new order separately.
Need Help With a Return?
If you’re unsure whether your order is eligible for a return, get in touch.
Email
help@avelinecarry.uk
Phone
01798 823641
Customer Support
Monday–Friday
9:00am–5:00pm UK time
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