Widerrufsrecht
Return and Refund Policy
At Avelisse, we want you to be able to review your order calmly. If you are not satisfied with an item or have an issue with your order, please contact our customer service team.
Contact:
support@avelissede.com
1. Return Period
You can request a return within 30 days after receiving your order.
Regardless of this, consumers in the European Union and the United Kingdom have the legal right to cancel an online purchase within 14 days after receiving the goods without giving any reason.
After notifying us of your cancellation, you have another 14 days to send the goods back to us.
2. Return Conditions
To process a return, the item should, where possible, be returned unworn, unused, clean, with tags and in its original packaging.
Please note: your legal right of withdrawal remains unaffected. If an item has been used beyond normal inspection and has lost value as a result, a reasonable deduction for loss of value may be considered where legally permitted.
Please include your order number or another proof of purchase with your return.
3. How to Request a Return
Please contact us before sending anything back:
Please do not return items without contacting us first. After your request, our customer service team will provide the return instructions and the correct return address.
4. Return Shipping Costs
Return shipping costs are paid by the customer if the return is made under the right of withdrawal or as a voluntary return.
If the item was damaged, faulty or incorrectly delivered, we will cover reasonable return shipping costs or offer another suitable solution.
5. Damaged, Faulty or Incorrect Items
Please check your order as soon as you receive it.
If an item is damaged, faulty or incorrectly delivered, please contact us as soon as possible at:
Please send us:
- Your order number
- A short description of the issue
- Photos or videos of the item and packaging, where possible
After reviewing the case, we will offer a replacement, refund or another appropriate solution depending on the situation.
6. Incorrect or Incomplete Delivery Address
Please make sure your delivery address is complete and correct when placing your order.
If an order cannot be delivered because the customer provided an incorrect or incomplete address, additional shipping costs may apply.
In these cases, we will check with you whether a new delivery is possible.
7. Refused or Uncollected Parcels
If a parcel is refused or not collected in time and is returned to the sender, please contact us.
In this case, we will check the shipment status and inform you about the next steps.
Possible additional shipping or return costs may be deducted from the refund amount, where legally permitted.
Your legal right of withdrawal remains unaffected.
8. Colour and Size Differences
Small colour differences may occur due to different screen displays. Minor measurement differences may occur depending on the cut, material or manual measurement.
This does not affect your legal right of withdrawal.
You may return the item within the applicable period even if the colour, fit or size does not meet your expectations.
9. Exchanges
A direct exchange is not always possible at the moment.
The fastest way to receive another item, colour or size is to return the item you received and place a new order through our online store.
10. Refunds
Once we have received and checked your return, we will inform you by email whether the refund has been approved.
Approved refunds will be processed through the original payment method.
If you use your legal right of withdrawal, the refund will be made no later than 14 days after we have received the returned goods or after you have provided proof that the goods were sent back.
Depending on your bank or payment provider, it may take a few additional days for the amount to appear in your account.
11. Delivery Delays
We work with shipping partners to deliver your order reliably.
In rare cases, delays may occur due to high order volume, customs processing, public holidays or logistical restrictions.
If your order is taking much longer than expected, please contact us at:
We will check the shipping status and help you further.
12. Cancellations
Orders can be cancelled as long as they have not yet been processed or shipped.
If your order has already been shipped, cancellation is no longer possible. However, after receiving the goods, you may request a return or use your legal right of withdrawal.
13. Exceptions
Some items may be excluded from the right of withdrawal where legally permitted, for example personalised items or sealed hygiene products where the seal has been removed after delivery.
For regular shoes and fashion items, this exception usually does not apply unless there is a legally recognised exception.
14. Contact
For questions about returns, refunds or your order, contact us at:
Avelisse – beautiful, practical and made for every day.