Frequently Asked Questions
1. Shipping Information
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Do you ship internationally?
No, currently Auviene ships only to addresses within the UK
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What are the shipping costs and delivery times?
In Auviene, we provide Free Shipping to all orders. And orders are processed within 1 to 3 business days, followed by a shipping period of 3 to 8 business days. Therefore, you can expect your order to arrive within 4 to 11 business days from the date of purchase.
2. Order Management
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Can I cancel my order?
Yes, you can request a cancellation within 24 hours of placing your order. After this window, the order enters processing, and cancellations are no longer possible. If your order has already been processed or shipped, please refer to our Return and Refund Policy for further assistance.
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How can I track my order?
Once your order is shipped, you'll receive a confirmation email with a tracking number. You can use this number to monitor your shipment's progress through our tracking portal.
3. Returns and Refunds
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What is your return policy?
Auviene accepts returns within 30 days of delivery. To qualify for a refund:
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Items must be untorn/unworn in their original condition, and include all packaging.
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Initiate the return process by contacting our customer support at support@auviene.com.
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No Restocking Fees: We do not charge any restocking fees on returned items. Customers will receive a full refund for the product, excluding any shipping costs, provided that the return meets our conditions.
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For Defective/Damaged items: In this case, Auviene will cover the return shipping costs. Please provide clear photos of the damaged or defective item before initiating the return process.
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Return Shipping Costs: Customers are responsible for the cost of returning items if the return is caused by a change of mind. We do not provide prepaid return labels, it is customer's responsibility to get them, and the return shipping must be arranged and paid for by them also. In case of defective or wrong items we will send a pre-paid label and cover your return costs.
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Which products are non-returnable?
Items must be untorn/unworn in their original condition, and include all packaging.
Items must be free from signs of wear, damage, or alterations. Any return that does not meet these criteria may be refused or subject to partial refunds at our discretion.
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4. Payment and Billing
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What payment methods do you accept?
We accept payments through Shopify Payments, which includes options such as Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay and Shop Pay.
5. Customer Support
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How can I contact Auviene?
For any inquiries or assistance, you can reach out to our customer support team via:
Phone number: +44 7447 315544
Email Address: support@auviene.com
Support Availability Hours : Monday through Sunday, 9:30 AM to 5:00 PM (GMT).
Response Time: Our customer service team responds within 24-48 hours.
6. Additional Information
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What happens if my order doesn't arrive?
If your order hasn't arrived within the estimated delivery timeframe, please contact our customer support team. We will investigate the issue with the carrier and provide a suitable resolution, which may include a replacement or refund.
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Do you offer exchanges?
No, we do not offer exchanges, however, the best solution for this is to request a refund and return for your order, then proceed to make a new order. For more information, please visit our policy.
We hope this FAQ section addresses your questions. If you need further assistance, don't hesitate to reach out to us.
Should you have any inquiries, please contact us using the information provided below:
Company name: SASHIONE LTD
Store Name: Auviene
Address: 70 Cambridge Road, Southampton, Hampshire, SO14 6US, United Kingdom
Email Address: support@auviene.com
Contact: Contact Form
Phone number: +44 7447 315544
Company number: 15406369
Support Availability Hours: Monday through Sunday, 9:30 AM to 5:00 PM (GMT).
Response Time: Our customer service team responds within 24-48 hours.