We invite you first to check that our emails are not in your spam folder.

If you think you have entered an incorrect address, please email us at hello@ava-be.com and we will update your details.

You will find your order number in the confirmation of
order sent to your email address after your purchase.

You will also find your order number in the shipping confirmation you received after your order was sent.

Once your order is confirmed, we do not accept order cancellation. You still have the option of returning it to us.

For security reasons, no changes are possible on an order, after your payment is validated. The order information goes directly to the logistics team that manages the shipments, we have no possibility to modify your information.

We will not be able to make any changes to the delivery method once the order has been placed.

The time it takes to prepare your order varies depending on the day and time you place your order. It generally takes one day.

In the event of an exceptional period, it is possible that due to high demand for an item, we may take a few more days to ship your order. If your order is not shipped after 7 days, please contact us at this email address hello@ava-be.com

When you choose delivery to a relay point, you will need to select it after confirming your order so that it can be shipped.

Check that your postal code corresponds to the address of the relay point.

If you are unable to choose your relay point, we invite you to send us an e-mail to the following address: hello@ava-be.com

When your order is delivered to the carrier, a message indicating the package tracking number will be sent directly to your email address.

We apologize for this and ask you to send us the details in photos by email to hello@ava-be.com (mention your name and order number).

We are filming our order preparation and will open an investigation to verify if the problem comes from us.

We invite you to send us an email to the following address hello@ava-be.com

We will proceed to watch the video of your order preparation. This system is set up by the logistics centers in order to avoid disputes.

Shipping depends on the carrier you have chosen. We try to deliver to you within 2 to 5 days but there may be delays on certain orders which delay the deadlines.

Ava Be cannot be held responsible for delays in delivery due to errors or disruptions attributable to carriers (including in particular in the event of a total or partial strike, in particular of postal services and means of transport and/or communications).

It happens that parcels are lost by the carriers. The deadlines set by the carriers require the Customer to report the loss within 10 days following the receipt of the shipping notice from Ava Be.

Under these conditions, Ava Be takes charge of making the necessary claims with the carrier concerned. Once the claim and the opening of an inquiry have been made, a period of 3 to 4 weeks may pass before receiving a response from the carrier. If the parcel is declared "lost" or "damaged," then the shop commits to refunding the customer the full amount of the order in the form of a voucher.

A single period of 5 days will be applied to collect parcels at Relay Points and/or lockers.

Your parcel will be handed over upon presentation of an identity document.

If you do not collect your parcel, it may be lost.

First, check the tracking of your order using the tracking number provided by email (make sure to check on the correct carrier's website).

However, it is possible that delivery has been delayed or there is a problem with your package.

In this case, don't worry, just contact our customer service at hello@ava-be.com to let them know about the problem (don't forget to mention your order number).

We will do what is necessary to help you.

We have opened a dispute with the carrier involved, and the response time can take up to 1 month. If you have not heard back after 1 month, you will be refunded in the form of a voucher.

1) If the parcel is returned due to a carrier error (for example: loss, damage, or delivery mistake), the customer will be offered a free reshipment of the order. Cancellation or refund of the original order is not possible.

If the customer wishes to cancel the order, they must first receive the parcel via reshipment. Once the parcel is in their possession, they can then submit a return request.

2) If the parcel is returned due to an error or absence on the part of the customer (for example: parcel not collected at a pickup point, delivery refused, or incomplete/incorrect address), the order cannot under any circumstances be cancelled or refunded. A reshipment is still possible, provided that the customer pays the new shipping costs.

If the customer wishes to cancel the order, they must first receive the parcel via reshipment. Once the parcel is in their possession, they can then submit a return request.

For all orders outside the European Union, customs fees are determined by the authorities of the place of delivery of the order and are the responsibility of the customer.

We accept returns within 14 calendar days after receiving your package, provided that the items are new, unworn, with tags, and free of any scent, and sent back in their original packaging.

ℹ️ All return conditions are detailed here:

👉 View our return policy

It's simple!

👉 Visit our page dedicated to returns:

https://ava-be.com/pages/retours

You can choose between a refund or a voucher.

We do not offer exchanges.

➡️ You just need to make a return, then place a new order with the right size or another item.

Your refund will be processed after quality control by our team dedicated to returns within 14 days following receipt of the return.

You will receive an email as soon as the refund has been made. It will be credited to your account within 5 working days after receiving this email.

The transfer will be credited to the bank card you used to make the purchase or to your Paypal account if you paid with Paypal. It will be effective within 5 business days of receiving the refund confirmation email.

We use the payment processor Shopify payment, one of the world market leaders. With them, all your data is 100% secure.

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If you have any questions regarding your order, please email us at
hello@ava-be.com

Our customer service will respond to your request as soon as possible.

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