NEED HELP?
Here is our FAQ
Order
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 & Delivery
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).
Packages may occasionally be lost by carriers. Carrier deadlines require the Customer to report the loss within 10 days of receiving the shipping notice from Ava Be .
Under these conditions, Ava Be will take care of making the necessary claims with the carrier concerned. Once the claim and investigation have been made, it may take 3 to 4 weeks to receive a response from the carrier.
A single period of 7 days will be applied to collect packages from Relay Points and/or lockers.
Your package will be delivered to you against proof of identity.
If you do not collect your package, the package 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 concerned and the response time can be up to 1 month. If you do not hear from us after 1 month, you will be refunded.
Return and Refund
You have 14 days to make a return following delivery of your package.
Please visit our returns page .
Simply follow the steps on our returns page .
We do not do exchanges.
If you wish to exchange an item, you must return your original order for a refund or credit and place a new order.
Your refund will be made following quality control by our dedicated returns team.
You will receive an email as soon as the refund is made. It will be effective on your account within 5 working days following receipt of 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.
Payment and discounts
We use the payment processor Shopify payment, one of the world market leaders. With them, all your data is 100% secure.
Customer Service & Newsletter
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.
Simply click the "Notify me when back in stock" button on the item page and you will automatically receive a message when the product is back in stock.
Simply click on the “unsubscribe” button at the bottom of one of our newsletter emails.