FAQ

Welcome to AVELTHORNE & CO LTD.

Below you can find answers to frequently asked questions about our clothing products, ordering process, payments, shipping, returns, exchanges, refunds, and customer service.

1. What does AVELTHORNE & CO LTD sell?

AVELTHORNE & CO LTD specializes in clothing and related fashion products available through our online store.

Product availability, designs, colors, sizes, materials, and other product details may vary depending on the individual product.

2. How can I choose the right clothing size?

We recommend reviewing the sizing information and measurements provided on the relevant product page before placing an order.

Clothing fit can vary depending on the design, fabric, cut, body shape, and personal preference.

If you are unsure about a particular size, you may contact our customer service through the contact method provided on our online store before completing your purchase.

3. Are product colors exactly the same as shown in the images?

We make reasonable efforts to display product images and colors as accurately as possible.

However, the appearance of a color may vary depending on lighting conditions, photography, screen settings, display devices, and individual perception.

Minor differences in appearance do not necessarily indicate that the wrong product was supplied.

4. Can I check product details before ordering?

Yes. Customers should review the information available on the relevant product page before purchasing.

Depending on the product, information may include:

• Product description
• Available sizes
• Measurements
• Colors
• Materials
• Design details
• Product images
• Care information
• Availability
• Pricing

If you have questions about information that is not clear, you may contact customer service before placing your order.

5. How do I place an order?

To place an order, select the desired clothing product and any available options, add the product to your shopping cart, and proceed through the checkout process.

You should carefully review your order details, shipping information, and other applicable information before completing the purchase.

6. Can I change my order after placing it?

If you need to change an order, please contact us as soon as possible.

We will determine whether the requested change can still be made.

Once an order has entered processing, fulfillment, packaging, or shipment, changes may no longer be possible.

7. Can I cancel my order?

You may request cancellation as soon as possible after placing your order.

Cancellation cannot be guaranteed once an order has entered fulfillment or shipment.

If an order has already been dispatched, you may need to follow the applicable return procedure instead.

Any cancellation rights provided by applicable law remain unaffected.

8. Will I receive an order confirmation?

Where applicable, an order confirmation or other order-related communication may be provided after a successful purchase.

Customers should review the information carefully and contact us promptly if any important order information appears to be incorrect.

9. What payment methods are available?

Available payment methods may be displayed during checkout.

Payment processing may be handled by third-party payment providers.

The payment options available to you may depend on your location, device, transaction, and the payment services available at the time of purchase.

10. Is my payment information secure?

Payment information submitted during checkout may be processed by the applicable payment provider.

We take reasonable measures to protect information handled through our online store, but no online transmission or electronic storage system can be guaranteed to be completely secure.

Customers should never provide passwords, authentication codes, or complete payment card information through ordinary customer service communications.

11. When will my order be processed?

Orders are generally processed after successful placement and payment confirmation where applicable.

Processing may include reviewing the order, confirming product availability, preparing the products, packaging the order, and arranging shipment.

Processing times may vary depending on product availability, order volume, operational conditions, and other circumstances.

12. How long will delivery take?

Delivery times may vary depending on the destination, shipping method, order processing time, carrier operations, customs procedures, public holidays, weather, and other circumstances.

Any delivery timeframe displayed during the purchasing process should generally be considered an estimate unless expressly stated otherwise.

13. How much does shipping cost?

Shipping charges, if applicable, may depend on the destination, order details, selected shipping method, and other applicable factors.

Any applicable shipping charge should be displayed during the purchasing or checkout process before the order is completed.

14. Where do you ship?

Shipping availability may vary depending on the destination and the shipping options available during checkout.

The destinations available for a particular order will be determined by the shipping options presented during the purchasing process.

If shipping is unavailable to a particular destination, the order may not be available for delivery there.

15. Can I track my order?

Where shipment tracking is available, tracking information may be provided after the order has been dispatched.

Tracking updates may not appear immediately after shipment and may depend on the relevant delivery provider.

Customers should use the available tracking information to monitor shipment progress.

16. Why has my tracking information not updated?

Tracking information may take some time to become active or update.

A temporary lack of tracking updates may result from:

• Carrier processing
• Transportation between facilities
• Weekend or holiday schedules
• Local delivery conditions
• Customs processing
• Technical delays
• Other logistical circumstances

A lack of an immediate update does not necessarily mean that a package has been lost.

17. What if my package is delayed?

Delivery delays can occur for reasons outside our direct control.

Possible causes include:

• Carrier delays
• High shipping volumes
• Severe weather
• Public holidays
• Customs processing
• Transportation disruptions
• Address-related issues
• Local delivery conditions
• Other unforeseen circumstances

If tracking information is available, we recommend checking the latest shipment status.

18. What if my package is lost?

If a package appears to be lost, please contact us so that the shipment can be reviewed.

We may need information such as your order details and available tracking information to investigate the matter.

Where appropriate, we may work with the relevant delivery provider to determine the shipment status.

The available resolution will depend on the circumstances and applicable legal requirements.

19. What should I do if my package arrives damaged?

If your package or clothing appears damaged when delivered, please document the condition where possible and contact us promptly.

Photographs of the package and product may be requested to help investigate the issue.

Depending on the circumstances, an appropriate remedy may include a replacement, exchange, return, refund, or another applicable solution.

20. What if I receive the wrong item?

If you receive a product that does not correspond to your order, please contact us as soon as reasonably possible.

We may request photographs of the product, packaging, shipping information, and other order details to verify the issue.

If an incorrect item was supplied, we will review the circumstances and provide an appropriate resolution in accordance with our applicable policies and legal requirements.

21. What if an item is missing from my order?

If you believe that one or more items are missing, please contact us so that we can review the order and fulfillment information.

Some orders may be processed or delivered separately depending on the circumstances.

If an item is confirmed to have been omitted, an appropriate solution may include sending the missing product, issuing a refund, or providing another applicable remedy.

22. Can I return clothing if I change my mind?

An eligible return may be possible depending on the circumstances and applicable return requirements.

Unless applicable law provides otherwise, clothing intended for return should generally be:

• Unworn
• Unused
• Unwashed
• Unaltered
• Free from stains and odors
• In its original condition
• Accompanied by original tags where applicable
• Returned with original packaging where reasonably possible

Please review our Returns & Refunds Policy before sending an item back.

23. Can I return clothing that I have worn?

Generally, returned clothing should be unworn and unused unless the return concerns a defective, damaged, incorrect, or otherwise legally protected product.

Products showing signs of wear, washing, alteration, stains, odors, or other use may not qualify for a voluntary return where permitted by applicable law.

Mandatory consumer rights are not affected.

24. Can I return clothing after washing it?

Washed clothing may generally not qualify for a voluntary return because washing can change the condition of the product.

If you believe the product was defective or otherwise does not conform to applicable requirements, please contact us so that the circumstances can be reviewed.

25. Can I exchange an item for another size?

Where exchanges are available, an eligible item may be exchanged for another available size.

The replacement size must be available at the time the exchange is processed.

The returned item must generally meet the applicable return condition requirements.

26. What if the size I want for an exchange is unavailable?

If the requested replacement size is unavailable, another applicable solution may be considered depending on the circumstances.

This may include a refund or another available option where appropriate.

Any mandatory consumer rights will continue to apply.

27. Who pays for return shipping?

Responsibility for return shipping costs may depend on the reason for the return and applicable law.

For example, where an item is confirmed to be defective, damaged, or incorrectly supplied, an appropriate shipping arrangement may be provided.

For returns based on personal preference, size, fit, or other reasons not attributable to an error or defect, the customer may be responsible for applicable return shipping costs where permitted by law.

28. How do I request a return?

Please contact AVELTHORNE & CO LTD through the customer service or contact method provided on our online store before sending a product back.

We may request your order information and details about the reason for the return.

Please wait for the applicable return instructions before sending the product.

29. Where should I send my return?

Return destinations may vary depending on the order and circumstances.

Customers should only send returns according to the return instructions provided by AVELTHORNE & CO LTD.

Please do not send a return to an address obtained from an unrelated source or independently selected without receiving applicable instructions.

30. How long does a refund take?

Once an eligible return has been received and reviewed, an approved refund may be processed through the applicable payment method.

After the refund has been issued, the time required for the funds to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.

31. Will I receive a full refund?

The amount of a refund may depend on:

• The reason for the return
• The condition of the product
• Applicable return requirements
• Shipping charges
• Any permitted deductions
• Applicable law

Where applicable law requires a particular refund, those legal requirements will take precedence.

32. What happens if my return does not meet the requirements?

Returned products may be reviewed before a refund or exchange is approved.

If an item does not satisfy the applicable requirements, the requested return or exchange may be refused or another resolution may be considered where appropriate and legally permitted.

This does not affect mandatory consumer rights.

33. Can I return a sale or discounted item?

Sale or discounted items may be subject to specific return conditions disclosed at the time of purchase.

Unless a product is expressly identified as non-returnable and such exclusion is legally permitted, applicable return rights may still apply.

34. What if my order cannot be delivered?

If a shipment cannot be delivered, the delivery provider may make additional delivery attempts, hold the package, or return it according to its procedures.

The outcome may depend on the reason for the failed delivery.

Customers should ensure that the shipping information provided at checkout is accurate and complete.

35. What if I entered the wrong shipping address?

Please contact us as soon as possible if you notice an error in your shipping information.

We will determine whether the address can still be changed.

Once an order has been processed or shipped, an address change may no longer be possible.

If a package cannot be delivered because of inaccurate or incomplete information supplied by the customer, additional shipping or handling arrangements may apply where permitted by law.

36. Are international orders subject to customs or duties?

International shipments may be subject to customs procedures, import requirements, taxes, duties, or other charges depending on the destination and applicable laws.

Customs processing may also affect delivery times.

Customers should review applicable requirements for their destination before placing an international order where relevant.

37. Can customs delay my order?

Yes. International shipments may be delayed due to customs inspections, documentation requirements, import procedures, local regulations, or other governmental processes.

Customs processing is generally outside our direct control.

38. What happens if an order is returned to the sender?

If a shipment is returned because it could not be delivered, the shipping address was incorrect or incomplete, delivery was refused, or another delivery issue occurred, the order may require further review.

Available options may depend on the reason for the return and applicable circumstances.

Additional shipping or handling costs may apply where permitted by applicable law.

39. Can I receive customer service after my order is delivered?

Yes. Our service may include after-sales assistance relating to eligible order, product, delivery, return, exchange, refund, damage, or other purchase-related issues.

Please use the customer service or contact method provided on our online store.

40. What information should I provide when contacting customer service?

To help us review your request efficiently, you may provide information such as:

• Order number
• Name associated with the order
• Product name
• Description of the issue
• Relevant photographs
• Shipping or tracking information
• Other information reasonably necessary to investigate your request

Please avoid sending unnecessary sensitive information.

41. How do you handle customer information?

Customer information is handled in accordance with our Privacy Policy.

Information may be used for purposes such as:

• Processing orders
• Providing customer service
• Managing shipping
• Processing returns and refunds
• Maintaining business records
• Protecting our store and customers
• Improving our services

42. Can I get help before placing an order?

Where customer service is available, customers may contact us before purchasing if they have questions about products, sizes, available options, ordering, shipping, or other store-related matters.

We recommend resolving important product or sizing questions before completing a purchase whenever possible.

43. Are delivery dates guaranteed?

Unless expressly stated otherwise, delivery timeframes are estimates rather than guaranteed delivery dates.

Actual delivery may be affected by carriers, customs, weather, holidays, transportation conditions, and other circumstances.

44. Can an order be shipped in multiple packages?

Depending on product availability and fulfillment arrangements, products within the same order may potentially be processed or shipped separately.

If this occurs and tracking information is available, different shipments may have separate tracking information.

45. What if I have a question that is not answered here?

If your question is not covered by this FAQ, please use the customer service or contact method provided on our online store.

Our team can review questions relating to products, orders, shipping, returns, refunds, exchanges, and other store-related matters.

46. Where can I find more information about returns?

For detailed information about eligible returns, exchanges, refunds, damaged products, incorrect items, and return conditions, please review the Returns & Refunds Policy available on our online store.

47. Where can I find more information about shipping?

For additional information about order processing, shipping methods, delivery estimates, tracking, customs, delivery delays, and shipping-related issues, please review the Shipping Policy available on our online store.

48. Where can I find information about how my personal data is used?

Our Privacy Policy explains how personal information may be collected, used, shared, retained, and protected when you interact with AVELTHORNE & CO LTD.

49. Can policies change over time?

Yes. AVELTHORNE & CO LTD may update its policies and service information from time to time to reflect changes in our products, services, operational procedures, legal requirements, or other circumstances.

The latest version made available through our online store should be reviewed when necessary.

50. Final Note

We aim to make shopping for clothing through AVELTHORNE & CO LTD as clear and convenient as possible.

From product selection and sizing to ordering, payment, delivery, returns, exchanges, refunds, and after-sales support, we seek to provide customers with useful information and appropriate assistance.

For matters not specifically addressed in this FAQ, the applicable policies and mandatory consumer rights will apply.

AVELTHORNE & CO LTD