Refund Policy

We provide a refund/replacement if:

A) YOU WISH TO RETURN AN ITEM AND IT FALLS UNDER THE RETURN POLICY

B) THE ITEMS RECEIVED ARE DEFECTIVE/DAMAGED OR THE WRONG ITEMS ARE RECEIVED - Our company is committed to ensuring 100% customer satisfaction. If you have received a damaged or wrong product, please send us an email at info@avery-jones.com and we will arrange for a replacement of the received products.

C) THE ITEMS ARE NOT RECEIVED - If the items are not received 30 days after the date of purchase, we consider this order lost. We are happy to provide a replacement/partial refund, depending on the status or scenario of this order issue.

RETURN AND REPLACEMENT

If you would like to return your item, we recommend that you send an email to info@avery-jones.com with the reason for your return and we will be happy to help you resolve the issue and provide you with instructions.

The customer has the right to return the item(s) within 30 days of receipt, provided that he has received the goods:

It must not show signs of use - wear -

The received shipment(s) is/are complete

The reason for the return falls under the right of return as stated on this page.

LATE ARRIVAL OF THE ORDER

Although we do our best to ensure that you receive your order no later than 15 days after purchase, we cannot guarantee this due to the ongoing COVID 19 pandemic and other unforeseen circumstances that may affect shipping and inventory. We cannot make refunds for items that are not delivered on a certain date, special occasion or holiday.

Each product description states how long the shipment may take. Please take this into account when placing your order.

Once an order has been shipped, we cannot cancel it.

RETURN COSTS

The costs of the return shipping are at your own expense. Since our only warehouse is located in Asia (China), you can expect shipping costs to be higher than normal. The average shipping costs are €20.

CONTACT

If you have any questions about how to return your order to us, you can contact us at info@avery-jones.com.

I received a defective or wrong product. What should I do?

Please contact us at info@avery-jones.com. We kindly request that you provide us with some photos and/or video of your received product so that we can better analyze the situation.

Once our team has processed the information, and your situation has been confirmed, we will initiate a replacement. Unfortunately, without visual evidence of defects or an incorrect item, we cannot process a replacement.

I want to return an order; what should I do?

Our return address is international. You must request the return address from our team. Make sure to include the track and trace number so that we can trace the item back to our warehouse. Unfortunately, we do not cover the return costs.

Do I have to return the entire order?

No, only the items you wish to return.

Can I exchange my shoes if the size I ordered is too small?

We can only offer a replacement if we have accidentally sent the wrong size. If you are unsure of your size, please refer to the size chart on the product page.

When can I get my money back after returning my item?

We will not process the refund until the item has been delivered to our warehouse. It usually takes 5-7 business days for us to receive your return, depending on the logistics processes. Once the item arrives at our warehouse, we will initiate the refund within 2 business days.

However, please allow for a possible delay at your bank of 3 to 5 business days before the money is actually credited to your account.

My order has been returned to the sender in the tracker. What is the next step?

Returning to sender sometimes happens when:

The customer has not claimed the item - The customer must contact the local courier to arrange for another delivery. (Please note that you only have 5 business days to claim the item if you did not accept it on the first attempt).

Wrong address - The customer has not provided the correct address. This is a relatively common occurrence. We recommend that you contact your local courier/post office and pick up the item using your local tracking number.

Customers refused to pay customs fees/hidden costs - This rarely happens, but this situation arises beyond our control. If the courier has informed you that you must pay customs duties/other fees, please contact us and we will be happy to help you resolve the issue.

Do you have a prepaid return label?

We do not have prepaid return labels. Unfortunately, all return costs are the responsibility of the customer.

How can I contact your customer service?

Send us an email at info@avery-jones.com. We will always try to respond within 24 hours. Don't forget to mention your order number if you have a question about your order!