Claims & Returns
- For how long do I have the right to return my order?
- My product arrived broken, what now?
- I have received the wrong product. What can I do?
- How can I return my order?
- When will I get my refund back?
- My product does not work as expected or has an aesthetic flaw, what can I do?
If you are not 100 % satisfied with your recent purchase, you are more than welcome to return products that are in original condition, unopened and unused (including gift-sets) for a full refund, within 30 days after you have received your order.
We are really sorry about that! But no problem - just open a complaint via our returns portal. Please state the reason "07 product is damaged" and upload a picture of your product. You have the option of requesting a replacement delivery or a refund. We will get back to you as soon as possible!
If you need further assistance with a damaged or faulty product, please contact us via our Helpdesk selecting "Damaged or faulty product" as contact reason.
If you have received an incorrect item, please contact us through our helpdesk by selecting the reason “Incorrect product received”. Please let us know which products you received and send us photos of the wrong products. This way we can match them with your original order and help you with the further process.
Please note: All country and city names are written in English. Above our AVA & MAY logo on the packaging or label is the name of the city. Below the logo is the country or region to which it belongs.
You have 30 days to return unwanted items free of charge. Please note:
- All products must be returned in their original packaging.
- Used items cannot be refunded.
- Express shipping costs will not be refunded in case of a return.
If you are not satisfied with a product, feel free to contact us—we will surely find a solution.
Returns with a Customer Account
Simply log into your customer account and click on "Orders".
Select and open the desired order, click "Return this order", and choose the products you wish to return, specifying the return reason. Once you click "Confirm", you will be directed to the shipping label. Click "Print label", fill in your address, and click "Next". Print the shipping label under "Open and print PDF" and attach it to your return package. You can also use the DHL QR code to print the label at a Deutsche Post branch.
IMPORTANT: Please remove all old shipping labels and barcodes from used boxes.
Returns without a Customer Account
If you don’t have an AVA & MAY customer account, go to "Returns" in the footer of our website, enter your email address and order number, and start your return. If possible, proceed with the next steps as described above. However, if you see the message "The return period for your order has expired", a return is no longer possible.
Complete Returns & Gifts
If you received a gift through a discount code, please return it as well.
If the gift is missing, we reserve the right to charge its value (after applying the discount).
For further assistance, please contact our Helpdesk and select "Returns / Refunds" as the reason for contact.
Your refund will be released as soon as your return has been checked in our warehouse. This process can take up to 14 days. Even if the shipment tracking confirms delivery, the refund will not be issued immediately. We are usually quicker, but please understand if it takes a little longer.
If you have not received a refund after 20 days, please contact us via our helpdesk with your tracking number and select “Return / Refund” as the reason for contact.
The amount will be credited back to the original payment method.
For payments with a gift voucher, the amount will be credited back to the voucher so that you can use it again.
Our warehouse carries out regular quality checks in order to ship products of the best quality. In addition, despite careful packaging, small defects may occasionally occur during or as a result of transportation. If you have nevertheless received a damaged product, we sincerely apologize for this and ask you to submit a complaint via our returns portal, stating the return reason “08. Product is faulty”. Alternatively, you can also send us a request via our helpdesk under "Damaged product / quality defect" with the appropriate photos.
Your candle wax has small cracks or is loose in the jar?
This is a normal physical phenomenon caused by temperature fluctuations during transportation. However, as soon as you light the candle and the wax softens, these cracks or loose wax should disappear. The candle will remain fully functional and will burn normally without any loss of fragrance or burn time.
Even if the function of your product is not limited by an aesthetic flaw, we understand that our products also have a decorative function or are not suitable as a gift. If you do not wish to keep your product in this condition, you are welcome to return it to us free of charge by stating the reason “09. Dissatisfied with the quality of the product” in our returns portal . Once we have received your return with the product, you will receive a full refund. This process can take up to 14 days after receipt of your product.
Please note that products that have already been used are excluded from the refund