When will I receive my order?
With our Standard shipping option, it takes 1-3 business days after receiving your order until it is handed over to our carrier. With our Express shipping option we ship all orders received before 11:00 am (on weekdays) on the same day.
As soon as your order has been dispatched, you receive a shipping confirmation email with a tracking link. For shipments to Germany, you will receive your order within 2-4 working days (Express: 1-2 working days).
If you have a customer account, login to check the status of your order (until shipping).
How can I track the status of my order?
You will receive a tracking link from us in the shipping confirmation email once your package has been handed over to our shipping provider. Click on the link to track the current status of your shipment.
If you have an account with us, log in and you will be taken to your order summary under "Orders". Click on the respective order and you will find a link "View Tracking" which will take you directly to the tracking page of the shipping service provider.
Please note that it may take a few hours after receiving the email for the shipment status to be updated on the shipping provider's site.
How do I cancel my order?
Cancellations are only possible within 15min after order placement!
Cancellations with customer account
To cancel the order you have just placed, log in to your account. Once you are logged in, click on "Orders" in the "My Account" section. Open the order you have not yet received and click on "Cancel order". Our system will check the processing status. If it is possible to cancel your order, you will see the following message: "Cancellation successful". Please note that the amount of your cancelled order will usually be credited back to your selected payment method within 1-3 business days. However, if you see the message "Cancellation failed", this means that our logistics partner has already received, picked and packed your order and a cancellation is unfortunately no longer possible. Here you then have the option to submit a return in our returns portal or to refuse your order by the supplier.
Cancellations without a customer account
If you do not have a customer account with AVA & MAY, click on "Cancel order" in the footer of our website. Please enter your e-mail address and order number and click "Cancel this order". Again, our system will check the processing status in the background and you should be informed if a cancellation is still possible.
How can I change or correct the delivery address for my order?
If you need to change or correct your delivery address, please contact us immediately via our Helpdesk selecting "Edit shipping details" as contact reason.
Please be aware that we can change or correct your delivery address only if your order is not yet packed and on the way to you.
Can I modify the products in my order after it has been placed?
Sadly no! Once your order is placed and imported to our system we have no ability to edit it or make any changes for you.
I did not receive an order confirmation after placing my order.
As soon as your order is placed an order confirmation with the summary of your order will be sent to the email address you have provided. Please also check your spam folder!
If after a few hours, you still have not received you order confirmation please contact us via our Helpdesk selecting "Order status" as contact reason.
I did not receive a shipping confirmation yet. What can I do?
It usually takes up to 3 business days for your package to be packed and delivered to our shipping partner, so you will receive a shipping confirmation with a tracking link. Please also check your spam folder!
If you have an account with us, log in and you will be taken to your order summary under "Orders". Click on the order and you will find a link "View Tracking" - once the package is packed - which will take you directly to the shipping company's tracking page.
If you need further assistance with your order, please contact us through our helpdesk by selecting the "Where is my order?" contact reason.