• When will I receive my order?

    We usually ship your order within 1-3 business days after we receive your payment. With the Standard shipping option, it usually takes 1-3 (DE, AT, CH), 4-5 (FR, IT) business days for orders to be received.

    With the Priority shipping option, we ship all orders received before 12:00 am (weekdays), which should then arrive within 1-2 (DE, AT, CH) and within 3-4 (FR, IT) business days. Finally with the Express option we ship all orders received before 12:00 noon (weekdays), which should then arrive within 1-2 business days (applicable for all markets).
    As soon as your order is shipped, you will receive a shipping confirmation e-mail with a tracking link.

    If you have a customer account, login to check the status of your order (after shipping).

    Please note: In case of increased order volume for e.g. special occasions such as Black Friday, Christmas, Valentine's Day, Easter or Mother's Day, as well as holidays and delivery issues, your order may be slightly delayed. Here, the processing of your order may increase to 4-7 business days plus shipping time.

  • How can I track the status of my order?

    You will receive a tracking link from us in the shipping confirmation e-mail once your package has been handed over to our carrier. Click on this link to track the current status of your shipment.

    If you have an account with us, log in to access your order summary under "Orders". Click on the relevant order and you'll find a "View Tracking" link that will take you directly to the shipping service provider's tracking page.

    Please note that it may take a few hours after receiving the e-mail for the shipment status to be updated on the shipping service provider's website.

  • 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. You can change the contents of the order only in the first step of the purchase process. In the shopping cart, under each item there is a "Remove" button that allows you to delete the unwanted product.
    After the confirmation of the order, unfortunately it won't be possible anymore.
    Once your order is placed and imported to our system we have no ability to edit it or make any changes for you.

    However, if our warehouse has not yet packed your products, you can still cancel your order within 15min after purchase and place a new order.

  • I did not receive an order confirmation after placing my order. What can I do?

    As soon as your order is placed an order confirmation with the summary of your purchase 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?

    Once your order is shipped from our warehouse and on the way to you, you will receive a shipping confirmation to the e-mail address you provided when placing your order. However, in case of increased order volume, there may be delays in processing your order. We will do our best to inform you in such cases.
    Please also check your spam folder!

    In the shipping confirmation email you will also receive all relevant information to track your order. You can simply click on "Follow my order" to land on the Order summary page. Just below the map which shows your delivery address, you can see which carrier you order has been shipped with, and its tracking number. Click on the tracking number and you will be automatically redirected to the respective page of the shipping service provider to read through all the parcel status updates.

    If you need further assistance with your order, please contact us via our Helpdesk selecting "Where is my order?" as contact reason.