• Covid-19 Updates

    Please note: the current impact of the COVID pandemic is affecting the ability of our warehouse team to work at full capacity. This might slow down our usual fulfilment speed; therefore our fulfilment timings could take 1-2 working days more than usual. We deeply regret this inconvenience and request for your understanding. We are doing our best to resolve the situation and are working hard to ensure your orders arrive to you soon so you can enjoy them with your friends & family!

    Please click on the links below to check if also carrier partners in your area are affected:

  • What are the shipping and delivery times?

    Standard delivery
    Shipping service provider for standard shipping:
    Germany: DHL
    Austria: DPD AT
    Switzerland: GLS
    Italy: SDA
    France: DPD FR
    Poland: DHL


    After receiving of your order confirmation takes 1-3 working days until your order is processed and handed over to our shipping service provider. Once you have received a shipping confirmation from us, your order should arrive within 1-3 business days within Germany. Shipping to other European countries within 5 working days and worldwide - excluding customs clearance - within 5-7 working days.

    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.

    If you still have not received your package after 15 business days, please contact our Helpdesk by selecting "Order Status" as the request type.


    EXPRESS Delivery

    We offer express shipping with UPS Express.

    Express shipping within Germany will be delivered on the next working day, if the orders were received by 12:00 noon on working days. Express Deliveries to France, Italy and Poland will be delivered within 2-3 working days, if the order has been placed on weekdays before 10:00 a.m.
    Express delivery to remote areas and to Islands may take 1-2 additional working day.

    SUPER-EXPRESS Delivery
    We also offer super-express shipping with UPS to France, Italy and Poland. If the order is placed on weekdays before 10:00, the package will be delivered 1-2 days later.
    Super-Express deliveries to islands and remote areas may take 1-2 additional working days.

    Please be aware that UPS does not deliver on Saturdays and Sundays.

  • What is a priority order and do you offer express shipping?

    PRIORITY Order
    In case of priority orders, your package will be prioritized and packed by our logistics staff on the same day and prepared for shipment even faster, provided that the order is received by 12:00 noon on working days. Therefore, your package should be with you one day earlier. Deliveries within Germany usually take 1-2 business days, express deliveries to France, Italy and Poland are delivered within 2-3 business days if the orders are received in our system before 10:00 on weekdays. Delivery to very remote areas, as well as islands usually takes 1-2 business days longer.

    EXPRESS Delivery
    Express deliveries are offered by UPS.
    In this case, your order will be processed priosized from our warehouse and packed and handed over to our delivery partner on the same day, provided that the order is received by us on working days before 12:00 noon. Express shipping within Germany is done on the next business day, express shipments to France, Italy and Poland are delivered within 2-3 business days if the orders are received in our system before 10:00 am on weekdays. Express shipping to very remote areas, as well as islands usually takes 1-2 more business days. Please note that UPS does not deliver on Saturdays and Sundays.

  • Will my parcel arrive before Christmas?

    Every order placed before the 15th of December should arrive in time for the holidays. If you choose express delivery, we can promise that your order arrives on time if you place it until the 17th of December. 

  • Can I track my order?

    Yes, you will receive a tracking link from us in the shipping confirmation email once your package has been handed over to our shipping partner. 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 much is the shipping?

    We ship all orders from Germany. For this reason there are no customs duties or import taxes within the EU (incl. Switzerland).


    For orders outside of the EU extra charges can apply. Please note that depending on the country, there are different regulations regarding customs duties or import sales tax.

    These fees go 100% to the customs of the respective receiving country and must be covered from the customer.

    If you refuse to accept the order, the fees will still be charged. These fees will be deducted from your credit in case of a return shipment by UPS or DHL.

    We do not ship to the United Kingdom, Canada, Canary Islands, French Guiana, French Polynesia, Guadeloupe, Martinique, Mayotte, Réunion, St. Martin Island, Virgin Islands, Minor Outlying Islands of the USA and the USA.

    Shipping Costs

    • Land Versandkosten Versandkostenfrei
      Deutschland 3,99€ ab 50€
      Österreich 5,99€ ab 60€
      Polen 3,99€ ab 42€
      Italien 6,99€ ab 50€
      Frankreich 5,99€ ab 65€
      Belgien, Niederlande 13,99€ ab 60€
      Luxemburg 7,99€ ab 120€
      Spanien, Schweiz, Ungarn,
      Tschechien
      13,99€ ab 120€
      Dänemark, Finnland, Norwegen, Estland, Lettland, Lichtenstein 23,99€ ab 120€
      Litauen, Monaco, Irland, Slowenien 23,99€ ab 120€
      Malta, Kroatien, Rumänien 49,99€ ab 190€
      San Marino, Andorra, Bulgarien 49,99€ ab 190€
      Australien, Afrika, Asien 84,99€ ab 290€
      Südamerika, Ozeanien 84,99€ ab 290€

    We do not ship to the United Kingdom, Canada, Portugal, Sweden, Slovakia, Cyprus, Greece, Portugal, Canary Islands, French Guiana, French Polynesia, Guadeloupe, Martinique, Mayotte, Réunion, St. Martin Island, Virgin Islands, Minor Outlying Islands of the USA and the USA.

  • Can I use a relay station for the delivery?

    Yes, you can. In order to do that, just simply put in your name in the first line. In the second line insert your DHL post number and in the third line, instead of the street, put simply "Packstation". Instead of the house number, use the relay station's number. So for example where the street name usually is, you will have "Packstation 123".

  • I have chosen as delivery location the drop-off at a spot of my choice ("Ablageort"); what is the difference with a regular delivery?

    If you decide to deliver your parcel at a spot of your choice at the provided address (e.g. terrace or garage) please make sure that the selected location is safe. Delivery to the place of your choice is at your own risk. If the parcel cannot be found at the place of your choice, neither AVA & MAY nor DHL will cover the losses. Please contact us to find a solution for individual cases.

  • My package has not arrived, what now?

    It can happen that one or the other parcel gets lost, the shipping service provider has handed over your parcel to neighbors or family members or to a nearest parcel store without it being visible in the tracking. We are all not happy with this and regularly give feedback to our shipping partner. Due to the current situation, due to contactless delivery and the increased volume of shipments, there can unfortunately always be delays. Please be so kind and inquire with your housemates and direct neighbors whether they have received your package and check the tracking information. If you still can't find your package, contact us via chat or our help desk under "Where is my order?" and we will help you.

  • What can I do if my package is returned to sender?

    If you see in the tracking that your package has been returned to sender, it is possible that your address is incorrect or incomplete. Please contact us via our helpdesk by selecting "Where is my order?". Please provide us with your order number and your complete address (the name of the recipient must be identical to the name on the mailbox) - we will then arrange a new shipment.

  • My package arrived damaged on delivery, do I have to accept it?

    If at the delivery you see that your parcel is severely damaged, please refuse to accept it and let the package go back to our warehouse.
    However, if you accepted a damaged parcel, please check if also the products contained in it are damaged. If this is the case, please proceed with a claim following the instructions here:

    https://help.ava-may.de/hc/en-us/sections/360004737259-Claims-Returns

    Failing to claim or contact does not lower the warranty rights defined by statutory law. However, it helps us to enforce our rights against carriers and transport insurances.