• My product arrived broken, what now?

    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.

  • I have received the wrong product. What can I do?

    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.

  • My product does not work as expected or has an aesthetic flaw, what can I do?

    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