The product I received is damaged or faulty. What can I do?
If you received a damaged or faulty product, please open a claim with us via our "Return portal" following the process described in "How can I return my order?". If the product you have received is damaged or defective you will be also asked to upload a picture of the product in the claim process. When submitting a claim for a damaged or faulty product you will have the possibility to immediately request a reshipment or a refund for it.
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.
The product I received has a flaw. What do I do now?
Our warehouse regularly makes quality checks of our products, so we are continuously working to send you the best quality products.
Please note that small cracks may form in your candle - this is a normal physical behavior of the candle, as wax contracts slightly due to the cold, e.g. during transport, so that it sits loosely in the glass and crumbles at the edge or even leaves wax residues on the edge of the glass. However, as soon as you light the candle and the wax softens, these remnants should disappear. Therefore, your candle is still fully functional and will burn normally - neither scent nor burn time will be affected. If you are still not satisfied with one of your products, you can contact us through our helpdesk by selecting ""Damaged product / quality defect"" as the reason for contact. So that we can check the damage or defect, we would also like to ask you to upload a picture of the product. We will then get back to you in a timely manner!
My item has an aesthetic damage. Can I claim for a refund?
Due to temperature gaps or transportation from our warehouse to your home, some small damages may appear. It is unfortunately out of our control, even though we try our best to prevent that from happening by protecting our parcels and items in them.
If your item suffered a minimal damage that will not affect its use but you still feel uncomfortable with it because it was supposed to become a decorative element of your interior or a gift, you can still return it through our return portal using the reason "09 - Unsatisfaying quality". As soon as we receive the product, you will be completely refunded. Our customer care team stays at your disposal if you have any questions!