• For how long do I have the right to return my order?

    If you are not 100 % satisfied with your recent purchase, you are more than welcome to return products that are in original condition, unopened and unused (including gift-sets) for a full refund, within 60 days after you have received your order.

  • How can I return my order?

    You have 60 days to return unwanted items to us free of charge. Please note that all products must be returned in their original packaging and that returns of used items cannot be refunded. If you are not satisfied with a product, you are welcome to contact us. We will certainly find a solution.

    Returns with a customer account
    Simply log into your customer account and click on “Returns”. Here you will see the list of orders that are eligible for a return.
    Select the desired order, choose the relevant products and enter the reason for the return. As soon as you click on “Confirm”, you will be taken to the shipping label. Click on “Print label”, fill it in with your address and click on “Next”. Print out the shipping label under “Open and print PDF” and stick it on your return parcel. You can also use the QR code provided by DHL to print out the label at a Deutsche Post branch.
    IMPORTANT: Please remove all old shipping labels and barcodes from used boxes.

    Returns without a customer account
    If you do not have a customer account with AVA & MAY, go to “Returns” in the footer of our website, enter your e-mail address and order number and start your return. If possible, you can then continue with the next steps as described above. However, if the message “The return period of your order has expired” appears, a return is no longer possible.
    If you need further assistance with your return, please contact us by contacting our helpdesk and selecting “Returns / Refunds” as the reason for contact.
    Please note that express delivery costs will not be refunded in the event of a return.

    COMPLETE RETURN
    If you had the opportunity to add a gift to your order by using a discount code, we ask you to return the gift as well.
    If you do not return the gift you have chosen, we reserve the right to retain the amount corresponding to the value of the gift item as if it had already been paid for. Provided, of course, that the same percentage discount is applied as the discount code you applied when placing the order.

     

  • When will I get my refund back?

    Your refund will be released once your return has been inspected and processed. This process can take up to 14 days after the goods are received in the warehouse. Even if the tracking shows that your package was successfully delivered to our warehouse, it does not mean that the refund will be issued immediately. The amount will be refunded to the payment method used for the purchase.

    Note: If you paid for your order with a gift card, we will refund the amount used back to the gift card code. This way you can use it again for your next order.

    If you have returned an item and have not received a refund from us within 14 days of receiving it, please contact us and have your tracking number ready. The best way to do this is to use our helpdesk and select ""Return / Refund"" as the reason for contact.

  • Can I exchange an item?

    Unfortunately, our system can't make any exchanges, only returns and refunds. However, you are more than welcome to return the item you don't wish to keep for a full refund and then place a new order for the item that you want instead.

  • Can I return two orders in one package?

    Unfortunately not, you need to return your orders separately. Follow the process described in "How can I return my order?" for each order you wish to send back. We will provide you with a shipping label for each returned order. Please follow our guidelines so that we can process your return, reshipment or refund faster.

  • My order is not in the list of orders I can return. What should I do?

    If within 60 days after you have received your order, the order you want to return is not listed in the list of orders you can return, please contact us via our Helpdesk selecting "Claims and Returns" as contact reason.