Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@avawillis.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@avawillis.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@avawillis.com.
At Ava Willis, we want you to shop with confidence. If you're not completely satisfied with your purchase, you may return your item within 30 days of receiving your order.
Eligibility for Returns
To be eligible for a return, the item must:
- Be returned within 30 days of delivery
- Be unworn, unused, and in its original condition
- Have all original tags attached
- Be returned in its original packaging
- Be accompanied by proof of purchase
Free Returns
We offer free returns within the United Kingdom. To initiate a return, please contact us at support@avawillis.com.
Once your request is approved, we will provide return instructions and a prepaid return shipping label. Items returned without prior authorization may not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival. If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery and provide:
- Your order number
- Clear photos of the item
- A brief description of the issue
We will arrange a replacement or full refund at no additional cost.
Exchanges
If you would like a different size or style, we recommend returning the original item and placing a new order once the return has been approved.
Refunds
Once your return has been received and inspected, we will notify you of the approval status. If approved, your refund will be issued to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.
About Us
Ava Willis is operated from Belgium and serves customers across the United Kingdom.
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