We hope you love your new jewellery however in any case if you are not happy with the purchase, you can always send it back to us for either a refund or an exchange.
Our general exchanges & returns policy
Standard Return Period: If you’re not satisfied with your purchase, or simply have changed your mind, we’re happy to either exchange or refund your order if the request is made within 14 days of receiving your order.
*Please note that worn earrings are excluded due to hygiene reasons. Therefore please make sure that the earrings are unworn if you would like to make a return. You can put the earrings beside your ear to see how it would look like when it is worn.
To qualify for a return:
Warranty: All of our jewellery comes with a 12-month warranty, during which time we are happy to exchange items with manufacturing faults free of charge. If your jewellery develops faults beyond this period, please feel free to drop us a line at firstname.lastname@example.org, we will endeavour to help you.
*Please note that any damage incurred by the customer due to mis-use cannot be covered under warranty. Tarnishing or discolouration due to chemical contact such as bleaching is also not a fault. Please see our jewellery care instructions on how to look after your jewellery.
Christmas Returns Period: We’ve extended our returns policy for the festive season, all online orders placed between 1st of November - 24th of December can be returned or exchanged up until 31st of January. For purchases made from 25 December onwards, our normal refund policy applies.
Exchanging your item/items:If you would like to request an exchange for the same product with a different size or simply for a new piece, we are happy to offer exchanges within 14 days of purchase. Please contact us at email@example.com to specify what you would like to exchange and let us know which item/items you would like to exchange for. We will be happy to assist and send you the instructions to follow.
Any price difference will either be refunded if the newly swapped item is less expensive than the one you purchased, or requested for the additional payment if the item you would like to exchange is higher in price.
How can I exchange/return an item?
In any case, the items exchanged or returned must be in perfect unworn conditions and in their original packaging. Any complimentary gifts came with the purchase should also be included in the return in order to receive a full refund. However, if you request an exchange, please hold on to these complimentary gifts.
Please send us an email to firstname.lastname@example.org if you would like to request an exchange or a refund. We will send you the instructions to carry out the exchange/return process. In the email, please include the following information so we can swiftly process your return:
*Please note that It is your responsibility to provide adequate packaging to make sure that the items arrive to us in perfect conditions. We highly recommend you using the original box that your order came in to exchange/return the items. If the items are received in poor conditions, we won’t be able to carry out the return as requested.
Where should I send my exchange/return to?
Please send your exchange/return to the following address:
AVILIO London Returns
62 Dalkeith Grove
*Please use a tracking courier service for your return to make sure that your return reach to us safely. We will not be able to make refunds if the returned items are missing during the transit.
When will I receive my refund?
Once your return is received and inspected by us, we will send you an email to notify you that we have received your returned item. As soon as the refund is processed, a full refund of the item/s (excluding any delivery charges) will be processed, and a credit will always be refunded to the original payment method used when placing your order, within 5 working days.
*Please note customs duties and additional fees paid are non-refundable and the shipping fees of the exchanges/returns will be borne by the customer except of the instances were items received by the customer were faulty or incorrect.
Can I return a gifted piece?
AVILIO offer store credit for gifted orders returning within the 30 days. Please check our return policy to make sure the item is eligible for a return and send us an email at email@example.com requesting your return label. Please include the order number if you have one. Alternatively, you could also provide us with the item name and the value of the order so we can locate your order and help you to process the return and issue you an equivalent value of store credit.
What about the Sale & Promotional items?
We understand that you may have purchased an item recently that has now been reduced in price, unfortunately this is just a case of bad timing. Sadly we are not able to refund you the difference in price if this occurs. We sincerely hope you understand. However, to make up to your feeling, we are happy to offer you a unique discount code which you can use against further purchases. Please contact AVILIO at firstname.lastname@example.org if you would like to discuss this.