Questions and Answers
We accept: IDEAL, Sofort, Bancontact, VISA, Mastercard, American Express and Paypal.
We use an SSL connection / Secure Sockets Layer connection for online payments.
Aveau respects the privacy of all users of its site and ensures that the personal information you provide is treated confidentially. We use your data to process orders as quickly and easily as possible. For the rest we will only use this information with your permission. Aveau will never sell your information to third parties and will only make it available to third parties that are involved in processing your order.
Aveau ships to every country, in and outside the EU.
All customs duties or import duties that apply in the country of delivery are at the expense of the recipient. We are sorry, but we have no control over these costs and can not predict the amount
For orders inside the EU, a delivery time of 2-5 working days applies. For orders outside the EU a delivery time of 10-15 working days applies.
With every shipment you will receive a track and trace number. With this number you can “track” the status of your order online. If your order is not received within the specified time, please contact us. This can be done by mail via email@example.com
You can cancel your order before it has been sent by sending an email at: firstname.lastname@example.org, but once it has been sent, we can unfortunately no longer change it.
Have you received an item that you have not ordered? Please contact our customer service: email@example.com, stating your order number and we will help you as soon as possible.
Did you order a wrong size / color? Please contact our customer service: firstname.lastname@example.org, stating your order number and we will help you as soon as possible
Did you not receive your order within the specified time?
Please contact our customer service at: email@example.com, stating your order number and we will help you as soon as possible.
If you would like to return or exchange an item you have bought, please contact firstname.lastname@example.org, stating your order number and we will help you as soon as possible.
As soon as we have received the return package, the purchase price (no return costs) will be refunded to your account within 10 working days. The reimbursement is free of charge for the consumer.
Items purchased from the SALE cannot be returned / exchanged.
All items must be returned new, unused, with all tags still attached within 14 days. Returns that do not meet our policy will not be accepted and sent back to the customer.
We’ll send you a confirmation email to let you know once we’ve received your returned item with the details of any refunds and exchanged items. If an exchange is available, we’ll send you another email once your new item is on its way.
Each item contains a washing label with the washing instructions recommended by us. If this still leads to confusion, do not hesitate to contact our customer service: email@example.com
Do you have a complaint?
We kindly ask you to pass on your complaint via the e-mail to the customer contact department. This can be done by e-mail. Our employees of the customer contact department will review the complaint and try to resolve to everyone’s satisfaction.
Our details: firstname.lastname@example.org. with the subject: Complaint
After receiving your complaint you will receive a confirmation from us. We will respond to you within 14 days receipt, if it needs more time, we will notify you. If you do not appreciate this, you can always contact the mediation department of Stichting Webshop Keurmerk (where Aveau is affiliated). Should the mediation attempt not lead to a satisfactory solution for any reason, then there is the possibility to submit your dispute to the Disputes Committee (SGC).