Shipping Policy

1. Welcome to Our Shipping Policy

Welcome to Avenelle. We aim to make the delivery process clear and convenient by explaining our shipping destinations, order processing times, shipping charges, estimated delivery times, and procedures for addressing shipping issues.

This Shipping Policy applies to orders placed through our official website: https://avenelle.store.

Please review this policy before placing an order. Shipping options, charges, and estimated delivery times are displayed at checkout where available. Review the information shown for your destination and order before completing your purchase.

2. Current Shipping Destinations

Where Do We Currently Ship?

Avenelle accepts orders for delivery to destinations where our Shopify checkout offers an available shipping method.

Available countries and regions depend on our active shipping zones, store markets, carrier services, and shipping rates. A destination being listed as a country option does not necessarily mean delivery is available unless checkout provides a shipping method.

Before placing an order, enter your complete shipping address and confirm that a delivery option is available.

Future Shipping Destinations

We may expand shipping coverage to additional countries and regions in the future. A new destination will become eligible only after the relevant shipping arrangements, rates, and checkout settings have been configured. We do not guarantee that shipping will become available in any particular country or by any particular date.

Shipping Restrictions

Some locations may be unavailable because of carrier limitations, delivery restrictions, operational requirements, or other circumstances outside our control. If we cannot fulfill an order to the address provided, we will contact the customer where possible to discuss available options.

3. Order Processing Time

Order processing is the time required to prepare an order before it is handed over to the shipping carrier.

• Standard Shipping: 1–2 days.
• Express Shipping: 0–1 day.

Processing may include order review, payment confirmation, preparation, packaging, and dispatch arrangements.

Order Cutoff Time

Our daily order cutoff time is 5:00 PM GMT-8.

Orders placed before the cutoff may begin processing on the same day, subject to payment confirmation, order verification, product availability, and operational capacity.

Orders placed after 5:00 PM GMT-8 may begin processing on the following business day. Orders placed during weekends, public holidays, or periods when fulfillment operations are unavailable may take longer to begin processing.

The cutoff time is a processing guideline and does not guarantee same-day dispatch or delivery.

4. Shipping Methods, Charges, and Delivery Times

Avenelle offers the following shipping options, subject to destination eligibility and availability at checkout.

Standard Shipping

Standard Shipping is the regular delivery option for eligible orders. The shipping charge is $5 USD, with an estimated total delivery time of 4–7 days.

Express Shipping

Express Shipping is the faster delivery option where available. The shipping charge is $10 USD, with an estimated total delivery time of 1–3 days.

How Delivery Estimates Work

The estimated total delivery time includes order processing and carrier transit. Actual delivery may vary depending on destination, carrier operations, public holidays, weather, customs where applicable, and other unexpected circumstances. Review the shipping method and final charge shown at checkout.

5. Shipping Carriers

Avenelle may use DHL or FedEx for eligible shipments, depending on the destination, selected service, and fulfillment arrangements.

The carrier used for an order may vary. Carrier availability and service levels depend on the delivery location and operational conditions.

Once tracking information is available, use the provided tracking link to review the latest shipment updates. A carrier's tracking page may take some time to show movement after a shipment has been prepared or dispatched.

6. Order Confirmation and Tracking

After placing an order, retain your order confirmation email for reference.

When tracking information becomes available, it may be sent through the order's shipping notification or made available through the store's order-tracking page.

Track Your Order: Track your Avenelle order.

Tracking updates are supplied by the relevant carrier or tracking service. Updates may not appear immediately, and temporary gaps in tracking information do not necessarily mean that a shipment has been lost.

If tracking appears incorrect or has not updated for an extended period, contact us with your order number and the email address used at checkout.

7. Delivery Delays and Unexpected Events

We make reasonable efforts to deliver orders within the estimated window. Delivery estimates are not guaranteed dates. Delays may occur because of:

Weather Conditions

Severe weather, storms, flooding, extreme temperatures, or other weather-related disruptions may affect transportation and delivery operations.

Courier or Carrier Delays

Carrier backlogs, routing changes, transportation interruptions, staffing limitations, operational issues, or tracking system problems may delay a shipment.

Public Holidays and Non-Working Days

Public holidays, weekends, and reduced carrier operating schedules may affect processing, dispatch, and delivery timelines.

High Order Volumes

Sales events, seasonal demand, promotional periods, or unusually high order volumes may increase processing or fulfillment times.

Other Business or External Events

Unexpected operational disruptions, transportation restrictions, customs processing where applicable, government actions, and other events outside our reasonable control may affect delivery. Check tracking first, then contact Avenelle Support if further assistance is needed.

8. Incorrect or Incomplete Delivery Information

Customers are responsible for providing accurate and complete shipping information during checkout. Verify the recipient's full name, street address and house or apartment number, city, state or region, postal or ZIP code, country, valid contact information where requested, and any additional delivery details.

Address Errors

An incorrect or incomplete address may cause a shipment to be delayed, returned, misrouted, or marked undeliverable. If you notice an error after placing an order, contact us as soon as possible. We will review whether it can be corrected before dispatch, but changes cannot be guaranteed once fulfillment has started or the carrier has received the package.

Returned or Undeliverable Packages

If a shipment is returned because an address is incorrect, incomplete, or undeliverable, we will review the circumstances and contact the customer where possible. Any reshipment, additional shipping charge, refund, or other resolution depends on the reason for failed delivery, carrier information, and applicable store policies. We cannot guarantee that a carrier can redirect a package in transit.

9. Order Cancellation Within 24 Hours

Customers may request cancellation within 24 hours of placing an order by contacting Avenelle Support. Email Support@avenelle.store promptly and include your order number, checkout email address, and a clear cancellation request.

Cancellation Before Dispatch

If the request is received within 24 hours and the order has not been dispatched, we will review it and make reasonable efforts to cancel it.

Orders Already Dispatched

An order already processed for dispatch or handed to the carrier may not be cancellable, even if the 24-hour period has not elapsed. If cancellation is no longer possible, the customer may need to follow the Returns & Refunds Policy after delivery.

Cancellation Confirmation

Submitting a cancellation request does not confirm that the order has been cancelled. Wait for confirmation from our support team. Approved cancellations and applicable refunds will be handled according to the order circumstances and relevant policies.

10. Damaged Packages and Products

We encourage customers to inspect packages and products after delivery. If your order arrives damaged, contact us as soon as reasonably possible and provide:

• Your order number.
• A description of the damage.
• Clear photographs of the outer packaging and affected product, where possible.
• Photographs of the shipping label, if relevant.

Retain the packaging and affected items while we review the matter, as they may help with the investigation. We will assess the information and explain the next steps. Depending on the circumstances and applicable policy, a resolution may include a replacement, refund, or another appropriate outcome.

Please do not discard the damaged item or packaging before contacting us if it is safe and practical to retain them.

11. Missing, Lost, or Incorrect Deliveries

Tracking Shows Delivered, but the Package Is Missing

If tracking shows delivery but you cannot locate your order:

1. Check the delivery location and nearby safe places.
2. Ask household members, building staff, or reception personnel whether they accepted the package.
3. Review the carrier's delivery information.
4. Contact Avenelle Support if the package remains missing.

We may need to review tracking details or a carrier investigation before determining the appropriate next step.

Package Appears Lost in Transit

If tracking remains inactive or the shipment appears lost, contact us with your order number and tracking information. We will review available information and, where appropriate, seek clarification from the carrier.

Incorrect Item Received

If you receive an item different from the one ordered, contact us with your order number and photographs of the item received and its packaging, where possible. We will review the issue and explain the appropriate resolution under our applicable policies.

12. International Shipping, Customs, and Import Charges

Where international shipping is available, a shipment may be subject to customs clearance, import duties, taxes, or other charges imposed by the destination country.

Unless checkout explicitly states that such charges are included, customers should not assume customs duties or import taxes are included in the displayed shipping fee.

Customs inspections, import procedures, and local regulations may affect delivery times. These processes are controlled by the relevant authorities and may be outside Avenelle's control. International delivery is available only where checkout offers a shipping method for the destination.

13. Shipping Costs and Payment

Shipping charges depend on the selected method and the destination available at checkout.

• Standard Shipping: $5 USD.
• Express Shipping: $10 USD.

Applicable shipping charges should be displayed during checkout before the purchase is completed. If checkout displays a different charge, review the selected service and destination before paying. Contact us if you believe the displayed charge is incorrect.

For payment-related information, visit our Payments Policy.

14. Changes After an Order Is Placed

After an order has been submitted, changes to the shipping address, delivery method, or other order details may not always be possible. Contact us promptly if you need a change. We will review the order status and determine whether it can be made before dispatch.

Once an order has been handed to the carrier, rerouting or delivery changes may depend on the carrier's available services and rules. We cannot guarantee changes after fulfillment has started.

15. Shipping Policy and Returns

This Shipping Policy explains shipping methods, processing, delivery estimates, and shipping-related issues. Returns, refunds, and eligibility for returned products are governed by our Returns & Refunds Policy.

Our general return window is 30 days from delivery, subject to the eligibility requirements and conditions stated in that policy.

For return instructions and refund information, please visit the Returns & Refunds Policy.

16. Contact Us for Shipping Assistance

If you have questions about shipping destinations, processing, tracking, delays, damaged packages, or delivery problems, contact our support team.

For faster assistance, include your order number and the email address used at checkout. Please do not send passwords or full payment card details.

17. Social Media

You can follow Avenelle through our official social media channels:

• TikTok: @avenelle3
• YouTube: Avenelle on YouTube

For private order information, delivery concerns, or shipping complaints, contact us by email or through our official Contact Us page rather than posting personal details publicly.

18. Other Important Links

For more information about shopping with Avenelle, please visit:

• Home
• About Us
• Contact Us
• Shipping Policy
• Returns & Refunds Policy
• Payments Policy
• Privacy Policy
• Terms of Service
• Frequently Asked Questions
• Track Your Order

19. Shipping Policy Summary

Delivery estimates are not guaranteed. Actual availability, shipping charges, and delivery times depend on the destination, selected shipping service, and circumstances affecting fulfillment.

20. Thank You for Shopping with Avenelle

Thank you for choosing Avenelle. We appreciate your order and aim to provide clear shipping information and helpful support throughout the delivery process.

If you need assistance with an order or shipment, please contact us through our official Contact Us page.