FAQ

HOW QUICKLY CAN YOU ANSWER MY QUESTION?

We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.

HOW LONG IS THE PROCESSING PERIOD?

Orders are processed within 4 to 6 business days after the day you place your order. Processing means your order is checked, packed, and forwarded to our logistics partner. During busy periods such as holidays and promotions, processing may take a little longer.

HOW LONG WILL DELIVERY TAKE?

Once your order has shipped, delivery inside the United States usually takes 7 to 16 business days. For the rest of the world, delivery usually takes 7 to 21 business days. These times are additional to the processing period and do not include weekends or public holidays.

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?

Once an order is placed our warehouse staff may pack and ship it quickly, so it is not always possible to process address change requests. If you notice an error, please email us at avenue24store@gmail.com as soon as possible with your name and order number so we can try to correct your package before it departs. There is no guarantee we can make the change once it leaves our warehouse, but we will do everything we can.

CAN I CANCEL MY ORDER?

Once an order is placed we are not able to cancel it after 30 minutes, as it may already have entered processing. Email us at avenue24store@gmail.com as soon as possible and we will do what we can.

WILL MY ORDER COME IN ONE PACKAGE?

Depending on the size of your order you may receive separate packages, which can arrive 1 to 2 business days apart.

WHAT HAPPENS IF AN ITEM IS OUT OF STOCK?

If any of your items are out of stock, we will email you to let you know when we expect to ship them. If the items are not expected to be restocked within 2 weeks, we will automatically refund you for those items.

HOW CAN I TRACK MY ORDER?

Use the Track Your Order link in the main menu and enter your tracking number to see where your package is. Your tracking number is emailed to you once your order ships. If you need further assistance, we are always happy to help.

WHY IS MY TRACKING NUMBER NOT WORKING?

Tracking numbers can take a few days to activate, and some foreign postal systems do not update a package location in our carrier systems. International delivery usually takes 7 to 21 business days from dispatch, so please allow that window. If your order is domestic and the tracking number does not work, let us know so we can confirm your items shipped correctly.

THE TRACKING SAYS DELIVERED, BUT I HAVE NOT RECEIVED MY ORDER?

Please check with anyone else at your address and with your local post office first, as parcels are often held there. If you still cannot locate it, contact us with your name and order number and we will open an investigation with the carrier.

I RECEIVED A DAMAGED ITEM, WHAT DO I DO?

We are sorry your shipment did not arrive in perfect condition. Please inspect your order on arrival and contact us immediately with your name, order number, and a photo of the item so we can evaluate the issue and make it right.

WHAT DO I DO IF SOMETHING IS MISSING FROM MY ORDER?

If any purchased items are missing or damaged, please contact us immediately so we can resolve it. Our 30 day return window runs from the delivery of your order, so please get in touch within that time frame. Use the Contact Us page or email us at avenue24store@gmail.com.

WHAT IS YOUR RETURN POLICY?

You have 30 days from the day your order arrives to request a return. Items must be unused, in their original packaging, and accompanied by proof of purchase. Approved refunds are returned to your original payment method within 10 business days. Customers in the European Union also have a 14 day cooling off period.

HOW DO I CONTACT YOU?

Email us at avenue24store@gmail.com or use the Contact Us page. We reply to most messages within 24 hours.