Last updated: September 1, 2026
Orders and Products
1. What is AVENNORE?
AVENNORE is an online fashion retailer operated by 苏州维恋依服饰有限公司, a business established in China. Legal and contact information is available in our Privacy Policy, Terms and Conditions, and Company Information section.
2. How do I choose the correct size?
Use the size guide on each product page and compare the listed garment or body measurements with a similar item that fits you well. Product-specific guidance takes priority over a general size conversion.
3. Are product colors exactly the same as they appear online?
We aim to display colors accurately, but screen settings, lighting, fabric texture, and production batches can cause minor differences.
4. Can I change or cancel an order?
Contact support@avennore.com immediately. We will try to make the change or cancel before dispatch, but we cannot guarantee changes once processing begins. After dispatch, use the return process.
5. What happens if an item is out of stock after I order?
We will contact you and either remove and refund the unavailable item or cancel and refund the affected order. We will not substitute a different product without your agreement.
Shipping
6. Which countries do you ship to?
We ship only to countries shown in the checkout country selector. Our intended supported list contains 45 destinations in North America, the United Kingdom and Europe, the Middle East, Asia, Oceania, and Africa. Latvia and all destinations not shown at checkout are not supported.
See the Shipping Policy for the full list.
7. Is shipping free?
Yes. Eligible orders to supported destinations receive Free Standard Shipping with no minimum order threshold.
Free shipping is available only when the destination, address, parcel weight and dimensions, and carrier route pass checkout validation.
8. Will I pay duties or import taxes on delivery?
For supported destinations, AVENNORE covers import VAT/GST, customs duties, customs-clearance fees, and carrier handling fees. You should not be asked to pay additional import charges on delivery.
If someone asks you to pay an import charge, contact us before making payment.
9. How long does shipping take?
Most orders are processed within 1–3 business days. Typical international delivery is estimated at 7–20 business days after dispatch, unless a different estimate is shown at checkout or in your dispatch confirmation.
These are estimates and may be affected by customs, holidays, weather, address issues, or carrier disruption.
10. Which carrier do you use?
Our primary international carrier is SF Express. A local partner may complete final-mile delivery in some destinations.
11. How do I track my order?
After dispatch, your SF Express tracking number will appear in your shipping confirmation email and, where available, in your AVENNORE account.
12. Why did my order arrive in more than one package?
We may split an order because of parcel limits, inventory location, product type, or carrier requirements. Separate packages may have different tracking numbers and delivery dates. You will not be charged extra shipping for an authorized split shipment.
13. Can I change my shipping address?
Contact us immediately. We cannot guarantee address changes after processing begins and normally cannot reroute a parcel after dispatch.
14. What should I do if tracking says delivered but I cannot find the package?
Check the delivery location, household members, neighbors, building reception, and any carrier notice. Then contact us promptly with your order number so we can review the tracking and request a carrier investigation if appropriate.
Returns and Refunds
15. What is your return period?
You may request a return within 30 calendar days after delivery, subject to the eligibility conditions in our Returns and Refund Policy.
EU and UK consumers also retain applicable statutory withdrawal rights.
16. Are returns free?
For change of mind, size, fit, or preference, you are normally responsible for return shipping.
If the item is confirmed faulty, damaged, incorrect, or misdescribed, AVENNORE will provide the remedy and return-cost treatment required by applicable law.
17. How do I start a return?
Use the Return / Withdrawal Request page or email support@avennore.com with your order number and the item you want to return. Wait for approval and the correct return address before sending anything.
18. Do you offer exchanges?
We do not currently offer direct exchanges. Return the original item and place a new order for the preferred size, color, or product.
19. When will I receive my refund?
After the return is received and inspected, approved refunds are normally submitted within 5 business days. Your bank or payment provider may then take an additional 5–10 business days to display the funds.
Any shorter mandatory legal deadline will be followed.
20. What if my item is damaged, faulty, incorrect, or missing?
Contact us as soon as reasonably possible, preferably within seven days, with your order number and clear photos. We will investigate and provide an appropriate remedy. This preferred reporting period does not reduce mandatory legal rights.
21. Can Final Sale items be returned?
Items clearly marked Final Sale may be excluded from change-of-mind returns where lawful. Faulty, unsafe, incorrect, or misdescribed items remain subject to mandatory rights.
22. What happens if I refuse delivery or do not collect the parcel?
We will wait for the parcel to return and be inspected. We do not automatically reship it. A refund may be reduced by actual non-refundable return-to-sender or carrier handling costs only where permitted by law and supported by carrier records.
Payment, Privacy, and Support
23. Which payment methods do you accept?
Available methods are shown at checkout and may vary by country, currency, browser, and device. They may include PayPal and other payment options configured on the website.
24. Is my payment information secure?
Payments are processed by third-party payment providers. AVENNORE generally does not receive or store full payment-card numbers. Please see our Privacy Policy for more information.
25. Can I pay in my local currency?
The website may display or accept selected currencies. The final checkout currency and amount are shown before you place the order. Your bank or payment provider may charge a conversion fee.
26. How do you use cookies?
Strictly necessary cookies support the cart, login, security, and checkout. Optional analytics or advertising cookies are used only if enabled and, where required, after consent. See the Cookie Policy and Cookie Preferences tool.
27. How can I contact AVENNORE?
Email: support@avennore.com
Telephone: +86 182 6175 9400
Include your order number when contacting us about an order.