Return & Refund policy
At Ava & Mason London, customer satisfaction is very important to us. If for any reason you are not completely satisfied with your purchase, you may request a return in accordance with the policy below.
Please read our return conditions carefully before submitting a return request.
1. Return Eligibility
To qualify for a return, the following conditions must be met:
- Items may only be returned after they have been physically received by the customer
- Products must be unused, unwashed, undamaged, and returned in their original condition
- All original tags, labels, and packaging must still be attached
- Trying on items is permitted, but items must not show signs of wear
- Returns of products intentionally ordered in multiple sizes with the intention of partial returns may be refused
We reserve the right to reject returns that do not meet these conditions.
2. Return Request Process
To request a return, please follow the steps below:
Step 1 — Contact Us
Send your return request to:
within 14 days of receiving your order.
Please include:
- Your order number
- The item(s) you wish to return
- The reason for the return
Step 2 — Receive Return Instructions
Once your request has been reviewed, you will receive the return address and further instructions from our support team.
Please note that returned items may need to be sent to one of our international fulfillment partners.
Step 3 — Ship the Return
Customers are responsible for all return shipping costs, including:
- International shipping fees
- Customs duties or import charges (if applicable)
- Any carrier handling fees
We strongly recommend using a tracked shipping method, as we cannot process refunds for returns that are lost in transit without proof of shipment.
3. Refunds
Once your returned item has been received and inspected, we will notify you regarding the approval of your refund.
If approved:
- Refunds will be processed to the original payment method
- Please allow up to 14 business days for the refund to appear in your account, depending on your payment provider
Shipping costs are non-refundable unless otherwise required by law.
4. Incorrect Address Information
Customers are responsible for providing the correct shipping address at checkout.
- If an incorrect address is entered, please contact us within 24 hours of placing your order
- Once an order has been processed or shipped, address changes may no longer be possible
We are not responsible for orders delivered to the address provided by the customer.
5. Lost or Delivered Packages
If tracking information confirms that a package has been delivered to the address provided at checkout, Ava & Mason London cannot be held responsible for lost or stolen packages.
We recommend contacting the shipping carrier directly if you experience delivery issues.
6. Contact Information
If you have any questions regarding returns or refunds, please contact us:
Ava & Mason London
Email: support@avamasonlondon.com
Customer Support Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT)