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Shipping and delivery policy

Shipping policy

At AVA, we are committed to delivering your orders with speed and care. Please review our shipping policy below.

How much does shipping cost?

Free shipping: Enjoy complimentary shipping on all orders with a total shopping cart value exceeding £50. This offer is automatically applied at checkout, ensuring a seamless shopping experience.

Standard shipping charges: For orders with a shopping cart value under £50, a flat rate of £7 (inclusive of VAT) will be charged. This rate is applicable for all Mainland UK orders.

Where do you ship to?

We only deliver to the United Kingdom to Mainland UK addresses. Unfortunately, UK carriers do apply additional delivery surcharges to certain areas which we cannot avoid, which we need to pass on.

These areas include the following locations: Scottish Highlands, Scottish Islands, Isle of Man, Isle of Wight and Northern Ireland. If you live in one of these areas, please contact Customer Service for a quotation before ordering, as the surcharge varies by location.

We are sorry, but we do not currently ship to the Channel Islands.

Do you ship to P.O. box addresses?

We do not offer shipping to P.O. boxes.

When will my order be processed?

Orders must be submitted and paid for before 13:00 p.m. during a business day to meet shipping criteria for processing on that same day. Orders placed after this time or on a weekend day or holiday will be processed the following business day.

How long does it take to deliver my order?

Orders can take between 2-3 business days (excluding weekends and holidays) to deliver. We strive to process and dispatch your orders promptly. Should you have any queries or require assistance, our Customer Service team is here to help.

What are the steps involved in the processing and shipping of an order?

The shipping process involves picking, packing, and getting the order ready for shipment. Once the order is picked up by the courier, it is considered ‘shipped’. The amount of additional time for delivery will depend on the courier’s schedule. Order processing time applies to all orders and may delay orders depending on order volume.

How can I track my order?

Once an order is shipped, tracking information will be sent to you automatically.

Can I cancel or make changes to an order?

Normally, once an order is placed, we are unable to cancel your order or make any changes. However, if you would like to cancel an order, please contact our Customer Service as soon as possible. Please make sure all information is correct before placing your order.

What to do if I did not receive my order?

If you did not receive your order or the tracking information states ‘delivered’ and you have not received the order, please get in touch with Customer Service to request assistance. We may request your assistance in the form of a statement to file a missing order claim on your behalf.

What to do if my order arrives damaged?

Please contact Customer Service via the website to request assistance. Any item(s) that arrives damaged will need to be reported within ten days of delivery. We may request pictures in order to file a damage claim. Example: a picture of the box and/or damaged item(s).

What to do if I'm missing an item(s) from my order?

Please contact Customer Service to request assistance. Any item(s) that are missing will need to be reported within ten days of delivery.

If I bought something from the AVA website, can I return it at a local store?

No, purchases from our online site and any physical stores are considered separate. Any item(s) purchased at a physical store will need to be addressed with that store directly.

What couriers do you use for delivery?

We reserve the right to use several couriers depending on our requirements. Once the item(s) are shipped you will receive a tracking number with the details of the relevant courier.

What methods of shipping do you offer?

We currently only have one standard shipping offer, which is delivery in 2-3 business days within Mainland UK.