Shipping policy
At Avelune, we want your order to reach you safely and as smoothly as possible. This Shipping Policy explains how orders are processed, shipped and delivered.
Order Processing
Once your order has been placed and payment has been successfully received, your order will begin processing.
Orders typically require processing time before they are dispatched. Processing times may vary depending on the product, supplier, weekends, public holidays and periods of high demand.
Once your order has been dispatched, you may receive shipping or tracking information where available.
Delivery Times
Estimated delivery times will be provided where available.
Please note that delivery times are estimates rather than guaranteed delivery dates, unless we expressly state otherwise.
Delivery may occasionally take longer due to circumstances outside our reasonable control, including courier delays, severe weather, public holidays, customs processes or periods of unusually high demand.
If your order is taking significantly longer than expected, please contact us at support@avelunepets.com and we'll look into it for you.
Shipping Costs
Any applicable shipping charges will be clearly displayed during checkout before you complete your purchase.
From time to time, Avelune may offer free shipping or other shipping promotions. Any conditions relating to these promotions will be displayed on our website.
Multiple-Item Orders
Some Avelune products may be fulfilled separately.
If you purchase multiple products in the same order, they may occasionally arrive in separate packages or at different times.
You will not be charged additional shipping fees after completing your purchase simply because we fulfil an order in multiple packages.
Tracking
Tracking information will be provided where tracking is available for your chosen product and delivery service.
Please allow some time after receiving your tracking information for the courier's tracking system to update.
If you experience problems with your tracking information, contact support@avelunepets.com.
Incorrect Shipping Information
Customers are responsible for providing accurate and complete shipping information when placing an order.
Please check your name, delivery address and postcode carefully before completing your purchase.
If you notice an error after placing your order, contact support@avelunepets.com as soon as possible.
We will try to correct the information before dispatch, but we cannot guarantee that changes can be made once an order has entered processing or been shipped.
Delayed Orders
Occasional shipping delays can occur.
If your order has not arrived within the expected timeframe, please contact us and we will investigate the delivery.
Where appropriate, we will work with our delivery partners and suppliers to determine the status of your order and provide an appropriate solution.
Your statutory consumer rights are not affected.
Lost or Damaged Packages
If you believe your package has been lost during transit or your order arrives damaged, please contact us as soon as possible at support@avelunepets.com.
Please provide your order number and, for damaged deliveries, photographs of the item and packaging where appropriate.
We will investigate the issue and arrange an appropriate solution in accordance with your consumer rights.
International Shipping
Avelune currently primarily serves customers within the United Kingdom.
If international shipping is made available, the countries we deliver to and any applicable shipping charges will be shown at checkout.
International orders may be subject to customs duties, import taxes or other charges depending on the destination country. Where applicable, responsibility for these charges will be made clear during the purchasing process and in accordance with applicable law.
Returns
For information about returning an order, please refer to our Returns & Refund Policy.
Please contact us before returning an item so that we can provide the appropriate instructions.
Contact Us
If you have any questions about shipping or the status of your order, please contact:
Avelune Customer Support
support@avelunepets.com
Please include your order number when contacting us so we can assist you as quickly as possible.
Avelune
For Every Companion