Refund policy
Last updated: 27 June 2026
We hope you’re happy with your purchase. If for any reason you’re not completely satisfied, we’re here to help.
This Returns & Refunds Policy explains how returns, refunds and exchanges work when you shop with us. This policy is provided in addition to your statutory rights under UK consumer law.
30-Day Returns
You may request a return within 30 days of receiving your order.
To be eligible for a return under our voluntary 30-day returns policy, items must:
- Be unused, unworn and in their original condition.
- Be returned with the original packaging, labels and any included accessories.
- Be suitable for resale.
You may try footwear on indoors to check the fit. Please take care not to mark the soles or damage the shoes or packaging.
These conditions do not affect your statutory rights where an item is faulty, damaged, not as described or not fit for purpose.
Please contact us before returning an item so that we can provide the correct return instructions and return address. Returns sent without contacting us first may be delayed.
How to Start a Return
To request a return, please contact our customer support team by email and include:
- Your order number.
- The item or items you wish to return.
- The reason for your return.
We will provide return instructions and the correct return address.
Return Shipping
If you are returning an item because you changed your mind, ordered the wrong item or selected the wrong size, you will be responsible for the return shipping costs.
We recommend using a tracked delivery service and keeping proof of postage until your return has been completed.
If the item is faulty, damaged, not as described or different from what you ordered, we will cover reasonable return shipping costs or provide an appropriate return method.
Refunds
Once we receive your returned item, it will be inspected before your refund is processed.
If your return is approved, your refund will normally be issued to your original payment method within 1–7 business days.
Where you exercise your statutory right to cancel, your refund will be issued without undue delay and no later than 14 days after we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.
Depending on your payment provider, it may take a few additional business days for the refund to appear in your account.
Original delivery charges are normally non-refundable unless the return is due to our error, a faulty product or the exercise of your statutory cancellation right.
If you cancel your entire order under your statutory cancellation right, we will refund the cost of our least expensive standard delivery option. Any additional amount paid for express or premium delivery will not be refunded.
Exchanges
If you would like to exchange an item for a different size, colour or product, please contact our customer support team before returning your order.
Exchanges are subject to product availability.
If the requested replacement is unavailable, we may offer a refund instead.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged during delivery or different from what you ordered, please contact us as soon as possible and provide:
- Your order number.
- A clear photograph of the item.
- A brief description of the issue.
After reviewing your request, we will arrange an appropriate solution in accordance with your statutory rights. This may include a repair, replacement or refund, depending on the circumstances.
Order Cancellation
If you wish to cancel an order, please contact us as soon as possible.
Orders that have not yet been dispatched can usually be cancelled.
Once an order has been dispatched, we may be unable to stop the delivery. You may still exercise your statutory right to cancel within the applicable cancellation period and return the item in accordance with this policy.
Your Statutory Rights
Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015.
If goods are faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement or refund in accordance with applicable UK consumer law.
For more information, please refer to the official Consumer Rights Act 2015.
14-Day Cooling-Off Period
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your purchase within 14 days of receiving your goods without giving any reason.
Our 30-day returns policy is provided in addition to these statutory rights.
For more information, please refer to the official Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Contact Us
Email: support@aveour.co.uk
Phone: +44 7789 774745
Business hours: Monday–Saturday, 8:00 am–6:00 pm (London time)
Business address: 11 Cobwells Close, Fleckney, Leicester, England, LE8 8UF
Please contact us before returning an item. The business address above may not be the return address.