Frequently asked questions
The questions people actually send us. If yours is not here, message us and it probably will be.
Sizing and fit
How does Avren sizing run?
Small. Our pieces come from the same supply chain as most direct sourced menswear, and that sizing runs tighter than UK high street. We recommend sizing up.
I am between sizes. What do I do?
Take the larger one. Every time. If you want a second opinion, send us your usual size and a brand you wear well and we will tell you what we would pick.
Where do I find the measurements?
On the product page itself, under the size chart. Every piece has its own, because a polo and a full zip do not measure the same way.
What is the best way to pick a size?
Take a piece you already own and love, lay it flat, and measure the chest and the length. Compare that against our chart. It is far more reliable than guessing from a letter.
Can I exchange it if the size is wrong?
No. We do not do exchanges or returns for sizing or fit. That is exactly why we push measurements so hard before you order, and why we tell you to size up. The returns page sets it out in full.
Delivery
What does delivery cost?
A flat £3.99 on every order, to every country we ship to.
How long does it take?
We pack within 1 to 4 business days, then delivery takes 5 to 15 business days. Most orders arrive within 7 to 10 days of your tracking code coming through.
Why has my tracking not updated?
Tracking can take a few days to activate after dispatch. A quiet tracking page in the first 48 hours is normal.
Why did my order arrive in two parcels?
We work with more than one fulfilment centre, so pieces in the same order can ship separately and arrive on different days. Each parcel has its own tracking number.
Where do you ship?
The United Kingdom, all 27 European Union countries, and a shortlist beyond that including Switzerland, Norway, the United States, Canada, Australia and Japan. The full list is on the delivery page.
Will I pay customs charges?
Not inside the United Kingdom. Outside it, import VAT or a handling fee may apply, set by your country rather than by us, and not included in the £3.99. Switzerland and Norway are the most likely.
My order is late. When should I worry?
Contact us once it has passed 15 business days. Before that it is almost always still moving.
Can I change my delivery address?
Email us within 24 hours of ordering and we will fix it. After that the order has entered fulfilment and we cannot reroute it.
Returns and problems
What is your returns policy?
All sales are final unless something is genuinely wrong. We put right anything that arrives damaged, is not what you ordered, or is significantly delayed, reported within 48 hours of delivery with photographs. We do not accept returns or exchanges for sizing, fit or change of mind.
Why is it so strict?
Because absorbing the cost of unsellable returned stock would mean putting every price up. We would rather keep the price honest and spend the effort on measurements and on answering sizing questions properly.
My order arrived damaged. What now?
Email support@avren.club within 48 hours with your order number, a photograph of the whole piece, a close photograph of the damage, and a photograph of the label inside.
What will you offer me?
A replacement, store credit, or a refund, depending on the case. Where the piece is still in stock a replacement is usually the quickest way to sort it. Shipping fees are not refundable.
My order says delivered but I do not have it.
Check with neighbours and anywhere your carrier leaves parcels first. If it is still missing, send us your tracking number and we will take it up with the carrier.
Can I cancel an order?
If it has not entered fulfilment, yes, in full. Packing starts within 1 to 4 business days, so tell us quickly.
The clothes
Why is there no branding?
Because that is the whole idea. No logo on the chest, nothing on the sleeve. The only marking is a woven label inside the neck. A piece that does not announce itself ages better and works harder in a small wardrobe.
What are the pieces made from?
Fabric and composition are listed on every product page, under the description. We do not describe something as a fibre it is not.
How should I wash them?
Care instructions are on each product page. As a rule, knitwear prefers a cool wash and drying flat, and linen prefers a cool wash and coming out of the machine promptly.
Will you restock a sold out piece?
Sometimes, but never assume it. Runs are short. If you want to know, join the list and you will hear before anyone else.
Do you make anything other than menswear?
Not at the moment. A short rotation, cut to work together, is deliberate.
Orders and payment
What payment methods do you take?
All the usual cards, plus the express wallets shown at checkout.
Is my card safe?
Yes. Payments are processed by Shopify and its payment partners over an encrypted connection. We never see or store your card number.
I have not had a confirmation email.
Check spam first, then check the address you typed. If it is still missing, message us with the name and rough time of the order and we will find it.
How long do replies take?
24 to 48 hours, and a person reads every one.
