Returns
Read this before you order, not after. Our policy is narrower than most, and we would rather you knew that now than found out later.
The short version
All sales are final unless something is genuinely wrong with your order.
We do not accept returns or exchanges because a piece does not fit, because the size was wrong, or because you changed your mind.
If your order arrives damaged, is not what you ordered, or is significantly delayed, we will put it right. Tell us within 48 hours of delivery and send photographs.
Why it works this way
Avren is a small operation. Pieces are made in short runs and shipped direct from our fulfilment partners, which is how a knitted polo is £60 and not £200. Carrying the cost of returned stock we cannot resell would mean putting every price up.
So we spend the effort at the other end instead. Every product page carries its own measurements, and we will answer a sizing question in plain English if you ask before you buy.
What qualifies
- The piece arrived damaged, torn, marked or faulty
- You were sent the wrong item
- You were sent a different size to the one on your order confirmation
- Your order is significantly delayed, meaning it has passed 15 business days
What does not qualify
- It does not fit, or you ordered the wrong size
- You changed your mind
- The colour reads slightly differently on your screen than it does in the room
- Normal wear, after you have worn it
How we put it right
Depending on the case, we will offer one of the following:
- a replacement, which is what we suggest first whenever the piece is still in stock
- store credit, if you would rather choose something else
- a refund to your original payment method
Shipping fees are not refundable. Items must be unworn and in original condition to be considered.
How to claim
Email support@avren.club within 48 hours of your parcel being delivered, with:
- your order number
- a clear photograph of the whole piece
- a close photograph of the damage or the fault
- a photograph of the label inside the garment
The 48 hours matters. It is what lets us tell a courier problem from a wear problem, and it is the same window our own suppliers hold us to.
If the problem is a delay rather than a damaged parcel, the 48 hours does not apply. Contact us once your order has passed 15 business days.
What happens next
A person reads it and replies within 24 to 48 hours. If the claim stands we sort the resolution straight away and tell you exactly what is happening. If we need anything else we will ask once, not three times.
Cancelling an order
If your order has not entered fulfilment yet we can usually cancel it and refund you in full. Message us quickly, because packing starts within 1 to 4 business days.
Getting the size right first time
Measurements sit on every product page. Take a piece you already own and love, measure it flat, and compare. That beats guessing from a size letter every time.
Our sizing runs small, so if you are between sizes, take the larger one. If you are not sure at all, ask us before you order rather than after.
Nothing on this page affects your statutory rights.