Delivery & Returns
Delivery Rates
UK Standard Delivery = £3.95
UK Express Delivery = £8.95
UK Islands = £12.95
Free on orders above £50
Europe = £17.95
North America and Canada = £42.95
Rest of the World = £73.95
Delivery Times
UK = 2 - 3 days
Europe = 3 - 7 days
DHL International = 5 - 10 days
If you haven’t received your order
UK
If it has been more than 7 working days and you have not received your product, please contact our customer care team at customercare@aviela.co.uk. Please note that processing times may increase occasionally when there is especially heavy demand, e.g. around the holidays.
Outside UK
Please allow at least 28 working days for your order to arrive before contacting our customer care team at customercare@aviela.co.uk.
Customs and import charges
For orders outside of UK, you may be liable to pay local taxes and duties on receipt of your order, for which Aviela cannot accept liability.
Not available to accept delivery
If you are not available to accept delivery of your order, the mail carrier may leave it with a neighbour or at your local sorting post office. They would usually post a card with details through your letterbox.
Returns and Exchange
If you are not completely satisfied with your order, we can offer either a refund or exchange providing that goods are returned to us within 21 days of purchase. Please be aware that due to hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition.
Items should be returned unused and in a saleable condition for a full refund within 21 working days of purchase.
You will be required to organise and pay for the return of the items to us. You will need a return number and further instructions, so before doing so please contact our customer care team (customercare@aviela.co.uk)
Our Return address is:
Aviela Skincare Ltd, Unit 13 The Enterprise Centre, Cranbourne Road, Potters Bar, Herts, EN6 3DQ
Processing time
We aim to handle all returns within 5 working days of receiving your parcel. With orders placed using a credit card, it will take 5 working days for the refund to reflect on your account once it has been processed.
Wrong Delivery
If we’ve mistakenly sent you something other than what you ordered, please contact our customer care team (customercare@aviela.co.uk) as soon as you receive your parcel, together with relevant photographs if possible.
Photographs help us to react quickly to any order issues, as well as to substantiate any claim we may need to lodge.
Missing Item
We try to be very conscientious but occasionally mistakes do happen. If an item is missing (and you weren’t made aware of a stock shortage) or you’ve received something other than what you were expecting, please make our customer care team aware of any issues (customercare@aviela.co.uk) as soon as possible; attaching photographs if relevant.
For missing items, once we verify that is the case, we will arrange a dispatch of the relevant product as quickly and as soon as we possibly can.
Good Damaged in Transit
We want all of our orders to reach their destinations in perfect condition. If your order arrives damaged, please email photographs as soon as possible – including details of any leaks, breakages or signs that the outer parcel has been tampered with. Please retain the product and packaging until the issue has been resolved.
Please send relevant images to customercare@aviela.co.uk so we can arrange prompt dispatch of a duplicate item if necessary.