Frequently Asked Questions

CLIENT CARE

Frequently Asked Questions

Everything you need to know about ordering, delivery, returns, sizing, bridal, occasionwear and shopping with Aven Row.

Orders & Payments

How do I know my order has been placed? +

Once your order has been successfully placed, you should receive an order confirmation email at the email address provided during checkout. Please check your spam or junk folder if you cannot see it in your inbox.

Can I change or cancel my order? +

If you need to change or cancel an order, contact us as soon as possible at info@avenrow.co.uk . We will do our best to assist before the order enters fulfilment, but changes cannot be guaranteed once processing has begun.

What payment methods do you accept? +

Available payment methods are displayed at checkout. Payment options may vary depending on your location, currency and the payment services available through our Shopify checkout.

Can I use a discount code? +

Where a valid promotional code is available, enter it during checkout before completing your order. Certain codes may be subject to expiry dates, exclusions or minimum-order requirements.

Shipping & Delivery

How long does UK delivery take? +

Orders are normally processed within 1–2 business days. UK orders are generally delivered within approximately 2–4 business days after dispatch. Available delivery services and estimated times are shown at checkout.

How can I track my order? +

Once your order has been dispatched, you will receive a dispatch confirmation email containing available tracking information. Please allow a short period for the courier tracking system to update.

Do you deliver internationally? +

International delivery may be available to selected destinations. Available services, costs and estimated delivery times will be shown at checkout where international shipping is available.

What if my order is delayed? +

Courier disruption, severe weather, public holidays and seasonal demand may occasionally cause delays. If your parcel has not arrived within the expected timeframe, email info@avenrow.co.uk with your order number.

Returns & Refunds

Can I return an item? +

Eligible online purchases may be returned in accordance with our Returns & Refunds Policy. If you wish to return an item, please review our full return conditions and contact Client Care where required.

Can I try on my item before deciding? +

Yes. Clothing may be tried on to assess fit and appearance. Please take care to avoid makeup, fake tan, fragrance, deodorant marks or other substances that may damage or reduce the value of the garment.

How long will my refund take? +

Eligible refunds are processed after the return has been received and reviewed. Once a refund is issued by Aven Row, your bank or payment provider may require additional processing time before the funds appear in your account.

Can sale items be returned? +

Sale and promotional purchases remain subject to applicable consumer rights. Please refer to our full Returns & Refunds Policy for the conditions that apply to your order.

Sizing & Fit

How do I choose the right size? +

Review the size and fit information provided on the relevant product page. If you are between sizes or need more detailed assistance, contact Client Care before placing your order.

Do all Aven Row pieces fit the same? +

Fit can vary depending on silhouette, fabric, construction and design. We recommend checking the individual product description and sizing information before ordering.

Can Client Care help me choose a size? +

Yes. Email info@avenrow.co.uk with the product name and the size information you need help with.

Bridal & Occasionwear

Can bridal items be returned? +

Eligible standard-stock bridal items may be returned in accordance with our Returns & Refunds Policy. Different rules may apply to custom, altered or personalised products where clearly stated before purchase.

How should I try on light-coloured bridal pieces? +

Please take extra care with white, ivory and delicate fabrics. We recommend avoiding makeup, fake tan, perfume, body oils and other products that could mark the garment.

Can you help me choose a look for an occasion? +

Our Client Care team can assist with available product information, sizing and product selection. Email us with the type of occasion and the pieces you are considering.

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