Shipping policy
Shipping & Delivery
At Aven Row, every order is prepared with care. We understand that many of our pieces are chosen for special occasions, celebrations and important moments, so we aim to make your delivery experience as smooth and reliable as possible.
This Shipping & Delivery Policy explains how orders are processed, dispatched and delivered.
Order Processing
Once your order has been successfully placed, you will receive an order confirmation by email.
Orders are normally processed within 1–2 business days. Business days are Monday to Friday, excluding UK public holidays.
Orders placed during weekends or public holidays will begin processing on the next available business day.
During particularly busy periods, promotional events, new collection launches or seasonal holidays, processing may take slightly longer than usual.
Once your order has been dispatched, you will receive a separate dispatch confirmation email containing available tracking information.
UK Delivery
Aven Row delivers throughout the United Kingdom.
Available delivery methods, applicable delivery charges and estimated delivery times will be displayed during checkout before you complete your purchase.
Estimated delivery times begin once your order has been dispatched unless otherwise stated.
Delivery estimates are provided in good faith. However, occasional delays may occur due to courier disruption, severe weather, public holidays, unusually high order volumes or other circumstances outside our reasonable control.
UK Delivery Timeframes
Our standard estimated delivery time for UK orders is generally 2–4 business days after dispatch.
Where an express or alternative delivery service is available, the applicable estimated delivery timeframe will be shown at checkout.
Delivery timeframes are estimates and should not be considered guaranteed delivery dates unless expressly stated otherwise.
Delivery Charges
Delivery charges are calculated and clearly displayed during checkout before payment is completed.
Where complimentary delivery is available, the qualifying order value and any relevant conditions will be displayed on our website or during checkout.
Promotional delivery offers may be introduced, changed or withdrawn from time to time.
Order Tracking
Where tracking is available, your dispatch confirmation email will include a tracking link or tracking number so that you can follow the progress of your delivery.
Please allow some time after receiving your dispatch confirmation for the courier's tracking system to update.
Delivery Address
Please carefully review your delivery information before completing your purchase.
Customers are responsible for providing a complete and accurate delivery address at checkout.
If you notice an error in your delivery address after placing an order, please contact our Client Care team as soon as possible:
We will make reasonable efforts to amend the address before dispatch. However, once an order has entered fulfilment or has been handed to the courier, we may be unable to change its destination.
Missed Deliveries
If nobody is available to receive your parcel, the courier may attempt delivery again, leave the parcel in an authorised safe place, deliver it to a nearby collection point or provide instructions for arranging another delivery.
Please follow any instructions provided directly by the courier regarding a missed delivery.
Safe Place & Alternative Delivery Instructions
Where a courier allows customers to nominate a safe place, neighbour, collection point or alternative delivery preference, these arrangements may be managed directly through the courier's tracking service.
Please ensure that any nominated delivery location is safe and appropriate for your order.
Delayed Orders
Although we aim for every order to arrive within the expected timeframe, events outside our reasonable control may occasionally affect delivery.
Possible causes of delay may include:
- Courier network disruption
- Severe weather conditions
- Transport disruption
- UK public holidays
- High seasonal demand
- Customs processing for international orders
- Other circumstances outside our reasonable control
If your parcel has not arrived within the expected timeframe, please contact our Client Care team at info@avenrow.co.uk and include your order number.
Lost Parcels
If your tracking information shows that your parcel has been delivered but you cannot locate it, please first:
- Check around the delivery property.
- Check any nominated or designated safe location.
- Check with other members of your household.
- Check with neighbours where appropriate.
- Review any delivery photograph or courier notification.
If you are still unable to locate your parcel, contact us as soon as possible at info@avenrow.co.uk.
Please provide your order number and any relevant tracking details so that our team can investigate the delivery with the courier.
Damaged Parcels
If your parcel arrives visibly damaged, we recommend taking photographs of the outer packaging before disposing of it.
If an item inside your parcel has been damaged during delivery, please contact us as soon as reasonably possible at info@avenrow.co.uk.
Please include your order number together with clear photographs showing the item and any damaged packaging so that our Client Care team can assist you.
Incorrect Items
In the unlikely event that you receive an item different from the item you ordered, please contact our Client Care team before returning it.
Email info@avenrow.co.uk with your order number and details of the item received.
Pre-Orders
From time to time, selected Aven Row pieces may be available for pre-order.
Where applicable, the expected dispatch date or estimated availability period will be displayed on the relevant product page before purchase.
Pre-order delivery dates are estimates and may occasionally change.
If there is a significant change affecting your pre-order, we will make reasonable efforts to contact you using the email address associated with your order.
Orders Containing Pre-Order & Available Items
If your order contains both immediately available and pre-order items, the dispatch arrangement may depend on the products and delivery service selected.
In some circumstances, the entire order may be dispatched once all items are available. Where applicable, relevant information will be provided during the ordering process.
International Delivery
Aven Row may provide international delivery to selected countries and territories.
Where international delivery is available, available delivery services, estimated delivery times and applicable charges will be displayed during checkout.
International delivery times can vary depending on the destination, customs clearance, local courier services and other circumstances outside our reasonable control.
Customs, Import Duties & Taxes
International orders may be subject to customs duties, import taxes, local taxes, handling fees or other charges imposed by the destination country.
Where these charges have not been collected as part of your order, they may be payable separately by the recipient.
Aven Row does not control charges imposed by foreign customs or taxation authorities.
We recommend checking the applicable import requirements for your country before placing an international order.
International Customs Delays
International parcels may occasionally be held for inspection or processing by customs authorities.
Customs processing is outside the direct control of Aven Row and may cause delivery to take longer than the original estimate.
Refused & Unclaimed Parcels
If a parcel is refused, left unclaimed or returned to us because the delivery information supplied was incomplete or incorrect, please contact our Client Care team.
Any applicable refund, redelivery arrangement or associated delivery costs will be handled according to the circumstances of the order and applicable consumer rights.
Returns
If you wish to return an item, please refer to our Returns & Refunds Policy for information about return eligibility, timeframes and refunds.
Your Consumer Rights
Nothing in this Shipping & Delivery Policy is intended to restrict or exclude any rights you may have under applicable UK consumer law.
Contact Aven Row
If you have any questions regarding delivery, tracking, an existing order or this Shipping & Delivery Policy, please contact our Client Care team.
Email:
info@avenrow.co.uk
Telephone:
01748 884224
Postal Address:
Aven Row
Grinton
Richmond
North Yorkshire
DL11 6HH
United Kingdom
When contacting us regarding an existing order, please include your order number so that we can assist you as efficiently as possible.
Business Contact Information
Aven Row
Grinton
Richmond
North Yorkshire
DL11 6HH
United Kingdom
Email: info@avenrow.co.uk
Telephone: 01748 884224
Last updated: September 2026