Return & Refund

How to make a return

1. Go to the Avinci Returns Portal to get started.

2. Enter your 4-digit reference number from your Avinci order email, then enter either your postcode or the email address used for your order.

3. Select the order and item(s) you’d like to return.

4. Choose a return reason and select from the options available in the portal.

5. Download or print your return label. Any return fees will be shown before you complete your request.

6. Pack your item(s) securely, include your order number inside, and keep your proof of postage.

7. Track your return using the tracking details provided by your carrier.

Before you start: Your reference number is usually the 4 numbers next to a # in your Avinci order confirmation email. In the portal, enter this reference number and either the postcode/ZIP code for your order or the email address used at checkout.
Start your return

Returns policy

  • Return Timeline: Returns should be completed within 14 working days of receiving the item. Once we receive and review your return, the refund will be processed within 7-14 working days.
  • Return Conditions:
    • The items must be in their original, unused condition (unworn and unwashed).
    • Underwear, swimwear, pierced jewelry, and accessories cannot be returned due to hygiene reasons.
    • All returns should be in their original packaging.
    • Tags must remain intact.
  • Sale Items: Unfortunately, we do not accept returns on sale items or gift cards.

Order Cancellation

  • Orders cannot be canceled right before delivery, as per company policy. You can cancel your order within 24 hours of placing it.

Refund Tracking

  • Once your refund is processed, you will receive an email confirmation. Please note that it can take 7-14 working days for the payment to appear in your account, depending on your card issuer.
  • If Refund Doesn't Appear: If your refund hasn't shown up in your account within 7-14 working days, please contact us with your order details, and we will assist you further.

Exchanges

  • If you're not satisfied with an item, we do not offer direct exchanges. You can return the item (if eligible) and place a new order for the desired item.

Order Issues

  • Faulty Item: If you notice that an item is faulty, please contact our Customer Care team immediately with your order details, the faulty item’s name, serial number, and a description of the issue. If you report the fault after the 7-day return window, please reach out to our support team.
  • Incorrect Item: If you received the wrong item, please return it, and once we receive it, we will issue a refund.
  • Gift Voucher Returns: Gift vouchers cannot be returned unless they were purchased from the same account. Please contact Customer Care if you received a voucher as a gift.
  • Return Without Form: You can return items without a return form. Please reach out to Customer Care or refer to our Return & Refund Policy for further details.

Payment Issues

  • Declined Payment: If your payment is declined, please attempt to place the order again. We cannot process an order with a declined payment. Double-check your details, and if the issue persists, contact your card issuer. If needed, our Customer Care team is available to assist you.