The answers to the questions we are asked most often. If yours is not here, write to us at support@maisonavrel.com.
Delivery
Where do you deliver?
We deliver across the United Kingdom: England, Scotland, Wales and Northern Ireland.
How much does delivery cost?
Delivery is complimentary on every order.
How long will my order take?
Orders are prepared within 1–3 working days. Estimated delivery is approximately 8–18 working days from the day your order is confirmed.
Will my order arrive in one parcel?
Each piece is sent to you directly, so the items in one order may arrive in separate parcels.
How do I track my order?
As soon as a parcel has been dispatched you will receive a tracking number by email.
My order has not arrived. What should I do?
If your order has not arrived after 18 working days, write to us at support@maisonavrel.com with your order number and we will look into it at once. More detail is on our delivery page.
Returns & refunds
Can I get a refund?
Yes. You have 30 days from the day your order is delivered to tell us you would like a refund. On a first request we usually refund you in full and you do not need to send the piece back.
Is there a limit?
A refund without a return is offered once per customer and for one piece. For any further request, or for a request covering more than one piece, we will ask you to send the piece back, unworn and with its tags, using a prepaid label that we provide. Damaged, faulty or wrong items are always replaced or refunded.
Do I have to pay for return shipping?
No. We never ask you to pay to send anything back. Please wait for our reply before sending anything.
How do I start a refund?
Email support@maisonavrel.com with your order number, the reason for your request and a photo of the piece. Please do not send anything back before we have replied.
When will I receive my refund?
Refunds are made to your original payment method within 14 days of us agreeing your request or, where we have asked for the piece back, within 14 days of receiving it. Full details are on our returns page.
Sizing
Which size should I choose?
Clothing comes in letter sizes (XS to XXL) and shoes show both EU and UK sizes. The size guide has a conversion table and body measurements in centimetres.
I am between two sizes. Which one should I take?
Fits vary from piece to piece, so check the garment measurements in centimetres on each product page. If you fall between two sizes, or you like a relaxed fit, take the larger size. For trousers, choose by your waist and hip measurements.
Can you help me choose?
Yes. Message us with your measurements and we will tell you which size to order.
Orders & payment
Do your prices include VAT?
Prices include VAT where applicable.
Which payment methods do you accept?
The payment methods available for your order are shown at checkout.
Can I change my order after placing it?
Write to us as soon as possible at support@maisonavrel.com with your order number and we will tell you what is possible.
Contact
How can I reach you?
Email support@maisonavrel.com or use the form on our contact page. We are available Monday to Friday, 10am–6pm (UK time), and reply within 24 working hours.