Shipping policy
Delivery & Shipping Policy
We ship worldwide from the United Kingdom. Shipping charges are calculated at checkout. Orders delivered internationally may be subject to additional duties, taxes and customs fees.
Please note: We have temporarily paused consumer shipments into the EU.
1. Order Amendments
You can amend your order details during the ordering process up until you click “Pay now”.
Once an order has been placed, we begin processing it promptly, which means changes may not always be possible. If you need to make a change, please contact us as soon as possible, providing your order number and details of your request. We will do our best to assist you.
2. Delivery Charges
Delivery charges vary depending on the type of goods ordered and the delivery destination.
Product prices displayed on our website exclude delivery charges. Applicable delivery costs will be displayed in your shopping bag and at checkout.
For deliveries outside mainland UK, delivery charges will be agreed with you before the transaction is completed.
Our prices include VAT at the applicable UK rate. International orders are subject to the relevant tax arrangements for the destination country.
Customers are responsible for any import duties, customs fees, local taxes or additional delivery charges that are not calculated at checkout. Foreign transaction fees may also apply to card payments made outside the UK.
We recommend checking with your local customs authority before placing an international order, as additional charges may apply. These charges may be invoiced directly by the courier or your appointed customs broker.
If you are purchasing a gift for delivery to someone else, please make the recipient aware that additional customs charges may be payable.
We cannot predict or control customs charges imposed by destination countries. Estimated delivery times are therefore guidelines only, and customs clearance may cause delays.
3. Delivery Process
We will send you an email confirmation when your order has been dispatched.
Goods will be delivered to the address specified when placing your order. Please ensure that your delivery address is accurate and complete.
Orders are normally sent by a registered delivery service and require a signature upon receipt.
We aim to deliver your goods by the estimated delivery date provided. However, delivery times are not guaranteed.
We aim to deliver orders within 30 days from the day after your order is received. If delivery is delayed beyond this period, we will contact you to agree on an acceptable alternative delivery date or offer a full refund, as applicable.
If your goods do not arrive when expected, please contact us as soon as possible so that we can investigate and assist.
4. Risk and Ownership
Risk of loss or damage to goods transfers in accordance with applicable law.
For consumer orders, goods generally remain at our risk until they are delivered to you or to a person nominated by you to receive them, subject to applicable legal exceptions.
Ownership of goods transfers in accordance with the applicable terms of sale and payment arrangements.
Nothing in this policy limits any rights you may have under applicable consumer protection law.
5. Cancellation Rights
If you wish to cancel an order, please contact us in writing or through another durable form of communication.
Your cancellation rights depend on the nature of the goods and the circumstances of your purchase. Under applicable consumer legislation, you may have the right to cancel certain online purchases within the statutory cancellation period.
Certain products, including bespoke or personalised goods and items made to your specifications, may be exempt from cancellation rights where the relevant legal conditions apply.
If you have already received your goods and wish to cancel your order, please contact us to arrange a return.
If your order has already been processed for delivery, please contact us as soon as possible. Where cancellation is permitted, we will provide instructions for returning the goods.
Returned goods should be packaged securely. Return costs and responsibility for return shipping will depend on the circumstances and applicable legal requirements.
Refunds will be processed in accordance with our returns policy and applicable law.
6. Cancellation by Avenida Home
We reserve the right to cancel or decline an order in circumstances where:
- We have insufficient stock to supply the goods ordered.
- We are unable to deliver to the specified destination.
- Goods have been listed at an incorrect price due to a typographical error or inaccurate pricing information.
If we are unable to fulfil your order, we will notify you by email and refund any amount paid where a refund is due. Refunds will be processed in accordance with applicable law.
7. Tracking Your Delivery
Once your order has been dispatched, you will receive a confirmation email containing your tracking number.
For UK deliveries, we use Royal Mail and UPS. For international deliveries, we use UPS and FedEx.
You can track your parcel using the tracking number provided in your dispatch confirmation email. Tracking may also be available through the “My Account” section of our website.
If you experience any problems tracking your parcel or believe your order has been lost, please contact us directly. We will do our best to assist.
8. Changing Your Delivery Address
Once your order has been dispatched, we are unable to guarantee that it can be redirected to an alternative address.
Please check your delivery details carefully before completing your purchase. If you need to make a change after placing your order, contact us immediately. We will advise whether the amendment is possible before dispatch.
9. How Your Order Is Shipped
Orders are sent by courier and normally require a signature upon receipt.
If you are unable to sign for your delivery, the delivery company will leave instructions explaining how to collect your items or arrange another delivery.
Please follow the courier's instructions carefully to avoid unnecessary delays or additional charges.
10. International Deliveries
We deliver worldwide, although delivery availability may vary by destination.
If your country does not appear as a delivery option at checkout, please contact us. We are continually working to expand our international shipping coverage.
International orders may be subject to customs clearance procedures, import duties, local taxes and other charges imposed by the destination country. These charges may be payable before your goods can be released or delivered.
Please check the applicable import requirements and potential charges before placing your order.
Delivery estimates for international orders may be affected by customs inspections and clearance procedures.
11. Contact Us
If you have any questions about delivery, shipping charges, order amendments, tracking or international shipping, please contact our customer service team.
Avenida Home
Telephone: +44 (0) 1225 480 980
Email: ask@avenidahome.com
We are always happy to help with enquiries about your order.
This policy should be read alongside our Terms & Conditions and Returns Policy. Nothing in this policy excludes or restricts any rights that cannot legally be excluded under applicable consumer protection legislation.