Refund policy

Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Condition of Returns (The "Security Tag" Policy) To be eligible for a return, your item must be in the exact same condition that you received it: unworn, unused, and with all original accessories (dust bags, boxes, etc.) included.

Important: All Avantelle footwear is dispatched with a Red Security Tag (or Tyvek band) attached.

  • Do not remove this tag until you are certain you are keeping the item.

  • If this tag is removed, broken, or tampered with, we cannot accept the return, as the item will be considered "used" and no longer in its original condition.

Diminished Value Please try on shoes on a carpeted surface only. If items are returned with new scuffs, damage to the sole, or without the security tag, we reserve the right to deduct up to 100% of the refund value to reflect the diminished value of the goods, in accordance with the Consumer Contracts Regulations 2013.

How to Start a Return To start a return, you can contact us at info@avantelle.co.uk. If your return is accepted, we will provide you with instructions on how to send your package.

  • Return Shipping: The customer is responsible for the cost of return shipping. We strongly recommend using a tracked and insured service (such as Royal Mail Special Delivery), as we cannot refund items that are lost or damaged during transit back to us.

  • Items sent back to us without first requesting a return will not be accepted.

Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items Certain types of items cannot be returned:

  • Items where the Security Tag has been removed.

  • Personalized or custom-made items.

  • Personal care goods (such as beauty products).

Sale Items Under UK Distance Selling Regulations, you have the right to cancel and return online orders for sale items within 14 days. However, the same strict condition and security tag rules apply. If a sale item is returned used or without the tag, a refund will not be issued.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union & UK Cooling-Off Period You have the right to cancel or return your order within 14 days of receiving it for any reason. As mentioned above, you must return the goods to us within 14 days of notifying us.

  • We will refund the basic cost of outbound delivery (the cheapest standard delivery method).

  • We do not refund the cost of return shipping or any premium/express delivery charges you selected at checkout.

Refunds We will notify you once we’ve received and inspected your return.

  • If approved (tag intact, condition unchanged), you’ll be automatically refunded on your original payment method within 10 business days.

  • Please remember it can take some time for your bank or credit card company to process and post the refund too.

  • If more than 15 business days have passed since we’ve approved your return, please contact us at info@avantelle.co.uk.