Frequently Asked Questions

1.HOW DO I CONTACT AVELIAJEWELS REGARDING MY ORDER?
Whatever happens to your order, you can contact us by service@aveliajewels.com It is important to provide us with your email and telephone number, order number or tracking number so we can check the status of your order.

2.WHEN WILL MY ORDER BE SHIPPED OUT?
Please allow up to 7-10 business days for your order to be processed and shipped.
During high seasons or sales events it may take 2-4 business days to ship.

3.WHAT SHIPPING METHODS DO YOU OFFER?
We use DHL to ship your orders.

4.WHAT IS THE ESTIMATED DELIVERY TIME?
We aim to ensure that you receive your order as quickly as possible.

Once your order submitted successfully, our warehouse processes your order on the same working day. It is then picked, packed, and dispatched.

Please note delivery times vary depending on your location and the possible courier screening that the package goes through.

Our standard delivery times (3-5 working days) are estimates and may vary due to external factors outside of Rwflame, and our courier’s, control.

These factors may include but are not limited to, extreme weather conditions and technical failures.

5.HOW DO I CANCEL MY ORDER?
Please initiate a cancel request from your personal center. If the order has already been shipped out, we would request delivery fee for each package. Please refer to the Return Page for additional information.

6.WHAT IF I DON'T RECEIVE MY ORDER?
Please contact the carrier to see if they have delivered the item to the right address.

Meanwhile, we also recommend sending us your phone number so we can put a claim against the carrier to search for your package.

Generally, the search result should take one week.

7.WHAT IF I HAVE RECEIVED A DAMAGED ORDER?
Please initiate a return request from your personal center and within 3 working days after receiving your package.

Note any visible damages (scrapes, dents, etc.) or operationally damaged (the system will not work), take the digital photographs and provide Aveliajewels with proof of the damage in detail as this will assist us in processing your order refund quickly.

8.WHEN CAN I EXPECT A REFUND DEBITED TO MY ACCOUNT ONCE I RETURN THE ITEM?
Once you are authorized to return an item back to us, please pay close attention to the return tracking number.

Once the item is delivered to our warehouse, we will issue you the refund in 3-5 business days.

9.WHAT IS THE WARRANTY OF MY ITEM?
All items at www.aveliajewels.com come with a guarantee 1 year warranty from the date of purchase. We will cover any cost occurred due to item quality issue.

10.WHAT IF I CAN’T PAY BY CREDIT CARD?
If you are unable to make the payment by credit card, alternatively we suggest using a bank debt card or Paypal to finish the order.

11.WILL AN INVOICE BE INCLUDED IN MY PACKAGE?
There will be no invoice in your package. If you want to request for an invoice, please contact our customer service for a screenshot of your order details.