FAQ
How do I find my order number?
If you have an Aovila account, simply log in and select “My Orders” in the drop-down menu under your name. There, you may find the order number. If you have not yet created an account, you can create one anytime with the same email address used to place the order.
Also note that with every order, we will send an order confirmation email to the same email used to make the purchase. Be sure to check all inboxes as sometimes an email can make its way to the junk/spam folder.
Can I change my order?
If you want to make any adjustments to your address or your order, please be sure to reach out to us at contact@aovila.com as soon as possible before your order is shipped. Feel free to reach out to us within an hour of placing your order and we will try our best to accommodate the change before the order is processed.
Please note that we do our best to process and ship orders as soon as possible. Therefore, we are unable to guarantee the change.
Payments - What payment methods do you accept?
Paypal and major credit cards are both supported, for detailed payment info, kindly check here. If you have any questions or concerns, please don't hesitate to reach out at contact@aovila.com.
What is the delivery timeline?
Due to the high volume of shipments at this time, it may take around 7-15 business days to process and ship your order. We will keep you updated and provide a tracking number so that you can follow it's journey to you once shipped. For detailed shipping countries, duration and cost, please check here.
Which countries do you ship to?
We ship internationally so we've got you covered! If you have a specific inquiry about your country, please reach out at contact@aovila.com.
What is your return policy?
If the item is defective or you received the wrong order:
Our apologies! Please email your order number and a photo of the defective or incorrect piece to contact@aovila.com we will happily resolve this for you asap.
If you simply don’t like our products, all returns must be:
Unopened and have no signs of cleaning or damage. The item(s) must also be in its original condition with any tags and original packaging included.
Please return your in the original packaging it came in (or smaller). Please avoid oversized or large boxes which can increase the shipping costs. Aovila will not be responsible for increased fees due to large packaging and reserves the right to deduct additional shipping fees from the refunded amount when applicable. Should the returned item not meet the above return guidelines, Aovila has the right to deny a return and have the item re-shipped to customers.
Note:
We accept returns and exchanges, if you are not satisfied with the goods, take pictures of item, and give your reasons, please be sure to reach out to us at contact@aovila.com.
Do you have a warranty?
Under our warranty, we’ve got you covered! This means that for 6 months from the date of purchase, we’ll take care of your product if any damage to the material or the workmanship of the item occurs. Just contact us and we’ll send you a replacement.
We work with top manufacturers to create handcrafted, ethically sourced pieces that are made to last. We’re confident in the quality of our product hence the 6-month coverage. This also means that the warranty does not cover lost items, scratches that come with normal usage, improper use or storage of your product, and any modification to your product done by a third party outside of Aovila.
Note: Items purchased through a third-party vendor (outside of Aovila.com) will not be covered under Aovila’s warranty. Please reach out to the company the items were purchased from.
How can I reach you?
For all inquiries and comments, please do not hesitate to reach out to our care team at contact@aovila.com.
If you have an Aovila account, simply log in and select “My Orders” in the drop-down menu under your name. There, you may find the order number. If you have not yet created an account, you can create one anytime with the same email address used to place the order.
Also note that with every order, we will send an order confirmation email to the same email used to make the purchase. Be sure to check all inboxes as sometimes an email can make its way to the junk/spam folder.
Can I change my order?
If you want to make any adjustments to your address or your order, please be sure to reach out to us at contact@aovila.com as soon as possible before your order is shipped. Feel free to reach out to us within an hour of placing your order and we will try our best to accommodate the change before the order is processed.
Please note that we do our best to process and ship orders as soon as possible. Therefore, we are unable to guarantee the change.
Payments - What payment methods do you accept?
Paypal and major credit cards are both supported, for detailed payment info, kindly check here. If you have any questions or concerns, please don't hesitate to reach out at contact@aovila.com.
What is the delivery timeline?
Due to the high volume of shipments at this time, it may take around 7-15 business days to process and ship your order. We will keep you updated and provide a tracking number so that you can follow it's journey to you once shipped. For detailed shipping countries, duration and cost, please check here.
Which countries do you ship to?
We ship internationally so we've got you covered! If you have a specific inquiry about your country, please reach out at contact@aovila.com.
What is your return policy?
If the item is defective or you received the wrong order:
Our apologies! Please email your order number and a photo of the defective or incorrect piece to contact@aovila.com we will happily resolve this for you asap.
If you simply don’t like our products, all returns must be:
Unopened and have no signs of cleaning or damage. The item(s) must also be in its original condition with any tags and original packaging included.
Please return your in the original packaging it came in (or smaller). Please avoid oversized or large boxes which can increase the shipping costs. Aovila will not be responsible for increased fees due to large packaging and reserves the right to deduct additional shipping fees from the refunded amount when applicable. Should the returned item not meet the above return guidelines, Aovila has the right to deny a return and have the item re-shipped to customers.
Note:
We accept returns and exchanges, if you are not satisfied with the goods, take pictures of item, and give your reasons, please be sure to reach out to us at contact@aovila.com.
Do you have a warranty?
Under our warranty, we’ve got you covered! This means that for 6 months from the date of purchase, we’ll take care of your product if any damage to the material or the workmanship of the item occurs. Just contact us and we’ll send you a replacement.
We work with top manufacturers to create handcrafted, ethically sourced pieces that are made to last. We’re confident in the quality of our product hence the 6-month coverage. This also means that the warranty does not cover lost items, scratches that come with normal usage, improper use or storage of your product, and any modification to your product done by a third party outside of Aovila.
Note: Items purchased through a third-party vendor (outside of Aovila.com) will not be covered under Aovila’s warranty. Please reach out to the company the items were purchased from.
How can I reach you?
For all inquiries and comments, please do not hesitate to reach out to our care team at contact@aovila.com.