FAQ

Frequently Asked Questions

About Us & Our Service

1. Who are we?
We are a global online retailer offering home furniture, children’s supplies and premium pet goods. We focus on safe, practical and stylish products for modern families worldwide.

2. Where do you ship from?
We operate multiple fulfilment warehouses globally. Your order will be dispatched from the warehouse closest to your delivery address for faster transit.

3. To which countries do you deliver?
We offer worldwide delivery covering most countries and regions.

Payment & Security

4. What payment methods do you accept?
We accept major credit cards including Visa, Mastercard, American Express and other mainstream payment methods.

5. Are there any hidden taxes or fees at checkout?
The price displayed at checkout is what you pay us directly. Import duties and local taxes may be collected by customs upon arrival and are the buyer’s responsibility.

6. Is my payment information secure?
Our website uses SSL encryption and follows PCI-DSS standards to fully protect your personal and payment data.

Shipping & Delivery

7. What shipping carriers do you use?
We use trusted trackable courier services for all orders.

8. How can I track my order?
Once dispatched, you will receive an email containing your tracking number and tracking link for real-time updates.

9. How long does delivery take within Europe?
Typically 7–10 working days for orders shipped to European addresses.

10. How long does international delivery take?
Global delivery generally ranges from 7–20 working days, depending on destination and customs clearance.

11. Do you ship within the EU?
Yes, orders to EU destinations are shipped from our available European warehouses where applicable.

Returns & Refunds

12. What is your return policy?
We offer a 30-day return window calculated from the order date. Items must be unused, complete with all original packaging and accessories.

13. How do I initiate a return?
Email our support team: service@averilohome.com to request return instructions.

14. How long does refund processing take?
Once we receive and inspect returned goods, refunds are processed within 3–5 business days.

15. How will I receive my refund?
All refunds are returned to the original payment method used for checkout.

16. What if I receive a defective or incorrect item?
Contact us within 48 hours after delivery with clear photos showing the issue. We will arrange replacement or full refund including eligible return shipping fees.

Custom / Made-To-Order Products

17. Do you provide custom size / custom specification products?
Yes, selected items support custom dimensions and custom requirements. Check individual product pages for options.

18. How to place a custom order?
Custom options are shown on relevant product pages. Select specifications before checkout, or email us for bespoke quotations.

19. How long does custom production take?
Custom orders add 2–3 working days production time. Lead times may extend up to 5 working days during peak periods.

20. Can I return custom-made goods?
Custom-made items are final sale and cannot be returned unless defective or produced incorrectly by our team.

Product Information & Sizing

21. What materials are your products made from?
Materials vary per product. Detailed material descriptions are listed on each product page.

22. What sizes are available?
Dimensions and size options are displayed on each product listing.

23. How do I confirm suitable dimensions?
We recommend checking dimension charts on product pages and measuring your space before ordering.

Contact & Bulk Orders

24. How can I contact customer service?
For pre-sales and after-sales support please email: service@averilohome.com

25. Do you offer bulk order discounts?
Yes, special pricing is available for bulk purchases. Email us for a custom quotation.

26. My question is not listed here.
Feel free to email our team anytime for further support.

General

27. What if my parcel is lost or delayed in transit?
Send us your order number and we will liaise with the courier to investigate.

28. When will my order be processed?
Orders begin processing after payment confirmation. Custom orders start production immediately once confirmed.

29. Can I modify or cancel my order after checkout?
Contact us right away. Changes or cancellation are only possible if the order has not entered processing or custom production.

Averilo Home Team