Refund policy

Returns & Refunds Policy

In accordance with applicable US Federal Trade Commission (FTC) regulations and New York General Business Law (GBL) §§ 349–350.

1. Return Window

Aveline offers a 90-day return window from the date you receive your order. You may return any eligible item within this period without needing to provide a reason, provided the conditions below are met.

To initiate a return, please notify us through one of the following channels:

  • Email: contact@avelinee.store — include your full name, order number, and the item(s) you wish to return
  • Return form available at: avelinee.store

2. Return Conditions

Premium women's footwear (heels, flats, sandals, pumps, mules, boots and party shoes):

  • Shoes must be unworn and in their original condition — no signs of use of any kind.
  • The outer soles must be completely clean and free of any scuffs, scratches, dirt, or marks from contact with floors or outdoor surfaces.
  • The insoles and lining must show no signs of wear — no imprint of the foot, no pressure marks, no residue.
  • The uppers (leather, fabric, suede, or synthetic) must be free of scratches, creases from flexion, stains, and odors.
  • Heels must be intact, with heel caps undamaged and showing no marks from hard floors.
  • All original packaging must be present and intact: shoe box with lid, original tissue paper, and any dust bags, shoe bags, or accessories (replacement heel tips, insole cushions, care cards) included with the pair.
  • Original tags and labels must be attached and undamaged.
  • Both shoes of the pair must be returned together.

All items:

  • The return request must be submitted within 90 calendar days of receiving the order.

Non-returnable items:

  • Shoes showing any signs of wear: scuffed or dirty soles, creased uppers, foot impressions on insoles, or odors.
  • Items with damaged or missing heel caps.
  • Items returned without the original box, tissue paper, or accessories.
  • Items with tags removed or damaged.
  • Customized or personalized footwear made to the customer's specifications.
  • Sale or clearance items explicitly marked as final sale at the time of purchase.

3. Return Process

  1. Contact our team at contact@avelinee.store or via the return form at avelinee.store, providing your order number and the items you wish to return.
  2. Our team will review your request and respond within 1 to 3 business days with confirmation and return instructions.
  3. Once confirmed, repack the shoes in the original box with all original packaging and accessories, and ship the parcel to the address we provide.
  4. After we receive and inspect the returned item, we will process your refund or exchange as described below.

4. Return Shipping Costs

  • Defective or incorrect item: Aveline covers all return shipping costs.
  • Change of mind / voluntary return: Return shipping costs are the customer's responsibility. We recommend using a tracked shipping service.

5. Refunds

Once the returned item is received and inspected, Aveline will process the refund within 14 calendar days of receiving the return.

Refunds will be issued to the original payment method used at checkout. Original shipping costs will not be refunded in cases of voluntary returns, unless the entire order is returned due to a defect or error attributable to Aveline. Please allow 3–10 additional business days for the refund to appear in your account, depending on your bank or payment provider.

6. Exchanges

If you would like to exchange an item for a different size, color, or style, indicate this in your return request. Exchanges are subject to availability. If the requested item is not available, a full refund will be issued.

7. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us at contact@avelinee.store within 48 hours of receiving the order. Include photos documenting the condition of the product and packaging.

Aveline will arrange, at no additional cost, the shipment of a replacement product or, if unavailable, a full refund including original shipping costs.

8. Cancelled Orders or Out-of-Stock Products

If a product is unavailable at the time of order processing, Aveline will notify you by email and cancel the order, issuing a full refund within 14 calendar days via the original payment method.