AVLENuk

We are a small business and all our products are handmade per order to avoid any fabric waste, meaning that our lead times are a little longer. Please check scheduled dispatch dates at checkout to avoid any disappointments. We do our best to handmake and dispatch all orders as quickly as possible. If you need your orders to arrive sooner please contact us first as we cannot guarantee this after the order is placed.
Thank you for your patience, support and understanding

ITEMS YOU WILL NOT BE ABLE TO CANCEL/RETURN/EXCHANGE

- FACE MASKS due to hygiene reasons
- MADE TO MEASURE ORDERS - Curtains & Blinds
- BESPOKE ORDERS - orders that have been amended to customer's specific requirements i.e size, colour, finish etc.
- FABRICS SOLD PER METRE AND SAMPLES
- READY MADE PRODUCTS THAT HAVE BEEN ALTERED IN SIZE OR DESIGN ON CUSTOMERS REQUEST

READYMADE PRODUCTS:

All readymade products are individually handmade in UK, therefore can slightly vary in size or colour. We strongly advise that you read the full item description to find out the measurements, fabric composition and washing instructions as well as return / exchange policy on each individual item.

FABRICS: Due to the nature of pure natural fibers and dyes used in making our fabrics, there is a possibility that the colour may fade in the wash or from the exposure to the direct sunlight. Fabrics can also slightly shrink in the wash so prewashing the fabric is highly advisable. Natural fabrics can contain slubs or small imperfections which are part of the fabric and can not be classed as faulty. We have a very high quality control procedures and all orders are checked over twice.
Each order's weight is recorded for protection reasons and will be weight again after it arrives back in our workshop in case of a refund/exchange.
We will not be able to proceed with the refund/exchange if we believe that the item has been tempered with i.e fabrics sold per metre.

MADE TO MEASURE BESPOKE ORDERS:

We will create bespoke listings after the consultation with our customer, therefore we advise that you read the listing carefully and make sure all information is correct before you purchase the item. All bespoke made to measure services for roman blinds, curtains and table linen is not returnable or exchangeable due to the item being made to customer's specifications and cannot be resold.

PHOTOS & CONTENT & DESIGN:

All products are carefully thought about and designed by AVLEN. Photos seen on our website are all taken by AVLEN and we reserve all rights
as well as all our written content.
We try to represent all our photos and their colours as best as we can however colours will vary between computer screens which is out of our control

AFTER CARE INSTRUCTIONS:

All readymade products require special care therefore customers must strictly follow the aftercare which is instructed under each individual product description. We will not be responsible for the failure of the product if it isn't washed or cared for as advised. Linen is a durable fabric but also delicate and needs extra care.

DELIVERY & RETURNS:

At AVLEN we use Royal Mail services for most of our orders. Bigger purchases will be sent via another courier, most likely Hermes.

We will not be responsible for any mistakes or incomplete delivery addresses provided by the customer which may result in order being lost and not reaching the customer.
If you do not receive your order within 10 working days after receiving a dispatch note, please let us know as we will be able to assist in case of lost or delayed deliveries.

IMPORTANT: If you contact us more than two weeks after the dispatch note about unreceived item, we may not be able to help resolve the issue and in some cases offer replacement. The time frame for lost parcels claim as a business is limited so we will not be able to help if you leave it too late to let us know.

RETURNS & EXCHANGES:

We hope that you like your purchases however if you are not entirely happy with your ready-made product we will gladly accept returns for a full refund / exchange within 28 days from original payment date. You must contact us first and the item must be in it's original state otherwise the return can be refused and customer will be reliable for the loss.

RETURNS CONDITIONS:

Please note we will only accept returns on ready-made products which are returned in new/unused condition and in its original packaging.
Sadly we would not accept returns on bespoke made-to-measure products.
If you return your purchase after the periods outlined above we reserve the right to refuse a refund.
We guarantee high quality of our products which are individually handmade in our Kent based workshop, however if you believe your purchase has arrived faulty or not as described please contact us first to discuss your return / replacement.
Refund will be credited back to your original payment method.

DELIVERY CHARGES FOR RETURNED ITEMS:

You will be entitled to a full refund, provided you meet the terms of this policy mentioned above. We are unable to provide a refund of the delivery charges for your returns unless items are faulty. We do not accept liability for any items that do not reach our workshop neither can we accept liability for any items that may be returned in error. We recommend that you return items via a recorded delivery service and retain the proof of postage. Please make sure all returns are well packaged to avoid any damage made during delivery transit.

LEAD TIME:

We aim to dispatch all our orders within 1-5 working days. We will occasionally change our lead time if we are experiencing large volume of orders which will be specified under each item or at the checkout. For exact lead time please check individual listings. Bespoke orders can take around 2-4 weeks depending on the item. If we have to wait for customer's own fabric, the time will count from the day we receive the fabric. Please ask us if you need any orders urgently.

PACKAGING:

We try our best to improve the way we wrap your orders and it is very important to us to be as Eco as possible. So far we have managed to use only paper for all our packaging unless the item is fragile, this might require a recyclable, biodegradable plastic bag or bubble wrap.

We love to hear how you feel about out products and how they help you live more naturally, it is super important for us to keep learning and developing ideas so if you have any feedback please let us know we would love to hear from you.
Photos and reviews in our Etsy store are very important, but if you have any issues with your products, please note we will work our best to try and resolve any issues so please contact us first.

Thank you for supporting our business.

AVLEN - Linen Home Living