Refund policy
Return shipping costs are paid by the customer, unless the item is defective or incorrect. This page explains how returns and refunds work at Avery and Charles; the same terms appear on our FAQ page.
Can I return my order?
Yes. If you are not fully satisfied with your purchase, you may request a return within 30 days from the day your order is delivered, provided the return meets the following requirements:
- All parts, components and packaging are included, exactly as the product was received.
- The product is in its original condition, unworn and unused, with all original tags still attached and in its original packaging. Damage caused by careless handling is not covered.
- Please try clothing on indoors over your own underwear, try shoes on a carpeted floor, and leave every tag attached. Items worn outdoors cannot be accepted unless they are defective.
We reserve the right to refuse returned items where there is evidence that they have been used or damaged beyond a normal check.
How do I start a return?
If your order meets the conditions above, email us at info@averyandcharles.com stating:
- the order number,
- the reason for the return,
- a photo of the item (if it arrived damaged or defective),
- your full name and address.
Our team will confirm your return by email. Returns are sent to: Luna-canada, Reidmosk 10, 9254 JP Hurdegaryp, Netherlands. Please do not return items to the sender address on the parcel. We recommend a tracked postal or courier service. For items that are not defective you pay the return postage, and a prepaid label is not included. For defective or incorrect items we pay it. We do not charge a restocking fee.
Refunds
After we receive and check the return (normally within 2 to 5 business days), we refund the payment method used for the purchase. If all conditions are met, the refund is issued within 10 business days of the return reaching us, in CAD (Canadian dollars).
No fee is charged for the refund. Depending on your bank or payment provider, it can take a further 3 to 10 business days before the amount appears on your account.
Changing or cancelling an order
If your order has not yet shipped, it may still be possible to change or cancel it. Contact us as soon as possible after your purchase and we will do what we can to help. Once the order has shipped we can no longer stop it in transit: in that case, please wait for delivery and then follow the return procedure described above.
Your statutory rights
Consumer protection in Canada is set by each province and territory. There is no general cooling off period for clothing or other goods bought online, so the 30 day return period described here is a policy we offer voluntarily. This policy does not limit any rights you have under the consumer protection laws of the province or territory where you live, including the right to cancel an online purchase in the cases those laws provide and the remedies for goods that are defective or not as described. In Québec, this includes the legal warranty of quality under the Consumer Protection Act.
Damaged or defective items
If your item arrives damaged or defective, contact our customer service with a few photos and a clear description of the problem. If we confirm that the defect is our responsibility, we send a replacement of the same item or refund you in full, at no cost to you. This is a remedy for a defect, not an exchange.
Exchanges
We do not process exchanges. Return the item for a refund and place a new order for the size or color you want.
Contact
Email: info@averyandcharles.com
Estimated response time: within 24 hours on business days
Customer service hours:
Monday to Friday: 9:00 AM to 5:00 PM ET
Business information
Avery and Charles
a trading name of Luna-canada
Reidmosk 10
9254 JP Hurdegaryp
Netherlands
Chamber of Commerce (KvK) number: 96914106
Email: info@averyandcharles.com