Shipping policy
Thank you for shopping with Aveyro.co.
This Shipping Policy explains how we process, ship, and deliver orders placed through aveyro.co.
In addition to your statutory consumer rights, eligible orders are covered by our Safe Delivery Guarantee, as described below.
Nothing in this policy or our Safe Delivery Guarantee limits or replaces any rights you may have under applicable consumer protection laws.
Order Processing
Orders are normally processed within:
1–2 BUSINESS DAYS
Processing time is separate from shipping time.
Orders are generally not processed on weekends or public holidays.
During periods of unusually high demand, promotions, holidays, or other exceptional circumstances, processing may take slightly longer.
If a significant delay affects your order, we will contact you where reasonably possible.
Shipping Destinations
We currently ship to:
European Union countries only
Shipping availability may vary by destination.
Available shipping methods, estimated delivery times, and applicable shipping charges will be displayed before you complete your purchase.
Estimated Delivery Times
After your order has been processed and dispatched, estimated delivery times within the European Union are:
Standard Shipping: 7–10 BUSINESS DAYS
These delivery windows are estimates rather than guaranteed delivery dates unless we expressly state otherwise.
Occasional delays may occur due to carrier disruptions, customs procedures, severe weather, public holidays, high shipping volumes, or other circumstances outside our reasonable control.
Shipping Costs
Shipping charges are calculated and displayed at checkout before you complete your purchase.
Any available free-shipping promotion or minimum-order threshold will be clearly displayed on our website.
We will not charge undisclosed mandatory shipping fees after your order has been placed.
Safe Delivery Guarantee
Your Order Is Protected While It’s On Its Way to You
We want you to shop with confidence.
Eligible Aveyro orders are covered by our Safe Delivery Guarantee while they are in transit.
If your order is:
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Lost in transit
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Damaged during delivery
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Delivered with the wrong item
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Missing an item from the order
please contact us as soon as reasonably possible at:
Please provide:
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Your order number
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A description of the issue
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Relevant tracking information, where available
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Clear photographs or video where appropriate
We will review and investigate the issue with the delivery provider where necessary.
Where your claim is confirmed or otherwise eligible, we will provide an appropriate solution, which may include a replacement or refund.
The Safe Delivery Guarantee is provided at no additional charge and does not affect your statutory consumer rights.
Safe Delivery Guarantee Exclusions
Our Safe Delivery Guarantee does not normally apply where a delivery issue was caused by circumstances within the customer's control, including:
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Providing an incorrect or incomplete delivery address
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Failing to collect a parcel after reasonable carrier notifications
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Refusing delivery without a valid reason
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Requesting delivery to an unsafe or unauthorized location
We will still review each situation reasonably and will comply with any obligations required by applicable consumer law.
Nothing in this section limits your statutory rights where the delivery problem was caused by us or the delivery provider.
Order Tracking
Where tracking is available, you will receive tracking information after your order has been dispatched.
Tracking information may take approximately 24–72 hours after dispatch to begin showing updates, depending on the carrier.
If tracking has not updated for an extended period, please contact:
We will assist you in checking the status of your shipment.
Multiple Packages
In some circumstances, products from the same order may be shipped separately.
If this happens:
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You will not be charged additional shipping fees unless clearly disclosed before purchase
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You may receive more than one tracking number
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Packages may arrive on different dates
If part of your order arrives and another item appears to be missing, please check your shipping confirmation for additional tracking numbers before contacting us.
VAT, Customs and Import Charges
Depending on the destination country, order value, shipping origin, and applicable tax or customs rules, VAT, customs duties, import taxes, or other charges may apply.
Any taxes, duties, or import charges that we collect from you will be clearly displayed before checkout where required.
If your order may be subject to additional import charges that are not collected by us, we will provide appropriate information before purchase where required by applicable law.
Customers should not be charged costs that were not properly disclosed before purchase where applicable consumer law requires advance disclosure.
Delivery Address
Customers are responsible for providing a complete and accurate delivery address.
Please carefully check your:
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Full name
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Street address
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House or apartment number
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City
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Postal code
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Country
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Telephone number
before completing your order.
If you notice an error after placing your order, contact us as soon as possible at:
We will do our best to correct the address before fulfilment, but we cannot guarantee that changes can be made once an order has entered fulfilment or has been dispatched.
Incorrect Address or Failed Delivery
If an order cannot be delivered because the customer provided an incorrect or incomplete address, please contact us.
Where permitted by applicable law, additional shipping costs may apply if a parcel needs to be re-sent because of incorrect delivery information provided by the customer.
This does not apply where the delivery problem was caused by Aveyro or our delivery provider.
Delayed Orders
Occasional shipping delays may occur because of:
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Carrier disruptions
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Customs inspections
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Severe weather
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Public holidays
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High shipping volumes
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Transportation disruptions
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Events outside our reasonable control
If your order has not arrived within the expected delivery window, please contact:
We will review the tracking information and investigate with the delivery provider where appropriate.
Nothing in this section limits any statutory right you may have if your order is not delivered within an agreed or legally required period.
Lost Packages
If your tracking information indicates that your parcel may have been lost in transit, please contact us at:
We will investigate the shipment with the delivery provider.
Where the package is confirmed as lost, or where we remain responsible for delivery under applicable consumer law, we will provide an appropriate remedy, which may include a replacement or refund.
Customers will not be required to resolve a carrier loss directly where the legal responsibility for delivery remains with us.
Eligible lost-in-transit orders may also be covered by our Safe Delivery Guarantee.
Packages Marked Delivered but Not Received
If tracking shows your package as delivered but you cannot locate it, please:
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Check the stated delivery location.
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Check with other members of your household.
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Check with neighbours where appropriate.
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Check any safe place or delivery location you authorized.
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Check for any carrier delivery notice.
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Contact us at support@aveyro.co.
We will assist with an appropriate investigation and may contact the delivery provider for delivery confirmation.
Depending on the circumstances and applicable consumer law, we may provide an appropriate remedy where the parcel cannot reasonably be located or delivery cannot be confirmed.
Damaged Packages
If your order arrives damaged, please contact us as soon as reasonably possible at:
Please include:
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Your order number
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A description of the damage
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Clear photographs or video of the item and packaging where possible
Please retain the product and packaging while your claim is being reviewed, as the delivery provider may require additional information.
Where the damage is confirmed, we will provide an appropriate solution, which may include a replacement or refund.
Eligible damaged orders are also covered by our Safe Delivery Guarantee.
Your statutory rights relating to damaged, faulty, defective, or non-conforming goods are not affected.
Missing or Incorrect Items
If your order arrives with an item missing or you receive an item different from what you ordered, please contact:
Please provide:
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Your order number
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Details of the missing or incorrect item
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Clear photographs of the items received and packaging where appropriate
Once we review the issue, we will provide an appropriate solution.
Eligible missing or incorrect orders are covered by our Safe Delivery Guarantee.
Delivery Responsibility
Where required by applicable consumer law, responsibility for the goods remains with Aveyro until they are delivered to you or another person identified by you to receive them.
Different rules may apply where you independently arrange a delivery carrier that was not offered by us.
Nothing in this policy transfers delivery responsibility to the customer earlier than permitted by applicable law.
Returns and Refunds
Returns, product refunds, our 30-Day Results Guarantee, and our Perfect Shade Promise are governed by our separate Returns & Refunds Policy.
Please contact us before returning any product so that we can provide the appropriate return instructions.
Do not send products back without first contacting us.
Your Statutory Rights
Nothing in this Shipping Policy or our Safe Delivery Guarantee is intended to limit, exclude, or replace any rights you have under applicable consumer protection laws.
Customers in the European Union may have additional statutory rights in relation to delivery, lost parcels, damaged products, faulty goods, and non-conforming orders.
Where your statutory rights provide greater protection than our voluntary Safe Delivery Guarantee, your statutory rights will continue to apply.
Contact Us
If you have any questions about this Legal Notice, please contact:
LUVEXON LTD
Trading Name: Aveyro
Email: support@aveyro.co
Registered Office: 128 City Road, London, United Kingdom, EC1V 2NX
Company Registration Number: 17039889
Registered In: England and Wales
Last updated: 19 September 2026