Refund policy
Last updated: 23 September 2026
Our returns policy is in addition to your rights under the Australian Consumer Law. Nothing in this policy limits those rights.
If something is wrong with your item
If an item is faulty, arrives damaged or is not what you ordered, you are covered by the consumer guarantees under the Australian Consumer Law and we pay the return postage. Email support@avelinamode.com with your order number and a photo of the problem.
For a major problem you can choose a refund or a replacement. For a minor problem we will repair, replace or refund within a reasonable time. These rights are not limited to 30 days. They apply for as long as is reasonable for the item.
If you have changed your mind
You have 30 days from the day your order arrives to tell us you want to return it, and then 14 days to post it back. Change of mind returns are accepted when the item is:
- unworn and unwashed, with all original tags and packaging
- free of makeup, deodorant, fragrance and pet hair
- for shoes: tried on indoors only, with clean soles and the original box
- in a condition that allows us to sell it again
For change of mind returns you pay the return postage. Returns go back to our warehouse in China, so this is international postage. We recommend a tracked service, because we cannot refund an item that never reaches us.
How to start a return
- Email support@avelinamode.com with your order number and the items you want to return.
- We reply within 1 business day with the return address and instructions.
- Post the item within 14 days using a tracked service and keep your tracking number.
Please wait for our reply before sending anything. Parcels that arrive unannounced are easily lost and we cannot process them.
Refund timeline
Once we have received and checked the item, we refund within 14 days to your original payment method and email you to confirm. Your bank or card provider may take a few extra days to show the refund on your statement.
Exchanges
We do not offer direct exchanges, because the returned item first travels back to our warehouse. The fastest way to get a different size or colour is to return the item and place a new order. If you are unsure about a size, email us with your measurements before you order and we will advise.
Items that cannot be returned for change of mind
Items that have been worn, washed, altered or damaged after delivery cannot be returned for change of mind. Your rights under the Australian Consumer Law for faulty items are not affected.
Business information
Trading name: Avelinamode
Company name: Lumivaro Limited
Business registration number (Hong Kong): 80869010
Address: Flat 5, 4/F, Won Hing Building, 74-78 Stanley Street, Central, Hong Kong
Customer service and contact
Email: support@avelinamode.com
Phone: +61 488 895 589
Contact form: here
Customer service hours
Monday to Friday: 9:00 am to 5:00 pm AEST/AEDT
Saturday and Sunday: 11:00 am to 4:00 pm AEST/AEDT
We aim to answer every enquiry within 1 business day.