Frequently Asked Questions
Practical information about orders, payments, shipping, returns, refunds, exchanges, sizing, privacy and support.
Orders
Order processing, dispatch, cancellation and address changes.
How long does order processing take?
Orders are usually processed within 1–3 business days.
When will my order be dispatched?
Orders are dispatched within 3 business days.
Can I cancel an order?
You may request cancellation before dispatch by contacting support@avurqi.com. After dispatch, cancellation cannot be guaranteed.
Can I change the delivery address?
You may request an address change before dispatch by contacting support@avurqi.com. Once the carrier has received the parcel, a change may depend on the carrier’s handling process.
Payments
Payment processing and card methods.
Which payment processor is used?
Payments are processed through Stripe.
Which primary card brands are displayed?
Visa, Mastercard, American Express, JCB, Discover and Diners Club. Additional methods may be available where displayed on the Payment or Checkout page.
Shipping
Transit estimates, tracking, fees and parcel issues.
What is the estimated transit time?
Estimated transit time is 7–15 business days after dispatch. This is an estimate rather than a guaranteed arrival date.
Will I receive tracking?
Yes. All orders include shipment tracking. Tracking information is provided after dispatch once tracking data becomes available.
How much is standard shipping?
Standard shipping is 6$. Orders reaching 50 qualify for free standard shipping.
Which carriers may be used?
Orders may be carried by DHL, UPS, FedEx, USPS or YunExpress. The carrier used for an individual order may depend on destination, route and operational arrangements.
What happens if a parcel appears lost?
Contact support@avurqi.com. We review the tracking and investigate with the relevant carrier. If the parcel is confirmed lost, an appropriate resolution will be offered by reshipment or refund.
Returns
Return windows, return costs and product condition.
How long do I have to request a normal return?
For products covered by the normal return policy, contact support@avurqi.com within 14 calendar days after receipt.
Who pays return shipping for a normal non-defective return?
The customer pays the return shipping cost for eligible change-of-mind, size-preference and other non-defective returns.
Who pays if an item is damaged, defective, incorrect or incomplete?
The merchant covers the applicable return shipping cost where the issue is damaged, defective, incorrect or incomplete goods.
Is there a restocking fee?
No. There is no restocking fee.
Do EU customers have a statutory withdrawal right?
Where EU distance-selling rules apply, consumers generally have a 14-day statutory right of withdrawal from receipt. Normal statutory withdrawal return shipping may be paid by the customer where this responsibility was clearly disclosed before purchase. Standard original delivery costs are refunded where required by applicable law; supplementary costs for a more expensive delivery option may be excluded to the extent permitted by law.
Refunds
Refund method and timing.
How long does a refund take to process?
Approved refunds have an internal processing target of within 7 business days after returned goods are received and the necessary review is completed, subject to any mandatory statutory refund deadline. Banks and payment providers may require additional time to display the refund.
How are approved refunds returned?
Approved refunds are generally returned to the original payment method.
Exchanges
Direct exchange options and shipping responsibilities.
Are direct exchanges supported?
Yes. Direct exchanges are supported.
Who pays shipping for a normal exchange?
For a non-defective exchange such as a size or preference change, the customer pays both the return shipping cost and the replacement shipment cost.
Who pays shipping for a problem-goods exchange?
For damaged, defective, incorrect or incomplete goods, the merchant covers the applicable return shipping and replacement shipping costs.
Sizing
General measurement guidance.
Which size labels are covered in the size guide?
The general guide covers S, M, L, XL and XXL. Product-specific size information shown on an individual product page takes priority.
Privacy and Security
Personal data and safe payment communication.
How can I contact you about privacy?
Privacy and data-protection questions can be sent to privacy@avurqi.com.
Should I email card-security information?
No. Do not send a full card number, CVV/CVC, PIN or other security code through ordinary customer-service email.
Customer Support
Support contact and business hours.
How can I contact customer support?
Email support@avurqi.com. Business hours: Monday-Friday, 09:00-18:00.