Help & FAQs

Normally, an email with your tracking number will be sent to your account email address once the order is shipped out.

If you did not receive this email, you can check the following situations:

1. Please check whether the email address you used to placed the order is correct.

2. Please check your junk folder to see whether the email was misplaced.

3. Please check the order status in your account to see whether it is shipped.

Please note that we only accept order changes within 12 hours of placing an order, and order cancellations within 3 days. If you cancel your order after 3 days, we will charge 20% of the order value as a processing fee.

If you would like to cancel an order, please refer to the order details or order confirmation email.
Please contact customer service before we process your order to avoid additional charges; once your order leaves our warehouse, we cannot make any changes to your order, you must wait until it arrives. Once your order is delivered, you have 30 days to request a return for a refund if the order was not paid for with store credit. Please refer to our return policy for details:https://avidlove.com/pages/return-policy

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.
Please note that orders can only be cancelled within 3 days. Please feel free to contact our Customer Care Team（service@avidlove.com).

Your billing address was set when you registered your bank account. Please contact your card issuer if your billing address needs to be updated.

If your order includes any items marked as "pre-order," it means that the item is currently sold out and may take some time to restock. Rest assured that all items in your order will be shipped together once the pre-sale items are back in stock.

We appreciate your support in helping us reduce our carbon footprint through the pre-order model. Thank you for your understanding and patience as we work to ensure that you receive your items as soon as possible.

You can click here to view Avidlove's shipping policy. Please note that shipping fee is determined by the order value after any discounts have been applied.

If your payment has been declined, then you'll need to double-check your payment information and place your order again. We aren't able to reinstate an order once the payment has been declined.

Need further assistance Contact our Customer Care Team, including as many details as you can about the issue (including any error messages you receive), and we'll try to resolve it as soon as we can.

You will receive a shipping notification email containing the tracking link as soon as your order has been shipped. The tracking page will be updated to reflect the real-time location of your order. You can track your order with your tracking number here(https://www.17track.net/en）.

Please note that the estimated delivery date depends on the delivery address and the shipping method selected.

Orders are typically processed within 24 hours of receiving verified payment information. Orders placed on Saturday or Sunday (and holidays) will be shipped the following week. Note that during peak seasons, shipments may experience slight delays.

We currently support delivery to the United States. We have our warehouse locally in the United States. It will be delivered in 3-7 business days for most US, some distance areas might take a bit longer.

If you didn’t receive your package within the time frame of the shipping method you selected, please feel free to contact our Customer Care Team（service@avidlove.com). We'll be more than happy to help! For more information of shipping time, please click here.

Please note that once your order has been shipped and is in transit, we will not be able to update the shipping address.

If the original address is a valid address, the parcel will be delivered there. You can contact your local post office when it arrives there, to see if they are still able to forward the package or redirect it for you.

If the original address is invalid, your package will be undeliverable and returned to our warehouse. You can contact our Customer Care Team with the order number. We'll be more than happy to help!

Please verify all of your shipping details are correct. If you find that your details were filled out incorrectly or need further assistance, please contact our Customer Care Team with the order number and we'll be happy to help.

Answer

The items marked as flash sale, final sale & special sale are not eligible for returns or exchanges unless there is a quality issue.

All item(s) must be unworn and in the original condition with the original packaging and all tags attached. Any item(s) that appear to have been worn, washed, or altered in any way will not qualify for a refund and return.

Please contact our customer service email:Service@avidlove.com

1. Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return. To return a package, please contact our Customer Service for a return address. Please do not send your return to the sender's address on your package.
2. Please make sure you don't include items not from Avidlove by accident in your return package. We will not be responsible for sending back those items to you.
3. Please note that we only offer Exchanges for the same item in a different size or different color, if available, and you are only allowed an Exchange 1 Time Per Item.

If you made a purchase with a combination of a coupon and a regular form of payment, only the amount exceeding the coupon value is refundable. .

If you need more help, feel free to contact our Customer Care Team.

We take pride in the quality of our pieces and if it's anything less than great, we want to make it right.

Incase you receive a damaged or defective item, please get in touch with us（service@avidlove.com) and we'll try and sort it out for you as soon as possible.

Make sure to include the information below:

1) Your order number

2) Product name or SKU number/Product code (you can find this in your confirmation email)

3) Describe the damage/defects and provide clear photos

We always want to ensure that we get you all your faves! If we made a mistake and sent the wrong item, don't worry - we'll make it right! Incase you receive the wrong item, please get in touch with us（service@avidlove.com) and we'll try and sort it out for you as soon as possible.

Make sure to include the information below:

1) Your order number

2) Product name or SKU number (you can find this in your confirmation email)

3) Describe the damage/defects and provide clear photos

If you've received a package with an item missing, it's most likely one of two things:

1) To get your orders to you as fast as possible, some orders may arrive in separate packages. Check your confirmation email to see if your order will arrive in multiple packages.

2) If you have not received your entire order by the expected delivery date, please contact our Customer Care Team（service@avidlove.com) so we can look into this for you as quickly as possible

Yes! We're happy to help you exchange for the right size within 30 days of the delivery date.

1) Please contact us via email（service@avidlove.com) to request an exchange. We'll send you exchange instructions within 24 hours.

2) Once we reply to your request, you will receive exchange options. You will be required to reply with your selected exchange option in order to proceed.

3) You'll need to ship your item(s) to the return address provided, then share the shipment tracking information with us.

4) When we receive your package, we will process your exchange as soon as possible.

* Note: We currently are unable to offer a free exchange service, so exchange shipping must be made at your own cost.

To ensure that we can process your refund quickly, please ensure you follow the instructions closely and provide all of the required information. Once we receive the return package and determine that it's eligible for a refund, you can refer to the following chart for an estimated timeframe on when to expect to receive your refund:

Once we receive your return, please allow 1 to 3 business days to process your returns.

PayPal account refunds: Up to 48 hours

PCredit card refunds: Between 7-10 business days

PFor some debit and credit card refunds to the original payment account cannot be made. In such cases, we will request customers to provide us with a PayPal account in their name to complete refunds. Thank you for your understanding.

Refunds are credited to the original form of payment. If your bank account has closed since you made the purchase, you will need to contact your bank directly for information on how to receive the funds.

Tips:

1) Before making a purchase, please carefully review your payment information and double-check to make sure it can be used as a valid form of payment.

2) It is your responsibility to ensure that your credit card account is not closed or canceled. We can only issue refunds to the original form of payment, so if your card is closed or canceled, you will need to contact the bank directly for further information.

3) If your card is lost or stolen but you need a refund, please let us know as soon as possible. We will need you to provide relevant documents and share your updated account information so we can issue your refund to your secured

For the best Avidlove experience, we recommend that you sign up for a free account here(https://avidlove.com/account/register）.

If you don't want to sign up at the moment, you can still shop and checkout as a guest.

To reset your password, click “Forgot password” on the sign in page. You'll be required to enter your email to receive password reset instructions. For further assistance, please contact our Customer Care Team（service@avidlove.com).