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  • Return & Refund
    1. What items can't be returned?
    Return & Refund
    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.

    2. How do I submit a return or exchange request?
    Return & Refund
    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.
    3. Can I return an item purchased with a coupon?
    Return & Refund

    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.

    4. I've received a damaged or defective item. What should I do?
    Return & Refund

    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

    5. I received the wrong item. What should I do?
    Return & Refund

    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

    6. What should I do if my package is missing an item?
    Return & Refund

    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

    7. I got the wrong size! Can I exchange for a smaller/bigger size?
    Return & Refund

    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.
    8. When can I expect my refund?
    Return & Refund
    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.

    9. What happens if a refund goes to a closed/cancelled account?
    Return & Refund

    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

  • Order Issue
    1. Why didn't I get an email about my order being shipped?
    Order Issue

    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.

    2. Can I change or modify my order?
    Order Issue

    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

    3. How do I cancel my order?
    Order Issue
    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).
    4. How do I update my billing address?
    Order Issue
    Your billing address was set when you registered your bank account. Please contact your card issuer if your billing address needs to be updated.
    5. What does pre-order mean?
    Order Issue
    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.
    6. How can I get free shipping for my order?
    Order Issue
    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.
    7. My order didn't go through. What should I do now?
    Order Issue

    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.

  • Shipping & Delivery
    1. How do I track my order?
    Shipping & Delivery

    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.

    2. How long does shipping take?
    Shipping & Delivery

    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.

    3. If my order is delayed, what should I do?
    Shipping & Delivery
    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.
    4. Can I have my order redirected to a different address?(shipped)
    Shipping & Delivery

    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!

    5. What should I do if I never received my order?
    Shipping & Delivery
    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.
  • Payment Issue
    1. What types of payments do you accept?
    Payment Issue
    For cards, Credit or debit card (Visa, MasterCard, Maestro, JCB, Diners Club, Visa Electron, Cartes Bancaires,American Express, Discover), PayPal,Klarna.
    2. To pay with Paypal or Klarna
    Payment Issue

    Step 1:Create an account on the Paypal/Klarna website.

    Step 2:After clicking “Complete order”, you will be redirected to Paypal/Afterpay/Klarna to complete your purchase securely.

    Step 3:Select "REMEMBER ME" to save your information for a faster checkout.

    3. What should I do if there is a payment error?
    Payment Issue
    If you are experiencing error messages when making a payment, please make sure you've entered all of your card information correctly. If you continue to receive the payment error message, you will need to contact your bank or card issuer.
    4. Will I be charged International bank fee or transaction fee when ordering?
    Payment Issue
    Depending on where you are ordering from, you may incur an 2-3% international transaction fee by your bank. This charge comes directly from your bank and is outside of our control.
    5. Are my details safe when ordering online with Avidlove?
    Payment Issue

    Avidlove takes your personal shopping security very seriously. Every order is processed through a secured checkout system and we are certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information.

    We're always investing resources into the latest online security protection, so rest assured, you can shop safely and securely with us!

    6. Can I use more than one coupon code on my order?
    Payment Issue
    At this time, only one promotion (coupons, free shipping vouchers, promo codes) can be applied per order.
    7. What do I do if my coupon isn't working?
    Payment Issue

    If your coupon isn't working, please feel free to get in touch with our Customer Care Team(service@avidlove.com) for assistance. Please keep in mind:

    - Only one coupon code can be used per order.
    The conditions of each promotion vary, so make sure you check the details provided when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiration date or a limited amount. You should be able to find the conditions in the same place you found the code whether it be through an email or on our website.

    - Some codes will only work for designated people. If you've received the code in an email from Avidlove, then the code may be only eligible for use with that email address. Make sure you are completing the purchase using the same email address that the code was sent to.

  • Account Related
    1. Should I create an account before making purchase?
    Account Related

    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.

    2. I forgot my password, how do I reset it?
    Account Related
    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).
  • Size & Fit
    1. Where can I find your sizing charts?
    Size & Fit
    There is a Reference Size Chart in the product description.
    Use our Size Guide to find the best size based on your measurements.
    For more specific sizing information, please feel free to reach out to our Customer Care Team and we'd be happy to help you find the perfect fit!
    2. Why are there different size charts on the website?
    Size & Fit
    To provide a better fit, we have listened to customers and constantly seeking ways to improve our products and optimize our size chart. If you have any questions about fit or need help selecting your size, please don't hesitate to contact our Customer Care Team.
    3. What size should I order?
    Size & Fit

    Our size guide is a general guideline for recommending what size we think best suits you! You can refer to here: https://avidlove.com/pages/size-guide. However, please kindly note that some pieces may fit differently depending on the style, such as plus size which tend to run bigger than the general guidelines.

    If you have any questions about specific measurements, please contact us so we can make sure you're satisfied with your decision.

1. What items can't be returned?
Return & Refund
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.

2. How do I submit a return or exchange request?
Return & Refund
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.
3. Can I return an item purchased with a coupon?
Return & Refund

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.

4. I've received a damaged or defective item. What should I do?
Return & Refund

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

5. I received the wrong item. What should I do?
Return & Refund

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

6. What should I do if my package is missing an item?
Return & Refund

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

7. I got the wrong size! Can I exchange for a smaller/bigger size?
Return & Refund

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.
8. When can I expect my refund?
Return & Refund
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.

9. What happens if a refund goes to a closed/cancelled account?
Return & Refund

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

Commonly asked questions
How do I track my order?
Should I create an account before making purchase?
I forgot my password, how do I reset it?
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