Free tracked delivery on orders £99+
HELP / FAQS
If you have a question, please consult our list of frequently asked questions before reaching out for assistance.
ABOUT AVĒRO
What does Avēro make?
What is the Avēro design direction?
Is all Avēro jewellery made from 925 sterling silver?
Will natural materials look exactly the same as the product photographs?
- Avēro creates jewellery centred on freshwater pearls, mother-of-pearl, crystals and natural stones, chosen for their individual texture, colour and character.
- Metal components are 925 sterling silver. Please refer to each product page for the exact materials used in each piece.
- Difference Takes Shape. We bring softness against strength, warmth against coolness, and organic forms into carefully considered metal structures.
- An edge, without excess.
- Metal components across our collection are 925 sterling silver, including ear hooks, posts, chains and clasps.
- Please refer to the individual product page for the full materials of each piece.
- Natural materials such as freshwater pearls, mother-of-pearl, crystals and natural stones may vary slightly in colour, pattern, shape, texture and transparency.
- These variations are not faults. They are part of the natural character of each material and make every piece slightly individual.
JEWELLERY CARE
How should I care for Avēro jewellery?
Will 925 sterling silver tarnish?
Do pearls, mother-of-pearl, crystals and natural stones need special care?
Can I wear Avēro jewellery in the shower or while swimming?
- After wearing, gently wipe your jewellery with a clean, soft, dry cloth to remove moisture, natural oils and cosmetic residue.
- Store each piece separately in a dry pouch or jewellery box to reduce exposure to humidity, friction and scratching.
- Remove your jewellery before showering, bathing, swimming, exercising or sleeping, and avoid direct contact with perfume, skincare products and household chemicals.
- Sterling silver can naturally tarnish over time, especially when exposed to air and moisture.
- Tarnish can be polished away with a soft silver cloth.
- Store pieces in an airtight pouch and avoid perfume, water and chemicals.
- Yes. These natural materials should be protected from impact, prolonged moisture, sudden temperature changes, harsh chemicals and abrasive cleaning.
- After wearing, gently wipe the piece with a clean, soft, dry cloth.
- Do not soak these pieces or place them in an ultrasonic or steam cleaner, as this may damage delicate surfaces, settings or natural materials.
- We recommend removing all Avēro jewellery before showering, bathing, swimming or entering a sauna.
- Water, chlorine, salt, heat, soap and cosmetic products may affect metal finishes, settings and natural materials.
- Keeping your jewellery dry and storing it carefully will help preserve its appearance for longer.
SHIPPING & ORDERS
Where does Avēro ship?
How much does shipping cost?
How long will my order take to arrive?
Will I need to pay customs duties or import taxes?
Can I change or cancel my order?
What payment methods do you accept?
- Avēro currently ships to Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Japan, Malaysia, Mexico, the Netherlands, New Zealand, Portugal, Singapore, South Korea, Spain, Thailand, the United Kingdom, and the United States.
This includes Japan, South Korea, Thailand, Singapore, and Malaysia.
Available shipping methods, charges, and delivery estimates are displayed at checkout according to your delivery address. Shipping availability may be updated as our international service develops.
- Standard Tracked: £8.99, free on orders of £99 or more (7–12 business days after dispatch).
- Express (DHL / FedEx / UPS): £19.95, or £9.95 on orders of £99 or more (2–5 business days after dispatch). We choose the best carrier for your address unless you name DHL, FedEx or UPS in your order note.
- Equivalent amounts in your selected currency and the final delivery charge are shown at checkout before payment.
- Orders are handmade to order and dispatched from Zhejiang, China within 1–2 business days. Delivery then takes 7–12 business days with Standard Tracked, or 2–5 business days with Express (DHL / FedEx / UPS), after dispatch.
- Delivery times may vary slightly depending on the destination, customs processing, local carrier conditions and public holidays.
- Once your order has been dispatched, you will receive a shipping confirmation email with any available tracking information.
- While we do our best to provide an accurate delivery estimate, occasional delays outside our control may occur.
- International orders may be subject to customs duties, import taxes, handling fees, or other charges imposed by the destination country.
Unless specifically stated at checkout, these charges are not included in the product price or shipping fee and may need to be paid by the recipient.
Customs policies vary by destination. We recommend checking your local customs information before placing an international order.
- Please contact Avēro Customer Care as soon as possible if you need to change or cancel an order.
We will try to assist where possible, but changes or cancellations cannot be guaranteed once an order has entered processing or has been dispatched.
Please include your order number and the email address used when placing the order.
- We accept Visa, Mastercard, American Express, Maestro, Discover, Diners Club, UnionPay, Apple Pay, Google Pay, Shop Pay, PayPal, Klarna, Bancontact and MB WAY, where available at checkout.
- Payments are processed securely by Shopify.
RETURNS
Can I return my order?
Can earrings be returned?
What should I do if my order arrives damaged or incorrect?
- You may request a return within 14 days of receiving your order. Please contact Avēro Customer Care before sending any item back.
Returned items must be unused, unworn, and in their original condition, with all original packaging, labels, and hygiene seals intact where applicable.
Items showing signs of wear, damage, perfume, cosmetic residue, alteration, or improper handling may not be accepted.
Return exclusions, return shipping responsibilities, and additional conditions are explained in our Returns Policy.
- For hygiene reasons, pierced earrings may be subject to return restrictions once they have been worn or tried on.
- This does not affect your rights if an item arrives faulty, damaged or different from the item ordered.
- Please contact Avēro Customer Care before returning earrings so that we can advise you on the available options.
- Please contact Avēro Customer Care as soon as possible after receiving your order.
Include your order number, a description of the issue, and clear photographs of the item and packaging.
Please retain all original packaging until the issue has been reviewed and resolved.
CONTACT
How can I contact Avēro Customer Care?
- You can contact us at hello@averohouse.com.
For questions about an existing order, please include your order number and the email address used when placing the order so that we can assist you more efficiently.
