Shipping policy

Shipping Policy

Last updated: 29 May 2026

At Avēro, we create kitchen and dining essentials for calm, natural everyday living. From order confirmation to delivery, we aim to make the shipping process clear, reliable, and easy to follow.

For all shipping questions, please contact us at:

Email: hello@averohouse.com

Customer Care Hours: Sunday to Friday, 10:00–22:00 UK time. Closed on Saturdays.

1. Shipping Destinations

Avēro currently ships to selected regions, including:

United Kingdom
United States
Canada
France
Germany
Australia
New Zealand

Available shipping destinations, shipping methods, delivery estimates, and charges will be shown at checkout based on your delivery address.

If your location is not available at checkout, we may not currently ship to your destination.

2. Order Processing Time

Most orders are processed within 1–3 business days after payment has been confirmed.

Processing time does not include Saturdays, public holidays, courier delays, or peak fulfilment periods.

During busy periods, promotional events, stock checks, warehouse delays, or unexpected fulfilment delays, processing may take longer. If there is a significant delay with your order, we will do our best to keep you informed.

3. Estimated Delivery Time

Estimated delivery times after dispatch are usually:

United Kingdom: 7–10 business days
United States: 7–12 business days
Canada: 7–12 business days
France and Germany: 7–12 business days
Australia and New Zealand: 8–15 business days

Delivery times are estimates and may vary depending on product availability, courier service, destination, local delivery conditions, public holidays, customs processing, and events outside our reasonable control.

If a product page or checkout page shows a different delivery estimate, the estimate shown at checkout will apply.

4. Dispatch Origin

Depending on product availability, fulfilment requirements, and delivery destination, Avēro orders may be dispatched from trusted fulfilment partners, including fulfilment locations in the United Kingdom, Europe, Canada, or China.

The dispatch origin may vary by product and does not affect your right to contact Avēro Customer Care for delivery, return, refund, or product support.

Please do not send returns to any dispatch location. Approved returns must follow the return instructions provided by Avēro Customer Care.

5. Shipping Fees and Free Delivery

Shipping fees are calculated and displayed at checkout unless otherwise stated.

Free delivery may be available when your order reaches the free shipping threshold for your region. The final shipping cost and available delivery options will be shown at checkout before payment.

Current suggested free delivery thresholds:

United Kingdom: £59
United States: $79
Canada: CA$99
France: €69
Germany: €69
Australia: AU$119
New Zealand: NZ$129

Promotional shipping offers may change from time to time and may be subject to product, region, order value, or availability.

6. Total Amount Payable

The total amount payable for your order will be shown at checkout before payment. This may include the product price, shipping fees, taxes, duties, and any other applicable charges shown during checkout.

Avēro aims to provide clear pricing before you place your order, so you can review the total cost before payment.

7. Customs, Duties, Taxes, and Import Processing

For orders delivered outside the United Kingdom, duties, taxes, customs charges, brokerage fees, or local import fees may vary by destination.

Where these charges are shown at checkout, they may be included in your order total. Unless clearly stated otherwise at checkout, any charges not shown during checkout may be the customer’s responsibility.

Customs processes may also affect delivery times. Avēro is not responsible for delays caused by customs inspections, border processing, or local import procedures.

If you are unsure about possible charges for your destination, please contact us before placing your order.

8. Order Confirmation

After you place an order, you should receive an order confirmation email. Please check your order confirmation carefully, including product details, shipping address, contact information, order total, and selected shipping method where applicable.

If any information is incorrect, please contact us as soon as possible at hello@averohouse.com. We will do our best to help, but we cannot guarantee changes once an order has been processed, packed, dispatched, or handed to a courier.

9. Tracking Your Order

Once your order has been dispatched, you may receive a shipping confirmation email with tracking information, where tracking is available.

Tracking updates may take time to appear after dispatch. If your tracking number does not update immediately, please allow some time for the courier system to refresh.

If your tracking has not updated for several days, please contact us at hello@averohouse.com.

10. Multiple Shipments

Some orders may be shipped in separate parcels depending on product type, product size or weight, warehouse location, stock availability, and fulfilment requirements.

If your order arrives in more than one parcel, you may receive separate tracking details. Receiving one parcel before another does not always mean that part of your order is missing.

11. Incorrect or Incomplete Addresses

Please check your shipping address carefully before placing your order.

Avēro is not responsible for delays, failed deliveries, lost parcels, or additional costs caused by incorrect, incomplete, or outdated delivery information provided by the customer.

If you notice an error in your address, please contact us immediately at hello@averohouse.com. We will do our best to help, but we cannot guarantee address changes once an order has entered processing or has been dispatched.

12. Failed Delivery Attempts and Refused Deliveries

If a courier cannot deliver your parcel, it is the customer’s responsibility to follow courier instructions and collect or rearrange delivery within the required timeframe.

If a parcel is returned because of failed delivery attempts, refusal of delivery, failure to collect, or incorrect delivery details, we may deduct reasonable shipping, return, or handling costs from any refund, unless the issue was caused by us.

If there is a problem with your order, please contact us first at hello@averohouse.com.

13. Lost Parcels

If you believe your parcel is lost, please contact us at hello@averohouse.com. We may ask you to confirm your shipping address and check with neighbours, household members, building reception, concierge, mailroom, local delivery office, safe places around your property, or courier collection points.

If the courier confirms that the parcel is lost, we will work with you to find a fair solution. Depending on the circumstances, this may include a replacement, refund, further courier investigation, or additional delivery support.

14. Damaged Parcels

If your parcel arrives visibly damaged, please take photos of the outer packaging before opening it.

If the product inside is damaged, please contact us as soon as possible at hello@averohouse.com with your order number, photos of the packaging, photos or video of the damaged item, and a short description of the issue.

Please keep the product and packaging until the issue has been reviewed. We will assess the situation and help provide a suitable solution.