Shipping Protection

For a small flat fee, you can add Shipping Protection to your cart as an optional extra. When a package goes missing, arrives broken, or is taken before you get it, we either send a replacement or give your money back. There is no hassle involved; a simple email is all it takes.

What is covered

• Lost. The tracking info shows the parcel has not arrived, and 10 days have passed since the delivery date we estimated.
• Damaged. Something in the shipment, or the box itself, gets damaged in transit.
• Stolen. The carrier marks the parcel as delivered, yet you never actually received it.

What is not covered

• Parcels that are running behind but still moving. A delay does not count as a loss. If this worries you, write to us and we will check with the carrier.
• Shipments headed to a wrong address typed in at checkout. We will gladly try to assist, though a replacement cannot be guaranteed.
• Any customs charges, import duties or taxes your country applies.
• Normal use and wear once the item has arrived. If you simply change your mind about it, the 90 day guarantee applies, which is explained in our Refund Policy.

How to make a claim

1. Write to contact@avelloput.com and include your order number plus a short description of the problem. For damaged deliveries, add a picture showing both the box and the product.
2. Contact us no later than 30 days after the estimated delivery date.
3. Expect an answer from our team within 1 to 2 business days.

What we will do

You choose: we can send your order again free of charge, or return the money you paid for the item. Any refund is issued to the payment method you originally used, within 5 to 7 business days.

About the fee

Should you cancel before your order ships, the Shipping Protection fee is returned together with the rest of your payment. After shipment, that fee can no longer be refunded.

Good to know

Adding this protection is your choice. Shipping is handled identically with or without it, and even if you decline it, you may email us about a package that has gone missing and we will check with the carrier. The service comes from Avello directly. It is not an insurance policy, as we pay for these claims ourselves.

Have questions? Send us an email at contact@avelloput.com.