Welcome to the Avera Care FAQ page.
We are here to answer your questions and make sure your shopping experience is a good one. For any further help, do not hesitate to contact us.
About Avera Care
How can I contact customer service?
By phone on +44 20 3996 6141, by email at contact@avera-care.store, or through our contact form. Our team is available Monday to Friday, 9am to 5pm (UK time), and we aim to reply within 1 working day.
What is your return policy?
You have 14 days from the day you receive your order to return it. Items must be unused, in their original condition and in their original packaging. Return shipping is free: we email you a prepaid return label. Read our refund policy.
Do you have a physical shop I can visit?
No. Avera Care is an online shop only. Our registered office is at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, but it is not open to the public.
Can I place a bulk order for my business or organisation?
Yes. Email contact@avera-care.store with the products and quantities you need and we will come back to you with availability and a quote.
Where is Avera Care based?
Avera Care is operated by XK INFINITE LTD, a company registered in England and Wales (company number 17410840), based in London, United Kingdom.
Shipping and delivery
Do you ship internationally?
Not at the moment. We currently deliver to United Kingdom addresses only.
Do you offer free shipping?
Yes. Delivery is free to every UK address, including Northern Ireland, the Scottish Highlands and the islands, with no minimum spend.
How long will it take to receive my order?
Orders are processed within 1 to 3 working days (Monday to Friday), then take 7 to 12 working days in transit. The estimated delivery time is 8 to 15 working days from the day you order. Read our shipping policy.
How can I track my order?
As soon as your order is dispatched, we email you a tracking link. You can also use our Track my order page at any time.
Refunds and returns
Can I cancel my order after placing it?
Yes, as long as it has not been dispatched. Email contact@avera-care.store with your order number as soon as possible. Once dispatched, the order can still be returned under our 14-day return policy.
What is your return policy?
We accept returns within 14 days of delivery. Items must be unused, in their original condition and packaging. To make a return, simply contact our customer service with your order number: we send you a prepaid return label and instructions. Read our refund policy.
What should I do if I receive a faulty product?
Contact us within 7 days of delivery with your order number and a photo of the problem. We will send a replacement or a full refund, including delivery costs, as required by the Consumer Rights Act 2015.
How do I exchange a product?
Email contact@avera-care.store with your order number and the size or colour you would like instead. We send you a prepaid return label and dispatch the replacement once your return has been received. UK exchanges are free.
When will I receive my refund after a return?
Once your return has arrived and been checked, your refund is issued to your original payment method within 14 days. Your bank may take a few extra days to show it on your statement.
