Refund policy
Our promise
We want you to love your Aveloor silk. If you don't, we make returns easy. This policy exists alongside your rights under the Australian Consumer Law. Nothing here reduces those rights.
30-Night Sleep Trial (pillowcases)
Our silk pillowcases are covered by a 30-Night Sleep Trial. That means you can actually sleep on them. Not just look at them in the packet. And still return them for a refund if they're not right for you.
- Eligible items: All Aveloor silk pillowcases (any size, any colour).
- Time window: Within 30 calendar days of delivery.
- Condition: The pillowcase can have been used and slept on. We just ask that it hasn't been damaged beyond normal overnight use, cut, torn, or washed in a way that contravenes our care instructions (no bleach, no tumble drying).
- Refund: Full refund of the product price to your original payment method within 5 to 10 business days of us receiving the return.
- Return postage: For sleep-trial returns on pillowcases, return postage is at the customer's expense unless the item is faulty or a wrong item was shipped.
Standard 30-day returns (other items)
For products that aren't covered by the Sleep Trial. Silk eye masks, silk scrunchies, gift cards, and sale items. We accept returns within 30 days of delivery if:
- The item is in its original condition, unused, and in its original packaging.
- Hygiene seals (where applicable) are intact.
Important hygiene exclusion: Silk eye masks cannot be returned once removed from their hygiene packaging, as they sit directly on the eyes. If a mask is faulty we will of course replace or refund it.
Faulty, damaged or incorrect items
If your order arrives with a manufacturing defect, damaged in transit, or with the wrong item, we cover everything. Return postage and a full refund or replacement. Email us within 7 days of delivery at hello@aveloor.com with your order number and a photo, and we'll sort it immediately.
How to start a return
- Email hello@aveloor.com with your order number and whether it's a Sleep Trial return, standard return, or faulty item.
- We'll reply within one business day with the return address and any instructions.
- Pack the item securely and post it back. For standard/sleep-trial returns we recommend a tracked service. We can't refund items that don't reach us.
- Once received, we'll inspect and process the refund within 5 business days. Your bank then takes 3 to 10 business days to return the funds.
Exchanges
Need a different size or colour? Email us before posting and we'll reserve the stock for you. Exchanges for size within 30 days. We cover return postage both ways.
Late or missing refunds
If you haven't received a refund 10 business days after we confirmed it, first check your bank or credit card statement, then contact your card issuer. If you've done both and still haven't received the refund, email hello@aveloor.com.
Your Australian Consumer Law rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The rights described in this policy are in addition to. Not a replacement for. Your rights under the Australian Consumer Law.
Contact
Questions about a return? Reply directly to your order confirmation email or write to hello@aveloor.com. Real humans, one business day reply.