Frequently Asked Questions

Here you will find answers to the most important questions regarding your order with Avelaro.

If your question is not covered, you can reach our customer service at any time at info@avelaro.ch.

Products and Sizes

How do I find the right size?

Sizes may vary depending on the model and cut. Please refer to the size information on the respective product page and compare it with your own measurements.

Can measurements deviate slightly?

Since individual products are measured manually, slight deviations are possible. More precise information can be found in the respective size chart.

Can colors deviate from the product images?

Depending on screen settings, lighting, and production batch, colors may appear slightly different. We strive to represent all products as realistically as possible.

How do I care for my item properly?

Please observe the care instructions on the product label and, if available, the additional information on the respective product page. Proper care helps to maintain the shape, color, and material for as long as possible.

Ordering

Will I receive a confirmation after my order?

Yes. After successfully completing your order, you will automatically receive an order confirmation at the email address you provided.

If you do not receive a message, please first check your spam or promotions folder. Also, verify that the email address provided at checkout is correct.

Can I modify my order subsequently?

If you would like to make a change after placing your order, please contact us as soon as possible at info@avelaro.ch.

As long as processing has not yet begun, we will be happy to check if the desired adjustment is still possible. After processing has started, changes cannot be guaranteed.

Can I correct my delivery address?

Please contact us immediately after ordering and send us your order number as well as the full, correct delivery address.

An adjustment is only possible as long as the order has not yet been processed or shipped.

Shipping and Delivery

How long does delivery take?

The estimated total delivery time is approximately 5–10 working days. This consists of a processing time of 1–3 working days followed by a transport time that is generally 5–10 working days.

In case of high demand, promotions, holidays, or delays with the shipping service provider, delivery may take a little longer in individual cases.

What are the shipping costs?

The shipping costs applicable to your order are displayed transparently in the checkout before you finalize your purchase.

Above a certain order value or as part of selected promotions, delivery may be offered free of charge.

Can my order arrive in multiple packages?

Yes. Depending on availability and shipping location, items from an order may be shipped separately. This may result in different tracking numbers and delivery dates.

You will not be charged additional shipping costs for such a split shipment.

To which countries does Avelaro ship?

The currently available delivery countries will be shown during checkout. For deliveries outside of Switzerland, customs duties, import taxes, or official fees may apply depending on the recipient country.

Tracking

How can I track my order?

As soon as your order has been shipped and a tracking number is available, you will receive a shipping confirmation via email.

You can then view the current shipping status on our “Track Order” page.

Why is my tracking number not yet working?

After shipping, it may take up to 48 hours for the shipment information to be recorded and displayed by the shipping service provider.

If no status is available after this time, please contact us and provide your order number.

Why has the shipping status not been updated for a long time?

During transport, during the handover between shipping partners, or during customs processing, the status may remain unchanged for a while.

This does not automatically mean that your shipment has been lost. If no update occurs over an unusually long period, we will gladly look into the matter for you.

Payment

Which payment methods can I use?

Depending on the device and availability, we offer, among others, the following payment options:

• TWINT
• Visa
• Mastercard
• American Express
• PayPal
• Shop Pay
• Apple Pay
• Google Pay

The payment methods actually available for your order will be displayed to you at checkout.

In which currency are the prices displayed?

All prices in our online shop are displayed in Swiss Francs (CHF).

If using a foreign payment method, additional conversion or transaction fees may be charged by your bank or payment provider.

Is my payment at Avelaro secure?

Your payment information is transmitted via an encrypted connection to the selected payment service provider. Avelaro does not store complete credit card or payment data.

Inquiries about an item

What can I do if something is wrong with my item?

If you have received a damaged or incorrectly delivered item, please contact us at info@avelaro.ch.

Provide your full name and order number, and send us a brief description along with clear photos. We will carefully review your request and inform you of the next steps.

Further details can be found on our "Returns & Exchanges" page.

Customer Service

How can I reach customer service?

You can reach us by email at info@avelaro.ch.

To ensure we can process your request quickly, please provide your full name and order number when asking about an existing order.

When is customer service available?

Our customer service is available to you from Monday to Friday, from 7:00 AM to 6:00 PM.

During our service hours, we respond within two hours on average. In case of particularly high inquiry volumes or outside of service hours, processing may take up to twelve hours or until the next working day.