Shipping Policy

AVA Shipping & Delivery Policy

Effective date: August 21, 2025

This Shipping & Delivery Policy explains how orders are processed, shipped, and delivered by AVA (“we,” “us,” “our”).

1) Order processing

  • Processing time: [1–2] business days after your order is placed and payment is verified.

  • Cut-off time: Orders placed after [12:00] (local time [CET/CEST]) begin processing the next business day.

  • Non-processing days: Weekends and [local/national holidays]. During peak periods (sales/promotions/holidays), processing may take longer.

2) Where we ship

We ship from [City, Country] to the following regions:

  • Domestic: [France / your home market]

  • Europe/UK: [List countries or “most EU Member States + UK”]

  • International: [US/Canada, APAC, Middle East, etc.]
    If your country is not available at checkout, contact us at [support@ava.example].

3) Shipping options & estimated delivery times

Estimated transit times start after your order ships and exclude processing time.

Destination Method (examples) Estimated transit
Domestic (FR) Standard [Colissimo/La Poste] [2–3] business days
EU Standard [DHL/UPS/Royal Mail partner] [3–6] business days
UK Standard [DHL/DPD] [3–6] business days
US/Canada Expedited [DHL Express/UPS Worldwide Saver] [2–5] business days
Rest of World Express [DHL/UPS] [3–7] business days

Notes: Timeframes are estimates and may be affected by customs inspections, weather, or carrier delays.

4) Shipping fees & free shipping

  • Rates are calculated at checkout based on destination, weight, and method.

  • Free standard shipping on orders over [€X/£X/$X] to [eligible regions] (after discounts, before taxes).

  • Promotions or discount codes do not apply to shipping costs unless explicitly stated.

5) Order tracking

  • When your order ships, we email you a shipping confirmation with a tracking link.

  • Tracking may take [24] hours to update after pickup by the carrier.

6) Address changes & order edits

  • You can request changes until your order is fulfilled. Email [support@ava.example] with your order number.

  • After shipment, we cannot guarantee address changes or rerouting. Incorrect addresses may cause delays or returns.

7) Delivery issues

Marked “Delivered” but not received

  1. Check with household members, neighbors, building management, or a safe drop spot.

  2. Wait [48] hours—some carriers mark delivered prematurely.

  3. If still missing, contact [support@ava.example]. We’ll open a carrier trace. Claims must be filed within [7] days of the delivery scan.

Lost in transit

If tracking shows no movement for [10] business days (domestic) or [15] (international), contact us. After carrier investigation, we’ll replace or refund when appropriate.

Damaged items

If your parcel arrives damaged, retain packaging and contents, take photos, and contact us within [7] days of delivery. We’ll assist with a carrier damage claim and arrange a replacement or refund per our [Returns Policy link].

8) Customs, duties & taxes (international)

  • EU shipments from [France]: VAT is included at checkout for EU destinations.

  • Outside your domestic market: Orders may be shipped DDU/DAP (Delivered Duty Unpaid) by default—import duties, taxes, and fees are charged by your local customs authority and are your responsibility.

  • If we offer DDP (Delivered Duty Paid) at checkout in certain countries, duties/taxes are collected upfront. This will be clearly shown before payment.

Customs processing can add [1–7] business days to delivery times. We cannot expedite customs decisions.

9) PO boxes & parcel lockers

Some carriers do not deliver to PO boxes or parcel lockers. If unavailable for your address, please provide a street address.

10) Preorders & backorders

  • Preorders: We ship when the item becomes available. Estimated ship dates appear on the product page and/or at checkout.

  • Split shipments: To avoid delays, in-stock items may ship first at no extra cost. You’ll receive separate tracking numbers.

11) Failed delivery & returned parcels

Parcels returned due to incorrect address, unclaimed pickup, or refusal may be refunded minus original shipping fees and any return costs, unless due to our error. Reshipment can be arranged; additional shipping charges may apply.

12) Delivery confirmation & risk of loss

Title and risk of loss pass to you upon delivery to the shipping address or carrier-designated pickup point, as shown by the carrier’s delivery scan.

13) Holiday & peak-season delays

During peak seasons (e.g., November–January) or due to force majeure (e.g., severe weather), carriers may experience delays outside our control.

14) Returns, exchanges & cancellations

For eligibility, timelines, and instructions, please see our [Returns & Refunds Policy]. Shipping charges are non-refundable unless the return is due to our error.

15) Contact us

Questions about shipping?
Email: [support@ava.example]
Address: [AVA Commerce SAS, Address, City, Country]