FAQ
Orders & Payments
What payment methods do you accept?
We accept major credit and debit cards, Google and Apple Pay.
All payments are processed securely with SSL encryption and trusted payment gateways to protect your information.
Can I cancel my order?
Orders may be cancelled before they are shipped. When the order has been shipped, you will receive a shipping confirmation email.
If you need to cancel an order, please contact us at hello@avelin.co as soon as possible. Once an order has been dispatched, it can no longer be cancelled.
Can I change my order or add/remove items?
Once an order has been placed, we’re unable to add, remove, or modify items, as orders are processed automatically.
To purchase additional items, you must place a new order. To return any items please refer to our Return Policy.
I entered the wrong details. How can I change it?
Please contact us at hello@avelin.co as soon as possible.
We can assist with updates before dispatch. Unfortunately, we're unable to make changes once an order has been shipped.
What is a pre-order and how does it work?
A pre-order is the reservation of an item that is not yet available for sale, but will be soon.
An estimated delivery date is indicated within the product page.
You will receive a confirmation email as soon as your order is shipped.
Shipping
How much does shipping cost?
We offer free standard shipping within Malaysia and Singapore.
For international orders, shipping fees vary by destination and will be shown at checkout.
For full details, please refer to our Shipping Policy page.
When will I receive my order?
Orders are processed and dispatched within 3 working days, excluding weekends and public holidays.
Once dispatched, estimated delivery times are as follows:
- West Malaysia: 3 to 5 business days
- East Malaysia: 5 to 7 business days
- Singapore: 3 to 5 business days
- International: 7 to 14 business days
Please note that delivery timeframes are estimates and may vary due to courier schedules, customs clearance, or other factors beyond our control.
You'll receive a dispatch confirmation email with tracking details once your order is on its way. If you do not receive this, please contact us at hello@avelin.co.
Do I have to pay taxes or duties?
For orders shipped within Malaysia, all duties and taxes are included in the price shown at checkout — there are no hidden charges.
For orders to Singapore, no customs duties or GST apply for orders below SGD400, so most orders will arrive with no additional charges.
For all other international orders, customs duties, import taxes, or local fees may apply upon arrival in your country. These charges are determined by your local customs authority and are the responsibility of the customer. We recommend checking with your local customs office if you are unsure of the applicable rates.
Returns & Exchanges
What is your return policy?
We offer a 7-day return window from the date you receive your item.
Returned items must be unused, in their original condition and packaging, and accompanied by proof of purchase. Used and sale items are not eligible for return or refund. Customers are responsible for return shipping costs.
To request a return, please email us at hello@avelin.co with your order number and a photo of the unused item in its original packaging. Please do not send items back without contacting us first — unapproved returns will not be accepted. Once approved, we'll provide return instructions.
Refunds will be issued to your original payment method after inspection and approval. Please allow up to 10 working days for your bank to process the refund. Credit card refunds may take 5 to 10 business days to appear depending on your card issuer.
At this time, returns are not supported for international orders.
For full details, please refer to our Returns & Refund Policy page.
Do you offer exchanges?
Yes — exchanges are available within 7 days of receiving your item, subject to stock availability.
For approved exchanges, AVELIN will cover the return shipping cost. To get started, please email us at hello@avelin.co with your order number and we'll be happy to assist with the next steps.
At this time, exchanges are not supported for international orders.
What if I receive a damaged or incorrect item?
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us within 3 days of receipt at hello@avelin.co with clear photos and a brief description of the issue.
We take quality seriously and will arrange an appropriate resolution as quickly as possible.
Still have questions?
We are here to help. Just fill out the form below or contact us via email, and we'll get back to you as soon as possible.