FAQ
Orders & Payments
What payment methods do you accept?
We accept major credit and debit cards and FPX (online banking).
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.
For international orders, shipping fees vary by destination and will be calculated and 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 5 working days.
Once dispatched, delivery within Malaysia typically takes 5 to 7 working days. International shipping times may vary.
You'll receive a dispatch confirmation email with tracking details. 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.
For international orders, additional customs duties, import taxes, or local fees may apply and are the responsibility of the customer.
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 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. Once approved, we’ll provide return instructions.
Refunds will be issued to the original payment method after inspection and approval. Please allow up to 10 working days for your bank to process the refund.
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?
Absolutely. Your satisfaction is important to us.
Exchanges are free of charge, subject to stock availability. Please contact us within 7 days of receiving your item, and we’ll be happy to assist with the next steps.
What if I receive a damaged or incorrect item?
If your item arrives damaged or incorrect, please contact us within 3 days of delivery with clear photos and a brief description of the issue.
We take quality seriously and will review the matter and 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.