FAQ

Dear Customer

Below is a highly detailed FAQ section with answers to many common questions. See if you can find an answer to your predicament. If not you can always contact us directly at contact@awareness-avenue.com and we will get back to you within 24 hours.

    Can I cancel the order if it's already been shipped?

    • No, we can no longer cancel orders that have already been shipped. Generally we are able to cancel / change orders within 24 hours after they've been placed. If you receive the order and still wish to cancel or return the order, please contact us and we will certainly do our best to help you in any way we can. 

    Can I change my address since I will be moving soon and my order has not been delivered yet?

    • Yes, as long as it has not been shipped yet. But once shipped, you can contact the courier and ask if they can change the address where you want to receive it. If somehow the entire process goes wrong and you end up not receiving your order, please contact us and we will help you immediately.

    How long does it usually take for me to receive the refund?

    • It may usually take 1-5 business days, or it would depend on your banks processing time. No refunds will be received during weekends unless they are Paypal refunds.

    I made an order but I have not received any notification?

    • Once an order is successful, you should be able to receive a notification. If not, then your order may have not been completed successfully. It can also be a system error. Please, if this happens to you, contact us right here: contact@awareness-avenue.com & we will sort it out for you by sending everything you need manually to your email.

    I have not received my item, but tracking system shows delivered, what should I do?

    • This is a very rare problem and in most cases what has happened is your parcel may have been delivered to a neighbour or a nearby postal office if you weren't home during delivery. If you have nothing to go on, please contact us directly on contact@awareness-avenue.com and we will investigate this for you and help either locate your parcel or replace your order.

    Do you have a customer service phone number?

    • No contact number as of the meantime, but you can shoot us an email by going to this link; https://www.awareness-avenue.com/pages/contact-us Alternatively you can reach us on our Facebook page or on this email directly: contact@awareness-avenue.com We will respond to you within 24 hours.

    I ordered a ring a little while back but haven't received it yet just wondering when it may ship?

    • You can check your package through our in-house tracking system right here: https://www.awareness-avenue.com/apps/tracktor/track. All you need is your order #ID and the email you used for your order.

      If you do not have a tracking number to check please contact us directly at; contact@awareness-avenue.com and we will provide it for you. Tracking information is usually available 24-48 hours after you order due to processing time and will be sent directly to your email, but if you didn't receive it, it's in our system and we can give it to you.

    How long are your usual delivery times?

    • Please refer to the following Shipping Policy page for all details regarding shipping times and delivery: https://www.awareness-avenue.com/policies/shipping-policy

    Do you accept PayPal for payments?

    • Yes, we accept Paypal for payments either via your Paypal account or just using your Credit Card and having Paypal as the processor.

    Where do the items ship from?

    • Awareness Avenue was founded in Denmark and now have operations in Europe, Asia and the USA. Orders are shipped from various locations depending on stock levels and the customer destination. The vast majority of orders arrive within 10 business days.

    If anything is wrong with my product, what can I do?

    • If something has gone wrong with your product, we're very sorry to hear about that. All of our items are covered by our 180-Day guarantee, but as a customer you mean so much to us. Please contact us as soon as possible and we will do everything we can to make it right.

    I would like a status update on my order, how can I get that?

    • You can track your order any time on the following link: https://www.awareness-avenue.com/apps/tracktor/track

      All you need is your order #ID and the email you used when placing your order. If it doesn't seem to work, please contact us and we shall provide you with an update ASAP.

    Do the sizes fit true to size?

    Can you deliver it to my country?

    • We ship worldwide with very few exceptions; Isle of Man and Mauritius. That means in most cases, yes, we can deliver to your country. If you need direct confirmation please contact us.

    Why is it showing that it came from China?

    • Some of our pieces are shipped from our trusted supplier in China. We have been working with him for years & and he gets our materials from a registered Sterling Silver factory. We have a strict product-quality policy which means you can rest assured your products are always of the highest quality. All of our orders are quality checked before shipment no matter where they are from. Your satisfaction is our #1 priority.

    Can I have my money back if I don’t like the product?

    • If for some reason you do not like your product we're very sorry. This happens very, very rarely. But we do support all of our jewelry with a Money Back Guarantee. So if anything is wrong with your product, simply tell us and send a picture or video of the issue if this applies and we will refund you or replace your item. Whichever you prefer.