Customer Service Policy

Our Customer Commitment


At avedausshop, our mission is to deliver exceptional high-performance hair, skin, and body care products paired with an equally outstanding customer experience. We hold ourselves to the highest standard of transparency, integrity, and care in every interaction. Your satisfaction is the foundation of our brand, and we are dedicated to resolving every inquiry fairly, quickly, and thoughtfully.


1. Contact & Support Hours


Our dedicated support team is here to assist with all order, product, and policy-related requests.

  • Primary Contact Email: press@avedausshop.com
  • Support Hours: Monday–Friday, 9:00 AM–5:00 PM EST (excluding U.S. federal holidays)
  • Response Time: We commit to replying to all inquiries within 24–48 business hours. Messages received outside business hours, on weekends, or holidays will be addressed on the next business day.
  • Media & Partnership Inquiries: All press, brand collaboration, and wholesale requests should also be directed to press@avedausshop.com.


2. Order Support & Management


Order Confirmation


Immediately after checkout, you will receive an automated order confirmation email to the address provided. Please review this document carefully to verify your shipping address, product selection, and contact details are accurate. Contact us immediately if you spot any errors.

Order Modifications & Cancellations


  • Modifications (address updates, product changes) and cancellation requests are only accepted if your order has not been processed or shipped.
  • Once your order is handed off to our shipping carrier, we cannot modify, reroute, or cancel the order.
  • To submit a request, email press@avedausshop.com with your full order number and details as soon as possible. We will confirm your order status and process eligible requests promptly.

Order Tracking


When your order ships, you will receive a shipping confirmation email with your tracking number and a direct link to monitor your delivery. Please allow 24–48 hours for tracking details to update on the carrier’s website. Contact us if you experience issues with tracking or delivery.


3. Shipping & Delivery Policy


Order Processing


All orders are processed within 1–2 business days (Monday–Friday, excluding holidays). Orders placed after 2:00 PM EST will begin processing on the next business day. Processing times may be extended during peak sales, holiday seasons, or high-demand product launches.

Domestic U.S. Shipping


We offer the following shipping options for the contiguous United States:

  • Standard Shipping: 3–5 business days delivery, **free for orders over [INSERT FREE SHIPPING THRESHOLD, e.g. $50]**; flat rate [e.g. $5.99] for orders under the threshold
  • Expedited Shipping: 2 business days delivery, flat rate [e.g. $12.99]
  • Overnight Shipping: Next business day delivery, flat rate [e.g. $19.99]

Note: Delivery times are carrier-provided estimates and not guaranteed. We are not liable for delays caused by the carrier, inclement weather, incorrect shipping addresses, or other circumstances outside our control.

International Shipping (Optional)


We offer international shipping to select countries. Delivery times vary by destination, typically 7–14 business days, and are subject to customs processing. Customers are responsible for all import duties, taxes, and customs fees imposed by the destination country. We are not liable for customs delays or holds.

Shipping Address Responsibility


Customers are responsible for providing a complete, accurate shipping address at checkout. We are not liable for lost, stolen, or undelivered packages due to incorrect or incomplete address information. If a package is returned to us due to an invalid address, the customer is responsible for reshipping costs, or may request a refund minus original shipping fees.

Lost, Stolen, or Damaged Packages


  • For confirmed delivery but unreceived packages: First contact the shipping carrier to file a claim. We will assist with this process to the best of our ability.
  • For damaged, missing, or incorrectly shipped items: Contact us within 7 days of delivery with clear photos of the packaging, shipping label, and affected items. We will issue a free replacement or full refund at no additional cost to you.


4. Returns & Refunds Policy


We stand behind the quality of our professional-grade products with a fair, transparent returns policy aligned with health and safety standards for personal care goods.

Return Eligibility


  • Unopened/Unused Products: We accept returns of unopened, unused products in their original sealed packaging within 30 days of delivery for a full refund of the product purchase price.
  • Opened/Used Products: For health and safety reasons, we cannot accept returns of opened, used, or partially used personal care products for resale. Exception: If you experience an adverse reaction (skin/hair irritation, allergy) or receive a defective product, we will accept a return of the opened item and issue a full refund (including associated shipping fees) within 30 days of delivery. We may request photos of the product and reaction details to process your request.
  • Final Sale Items: All clearance, final sale, and promotional bundle items are non-returnable and non-refundable, unless defective.

Return Process


  1. Initiate a return by emailing press@avedausshop.com with your full order number, the item(s) you wish to return, and the reason for your request.
  2. Our team will review your request and provide a Return Authorization (RA) number and return shipping instructions within 2 business days.
  3. Package items securely, with the RA number clearly marked on the outside of the package. We recommend using a trackable shipping service, as we are not liable for lost return packages.
  4. Once we receive and inspect your returned items, we will process your refund within 3–5 business days.

Refund Details


  • Refunds will be issued to the original payment method used at checkout.
  • Original shipping fees are non-refundable, except in cases of defective products, shipping errors, or covered adverse reactions.
  • For customer-initiated returns (personal preference, incorrect item selection, etc.), the customer is responsible for all return shipping costs.
  • Depending on your bank or credit card provider, it may take an additional 5–10 business days for the refund to appear in your account.


5. Product Quality & Authenticity Guarantee


avedausshop guarantees that all products sold on our website are 100% authentic, professional-grade, and formulated to meet our high standards of performance and safety. All our hair, skin, and body care products comply with U.S. cosmetic safety regulations and undergo rigorous quality control checks.

If you receive a product that is defective, expired, or not as described, contact us within 7 days of delivery with supporting photos, and we will immediately arrange a free replacement or full refund.


6. Privacy & Policy Updates


  • Your privacy is a top priority. All personal information you provide is handled in accordance with our website’s Privacy Policy. We will never sell, share, or rent your personal data to third parties for marketing purposes without your explicit consent.
  • avedausshop reserves the right to update, modify, or amend this Customer Service Policy at any time without prior notice. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our website and purchases after the update constitutes your acceptance of the revised terms.

For any questions not addressed in this policy, please contact our support team at press@avedausshop.com.