Frequently asked questions
Can I customise my product?
Many furniture items can be customised. Email us at
firstname.lastname@example.org and let us know the product you would like to customise and how you'd like it to be and we'll be in contact to let you know if we can make it happen.
Why do I have to enquire about purchasing something I see online?
Items that are large or difficult to send, such as furniture, can’t be purchased online due to variable freight costs. If you’d like to purchase something large or heavy, please email us using the Enquire Now button and we'll quickly come back to you
How can I change the details on an order that has already been placed?
To update your postal address or email address against a recent order, please email
email@example.com with your order number and let us know the changes you need to make. We’ll do our best to make these changes for you, depending on the status of your order – but once a package leaves our warehouse we can’t change the delivery address or its delivery date.
Can I pre-order products online?
Sorry, not at this stage. If you’d like to pre-order an item that is ‘Coming Soon’ then please contact us by emailing
firstname.lastname@example.org and we'll let you know once it has arrived.
Can I change or cancel my order once it has been placed?
Please check your online order carefully before submitting it. Unfortunately our website can’t add, remove or cancel individual items or an entire order once it’s been placed. If you have placed an order in error please contact us immediately at
email@example.com and we'll be able to help you out.
Where can I find more product information, including dimensions?
Dimensions of products are in the description but if there is something you need clarified please email us
firstname.lastname@example.org with the details you need.
Click here for our returns form
Can I return or exchange an item?
If something in your parcel is not quite right (it happens sometimes) please send it back, and we'll exchange it or refund the price.
You can return or exchange any item purchased through our online store within 14 working days (with the exception of sale items), please note our return delivery address is New Zealand-based.
You must process your request for a return within 7 days from when your order was placed, or contact us within 3 business days of receiving the item at
email@example.com to communicate your intention to return or exchange.
Items must be returned unused and unaltered with all original packaging intact. Original shipping costs will not be refunded unless the item was incorrect or faulty. The cost of return shipping will be your responsibility unless the item was incorrect or faulty. You will be responsible for the item until it reaches us.
We will advise you via email once we have received your goods.
How do I return my product?
Print out the returns form
Fill out the form and insert it into your return package.
Post your return to the address below:
47 East Street
Avelle does not accept responsibility for items lost in transit while being returned. We recommend you use a courier that provides tracking and delivery to the door.
How long does it take to process a return?
We will process your exchange or refund within 5 business days on receipt of your parcel. Avelle does not accept responsibility for items lost in transit while being returned. We recommend you use a courier that provides tracking and delivery to the door.
How will I receive my refund?
Your refund will be processed back into the same account you used to make the purchase. Alternatively, a voucher will be issued to the email address you placed the order with. We are not responsible for any fees that might be charged by your bank.
Damaged, faulty or just the wrong thing?
If you have received your parcel and realised a product is damaged or not what you ordered, please notify us immediately upon discovering the fault or error at
firstname.lastname@example.org Our customer service representative will get back to you with a resolution within 3 working days.
Please note though, we aren't able to replace or refund because you have changed your mind.
Once we receive the item, we will repair, replace or refund the item. If the item is faulty or incorrect, we will cover the cost of return shipping and cover all shipping costs incurred in replacing the item. We will advise you via email once we have received your goods.
I have just received my furniture delivery and it is faulty, what do I do?
If the driver is still at your location, please notify the driver that you cannot accept the delivery and want the product to be sent back to Avelle. Please take photos of the damages upon receiving the item as evidence and notify us immediately upon discovering the damage at
email@example.com. Our customer service representative will get back to you with a resolution within 3 working days.
Can I return sale items?
If you’ve received a sale item that’s faulty or not what you ordered, please follow the general returns process. Please choose sale items carefully, as we can’t return or exchange them due to change of mind.
When will I receive my order?
We will process and dispatch your order as promptly as possible within standard business hours. Orders placed before 12pm Monday to Friday will be processed within the same day. Orders placed after 12pm Monday to Friday or anytime Saturday or Sunday will be processed on the next business day.
Estimated courier times are 3-4 working days for North Island, New Zealand and 5-7 working days for South Island, New Zealand. Rural deliveries will take an extra 1-2 days. or delivery.
Furniture ships to New Zealand addresses only and you will be advised on the exp[ected delivery date once your order is placed. This is because there are variables such as the lead time in our receiving your chosen fabric from the textile mill. They are stock fabrics (unless noted otherwise).
Please note, courier delivery times are estimated and do not include processing and dispatch. You will receive an email confirming your order has been shipped that will include your tracking number.
When supplying a delivery address, where possible, use a physical address where there will be someone present to receive your delivery between 9am-5pm weekdays.
Delivery times may increase during sale periods.
We're a small team but you can rest assured we will work as quickly as possible to keep to the times above. Please be understanding of the increased volume of orders at some time of the year and any disruption to courier and freight services Covid-19 may bring.
Production time for our custom furniture range (including sofas, armchairs and ottomans) can be between 8-10 weeks. These are made locally and manufacture time is dependent on fabric availability.
We will be in touch to confirm the availability and delivery of your new furniture piece upon receipt of your order.
On your agreed delivery date, the team will touch base again 30 minutes before delivery to confirm they’re on their way. You should not accept delivery if the sofa/furniture item is damaged.
If your order contains both furniture and homeware items you may receive multiple deliveries as these are managed by separate delivery partners.
Avelle and our delivery partners are not held responsible if a parcel is stolen, lost or damaged after your parcel is delivered to your physical address. Our insurance covers the item only up to the point of delivery.
What are the delivery charges?
In New Zealand, the delivery charge for online orders (excluding furniture items) is $5.50/item. Delivery for orders more than $100 is free of charge (excluding furniture items). Delivery charges for furniture items are based on postcode and the cubic meterage of the item. We will let you know the cost of that when you make your enquiry via the website and give us your delivery address.
What can I do if my order doesn't arrive within the expected timeframe?
If you haven’t received your parcel after the expected delivery time, please check its progress via the tracking link in your order confirmation email. If you can’t find your tracking link or there’s a delay or problem with the shipping, please email
firstname.lastname@example.org with your order details and we’d be happy to look into it for you.