FAQ
Shipping
How long does delivery take?
We always try to process orders within 24–72 hours. Delivery usually takes between 5 and 14 days after shipment. You will receive a shipping confirmation with tracking details once your order is on its way.
Can I change my shipping address after ordering?
Yes, but it must be within 1 hour of placing your order. After that, your order will already be processed and changes are no longer possible.
How can I track my order?
You can track your order by entering your order number together with your email address or phone number, or simply by entering your tracking number. Once you have clicked "Track," you will see the current status. It is normal for the progress bar to stay on “Info received” until the package is delivered. Updates appear at the bottom of the page as your package moves through transit.
Do you offer free shipping?
Yes, we offer free premium shipping on all orders with no minimum spend required.
Do you ship internationally?
At the moment, we ship within the United States only, and we ship directly from our trusted supplier in Asia.
What happens if I am not home when my package arrives?
Your local carrier may leave a notice with instructions for redelivery or pick-up at a nearby location.
What happens if my package is lost?
If your package is lost, please contact us as soon as possible. We usually provide a free replacement item, unless the loss was caused by an error in the shipping details provided by you.
Returns & Exchanges
What is your return policy?
You can return your order within 30 days of receipt. Please note that sale items cannot be returned for a refund. Instead, we offer a replacement item at our expense, while the customer covers the shipping cost. For more details, please check our Refund Policy.
How do I start a return?
Contact our customer service team at info@avarosecharleston.com with your order number and the item or items you wish to return. We will guide you through the process.
How long does it take to get my refund?
Refunds are processed within 5 to 10 business days after we receive and inspect your return.
Can I exchange an item for another size?
Yes, as long as the requested size is in stock.
Sizing & Product Information
How do I choose the right size?
Check the size chart listed with each product. Our clothes fit true to the measurements in the chart, so you can order with confidence.
What if my size is between two sizes?
We recommend choosing the larger size for a more comfortable fit.
How should I care for my clothing?
There is a care label inside each garment with instructions on how to best maintain its quality and fit.
Payments
Which payment methods do you accept?
We accept all major credit cards, Google Pay, Apple Pay and Shop Pay.
Is my payment information safe?
Yes. Our checkout process uses secure encryption technology to protect your personal and payment details.
Do you accept cash on delivery?
No, we only accept online payments at checkout.
Order Changes & Cancellations
Can I cancel my order?
You can cancel your order within 1 hour of placing it. After this time frame, orders are already processed by our system and can no longer be cancelled. If you no longer want the items, the package will need to be returned once delivered.
Can I change my order after it has been made?
Yes, but it must be within 1 hour of placing your order. After that, no changes can be made.
Other Questions
I received the wrong item, what now?
Please notify us as soon as possible so we can arrange a replacement.
Do you offer gift cards?
We do not offer gift cards at this time.
Can I pre-order items that are out of stock?
No, we do not offer pre-orders. You can sign up for restock notifications on the product page.
Will my package come in one box?
Not always. If you ordered multiple items, they may arrive in separate packages.
Why doesn’t my tracking update every day?
Tracking information is only updated when your package moves to a new location or is scanned by the carrier.
Do you include invoices or prices in the package?
No, prices are not shown inside the package, making it gift-friendly.
Can I choose a specific delivery date?
No, we cannot guarantee specific delivery dates.
Will I receive a confirmation email after placing an order?
Yes, once you have placed your order, a confirmation will be sent to your email inbox. If you do not see it, please check your spam or junk folder. If it is still not there, contact our customer service team and we will be happy to help you right away.
Do you have a physical store?
No, we do not have a physical store. Ava & Rose Charleston is an online-only brand, which allows us to focus on offering a wide selection of carefully curated pieces and deliver them directly to your doorstep with free premium shipping.