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Frequently Asked Questions

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    Most Frequently Asked Questions

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    Product Info

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    Order Process

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    Tracking & Delivery

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    After Sales Support

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    Returns & Refunds

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    Your Account

  • I haven't received an order confirmation - has it been received?

    A confirmation email is sent to you within minutes following the order validation. If you haven't received a confirmation - the email address you provided has most likely been entered incorrectly or is not active. To check the status of your order, please log in to your Avosdim account here. All orders with an outstanding payment or orders being processed are listed in details.

  • I have received the wrong item how do I proceed?

    In the rare case the wrong item has been sent to you, please inform us through the contact form with all of the relevant details, including order number. We will send out the correct order to you as soon as possible, and provide any return details if applicable.

  • I ordered the wrong product, how do I exchange it?

    We don't offer direct exchanges. If eligible (see below), please return your product then place a new order.

    • You can return all standard products within 30 days of receipt
    • Product and packaging must be returned in perfect condition to guarantee a refund
    • Made to measure and custom products are not eligible for cancellation/return

    Please note: Do not return any item without our prior agreement and a returns form!

    Once the cancellation request has been received and approved, you will receive a return approval email with your return form to send the required products back to us.

  • How do I unsubscribe from the newsletter?

    You will find an unsubscribe link at the bottom of each newsletter. Click the link to unsubscribe.

  • I made a mistake in my order, can I modify it?

    In order to deliver your order as soon as possible, we process them rapidly and automatically. Depending on the type of product and type of modification required, we may or may not be able to make your change.

    Please message us via the contact form with all the relevant information and we will do our best to carry out your request. Even if you contact us by phone these changes are required in writing, so it's best to complete the form before calling.  

     

  • Why haven't I received my order yet?

    Your parcel status indicates it's been delivered but you haven't received anything ?

    Contact us via our tracking form by correctly mentioning the order number and we will contact the courier to resolve the situation as soon as possible.

    If your order has a "processing" status, it means it's still being prepared and is awaiting dispatch.

    If your order has a "pending" status, it means the chosen payment method hasn't been received or validated by our team yet, in that case please verify that you've actually sent the correct payment details to us.

  • Where can I find my invoice?

    You will receive an automated email with your VAT invoice attached once your order has been dispatched.

    If you still haven't received this after your order has been dispatched, please get in touch.

  • What payment methods are available?

    You can pay by credit or debit card (secure payments), Paypal or bank transfer (IBAN). Payments are to be debited immediately at the time of order.

     

  • I've received an incomplete order what should I do?

    If you think there is a part or product msising from your order, please contact us via our contact form. Our customer service team will help get to the bottom of it and find a resolution as quick as possible. The warehouse weight all orders on dispatch so we can easily verify when anything is missing.

    Please note: in some cases, orders may be delivered in separate consignments, due to availability or size of the order.

     

  • How do I cancel my order?

    You can exercise your right to cancellation regardless of the reason, please check the conditions below and complete the cancellation form.

    We don't offer direct exchanges, you must first return your product to us then place a new order.

    Conditions of return:

    • You can cancel and return your order anytime within 30 days of receipt of your order
    • The product and the packaging must be returned in perfect condition to ensure your refund
    • Made to measure products are not eligible for return

    Please note: Don't return anything to us without previous agreement and a returns form.

     

  • What do the different order statuses mean?

    Not sure what your order status means? Please check below for the corresponding status:

    Pending: Your chosen payment method requires confirmation of receipt such as bank transfer. On receipt of payment we will confirm the order.
    Cancelled: Payment was canceled before validation, or there was an error with the payment method. Please try again and contact your card issuer if the issue persists.
    Processing: Payment has been received successfully and the order is being processed. The lead time for your order is applicable now.
    Complete: Your order has been completed at our premises and handed over to our couriers. An automated email will follow with all your tracking information.

  • What if I'm not in to receive my delivery?

    DPD: DPD deliver orders under 2m length. DPD text you to warn of your delivery with options for rescheduling, if you still miss the delivery they will try again the following day. After 3 attempts however they return the delivery to our warehouse.

    Schenker/Redhead: Schenker/Redhead deliver orders over 2m in length. They usually call in advance to book in and confirm your delivery date. If delivery isn't possible for any reason they will call to rearrange.

  • What is the delivery time of my product ?

    Depending on the type of product, the delvery time may vary:

    • For standard products we aim to dispatch within 24H of receiving your order.
    • For customised products the lead time varies between 5 and 20 working days, depending on the product.

    This lead time corresponds to the time period preparing the order, before we hand it over to the courier. Delivery time is generally between 1 and 4 days (tracking information is emailed out on dispatch).

    There is a delivery estimate shown on the product page when ordering. However if you want to see the specific lead time of your product, you can find it in the "additional information" section on the product page.

    Please note that if you order contains several products, the dispatching time of your total order will correspond to the longest delivery time amongst the products you ordered.

  • Why has my card payment been rejected?

    A card payment for an order not going through? Please check the following before getting in touch with us:

    1. Please verify your card details were entered correctly.

    2. Please verify with your card issuer that your card limit has not been exceeded and there are sufficient funds available.  

  • I refused my order delivery, what should I do next?

    Please contact us as soon as possible via the contact form specifying the order number and all relevant information. Upon receipt of the parcel to our warehouse, we will make an assessment. No refund can be processed without the return of the product.

  • How are refunds processed and how long does it take?

    We aim to process product refunds within 10 working days of the receipt of the return. Refunds are returned to the order payment method, unless otherwise requested. If you paid by bank transfer please send us your IBAN / BIC bank information.  

  • How do I reset my password?

    To change your password please follow the below steps:

    • Go to the account login page, click forgotten password
    • Enter your AvosDim account email address
    • If the address is on our system, a password reset email will be sent
  • Can I modify the delivery address?

    If any modification of your delivery address is needed, please notify us as soon as possible via the contact form. If the order is still with us we will modify the address, and if it's been handed over to the couriers, we will notify them of the change.

    Please not we need this information in writing, even if you call to request a change.

  • How to get more information on a product ?

    If you require further information on a product, please read the full product page and check if there are any relevant 'questions & answers' at the bottom of the page. If you can't find what you're looking for, feel free to get in touch with us via our contact form.

  • Is VAT included?

    All product prices on our website include VAT. Tax details are included in order confirmations and VAT invoices.

    VAT invoices are emailed to the purchasing email address after the order has been dispatched.

    All sales via our website are subject to VAT.

  • I broke a part during installation, can you supply a new one?

    Within reason we can replace broken parts free of charge. Please note, depending on the size and/or the quantity, some shipping costs might be incurred at your expense. Please make your request via our dedicated form. We will do our best to send you the required parts as soon as possible.

  • Need installation advice following a purchase?

    Our customer service team are happy to help you through the installation of our products. Please complete our contact form with as much detail as possible, and we will get back to you with our best advice.

  • What is a promotion code?

    Sometimes we use promotion codes in conjunction with our promotional offers. We usually send these out for special occasions via our newsletter.  

    These codes can be entered on checkout before finalising your order. Promotional codes cannot be used retrospectively.

  • What is covered by the guarantee?

    The warranty applies to the proper functioning of any product and it's parts, for any consumer as defined by the European directives.

    If you encounter an issue with one of our products which is still under warranty, please inform us via our dedicated form. Please attach a picture of the issue and include any relevant information.

  • How do I use a promotional code?

    To use your promotional code, go to your basket, fill out the section marked "promo code".

    If your promotional code is valid, your basket will update automatically, and add the relevant discount.  

  • Why is my promotional code not working ?

    Your promo code may not be working for several reasons:

    - The promo code is not valid anymore: our offers are time limited. If you received the promotional code via a newsletter, please check the deadline, it's always mentioned.

    - The products in your basket do not match the promotional offer. If you received the promotion code via a newsletter, check the offer conditions.

    - The minimum amount of purchase has not been reached: some offers are only valid if your basket has a minimum amount value. If you received the promotional code via a newsletter, please check the offer conditions.

  • How can I track my delivery?

    When your order is dispatched, an automated email containing your tracking information is sent to your email address.

    This can also be found by logging into your account and clicking on the relevant order. 

  • I received a damaged product, what should I do?

    If you have received a damaged order please get in touch with us immediately via the contact form.

    We will get back to you to resolve the situation as soon as possible. Don't forget to include your order number, details of the damage and any other relevant information.

  • When will I be debited?

    All card and Paypal payment orders are debited immediately on ordering. If payments is refused the order is automatically cancelled.

    Orders being paid by bank transfer will be confirmed on the receipt of the funds.

  • Why have I been charged but not received anything?

    All card / Paypal payments are processed on the order date, this does not have any correlation to dispatch date or lead time.  Orders paid by bank transfer are confirmed once the funds are received.

  • What is the product guarantee?

    The term of guarantee is different from one product to another. To find out, please go to the relevant product sheet, in the "additional information" section you will find the number of years of guarantee.

  • What is the delivery time of my product ?

    Depending on the type of product, the delvery time may vary:

    • For standard products we aim to dispatch within 24H of receiving your order.
    • For customised products the lead time varies between 5 and 20 working days, depending on the product.

    This lead time corresponds to the time period preparing the order, before we hand it over to the courier. Delivery time is generally between 1 and 4 days (tracking information is emailed out on dispatch).

    There is a delivery estimate shown on the product page when ordering. However if you want to see the specific lead time of your product, you can find it in the "additional information" section on the product page.

    Please note that if you order contains several products, the dispatching time of your total order will correspond to the longest delivery time amongst the products you ordered.

  • How to get more information on a product ?

    If you require further information on a product, please read the full product page and check if there are any relevant 'questions & answers' at the bottom of the page. If you can't find what you're looking for, feel free to get in touch with us via our contact form.

  • Need installation advice following a purchase?

    Our customer service team are happy to help you through the installation of our products. Please complete our contact form with as much detail as possible, and we will get back to you with our best advice.

  • I made a mistake in my order, can I modify it?

    In order to deliver your order as soon as possible, we process them rapidly and automatically. Depending on the type of product and type of modification required, we may or may not be able to make your change.

    Please message us via the contact form with all the relevant information and we will do our best to carry out your request. Even if you contact us by phone these changes are required in writing, so it's best to complete the form before calling.  

     

  • What payment methods are available?

    You can pay by credit or debit card (secure payments), Paypal or bank transfer (IBAN). Payments are to be debited immediately at the time of order.

     

  • Why has my card payment been rejected?

    A card payment for an order not going through? Please check the following before getting in touch with us:

    1. Please verify your card details were entered correctly.

    2. Please verify with your card issuer that your card limit has not been exceeded and there are sufficient funds available.  

  • Is VAT included?

    All product prices on our website include VAT. Tax details are included in order confirmations and VAT invoices.

    VAT invoices are emailed to the purchasing email address after the order has been dispatched.

    All sales via our website are subject to VAT.

  • What is a promotion code?

    Sometimes we use promotion codes in conjunction with our promotional offers. We usually send these out for special occasions via our newsletter.  

    These codes can be entered on checkout before finalising your order. Promotional codes cannot be used retrospectively.

  • How do I use a promotional code?

    To use your promotional code, go to your basket, fill out the section marked "promo code".

    If your promotional code is valid, your basket will update automatically, and add the relevant discount.  

  • Why is my promotional code not working ?

    Your promo code may not be working for several reasons:

    - The promo code is not valid anymore: our offers are time limited. If you received the promotional code via a newsletter, please check the deadline, it's always mentioned.

    - The products in your basket do not match the promotional offer. If you received the promotion code via a newsletter, check the offer conditions.

    - The minimum amount of purchase has not been reached: some offers are only valid if your basket has a minimum amount value. If you received the promotional code via a newsletter, please check the offer conditions.

  • When will I be debited?

    All card and Paypal payment orders are debited immediately on ordering. If payments is refused the order is automatically cancelled.

    Orders being paid by bank transfer will be confirmed on the receipt of the funds.

  • Why have I been charged but not received anything?

    All card / Paypal payments are processed on the order date, this does not have any correlation to dispatch date or lead time.  Orders paid by bank transfer are confirmed once the funds are received.

  • What if I'm not in to receive my delivery?

    DPD: DPD deliver orders under 2m length. DPD text you to warn of your delivery with options for rescheduling, if you still miss the delivery they will try again the following day. After 3 attempts however they return the delivery to our warehouse.

    Schenker/Redhead: Schenker/Redhead deliver orders over 2m in length. They usually call in advance to book in and confirm your delivery date. If delivery isn't possible for any reason they will call to rearrange.

  • Can I modify the delivery address?

    If any modification of your delivery address is needed, please notify us as soon as possible via the contact form. If the order is still with us we will modify the address, and if it's been handed over to the couriers, we will notify them of the change.

    Please not we need this information in writing, even if you call to request a change.

  • How can I track my delivery?

    When your order is dispatched, an automated email containing your tracking information is sent to your email address.

    This can also be found by logging into your account and clicking on the relevant order. 

  • I have received the wrong item how do I proceed?

    In the rare case the wrong item has been sent to you, please inform us through the contact form with all of the relevant details, including order number. We will send out the correct order to you as soon as possible, and provide any return details if applicable.

  • Where can I find my invoice?

    You will receive an automated email with your VAT invoice attached once your order has been dispatched.

    If you still haven't received this after your order has been dispatched, please get in touch.

  • I've received an incomplete order what should I do?

    If you think there is a part or product msising from your order, please contact us via our contact form. Our customer service team will help get to the bottom of it and find a resolution as quick as possible. The warehouse weight all orders on dispatch so we can easily verify when anything is missing.

    Please note: in some cases, orders may be delivered in separate consignments, due to availability or size of the order.

     

  • I refused my order delivery, what should I do next?

    Please contact us as soon as possible via the contact form specifying the order number and all relevant information. Upon receipt of the parcel to our warehouse, we will make an assessment. No refund can be processed without the return of the product.

  • I broke a part during installation, can you supply a new one?

    Within reason we can replace broken parts free of charge. Please note, depending on the size and/or the quantity, some shipping costs might be incurred at your expense. Please make your request via our dedicated form. We will do our best to send you the required parts as soon as possible.

  • What is covered by the guarantee?

    The warranty applies to the proper functioning of any product and it's parts, for any consumer as defined by the European directives.

    If you encounter an issue with one of our products which is still under warranty, please inform us via our dedicated form. Please attach a picture of the issue and include any relevant information.

  • I received a damaged product, what should I do?

    If you have received a damaged order please get in touch with us immediately via the contact form.

    We will get back to you to resolve the situation as soon as possible. Don't forget to include your order number, details of the damage and any other relevant information.

  • I ordered the wrong product, how do I exchange it?

    We don't offer direct exchanges. If eligible (see below), please return your product then place a new order.

    • You can return all standard products within 30 days of receipt
    • Product and packaging must be returned in perfect condition to guarantee a refund
    • Made to measure and custom products are not eligible for cancellation/return

    Please note: Do not return any item without our prior agreement and a returns form!

    Once the cancellation request has been received and approved, you will receive a return approval email with your return form to send the required products back to us.

  • How do I cancel my order?

    You can exercise your right to cancellation regardless of the reason, please check the conditions below and complete the cancellation form.

    We don't offer direct exchanges, you must first return your product to us then place a new order.

    Conditions of return:

    • You can cancel and return your order anytime within 30 days of receipt of your order
    • The product and the packaging must be returned in perfect condition to ensure your refund
    • Made to measure products are not eligible for return

    Please note: Don't return anything to us without previous agreement and a returns form.

     

  • How are refunds processed and how long does it take?

    We aim to process product refunds within 10 working days of the receipt of the return. Refunds are returned to the order payment method, unless otherwise requested. If you paid by bank transfer please send us your IBAN / BIC bank information.  

  • How do I unsubscribe from the newsletter?

    You will find an unsubscribe link at the bottom of each newsletter. Click the link to unsubscribe.

  • What do the different order statuses mean?

    Not sure what your order status means? Please check below for the corresponding status:

    Pending: Your chosen payment method requires confirmation of receipt such as bank transfer. On receipt of payment we will confirm the order.
    Cancelled: Payment was canceled before validation, or there was an error with the payment method. Please try again and contact your card issuer if the issue persists.
    Processing: Payment has been received successfully and the order is being processed. The lead time for your order is applicable now.
    Complete: Your order has been completed at our premises and handed over to our couriers. An automated email will follow with all your tracking information.

  • How do I reset my password?

    To change your password please follow the below steps:

    • Go to the account login page, click forgotten password
    • Enter your AvosDim account email address
    • If the address is on our system, a password reset email will be sent