Refund policy
Last Updated: June 13, 2026
At Averfelt, we take pride in creating thoughtfully designed felt ornaments, stockings, décor, and gifts. If you are not completely satisfied with your purchase, please review our policy below.
Preorder Policy
We ship within the U.S. via USPS or UPS. Orders typically process within 3–5 business days unless otherwise noted (for example, if your item is part of a preorder).
Preorders will ship according to the timeline on the product page — usually around November 1 in the calendar year. You’ll receive a tracking number as soon as your order is on its way. Please understand that some delay in shipping may occur due to shipping delays or production delays.
We’re a small team working with artisans across the world, so please allow for slight variations and occasional production delays (we’ll always keep you updated if that happens).
Shipping rates are calculated at checkout based on your order and location.
Right of Withdrawal for Customers in the European Union
If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order without providing a reason.
To exercise your right of withdrawal, you must submit a withdrawal request through our online withdrawal form or contact us before the expiration of the 14-day withdrawal period.
Once your withdrawal request has been received, we will send confirmation of receipt by email.
You must return the goods within 14 days of notifying us of your decision to withdraw from the contract.
Refunds will be issued within 14 days of receiving the returned goods or receiving evidence that the goods have been shipped back to us, whichever occurs first.
EU consumers may exercise their right of withdrawal through the online withdrawal form available on our EU Right of Withdrawal page.
Return Conditions
To be eligible for a return:
- Items must be returned in their original condition.
- Items should be returned with original packaging whenever reasonably possible.
- Customers may inspect items upon receipt, but refunds may be reduced if the value of the goods has been diminished through handling beyond what is necessary to establish their nature, characteristics, and functionality.
- Customers are responsible for packaging returned items appropriately to prevent damage during transit.
Return Shipping Costs
For returns resulting from a withdrawal under EU consumer law, the customer is responsible for the direct cost of returning the goods unless otherwise required by applicable law.
For all other approved returns, return shipping costs are the responsibility of the customer unless the return is the result of our error.
We recommend using a trackable shipping service for all returns.
Averfelt is not responsible for items lost or damaged during return transit.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to:
- Personalized or custom-made products created according to the customer's specifications.
- Products customized, altered, or specially commissioned for a customer.
- Products damaged due to misuse, neglect, improper handling, or accidents after delivery.
These exclusions apply where permitted by applicable law.
Damaged, Defective, or Incorrect Orders
Please inspect your order upon delivery.
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery and provide:
- Your order number
- Photographs of the item
- Photographs of the packaging and shipping box
- A description of the issue
Upon review, we may provide a replacement, store credit, partial refund, or full refund, depending on the circumstances.
Non-EU Customers
For customers outside the European Union, returns are reviewed on a case-by-case basis.
Return requests should be submitted within 14 days of delivery.
Approved returns must be unused, in original condition, and returned with original packaging whenever reasonably possible.
Return shipping costs are the responsibility of the customer unless the return is due to a damaged, defective, or incorrect item.
Approval of a return request does not guarantee approval of a refund. Each request is evaluated individually based on the condition of the item and the circumstances of the return.
Refund Processing
Once an approved return has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will be issued to the original payment method used at checkout.
Depending on your financial institution, refunds may take several business days to appear in your account.
Contact Information
For questions regarding returns, refunds, withdrawals, or damaged orders, please contact:
Averfelt
Email: [your customer service email]
Website: www.averfelt.com
