Frequently Asked Questions (FAQs) - AVO
PLACING AN ORDER
1. When will my order(s) arrived?
As all pieces are handmade, there are limited pieces for each design.
For ready stocks, the item(s) will be posted 1 - 2 working days upon receiving the order and payment. For successful orders and payments received after 2pm, 1400 hours (GMT+0800hours), posting will be on the following working day.
Please allow arrival of delivery between 2 - 5 working days (excluding weekends, eve of Public Holidays and Public Holidays).
See something you like but it is out of stock (OOS),
Connect w/ Us. (Refer to question 5 and to find out how). Please note that this is only applicable for AVO designed pieces.
2. Do you do customisations?
Sorry, we do not undertake customisations for AVO designed pieces.
3. Who should I contact if I have not received my order(s)?
Please contact us via email address (firstname.lastname@example.org), if you have not receive your order(s) after 5 working days. For registered items, you may track your item with the tracking number provided at http://www.singpost.com.
4. What can I do if I have an urgent request?
For urgent request, please send an email to email@example.com and provide us with your order reference number. Please note that there will be additional postage fees for urgent requests.
AVO strives to respond promptly between 9am, 0900 hours to 6pm, 1800 hours (GMT+8hours). We seek for your understanding that a slower response time is expected after 6pm, 1800 hours on weekdays, weekends and Public Holidays.
5. What if the item(s) I like is out of stock?
For out of stock (OOS) items, you may
Connect w/ Us and provide the item (SKU) number. As each piece is handmade, we apologise that we are not able to commit a definite time frame when the item(s) will be ready or if the particular design has been discontinued.
We will respond to each OOS request personally to advise accordingly. If the requested item is not discontinued, please note that the time frame for each piece will be different depending on the availability of the findings and components.
Please bear with us and we would like to thank you for your patience in advance.
DELIVERY AND POSTAGE
1. Do you accept international orders?
We are sorry that we only accept local orders for now.
2. Is there any postage options and what are the charges like?
We use SIngPost standard and registered postage. All registered post article has a tracking number and will require a signature upon receipt.
An Email with the tracking number will be sent once the item(s) has been posted. Both standard and registered post article takes between 2 - 5 working days.
All AVO pieces include postage fees. Our postage fees are very reasonable and are based on the rates provided by SIngPost.
3. Can I send someone a gift from AVO?
Of course! Just provide us the name of the person you would like to send a gift to and the mailing address.
You may include this information at the Cart Page (Note: Delivery Mode / Gift?).
PAYMENT AND RETURNS
1. What are the payment options?
We accepts Paypal and telegraphic funds transfers. For all transactions, please indicate at the Cart Page (Note: Delivery Mode / Gift?) on your preferred delivery mode (Standard / Registered). If nothing is indicated, it will automatically be a standard posting.
For telegraphic transfer, the bank account details will be (OCBC Savings Account: 521-3-012247)
Once the telegraphic transfer transaction has been completed, please send an Email to firstname.lastname@example.org with the following information:
1. Transaction / Reference number
2. Preferred delivery mode (Standard / Registered). Please note that the delivery timeframe are about the same for both options.
For transactions made via telegraphic funds transfers, please note that the item will be on hold for 3 days, as interbank transfers may take up to 2 - 3 days to process.
2. Is your website secure?
All payments processed via Paypal are very secure as Paypal is one of the most trusted payment gateways.
Paypal uses the highest level of encryption and data security to ensure that all details provided are protected. Paypal does not share any of your payment details and only securely shares your order(s) and delivery details with us.
3. What if I do not have a Paypal account?
You do not need to have a Paypal account to make an online purchase. You can choose to "Check Out as a Guest" when you are being directed to the payment page. The payment page accepts major credit cards, such as VISA, MasterCard, American Express and Discover. You may wish to setup a Paypal account at the payment page.
4. What is your return and exchange policy(s)?
We accept any reason for returned / exchanged item except for the following conditions:
1. Sale items
2. Incorrect selection of color and item
3. Item made defective by customer
4. Item no longer needed by customer
5. Earrings (due to hygiene and safety reasons)
AVO must be notified via Email (email@example.com) within 3 days from the receipt of the item(s). Due to hygiene and safety reasons, item(s) should not be worn and has to be in a brand new original condition and packaging.
AVO reserves the right to reject the request after verification and evaluation. Customer will be notified and given the option to have the returned item to be shipped back to them. The postage fees for rejected return(s) will be borne by the customer. Please bear with us during this verification and replacement / refund process.
As much as possible, we try our best to ensure that the photographs are true representations of all AVO pieces, there may be some differences in the colors. It is also not uncommon that there is / are chip(s) around the drill holes on the faux pearls. This is common for real pearls as well. We seek for your understanding in these aspects.
5. Who should I contact if the item is faulty?
At AVO, we placed great emphasis on quality and uniqueness. We will ensure that each item is checked and is in a good condition, and carefully packaged prior to delivery.
In the event that the item is damaged during the delivery, please:
1. write to us at firstname.lastname@example.org
2. attach picture(s) of the faulty item
3. include the order reference number within 3 days from the receipt of the item(s).
The faulty item(s) must reach AVO within 10 days from the date AVO responded to you.
After evaluation, we will arrange for a replacement (if stock is available) or a full refund once we received the defected item. Please bear with us during this verification and replacement / refund process.
1. Is there any referral or points rewarding program?
No, we do not have any referral or points rewarding program yet. And yes, AVO would love to reward you! We assure you that this is definitely an area AVO is working hard on how to reward our customers.
2. How often are new designs launched?
We strive to launch new design(s) once a week. For upcoming new designs / collections, you can get a preview from our instagram at avo.avo.avo
3. How do I clean and care for the accessory pieces?
Just like real pearls and jewelry, faux pearls and accessories are delicate and require care as well.
* Gold plated and silver plated finishes require proper care and maintenance to prolong its life and colour life.
* Wipe with a dry cloth or tissue. If problem areas cannot be cleaned, use a slightly damp cloth and let it dry thoroughly before storing. Do not clean the accessories in an ultrasonic machine.
* Due to its delicateness, do not wear the accessories in the shower or swimming pool.
* Protect your accessories by putting it on after application of cosmetics, lotion, perfume or hair sprays.
* Store your accessories in a soft pouch, jewelry box, air tight container or AVO packaging to prevent colour change and scratches.
These information can be found at the bottom of each product page.
4. Are all accessories made by you?
Yes, all jewelry pieces are uniquely designed and handmade by AVO, except for the Satya collection. AVO is only involved in the selection of the semi-precious stone used in the design.
5. Will I see more designs from Satya?
For now, there is no plan yet.
6. Do you have any retail stores?
No, we does not have any retail stores. AVO retails exclusively online.
We try our best to ensure that the photographs are true representations of all AVO pieces. As such, for a clear and true representation of all AVO pieces, all photographs are taken with a grey background.