Customer Service


SHOPPING AND ORDERING

Here you can find information about how to use the online shop and how the order process works.

HOW DO I ORDER FROM AVESU?

For legal reasons, it is only possible to order from us via our online shop. Unfortunately we cannot accept orders via phone, e-mail or fax.

We have however worked on making our online shop simple and intuitive. Once you select the department (e.g. women’s, men’s), you can sort items according to their style, size, colour, price and brand using the filter on the left side of the page. You can find more information about each item on their respective product page by clicking on the item, and can select a size by clicking on the respective size button. Once you have selected a size, click on “Add to Cart”. The item is then added to your virtual cart, which you can view by moving the mouse over the small box icon on the top right of the page. You can edit the size or quantity of an item in your cart by clicking on the pencil icon or can remove an item by clicking on the “X” icon. When you are ready to complete your order, simply click on the “Go to Checkout” button in the cart and follow the instructions.

You can pay via credit card, bank transfer or paypal. Shopping with us is safe, as all your data will be kept confidential. Find out more about our privacy policy on the following page: https://www.avesu.eu/privacy-policy/

WHY CAN’T I SELECT MY SIZE?

If a size is greyed out, it means the item isn’t available in that size. A dark grey size button means that the item can be reordered from the manufacturer, and the additional delivery time is shown underneath the size box.

ARE OUT OF STOCK ITEMS/MODELS REORDERED?

We often reorder models from the manufacturer, but we unfortunately can’t always say, which models or sizes can be reordered. We therefore offer an e-mail notification function, where you can request to receive a notification as soon as the item is available again. In order to request an e-mail notification, select the size that is currently unavailable and click the message underneath the size box.

HOW CAN I CANCEL MY ORDER?

If you would like to cancel an order, please contact us via e-mail or phone as soon as possible.

WHAT CAN I DO IF AN ITEM IS INCORRECTLY DELIVERED?

Occasionally we might make mistake and it could happen that an incorrect item is delivered. In this case, please contact our customer service team so that we can resolve the situation as quickly as possible.

WHY DOES THE ITEM LOOK DIFFERENT THAN IT DOES IN THE PROUCT PHOTOS?

In rare cases, it might happen that the manufacturer slightly change the product before they enter production. For our product photos, we often use sample models, and it is therefore possible, that slight differences occur. If you are unsatisfied with an item, please contact our customer service team or return the item to us.

SHIPPING AND DELIVERY

HOW ARE ORDERS SHIPPED?

Orders are shipped with DHL GoGreen. For international shipping, DHL works together with local shipping providers. Once your parcel leaves Germany, it may be handed over to your national postal service. The DHL Track & Trace Service will provide you with that information.

WHICH COUNTRIES DOES AVESU DELIVER TO?

At the moment, we deliver to the following countries: Austria, Belgium, Bulgaria, Czech Republic, Croatia, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingom.

For orders to Austria or Germany, please visit our German shop at www.avesu.de
For orders from outside of the EU please visit www.avesuveganshoes.com Please also check this table for delivery destinations.

WHAT ARE THE DELIVERY COSTS FOR ORDERS?

Delivery costs for orders from countries within the EU are € 9.00 Delivery costs for orders from Germany and Austria are € 5.90. Please visit our German shop at www.avesu.de
For orders from outside of the EU please visit www.avesuveganshoes.com

HOW LONG DOES DELIVERY TAKE?

Delivery times vary depending on the availability of the item and the delivery destination. More information on the availability of individual products and sizes can be found on the product pages by selecting your size. Items that are in stock are dispatched within 1-3 working days. For more information on delivery times for your country, please see the following table.

WHEN WILL MY PARCEL BE DELIVERED?

As soon as your parcel leaves our warehouse, you will receive a dispatch confirmation
via e-mail, which includes the tracking number for your parcel and instructions how to track the status of your parcel.

IS EXPRESS DELIVERY POSSIBLE?

Unfortunately, express delivery isn’t available at the moment.

PAYMENT

WHICH PAYMENT METHODS ARE AVAILABLE?

You can pay by credit card, PayPal and bank transfer.

IS IT POSSIBLE TO ORDER USING A PURCHASE ORDER?

Unfortunately, purchase orders are not possible.

ARE THE PAYMENT METHODS SECURE?

Our external payment partners guarantee secure and confidential handling of sensitive payment data, including PayPal (Europe) S.à r.l. et Cie, S.C.A. for payment made with PayPal and ConCardis GbmH, which is a certified partner of the credit card suppliers.

ARE BANK FEES INCURRED DURING PAYMENT?

Payment via PayPal is free from fees for customers. For international bank transfers and credit card fees, fees with your bank or credit card provider may be incurred. Your bank or credit card provider can give you more information about possible fees.

HOW CAN I REDEEM MY DISCOUNT CODE?

Your discount code can be entered in your cart (“Shopping Cart”) in the appropriate field and activated by clicking “Apply Coupon”.

RETURNS & EXCHANGES

HOW CAN I RETURN AN ITEM?

We give customers the opportunity to return or exchange items within 14 days. Please fill out the returns form that you should have received in the parcel that we sent. As well as sending shoes back in the original shoebox, please pack any items to be returned into a box or parcel along with the returns from so that the original shoebox isn’t damaged on its way back to us.
If you can’t find your returns form, please contact us by either filling in the contact form or sending an e-mail to support@avesu.eu, letting us know your order number and whether you would like to exchange or return the item(s).

Please return items to the address below:

avesu GmbH c/o VEMATEC
Wackenbergstraße 78-82
13156 Berlin
GERMANY

Once returns reach us, we aim to process them within approximately 5 working days.

CAN SHOES THAT HAVE BEEN WORN ALSO BE RETURNED?

To return shoes, they must be in their original condition, which means they mustn’t show any signs of wear. For this reason, please try on shoes indoors only.

DO I HAVE TO PAY FOR THE DELIVERY COSTS FOR RETURNS?

Unfortunately we currently aren’t able to offer free postage for returns. If you decide to exchange an item, we are happy to cover the cost of the delivery of the new item. Please return items with sufficient postage to the address below:

avesu GmbH c/o VEMATEC
Wackenbergstraße 78-82
13156 Berlin
GERMANY

We strongly recommend that you check the shipping costs with your local postal service and/or parcel delivery services for returning any ordered items from your country to Germany.

CAN I EXCHANGE AN ITEM?

If a shoe doesn’t fit, you can exchange it by filling out the returns form that you should have received in the parcel that we sent, telling us which size you would to exchange it for. If you prefer to get a different colour or a different item instead, please place a new order in our online shop and return the item(s) you have already received back to us to be refunded. Once your parcel reaches us, we aim to process it within approximately 5 working days.

PRODUCTS & GENERAL

ARE ALL PRODUCTS AT AVESU VEGAN?

All products from avesu are 100% vegan. We only work with manufacturers that consciously avoid using animal materials and can guarantee this.

If you want to know more about why we offer vegan shoes feel free to browse our infocenter for more information.

WHICH MATERIALS ARE ITEMS PRODUCED FROM?

The majority of the ‘leather-look’ shoes are made from synthetic microfibres such as polyurethane. Additionally there are also a variety of natural materials used such as canvas, cork and nartural rubber.

Read more about vegan alternatives or check out the list of our materials .

ARE THE PRODUCTS ON OFFER ETHICAL?

Ethical working conditions are an important criterion for the selection of our products. All the manufacturers we work with produce fairly and/or support local projects for the improvement of working conditions in their region.

Furthermore we have carried out quality assurance of manufacturers‘ factories since 2014 in order to see for ourselves how the products we offer are made. We are working hard on making the information we gather transparent to you in reports about the brands like this one about the Brazilian brand ahimsa.

Any manufacturers that refuse to work with us in this respect are not included in our product range. Read more about this in our section about ethical responsibility.

CAN I ONLY ORDER ONLINE?

You can only place orders in our online shop using our website. Unfortunately we currently aren’t able to take orders via e-mail, letter, fax or phone.

IS AVESU A SUSTAINABLE ENTERPRISE?

With our holistic approach, we try to combine animal and environmental protection. Our use of green energy from Greenpeace Energy, environmen- tally friendly shipping and the energy saving fittings in our stores contribute to this.

You can find more information about this in our section about ethical responsibility, and more detailed information about our business in avesu insights.

SHOW DOES THE ENVIRONMENTALLY FRIENDLY SHIPPING WORK?

Orders are delivered with environmentally friendly and climate neutral DHL GoGreen shipping, where the average emissions from transport is calculated and is offset via investment in various certified climate protection projects.