Refund & Return Policy

Return & Refund Policy

Last Updated: July 1, 2026

Thank you for shopping at Ava Mae Matthews. We want you to feel confident when placing an order with us, and we aim to make our return and refund process clear, fair and easy to understand.

Ava Mae Matthews is operated by A&M Commerce V.O.F. This policy explains how returns, refunds, exchanges and cancellations are handled for purchases made through avamaematthews.com.

1. 30-Day Return Policy

You may request a return within 30 days from the day you, or a person designated by you, received your order.

To request a return, please contact us within 30 days of delivery by email at info@avamaematthews.com or by telephone at +1 929 597 8048.

Please include your order number, the email address used at checkout and the item or items you would like to return.

2. Return Eligibility

To be eligible for a return, the item must be:

  • In the same condition as received.
  • Unworn, unused, unwashed and unaltered.
  • Free from stains, odors, makeup marks, pet hair or signs of wear.
  • Returned with all original tags, labels and protective packaging attached where applicable.
  • Returned in suitable packaging to prevent damage during transit.

We reserve the right to refuse a return if the item does not meet these conditions.

3. How to Start a Return

To start a return, please contact our customer support team before sending any item back.

Email: info@avamaematthews.com
Telephone: +1 929 597 8048

Once your return request has been reviewed, we will provide return instructions and the correct return address.

Please do not send returns to the address printed on the parcel or to our business address unless our customer service team has confirmed this in writing. Items returned without prior approval or to the wrong address may not be accepted.

4. Return Shipping Costs

Customers are responsible for the cost of return shipping, unless the item received was damaged, defective or incorrect.

We strongly recommend using a trackable shipping service and keeping your proof of postage until your return has been received and processed. Ava Mae Matthews is not responsible for returns that are lost or damaged during return shipment.

Original shipping costs, if any, are non-refundable unless the return is due to an error on our side or a damaged, defective or incorrect item.

5. No Restocking Fees

We do not charge restocking fees.

We also do not charge handling fees for standard approved returns. If your return is approved, your refund will be processed according to this policy.

6. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive an item that is damaged, defective or incorrect, please contact us as soon as possible at info@avamaematthews.com.

To help us resolve the issue quickly, please include:

  • Your order number.
  • A short description of the issue.
  • Clear photos of the item, packaging and any visible damage or defect.

If the issue is approved after review, we will offer an appropriate solution, such as a replacement, store credit or refund. If the item is confirmed to be damaged, defective or incorrect, we will not charge you for return shipping costs.

7. Refunds

Once we receive and inspect your returned item, we will notify you by email whether your return has been approved or rejected.

If your return is approved, your refund will be issued to your original payment method within 10 business days after approval.

Please note that your bank, card provider or payment provider may need additional time to process and post the refund to your account.

If more than 10 business days have passed since your refund was approved and you have not received it, please contact your bank or payment provider first. After that, you can contact us at info@avamaematthews.com, and we will be happy to help you check the status.

8. Exchanges

The fastest way to receive a different size, color or item is to return the original item first and place a new order once your return has been approved.

For questions about exchanges, please contact us at info@avamaematthews.com.

9. Non-Returnable Items

For hygiene, safety or personalization reasons, certain items cannot be returned unless they arrive damaged, defective or incorrect.

Non-returnable items may include:

  • Earrings or pierced jewelry where the hygiene seal has been removed.
  • Intimate apparel, bodysuits, swimwear or similar items where hygiene protection has been removed or the item has been worn.
  • Items with visible signs of use, wear, washing, stains, odors or damage caused after delivery.
  • Personalized, customized or made-to-order items.
  • Gift cards, where applicable.

This does not affect your rights if an item arrives damaged, defective or incorrect.

10. Order Cancellations

If you want to cancel an order, please contact us as soon as possible at info@avamaematthews.com.

We do not charge cancellation fees.

We can only cancel an order if it has not yet been processed or shipped. Once an order has been processed or handed over for shipment, it can no longer be cancelled. In that case, you may request a return after receiving the order, following the return process described in this policy.

11. Refused Deliveries and Unclaimed Packages

If a package is refused, not collected or returned to us because the delivery information provided was incorrect or incomplete, we may deduct any direct carrier costs charged for the return shipment where permitted by law.

Please make sure your shipping address is complete and correct before placing your order.

12. Contact Information

For questions about returns, refunds, exchanges, damaged items or cancellations, please contact us:

Store name: Ava Mae Matthews
Company name: A&M Commerce V.O.F.
Company number: 77110617
Website: avamaematthews.com
Email: info@avamaematthews.com
Telephone: +1 929 597 8048
Business address: Westeind 139, 3351 AN Papendrecht, The Netherlands

Customer service hours: Monday to Friday, 9:00 AM–5:00 PM ET
Response time: We aim to respond within 24 hours during business days.