Return & Refund Policy
Returns
We have a 14-day return policy, which means you must notify us that you wish to return your order within 14 days of receiving it.
After notifying us, you must return the item(s) without undue delay and no later than 14 days from the date you submitted your return request.
To start a return, sign in to your customer account and submit a return request, or contact us at info@sivistaavenue.com.
Once your return request has been received, we will provide return instructions and, where applicable, a prepaid return shipping label. The applicable return shipping fee will be deducted from your refund:
- Sweden: 79 SEK
- European Union (EU): 149 SEK
- International: 249 SEK
Please do not return items without first submitting a return request, as we may be unable to identify and process your return.
You can always contact us with any return-related questions at info@sivistaavenue.com.
Condition of Returned Items
You may carefully try an item to assess its size, fit and characteristics, just as you would in a physical store.
To be eligible for a full refund, returned items must be returned in the same condition as received, with tags attached, original packaging and any included accessories.
If an item has been handled beyond what is necessary to assess its nature, characteristics or fit, and this results in a reduction of its value, Sivista Avenue reserves the right to deduct the actual diminished value from the refund in accordance with applicable consumer law.
Examples include, but are not limited to:
- Wearing the item beyond normal fitting.
- Washing, altering or damaging the item.
- Stains, make-up, deodorant, dirt or pet hair.
- Sweat, perfume, smoke or other noticeable odours.
- Missing or damaged tags, packaging or accessories.
- Any condition that prevents the item from being resold as new.
All returned items are individually inspected upon receipt. If a deduction is made, we will inform you of the reason and the amount deducted.
Right of Withdrawal
Customers within the European Union have the right to withdraw from their purchase within 14 days of receiving their order, without providing a reason.
Before an order has been fulfilled, you may request cancellation through the cancellation options available on our website.
After delivery, you may exercise your right of withdrawal by submitting a return request through your customer account or by contacting info@sivistaavenue.com.
Nothing in this policy limits your mandatory rights under applicable consumer law.
Complimentary Gifts & Promotions
If your order qualified for a complimentary gift or promotional benefit based on a minimum purchase value or other promotional condition, the gift must also be returned if the remaining order no longer qualifies for that promotion.
The gift must be returned in its original condition. If it is not returned, its value may be deducted from your refund where permitted by applicable law.
Damages and Issues
Please inspect your order upon delivery and contact us immediately if you receive a defective, damaged or incorrect item so that we can evaluate the issue and make it right.
Please include your order number and photographs where relevant.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Custom-made or personalised products.
- Sealed personal care or hygiene products once opened.
- Gift cards.
Please contact us if you have any questions about your specific item before making a purchase.
Exchanges
We do not currently offer direct exchanges.
The fastest way to receive a different size, colour or item is to return the original item and place a new order once your return has been processed.
Refunds
We will notify you once we have received and inspected your return.
Refunds will be issued to your original payment method.
Where applicable, the following may be deducted from your refund:
- The applicable return shipping fee.
- Any lawful deduction for diminished value.
- The value of any unreturned complimentary gift where the promotion no longer applies.
We may withhold the refund until we have received the returned item(s) or you have provided proof that they have been sent back.
Approved refunds are normally processed within 10 business days after the returned item(s) have been received and inspected. Please note that your bank or payment provider may require additional processing time.
If more than 15 business days have passed since we confirmed your refund, please contact us at info@sivistaavenue.com.