FAQs
Ordering & Payment
How do I place an order?
Simply browse our online store, add your desired items to your cart, and proceed to checkout. Follow the prompts to enter your shipping and payment information.
What payment methods do you accept?
We accept cash, bank transfers, and card payments for purchases made directly at Avana Retreat.
For online payments, you can use the following options: Visa, MasterCard, JCB, Amex, Union Pay, local ATM debit bank cards, and QR code (mobile banking or e-wallet).
Is my payment information secure?
Yes, we use secure SSL encryption to protect your payment information. Your data is processed securely, and we do not store your credit card details.
Can I cancel or change my order?
We process orders quickly. Please contact us immediately at inquiries@avanaretreat.com if you need to cancel or change your order. We will do our best to accommodate your request, but we cannot guarantee changes after an order has been processed.
Do I need to create an account to place an order?
No, you can check out as a guest. However, creating an account allows you to save your shipping information and track your orders.
Shipping & Delivery
Where do you ship?
We ship worldwide, except for fragile products, which can only be received at Avana Retreat.
What are your shipping costs?
Shipping costs vary depending on your location and the weight of your order. You can view the shipping costs at checkout before completing your purchase.
How long does shipping take?
Shipping times vary depending on your location and the shipping method selected. Estimated delivery times under normal customs clearance conditions are as follows:
- 10-12 days for shipments to the USA and Canada
- 7-10 days for shipments to the UK
- 12-15 days for shipments to Australia
- 3-5 days for shipments to Singapore
- 5-7 days for shipments to Korea
For other destinations, please contact us to get detailed information.
How can I track my order?
Once your order has shipped, you will receive a confirmation email with a tracking number. You can track your order on this website.
What if my order arrives damaged?
Please contact us immediately at inquiries@avanaretreat.com with a video of you opening the package. We will work with you to resolve the issue.
What happens if my package gets lost?
If your tracking information shows that your package has been lost in transit, please contact us immediately. We will work with the shipping carrier to investigate and resolve the issue.
Returns & Exchanges
What is your return policy?
We only accept returns for faulty, damaged, or misshapen products due to transit. A video of you opening the package is required for returns and free return shipping.
Products in perfect condition or faulty items without video evidence of unboxing are not returnable.
Please see our full return policy for more details.
Who pays for return shipping?
If the item was damaged in transit and you've got a video of you opening the package, Avana will pay for the return.
Can I exchange an item?
Products in perfect condition or faulty items without video evidence of unboxing are not returnable.
How long does it take to process a return?
Return processing times vary depending on the situation. You'll get a confirmation email once your return has been processed.
When will I receive my refund?
Once your return and refund are confirmed, you'll receive an email notification with the details as soon as possible.
Products & Stock
How do I care for my items?
Care instructions are provided on the garment's label or on our website. Please follow these instructions to ensure the longevity of your items.
The item I want is out of stock. What can I do?
Please contact us at inquiries@avanaretreat.com for updates on the product you'd like to purchase.
Are the colors of the products accurate?
We make every effort to display the colors of our products accurately. However, monitor settings may affect the colors you see on your screen.
Contact & Support
How can I contact customer service?
You can contact us by email at inquiries@avanaretreat.comor by phone at +84218 3819 868.
What are your customer service hours?
Our customer service is available daily, from 8:30 AM to 5:30 PM.
Do you have a physical store?
We have a Boutique Shop at Avana Retreat, located in Panh Village, Bao La Commune, Mai Chau, Hoa Binh, Vietnam. Therefore, you can purchase directly at Avana Retreat.