Questions, Answered.
Find answers to our most common questions below. If you can't find what you're looking for, our Customer Care team is always here to help.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
Do you ship internationally?
Yes. Avlie offers worldwide shipping from Switzerland.
How much is shipping?
Complimentary worldwide shipping on all orders. Shipping times and any applicable import duties are explained in our Shipping Policy.
How long will my order take to arrive?
European orders typically arrive within 3–5 business days. International orders may take 7–10 business days depending on location.
How do I know when my order has shipped?
You will receive an email confirmation with tracking details as soon as your order leaves our facility.
Do you cover duties and taxes for international shipments?
Duties and import taxes may vary depending on your country. These are the responsibility of the customer unless otherwise stated at checkout.
Orders
Below are some of are common questions about orders
How can I track my order?
Once your order is shipped, you’ll receive a tracking link via email.
Can I change or cancel my order?
We can adjust or cancel an order within 12 hours of purchase. After this window, the order will already be in preparation for dispatch.
What is your return policy?
Returns are accepted within 14 days of delivery for online purchases. Products must be unopened, unused, and in original condition. Please contact Customer Care to initiate a return.
How do refunds work?
Once we receive your return, your refund will be processed to the original payment method within 5–7 business days.
Can I order as a gift?
Yes. You may mark your purchase as a gift at checkout. Invoices are excluded from gift shipments, and you may include a personal note.
Products
Below are some common questions about our products
Are Avlie products vegan and cruelty-free?
Ingredient and product-specific information is available on each product page. If you have a question about a particular formula, please contact our Customer Care team.
Are AVLIE products suitable for sensitive skin?
Skin needs vary. Please review the ingredient list for the product you are considering and contact our Customer Care team if you have questions about a specific formula.
Where are your products made?
AVLIE skincare products are formulated and produced in Switzerland.
How long will one jar last me?
With daily use, each jar typically lasts 6–8 weeks, depending on individual usage.
Can I use the day and night moisturizers together?
Yes. Use Hydration and Protection Day Moisturizer in your morning ritual and Hydration and Repair Night Moisturizer in the evening. They are designed as complementary steps in daily care.
General
What payment methods do you accept?
We accept all major credit cards, PayPal, and secure online payment methods. All transactions are encrypted and protected.
Do I need an account to order?
No account is required. Creating one allows you to track orders and view your purchase history easily.
How can I contact you?
You may reach us via our Contact Page or directly by email at support@avlie.com. Our team replies within 24 hours, Monday–Friday.
Do you offer samples?
Samples may be included with your order when available. At present, samples cannot be ordered separately.
Where can I follow Avlie for updates?
You can find us on Instagram and subscribe to our Journal for stories, insights, and new launches.
Still have questions?
Contact our Customer Care team. We're here to assist you with integrity.