FAQs – Avara

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FAQs

If your question is not listed below, please feel free to email us at support@shopavara.com!

 

Q: Can I contact customer service? 

A: Of course! Our team is here to answer any and all questions you may have. Please note that our customer service business hours are 10 a.m. - 5 p.m. Monday-Friday. Although we will try to respond to your email as quickly as possible, please allow 24-48 hours for us to respond. Email us at support@shopavara.com.

Q: When is your store open for shopping?

A: Our store is open Thursday and Friday 10 a.m. - 4 p.m. and Saturday 10 a.m. - 3 p.m.

 

Q: Haven’t received your package from USPS yet? 

A: Given the situation with COVID-19 USPS is experiencing delays to shipment speed. We ship out packages within 24 hours of the order being received but have no control on when it will be delivered. We have noticed some packages go from label created to delivered. Please give USPS 10 business days to deliver your package. If you don’t receive your package after the 10 business days please email support@shopavara.com. 

 

Q: I have a question regarding fit/sizing. What do I do? 

A: We're happy to help you find the perfect size! You can email support@shopavara.com or send us a message via Facebook or Instagram. 

 

Q: I need to change something with my order. How do I go about this? 

A: Once an order is processed we are unable to make any changes. You will be able to return your unwanted items (unless they are final sale) for store credit if you do so before the 14 day mark. 

  

Q: I signed up for your email list to receive the 15% code for first time customers, but haven't received it. What now? 

A: Please check your junk mail as first time emails tend to end up there. Be sure to double check the email address you gave as well. If you still do not receive the code, please email us at support@shopavara.com! 

 

Q: I forgot to add my discount code before checkout. Can you do it for me? 

A: Unfortunately we are unable to adjust payments/pricing after you submit an order. Please be sure to take your time and ensure all codes, credit, & discounts are applied BEFORE you hit "submit". 

 

Q: The item I want is out of stock. What should I do now?

A: We have been pretty successful when it comes to restocking our fast moving best-sellers. To ensure you don't miss a restock, you need to join our waitlist via the Avara App (download here)! Simply click on the item/size you desire and tap "join waitlist". Insider tip: Sign up to be WAITLIST AUTHORIZED to ensure you are at the top of the restock list every single time. This process allows us to charge your card the minute a piece is back in stock. Simply add an item to your cart- a pop up will appear asking if you'd like to become waitlist authorized. Click "yes" and follow the steps!

 

 Q: When can I expect my items to ship? 

A: Your order will be shipped within 24 hours of placing it during business hours (Monday-Friday 10 a.m. - 5 p.m.). If you place an order AFTER noon on Friday, you can expect it to ship out the following week. 

 

 Q: I live in the Dallas area. Can I pick up in-person? 

A: Our system automatically prepares orders for shipping so unfortunately we cannot allow anything to be picked up in-person. Worried about shipping? We try to keep our rates as low as possible AND shipping is FREE on orders of $75 or more. 

 

 Q: I am not getting email notifications. Why is that? 

A: Please triple check that the email address associated with your online order/commentsold account is correct. This is how you will be updated regarding order tracking, returns, account credits, etc. 

 

Q: When can I expect my return to be processed? 

A: Please allow 3-4 business days for your return to be processed and credit to be added to your account. You should receive an email once your credit has been added. If you suspect that your return is missed/lost, please feel free to email us at support@shopavara.com AFTER the 3-4 business day grace period has passed. To review our return policy and step-by-step guide to using RETURNLY, please click here

 

Q: I have an online credit. How do I use it? 

A: Avara credit can ONLY be used on our APP (download here). At checkout, if you have a credit on your account it will automatically be applied. DO NOT CLICK the bar that says "remove credit" unless you would NOT like your online credit to be applied. Once an order is submitted, we are unable to go back and apply it for you. If you are wondering how much credit you have, please refer to the email sent to you or email us at support@shopavara.com. If you believe you have a credit that is not showing up at checkout, please email us at support@shopavara.com. If your cart is about to expire & you are waiting on a credit from a return, please note that we will be unable to extend your cart. You will either need to purchase the item without the credit OR wait for the credit to be added to your account and attempt the purchase then. Online credits do not expire! 

 

Q: I have an Avara gift card. How do I use it?  

A: Gift cards can only be used at shopavara.com! Simply add your gift card number to the box on the righthand side of the screen at checkout. Please note that once an order has been placed we will be unable to go back and apply your gift card for you. Please note that for privacy reasons, we do not have access to your gift card number so you will need to keep up with that to ensure you can utilize on the site. Gift cards do not expire and you do not need to log in/ have an account to use a gift card. You can checkout as a guest. 

 

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