FAQs
Shopping Information
How can I place an order?
Browse our collections, select the product, size, and quantity you want, then add the item to your shopping cart. Once you are ready, proceed to checkout and follow the instructions to complete your order.
How do I choose the right size?
Please refer to the size guide provided on the product page before placing your order. We recommend checking your measurements and comparing them with the size chart rather than choosing a size based only on your usual size.
Are the products suitable for everyday wear?
Yes. Our women's sportswear and underwear are designed with comfort, fit, versatility, and everyday wearability in mind. Please check individual product descriptions for specific features and intended uses.
Can I change or cancel my order after placing it?
We begin processing orders as soon as possible. If you need to change or cancel an order, please contact our customer service team as soon as possible with your order number. We will do our best to accommodate your request before the order is processed or shipped.
How can I check my order status?
Once your order has been shipped, you will receive shipping information and tracking details when available. You can use the tracking information to follow the progress of your shipment.
What should I do if I receive an incorrect or damaged item?
Please contact us as soon as possible after receiving your order. Provide your order number and, where appropriate, clear photos of the item and packaging. Our customer service team will review the issue and help arrange an appropriate solution.
Payment Information
What payment methods do you accept?
Available payment methods are displayed during checkout. Depending on your location and the payment options available on our website, you may be able to pay using major credit or debit cards and other supported payment services.
Is my payment information secure?
We take payment security seriously. Payments are processed through secure payment systems designed to protect your transaction information. Avensai does not intentionally store sensitive payment information such as your complete card number.
When will I be charged for my order?
Payment is generally authorized and processed when you complete checkout. Your order will be processed after the payment has been successfully confirmed.
Why was my payment declined?
A payment may be declined for several reasons, including incorrect payment details, insufficient funds, card restrictions, or security checks from your payment provider. Please verify your information or contact your bank or payment provider if the issue continues.
Will I receive an order confirmation?
Yes. After successfully completing your purchase, you should receive an order confirmation containing your order details. If you do not receive one, please check your spam or junk folder or contact our customer service team.
Order Returns
Can I return an item?
We want you to be satisfied with your purchase. If you need to return an eligible item, please contact our customer service team before sending anything back. Return eligibility and conditions may vary depending on the product and the reason for the return.
Are underwear and intimate apparel eligible for returns?
For hygiene and safety reasons, certain underwear and intimate apparel may not be eligible for return or exchange once they have been worn, washed, or removed from their original hygienic packaging. Please check the applicable return conditions before purchasing.
What condition must an item be in to qualify for a return?
Returned items should generally be unworn, unwashed, undamaged, and in their original condition, with original tags and packaging where applicable. Items showing signs of use may not be accepted.
How do I request a return?
Please contact our customer service team with your order number and the reason for your return. We will provide the appropriate return instructions if your request meets our return requirements.
Who pays for return shipping?
Return shipping responsibility may depend on the reason for the return. If an item is defective, damaged, or incorrect due to an error on our part, please contact us before returning it so we can determine the appropriate solution. For other returns, return shipping may be the customer's responsibility.
How long does a refund take?
Once your returned item has been received and inspected, we will process an eligible refund. The time required for the refund to appear in your account may depend on your original payment method and financial institution.