Frequently Asked Questions (FAQ)

Welcome to our FAQ page. Here you'll find answers to common questions about shopping for furniture, placing orders, payment methods, shipping, returns, refunds, and customer support. If you need further assistance, our customer service team is here to help.

1. General Questions

What types of furniture do you sell?

We offer furniture for a variety of indoor and outdoor spaces, including sofas, bed frames, entryway coat racks, dining tables, outdoor furniture, and outdoor lounge chairs. Browse our product categories to find options that suit your home and lifestyle.

How can I find the right furniture for my space?

Start by measuring your available space and comparing those measurements with the dimensions listed on the product page. Review the product description, specifications, and any available assembly or care information before placing your order.

Where do you ship?

We ship to eligible delivery addresses in all 50 U.S. states. Available shipping options depend on your delivery address and the options shown at checkout.

How can I contact customer service?

You can reach us by email at care@avenaelia.com or by phone at +1 (904) 267-5723. Our customer service hours are Monday through Friday, 9:00 AM–6:00 PM.

Where can I find your website policies?

Our website policies provide detailed information about shipping, cancellations, returns and refunds, payments, privacy, and cookies. Please refer to the relevant policy for the rules and procedures that apply to your question.

2. Products and Shopping

Where can I find product dimensions and specifications?

Product dimensions, descriptions, and other available specifications are listed on the relevant product page. Please review these details carefully to make sure the furniture fits your space and meets your needs.

Will the product look exactly like the pictures?

Colors, textures, and other visual details may appear slightly different depending on your screen settings, lighting, and viewing conditions. We recommend reviewing the written product description and specifications along with the images before purchasing.

What should I check before placing an order?

Check the product dimensions, description, available specifications, price, shipping charge, and delivery address. If assembly instructions, care recommendations, or usage limitations are provided, review those details before completing your purchase.

How do I choose furniture for an outdoor space?

Consider the available space, the intended use, and the product information provided on the relevant page. For outdoor furniture, review any available care instructions and information about environmental suitability rather than assuming every item is suitable for all weather conditions.

What if I have questions about a product?

If you need clarification about a product's dimensions, specifications, or other listed details, contact us at care@avenaelia.com before placing your order. Include the product name or link and your specific question so we can better understand your request.

3. Orders and Payments

What payment methods do you accept?

We accept the following payment cards:

• Visa

• Mastercard

• JCB

• Discover

• American Express

• Diners Club

Please check the checkout page for the available payment options and instructions for your order.

How do I complete my payment?

Add your selected items to your cart, proceed to checkout, enter your required information, and follow the payment instructions displayed on the page. Review your order details before submitting your purchase.

How can I tell whether my order was successfully submitted?

Check the order confirmation information displayed or sent to you after checkout. If you are unsure whether your order went through, contact us with any available order confirmation details before placing another order to help avoid duplicate purchases.

What should I do if my payment fails?

Check that your billing information is accurate and that your card is valid. If the payment still fails, contact your card issuer to ask whether the transaction was declined or requires authorization. You can also contact our customer service team for assistance with the order.

Can I change my order after placing it?

Please contact us as soon as possible if you need to correct your order information. Whether a change can be made depends on the order status and whether processing or shipment has progressed too far. Changes are not guaranteed until confirmed.

Why might my order need additional review?

An order may require review of its details, payment status, or product availability before it is confirmed. If additional information is needed, we may contact you using the information provided with your order. Any resulting action will be handled in accordance with applicable law and the relevant order terms.

4. Shipping and Delivery

What is your shipping coverage?

We ship to eligible delivery addresses in all 50 U.S. states. Please enter your address during checkout to confirm that shipping is available for your order.

How much does shipping cost?

Our standard shipping charges are based on the order amount:

• Orders below $93.00: $7.10 shipping fee.

• Orders of $93.00 or more: Free shipping.

Your applicable shipping charge will be displayed during checkout.

How long does order processing take?

Order processing generally takes 2–3 business days. Processing time is separate from the transit time required after an order ships.

When does my order begin processing?

Our daily cutoff time is 6:00 PM Eastern Time (ET). Orders submitted before the cutoff on a business day generally enter the processing queue that day. Orders submitted after 6:00 PM ET, on weekends, or on applicable holidays generally begin processing on the next business day.

Please note that beginning processing does not mean your order will ship the same day.

How long does delivery take after shipment?

After shipment, estimated transit time is generally 6–11 business days. This is an estimate rather than a guaranteed delivery deadline. Weather, holidays, carrier operations, address issues, and other circumstances may affect delivery.

Which shipping carriers do you use?

Depending on the order and destination, carriers may include DHL, UPS, or DHL Express. The carrier used may vary by shipment.

How can I track my order?

When tracking information is available, we will provide a tracking number or link. Tracking updates may take time to appear after shipment. If your tracking information remains unchanged for an extended period or your delivery is beyond the estimated transit window, please contact us with your order number.

What should I do if my order is delayed or has not arrived?

First, review the latest tracking information, if available. If the shipment appears delayed, has not arrived beyond the estimated transit window, or shows an unusual status, email care@avenaelia.com with your order number and relevant tracking details. We can review the information and determine whether further follow-up is appropriate.

What should I do if my furniture arrives damaged or the wrong item is delivered?

Please contact us promptly at care@avenaelia.com. Include your order number, a description of the issue, and photos of the item or packaging where relevant. We will review the circumstances and explain the appropriate next steps in accordance with our policies and applicable law.

Are taxes and customs charges included?

Under our current shipping arrangements, applicable taxes and duties are included in the relevant product prices, and logistics providers handle customs clearance where applicable.

5. Order Cancellation

How can I cancel my order?

If your order has not shipped, you may request cancellation by emailing care@avenaelia.com or calling +1 (904) 267-5723. Email is recommended. Please provide your order number and any information needed to verify the order.

Can I cancel an order that has already shipped?

Standard cancellation is generally unavailable once an order has shipped because the shipment may no longer be interceptable. After delivery, you may request a return under our Returns & Refunds Policy, subject to the applicable conditions and legal requirements.

Does submitting a cancellation request mean my order is canceled?

No. Submitting a request does not automatically cancel the order. We must review the order status and confirm the outcome. Please wait for confirmation before treating the order as canceled.

Will I receive a full refund if my cancellation is approved?

If your order has not shipped and cancellation is confirmed, a full refund will be initiated to the original payment method.

How long will a cancellation refund take?

The refund will be initiated to the original payment method after cancellation is confirmed. The time it takes for the funds to appear in your account depends on your bank, card issuer, or payment service provider. We do not guarantee a specific posting date.

6. Returns, Exchanges, and Refunds

Do you accept returns?

Yes. Eligible items may generally be returned if you request a return within 21 days of receiving your order, subject to our Returns & Refunds Policy and applicable law.

Do you offer exchanges?

We do not offer direct product exchanges. If you need a different item, contact customer service to discuss the available options under the applicable policies.

How do I request a return?

Email care@avenaelia.com with your order number, the item you wish to return, the reason for the return, and any relevant photos or supporting information, if applicable. Our team will review your request and provide further instructions.

Can I ship the item back before my return is approved?

Please wait until your return request has been reviewed and you have received return instructions. Sending an item back before receiving instructions may complicate the return process.

How do I get a return shipping label?

For approved returns, an electronic return label will be provided where applicable. You can download and print the label according to the instructions provided.

Who pays for return shipping?

For voluntary returns, shipping costs and any reasonable handling fees are handled according to the applicable policy, provided they are disclosed in advance and permitted by law.

If an item arrives damaged, is defective, or is incorrect, we cover reasonable return shipping costs and do not impose unreasonable handling fees.

What should I do if my item is defective, damaged, or incorrect?

Email care@avenaelia.com with your order number, a description of the problem, and photos where relevant. We will review the issue and explain the available next steps. Reasonable remedies will depend on the circumstances, our policies, and applicable law.

When will my return refund be initiated?

After we receive the returned item and complete any necessary inspection, refunds are generally initiated within 2–3 business days, unless applicable law requires an earlier refund. Approved refunds are issued to the original payment method.

When will the refund appear in my account?

The actual posting time depends on your bank, card issuer, or payment service provider. The refund initiation timeframe is not the same as the time required for the funds to appear in your account.

7. Privacy and Cookies

How do you handle my personal information?

We may process information needed to handle orders, payments, delivery, customer communications, and website operations. The details of how personal information is collected, used, disclosed, retained, and protected are explained in our Privacy Policy.

What are cookies, and why are they used?

Cookies are small data files stored in your browser or on your device. Depending on website configuration, cookies and similar technologies may support essential website functions, remember preferences, measure website performance, or support advertising activities.

Can I manage or disable cookies?

You can review the cookie settings available in your browser and may be able to block or delete cookies. Disabling certain cookies may affect features such as shopping cart functionality, checkout, or saved preferences. Where available, you can also use the website's cookie or privacy controls to manage your choices.

How can I make a request about my personal information?

You can contact us at care@avenaelia.com with your request. Depending on applicable law and the nature of your request, verification may be necessary before we can process it.

8. Customer Support

How can I contact customer service?

You can reach us through the following channels:

• Email: care@avenaelia.com

• Phone: +1 (904) 267-5723

• Website: avenaelia.com

• Address: 74 Zaun Trl, Palm Coast, FL 32164, United States

What are your customer service hours?

Our customer service hours are Monday through Friday, 9:00 AM–6:00 PM.

What information should I provide when contacting you?

For an order-related question, please include your order number, a brief description of the issue, and any relevant tracking details or photos, if applicable. Do not send full payment card numbers, card security codes, passwords, or other unnecessary sensitive information through ordinary email.

What happens if I contact you outside business hours?

Messages received outside customer service hours will be reviewed during subsequent customer service hours. Response times may vary depending on the nature of the inquiry and the information needed to review it.

Who should I contact if I have a problem with my order?

For questions about products, payments, order status, shipping, cancellations, or returns, email care@avenaelia.com or call +1 (904) 267-5723 during customer service hours. Providing your order number and a clear description of the issue will help us understand your request.

Still have questions?

We're here to help with product information, orders, shipping, and returns.

Email: care@avenaelia.com

Phone: +1 (904) 267-5723

Customer Service Hours: Monday through Friday, 9:00 AM–6:00 PM