Avenrel FAQ

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Who is Avenrel?

Avenrel is a curated furniture and lighting brand dedicated to refined design, premium materials, and thoughtful craftsmanship. Our collections are designed to elevate everyday living through timeless aesthetics and enduring quality.

Where is Avenrel based?

Avenrel operates internationally with offices and manufacturing partners overseas and fulfills orders through a combination of U.S.-based warehouses and verified international fulfillment partners. Our parent company and primary operations are based in China, where we oversee product development, quality control, and global supply chain coordination. This structure allows us to offer distinctive designs while maintaining reliable delivery and consistent standards.

Do you offer a trade or designer program?

Yes. We offer a dedicated Trade Program for interior designers, architects, and industry professionals.

Please contact trade@avenrel.com for details and eligibility.

Do I need an account to place an order?

No. You may check out as a guest. Creating an account allows you to track orders, save addresses, and view order history more easily.

What payment methods do you accept?

We accept major credit cards and other secure payment options displayed at checkout. All payments are processed through PCI-compliant third-party payment providers.

Will I be charged sales tax or additional fees?

Applicable sales tax will be calculated at checkout based on your shipping address and local regulations.

For shipments within the contiguous United States, import duties are included in the listed price.

How long does shipping take?

Each order follows two stages: processing time and shipping transit time.

In-stock items shipped from our U.S. warehouse:

Processing time: 2–5 business days
Transit time: 5–10 business days

Items not currently in stock and fulfilled from international partners:

Processing time: 15–25 business days
Transit time: 30–45 business days

Total delivery time is the combination of processing and transit.

For full details, please review our Shipping Policy.

Where do you ship?

We currently ship to the contiguous United States.

We do not ship to P.O. boxes, APO/FPO addresses, or international destinations at this time.

How are delivery windows scheduled?

For larger or freight deliveries, carriers may contact you directly to schedule an appointment window that works for you.
If you prefer specific delivery times or need to coordinate access details, include delivery notes during checkout or contact our support team after placing your order.

Will all items in my order arrive at the same time?

Orders containing multiple items may ship separately depending on availability and shipping origin. Tracking details will be provided for each shipment.

Does someone need to be home to receive the delivery?

Yes. Large or freight deliveries typically require an adult to be present to accept and inspect the shipment at the time of delivery.

For safety and verification purposes, the recipient must be at least 18 years of age.

What if my residence is not ready to receive delivery?

If your move-in date or renovation schedule is not yet confirmed, please contact us as early as possible.

In most cases, our logistics partners can offer up to 50 days of complimentary storage, allowing you flexibility to arrange delivery at a suitable time.

Please note that if storage exceeds 30 days, the order may be considered completed for delivery purposes and will no longer be eligible for our 30-day return and exchange policy.

We recommend confirming your delivery readiness in advance to ensure the best experience.

Why do you ship some items from outside the U.S.?

Some products may be fulfilled from our verified international partners when inventory is temporarily unavailable in our U.S. warehouse.

This allows us to offer a wider range of designs and materials while maintaining consistent quality standards.

Shipping timelines for these items differ from U.S.-based shipments and will be reflected in the estimated delivery timeframe.

All shipments are trackable, and applicable duties or import fees for deliveries within the contiguous United States are included in the listed price or shown at checkout.

How do I measure for proper fit (doors, hallways, staircases)?

To ensure a smooth delivery experience, we recommend measuring all access points before placing your order, including:

Doorway width and height
Hallway width
Staircase width, turns, and ceiling clearance
Elevator dimensions (if applicable)

Please compare these measurements with both the product dimensions and packaging dimensions listed on the product page.

For additional guidance, please refer to our Measurement Guide. If you have any questions prior to purchase, our support team is happy to assist.

What should I do if I have special delivery instructions?

If your delivery location has special requirements—such as gated access, security codes, limited parking, building regulations, or restricted delivery hours—please include this information in the Delivery Notes at checkout or contact us as soon as possible after placing your order.

Providing accurate delivery details in advance helps avoid delays and ensures a smooth delivery experience.

What should I do if my delivery is delayed?

Delivery delays may occasionally occur due to factors such as weather conditions, customs inspections, port congestion, or carrier-related issues.

If you notice a delay:

Check the tracking link provided in your shipping confirmation email
Contact the carrier directly if tracking has not updated for several days
Reach out to our support team if you need additional assistance

While transit timing depends on the carrier, we are always happy to help coordinate where possible.

What if I’m not ready to receive delivery yet?

If your move-in date or home access is not yet confirmed, please contact us as soon as possible.
In most cases, our logistics partners can offer a **limited complimentary storage period** to help you coordinate delivery timing.
Please check our Shipping Policy for current storage timeframes. If storage exceeds the complimentary period, delivery may be considered complete and return eligibility will follow policy terms.

What is White Glove Service?

White Glove Service is an optional premium delivery upgrade that includes indoor delivery, room-of-choice placement, unpacking, and debris removal. This service is designed for large, heavy, or delicate items.

Is White Glove Service included with free shipping?

No. Free standard shipping includes curbside or driveway delivery only.

White Glove Service is an additional paid option.

Can I add White Glove Service after placing my order?

In most cases, yes. Please contact support@avenrel.com with your order number, and we will assist if the delivery status allows.

Are White Glove services available for all item types?

White Glove Service is available for most furniture and large items.

At this time, lighting installation is not included as part of White Glove Service due to the technical nature of electrical work.

If you require additional assistance beyond standard White Glove delivery, please contact our support team and we will do our best to help guide you.

What is your return policy?

We accept eligible return requests within 30 days of delivery, subject to condition and approval.

Return eligibility, shipping responsibilities, and refund timelines are outlined in our Return & Refund Policy.

What if my item arrives damaged?

Please inspect your delivery upon arrival.

If the outer packaging is visibly damaged, you may refuse the shipment and contact us immediately.
If damage is discovered after unpacking, notify us within 30 days of delivery with photos or videos.

We will arrange repair, replacement, or refund based on the situation.

What if my item does not fit through my doorway or space?

We strongly recommend reviewing both product dimensions and packaging dimensions carefully before placing your order to ensure the item can be accommodated in your space.

Incorrect sizing or access limitations (such as doorways, hallways, elevators, or staircases) are not considered product defects.

If an item cannot be used due to space or access limitations, return eligibility will be handled in accordance with our Return & Refund Policy, and customers remain eligible to exercise their 30-day return rights where applicable.

To help avoid unnecessary inconvenience, we encourage reviewing our Measurement Guide prior to purchase.

If you have any questions about dimensions or delivery access, our support team is happy to assist before you place your order.

What does “return eligibility” mean?

Return eligibility refers to the conditions that must be met for a return request to be approved under our Return & Refund Policy.

This generally includes:

The item must be unused and in original condition
All original packaging, components, and accessories must be included
The return request must be submitted within 30 days of delivery
The return must be approved before shipping

For full details, please refer to our Return & Refund Policy.

What happens if my return arrives incomplete or improperly packaged?

Returned items must include all original components, accessories, and approved packaging.

If a return arrives incomplete or without approved packaging, it may affect inspection results or refund eligibility.

If additional information or action is required, our team will contact you during the inspection process.

Can I track my return shipment?

Yes. Once your return has been approved and shipped, you will be asked to submit the return tracking number as instructed.

You can monitor the return status through the carrier’s tracking system until it arrives at the designated return facility.

Can I change or cancel my order after it’s placed?

Orders for standard (non-custom) items may be canceled within 48 hours of purchase.

After this window, changes depend on processing status.

Custom or made-to-order items cannot be canceled once production has begun.

How can I check my order status?

Once your order ships, you will receive a confirmation email containing your tracking information.

If you have received a shipping notification, you may also visit our Order Status page using the link provided in the email to view the latest updates.

If you need additional assistance, our support team is always available to help.

How do I update my shipping address after placing an order?

If you need to update your shipping address, please contact us as soon as possible after placing your order.

If the order has not yet entered processing, we may be able to update the address.

Once processing or shipment has begun, address changes may not be possible, and carrier address correction fees may apply. These fees are the customer’s responsibility unless the error was caused by Avenrel.

What should I do if I experience issues after installation?

If you experience any issues after your furniture or lighting installation — whether related to product performance or individual components — please contact our support team with photos and relevant details.

We will work with you to determine the appropriate resolution in accordance with our Return & Refund Policy, any applicable warranty coverage, and manufacturer guidelines.

Why might my product look slightly different from the photos?

Many of our products use natural materials such as wood and stone. Variations in grain, texture, and color are normal and part of the material’s character.

Will I need to assemble or install my item?

Most of our furniture pieces arrive fully assembled. In some cases, small components such as handles or hardware may be packaged separately to prevent damage during transit. These components are designed for simple, straightforward installation, and clear instructions are included.

For lighting products, professional installation by a licensed electrician is required. Installation services are not included with the purchase, as lighting fixtures often involve delicate materials and electrical connections that must be handled by qualified professionals.

At this time, White Glove Service does not include lighting installation.

If you require assistance locating a qualified installer, please contact our support team and we will do our best to help guide you.

Do you offer a warranty on your products?

Certain products may be covered by a manufacturer’s warranty or protection against manufacturing defects.

Warranty terms vary by product and will be noted on the individual product page when applicable.

If you believe your item has a manufacturing issue, please contact support@avenrel.com with your order number and relevant photos for assistance.

Do you offer promotions or discount codes?

From time to time, we offer special promotions. Terms and conditions will be specified for each offer.

Can multiple discount codes be combined?

Discount codes cannot be combined unless expressly stated.

Discover more in our FAQ

General Information