Everything about delivery and returns at Sassy Ava, in one place. If anything here does not answer your question, write to us at sassyava@outlook.com and include your order number.
Order processing
Orders are prepared and dispatched within 1–3 business days of being placed, Monday to Friday excluding public holidays. Every piece is checked and wrapped by hand before it leaves us, so an order placed over a weekend or holiday enters preparation on the next business day. You will receive a confirmation email when your order is placed, and a second email with tracking details when it is dispatched.
Shipping methods and estimated delivery
Within the United States, standard delivery is estimated at 5–10 business days from dispatch. For international orders, the delivery methods available for your address and their estimated timeframes are shown at checkout before you pay. All delivery times are estimates provided by the carriers; they are calculated from the day of dispatch, not the day the order was placed, and they are not guaranteed.
Shipping rates
Shipping charges are calculated at checkout based on the weight of your order and its destination, and the exact charge for your order is always shown before payment. We do not add handling fees on top of the rate shown at checkout.
Tracking
Every dispatched order is sent with tracking. Your tracking number and a link to follow the parcel are included in your dispatch email. If tracking has not updated for several days, the parcel is usually still moving through the carrier's network — but if you are concerned, write to us and we will look into it with the carrier.
Address accuracy
Please check your shipping address carefully at checkout: you are responsible for the accuracy of the address you give us. We cannot change a delivery address once an order has been dispatched. Parcels returned to us because of an incorrect or incomplete address, or because they could not be delivered, can be re-sent once the return reaches us, with the cost of re-shipping charged before dispatch. To change an address before dispatch, contact us as early as possible at sassyava@outlook.com and we will do our best.
International orders — duties and taxes
For orders delivered outside the United States, customs duties, import taxes and local clearance charges may apply. Unless such charges are expressly stated as included at checkout, they are the responsibility of the recipient and are collected by the carrier or customs authority on or before delivery; they are not included in our product prices or shipping charges. We cannot predict or control these charges, and delays caused by customs clearance are outside our control.
Delays outside our control
Occasionally delivery is delayed by events beyond our reasonable control — severe weather, carrier network disruption, customs holds, or public emergencies. Where we become aware of a significant delay to your order we will contact you. Delivery estimates are not a guarantee, and such delays do not by themselves entitle an order to a refund of shipping charges once the parcel is in transit.
Parcels that arrive damaged
We pack every piece so it can travel safely. If a parcel arrives damaged, please photograph the parcel and the affected item and contact us within 7 days of delivery — replacements and refunds for items damaged in transit are handled under the returns terms below.
The 30-day return window
You may return eligible items within 30 days of the day your order is delivered. The window is counted from the delivery date shown by the carrier's tracking. Returns must be authorised by us first — please do not send anything back before you have heard from us. Items returned after 30 days, or sent without authorisation, may be refused and returned to you at your cost.
Condition of returned items
To be eligible for a return, an item must be unworn and unused, undamaged, and returned with its tags and original packaging. This applies in particular to hair pieces: for hygiene reasons, a hair piece that has been worn cannot be accepted back — trying a piece on briefly to check the fit is fine, wearing it out is not. Sunglasses must be returned with their case and cloth, free of scratches. We may reduce a refund to reflect any loss in value caused by handling beyond what was needed to inspect the item.
How to start a return
- Email us at sassyava@outlook.com with your order number and the items you wish to return.
- We will reply with your return authorisation and the return address and packing instructions. Please do not send anything before you receive this reply.
- Pack the items securely in their original packaging, include your order number inside the parcel, and send it by a trackable service.
- Keep your tracking number until your refund is complete.
- When the return reaches us, we inspect it and confirm your refund by email.
Who pays for return shipping
For change-of-mind returns, return shipping is at your cost. If your item arrived damaged or defective, or we sent you the wrong item, we will cover the reasonable cost of return shipping — contact us first and we will arrange the return with you before you send anything.
Inspection on arrival
Every return is inspected when it reaches us. We check that the items match your return authorisation and meet the condition described above. If a returned item does not meet the return conditions, we will contact you before deciding whether a partial refund, a return of the item to you, or no refund applies.
Refunds — amount, method and timing
Approved refunds are issued to your original payment method — we cannot refund to a different card or account. We process approved refunds promptly after inspection, and the money should appear in your account within 5–10 business days of approval, depending on your bank or card issuer. For change-of-mind returns, the refund covers the price of the returned items; original shipping charges are not refundable. Where we made the mistake (damaged, defective or wrong item), the full amount you paid for that item, including its share of shipping, is refunded.
Partial refunds
A partial refund may be granted where: an item is returned without its tags or original packaging, or shows signs of wear; only part of an order is returned; or a return arrives with minor damage attributable to insufficient packaging. In each case we will tell you the amount and the reason before issuing it.
Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order for the replacement — this gets the new piece to you as quickly as possible and guarantees its availability. If you would prefer a direct exchange (for example, the same scarf in a different colourway, or a different frame), email us at sassyava@outlook.com and we will arrange it where stock allows. Exchanged items are dispatched once the original has been received and inspected, or sooner at our discretion.
Damaged, defective or wrong items
If anything in your order arrives damaged or defective, or we have sent the wrong item, contact us within 7 days of delivery at sassyava@outlook.com and include a clear photograph of the problem (and of the packaging, if it was damaged in transit). We will offer you a replacement or a full refund for the affected item — your choice — and we will cover any return shipping if we need the item back.
Non-returnable items
The following cannot be returned: gift cards; items marked "final sale" or "clearance" at the time of purchase; hair pieces that have been worn (for hygiene reasons — see the condition terms above); and items damaged after delivery other than through a fault in the product itself.
Gifts
If an order was marked as a gift at purchase and shipped directly to you, we will issue you a gift credit for the value of the returned items once the return is approved. If the order was not marked as a gift, or the gift giver had it shipped to themselves, the refund will be issued to the gift giver's original payment method, and we will let them know the return has been made.
Late or missing refunds
If 10 business days have passed since we confirmed your refund approval and the money has not appeared: first check your bank or card statement again — refunds sometimes post under the original transaction rather than as a new entry; then contact your card issuer, as processing times vary. If you have done both and still cannot see it, email us at sassyava@outlook.com with your order number and we will trace it with our payment processor for you.
Contact
For anything about shipping, returns, exchanges or refunds, write to us at sassyava@outlook.com and include your order number. We reply to every message personally.