FAQ
Sustainability Values
The environment is very important to us. We have organised steps to reduce waste, use eco inks, reuse fabrics as well whenever possible.
At Avelò Creative & Contrado we have a vision! We want to reduce landfill through responsible end-to-end production and increase consciousness of sustainability & eco-friendliness of our customers.
Made to Order
We only start making your item(s) once you have placed your order. We hold no stock, nor do we produce products beyond need. This means that nothing needs to be burned to keep our brand value.
Sustainable Production
We use very little water in our manufacturing process, and work with the water board to ensure ink waste is disposed of properly so nothing leaks into the environment.
Sustainable Products
We are always increasing our offering, and currently have a range of 100% vegan, natural, biodegradable and organic products as well as items that we produce from recycled materials. We source from the UK and EU where possible and use FSC certified materials.
Waste Management
We’ve reduced our fabric waste output by offering the fabric remnants free to crafters and DIY-ers who wanted a creative challenge. The offcuts then get repurposed and some of the results have been amazing.
Who made my clothes
Of course, you want to know who made your clothes. We want you to know, it’s important to us too. All our items are produced in a single facility in London, UK. No nasty sweatshops and no horrible surprises. We ensure the best possible working conditions for our staff and do our best to make sure that they are happy at work.
Payment
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Enabled payment circuits
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My Debit / Credit Card is Not Working
If the payment does not process, we advise you to check the following:
- That your billing address is accurate
- That your card is accepted on our page
- That your bank allows you to make purchases online
- That you need to inform your bank that you are making an online purchase
- That you have the eligible funds for the payment
If the payment continues to be denied you can try using your PayPal account. -
Funds Were Taken From My Account
If your order has not been confirmed and you have received a billing email with transaction number, please provider us with your transaction number and pre-order number.
Paypal Transaction numbers are made of 17 digits only such as 45L000000Z0000000
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Production & Shipping
Our Shipping charges to you will be as follows:
| Local Delivery | EU | Rest of Europe (Non-EU) | Australia / Japan | North America | Rest Of The World | |
|---|---|---|---|---|---|---|
| Normal | £5.99 | £15.50 | £16.50 | £23.00 | £16.50 | £23.00 |
| Letter | £3.99 | £12.00 | £13.00 | £14.00 | £12.00 | £15.00 |
| Small | £4.95 | £14.00 | £14.00 | £18.00 | £14.00 | £18.00 |
| Bulky | £9.50 | £18.50 | £19.50 | £29.50 | £26.50 | £29.50 |
| Free | £0.00 | £0.00 | £0.00 | £0.00 | £0.00 | £0.00 |
| Huge | £9.89 | £35.00 | £50.00 | £54.00 | £59.00 | £54.00 |
| Letter INT | £3.00 | £12.00 | £13.00 | £14.00 | £12.00 | £15.00 |
| Remnants | £5.49 | £20.00 | £30.00 | £50.00 | £30.00 | £50.00 |
- All postage uses a Tracked Service
- There may be extra charges for remote areas, oversized parcels and multiple quantities.
Return policy
Returns, Refunds and Cancellations
This website is operated by Contrado Imaging Ltd.
1. PERSONALISED PRODUCTS Our Return Policy
Usually, our quality control department will pick up on this and everything will be sorted before your order is even dispatched, however on the rare case that something does slip through then all you need to do is let us know. Take a look at the details below on how to do that:
If a product is faulty in any way, you can return it within 14 days. Contact our customer services team using the contact form, quoting your name and order number.
A customer service representative will then talk you through the returns procedure which can often be eased by providing a digital image of the fault (along with a clear description of the problem) in an email to our customer support team.
In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email
If the fault cannot be verified over the phone or email, you may need to return the item to us for inspection
In that instance, a determination can then be made as to the state of the product
Please do not send your products back to Contrado Imaging Ltd without contacting a member of our team first
May we remind you to review the terms that you agreed to at the time of purchase. These are available at any time on our website.
Please note we work in accordance with these provisions:
Non-Faulty Goods: We cannot accept returns of non-faulty goods because the products have been personalised or customised specifically for you.
Faulty Goods: To return faulty goods you need to first contact a member of our Customer Services Team using the contact form. Please send written notice and return the product to Contrado Imaging Ltd (please see the Contact Us page for the address: https://www.contrado.co.uk/contact?screen=category and inform by mail info@avelocreative.com).
We will only acknowledge returned goods if they are sent using Royal Mail 'Signed For' Recorded delivery so you have proof of delivery. You will have to meet the delivery costs of returning the products, although we will refund the postage at our discretion once the item in question is rechecked. If we are at fault, then we will reimburse Royal Mail 'Signed For' Recorded delivery postage costs.
It is only when we receive the item in its original state, that Contrado Imaging Ltd will redo or recommend a remedy for a faulty item.
Please note: if the product is not in an unused condition then we will not be able to offer you a remedy save for faulty workmanship which we may repair. Where there is a minor fault, we may suggest an alternative remedy.
Our Refund Policy
When you place an order with Contrado Imaging Ltd. through any of its trading names, it’s not just a product that you are purchasing, but a service as well. We handmake every product and personalise it to order, so as soon as we start production of your bespoke items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after the production of your order has begun, we would be unable to offer a full refund, however alternative options will be discussed with you and a partial refund may be possible. A customer service team member will be able to advise further.
No matter what, we will always be able to help you. Contact our amazing customer service team and have a chat with them if you have any issues with your order, whether it is before or after we have started production.
After you receive your items - We want you to be happy with your order, and if for any reason you’re not then please do let.