Avery + Lottie FAQs

How can I change or cancel my order?

To change or cancel your order, please contact us as soon as possible at orders@averyandlottie.com. Please visit our Store Policy Page for restrictions.
What do I do if I haven't received my order?

Click your username at the top right next to "My Cart" and reveal a drop down menu. Then select "My Orders" to track your orders status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact us at orders@averyandlottie.com.
How can I tell if my order has shipped?

Click your username at the top right next to "My Cart" and reveal a drop down menu. Then select "My Orders" to check your orders status. You can also reach the "My Orders" page by clicking the hamburger menu at the top left and select "My Account".
How do I start a return?

Return or exchange claims of undamaged items must be made via email to support@averyandlottie.com within 7 days of gift being received/delivered. Claims will not be accepted via phone. Returned gifts must be received by us within 21 days of receipt. Please read our full return policy.
What do I do if I received the wrong product?

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product at support@averyandlottie.com.
When will my pre-order items arrive?

Preordered items are those which we don't currently have in stock and need to be ordered from our suppliers. We estimate the time it will take for the pre-order items to ship when you place a pre-order. We can not predict the exact dates but we ship them out within 1-2 business days of receiving them from the supplier.
How can I track my order?

To track your order, you can find the tracking number in the shipping confirmation email and on your "My Orders" page.
How much will shipping cost?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
When will my order ship?

After placing your order, you may go to your "My Orders" page to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.
Do you ship internationally?

No, not at this time. Currently, we only ship within the USA.
What if I have more shipping questions?

For all other shipping questions please refer to our shipping policy. If there are any questions that can not be answered by looking there please feel free to reach out to customer service at support@averyandlottie.com.
When will I receive my credit?

Credits usually take 7-10 business days from the time we receive your item(s).
Who do I contact if I have a question about my charges?

Please reach out to support@averyandlottie.com for any questions about your charges.
When will my credit card be charged?

Your credit card will be charged within 24 hours of order placement.
Do I pay sales tax?

You only pay sales tax if you or the recipient are located in New Jersey.
How do I create an account?

To create an account follow these steps: 1. Click on the 'Log In' button, at the top right corner. 2. Select 'Sign Up' on the next page 3. Enter your email address and create a password. 4. Click 'Create Account' or 'Sign Up'.
What if I forget my password?

If you forget your password follow these steps: 1. Go to the login page. 2. Select 'Forgot my password' and click Next. 3. Enter your email address and click Send. 4. Check your email for a reset link and follow the instructions to create a new password. Note: If you don't receive the email, you should check your spam or junk folders.
How do I update my account information?

Click your username at the top right next to "My Cart" and reveal a drop down menu. Then select "My Account" to edit your personal information. You can also reach the "My Account" page by clicking the hamburger menu at the top left.