AVORO / Customer Care
This policy explains how AVORO processes and ships orders, estimated delivery times, delivery charges, tracking, failed deliveries, and international shipping arrangements.
Last updated: 29 September 2026
AVORO delivers orders throughout Sri Lanka using our selected courier and delivery partners, including Koombiyo.
Delivery availability and charges may depend on your delivery location, order value, order size, and other delivery requirements.
Customers are responsible for providing complete and accurate delivery information when placing an order.
In-stock orders are normally prepared for dispatch within approximately 24 hours after the order is ready to be processed, subject to order verification and any applicable payment requirements.
Processing times may be longer during public holidays, unusually high order volumes, product launches, promotions, or circumstances outside our reasonable control.
Bank transfer and prepaid orders may require payment confirmation before processing begins.
Orders within Sri Lanka are generally delivered within approximately 2–3 days after the order has been shipped.
Delivery times are estimates rather than guaranteed delivery deadlines. Some locations, including remote areas, may require additional delivery time.
Public holidays, courier delays, weather conditions, high order volumes, road or transport disruptions, and other circumstances outside our reasonable control may also affect delivery times.
Standard delivery charges may vary depending on the delivery location, order, and applicable courier charges.
The applicable delivery charge will be displayed, calculated, or communicated to you as part of the ordering process before the order is finalised where possible.
Additional delivery charges may apply where redelivery is required because of circumstances attributable to the customer, as described in this policy.
AVORO offers free standard delivery for qualifying orders with an order value of LKR 10,000 or more within Sri Lanka.
Unless otherwise stated for a particular promotion, the qualifying amount is based on the value of eligible products after applicable discounts.
Free delivery applies to the initial standard delivery of an eligible order. Additional charges may still apply for customer-requested exchanges, failed deliveries, redelivery, or other circumstances covered by our policies.
Where tracking is available, customers will be provided with shipment tracking information after the order has been dispatched.
Tracking information may be made available through email and/or through a tracking link accessible from the AVORO website.
Courier tracking information may take some time to update after a shipment is first created or handed over for delivery.
AVORO may send transactional delivery and order updates using WhatsApp and email.
Our courier partner may also contact you directly using the mobile number provided with your order when necessary to complete the delivery.
Please ensure that the email address, mobile number, and delivery information associated with your order are accurate and accessible.
The number and timing of delivery attempts may depend on the courier, delivery location, and circumstances of the shipment.
AVORO does not guarantee a fixed number of delivery attempts. Customers should remain reachable using the mobile number provided with the order while a shipment is out for delivery.
If a delivery cannot be completed because the customer is unavailable or cannot be reached, the courier may attempt redelivery or return the parcel according to its delivery procedures.
Where an additional delivery or redelivery charge results from the customer being unavailable or unreachable, the customer may be required to pay that additional charge before another delivery is arranged.
Customers are responsible for checking their shipping address and contact information before submitting an order.
If delivery fails or additional courier charges are incurred because the customer supplied an incorrect, incomplete, or inaccessible address, the customer will be responsible for the applicable redelivery charges.
Please contact AVORO as soon as possible if you notice an error in your delivery information.
You may request a change to your delivery address while the order remains pending and before it has been dispatched.
Once an order has been processed for shipment or dispatched, we cannot guarantee that the delivery address can be changed.
If a courier is able to redirect an already processed shipment, additional delivery charges may apply.
Cash on Delivery is available for eligible orders within Sri Lanka.
Customers placing COD orders are expected to accept and pay for legitimate orders when delivery is attempted.
If a COD order is refused without reasonable cause, or repeated failed or refused COD deliveries occur, the customer may be responsible for applicable delivery or redelivery costs.
AVORO also reserves the right to restrict Cash on Delivery for future orders associated with repeated unjustified refusals, suspected misuse, fraudulent activity, or significant previous delivery problems.
We recommend checking your order promptly after receiving it to confirm that the correct product, design, colour, size, and quantity have been delivered and that there is no visible damage or manufacturing defect.
If you receive an incorrect, damaged, or defective product, please contact AVORO within 24 hours of delivery.
You may be asked to provide photographs and/or video showing the item and the issue before a replacement is approved.
Read our Returns & Exchanges PolicyIf a shipment appears to be lost in transit, please contact AVORO so that we can investigate the shipment with the relevant courier.
A shipment will not be considered lost solely because its estimated delivery date has passed. We may first need to obtain confirmation or complete an investigation with the courier.
If the shipment is confirmed as lost in transit and the loss was not caused by incorrect information or other circumstances attributable to the customer, AVORO will arrange a replacement without an additional delivery charge.
If tracking shows that your order has been delivered but you have not received it, contact AVORO as soon as possible.
We will review the available tracking information and raise an investigation with the courier where appropriate.
A replacement is not automatically issued solely because a shipment is reported as missing after being marked delivered. We may first need to investigate and confirm what occurred with the courier.
Once the investigation is completed, we will determine the appropriate resolution based on the circumstances and available delivery information.
AVORO may accept international orders where shipping can be arranged to the requested destination.
International shipping is arranged individually. Before an international order is processed, AVORO will communicate the applicable shipping charge, estimated delivery time, and any relevant delivery requirements.
The customer must agree to the applicable international shipping arrangements and charges before the order is processed.
International orders must be prepaid. Cash on Delivery is not available for international orders.
International shipments may be subject to customs duties, import taxes, clearance charges, handling charges, or other fees imposed by the destination country, customs authority, courier, or another relevant authority.
Unless AVORO expressly confirms otherwise in writing, these charges are the responsibility of the customer and are not included in the AVORO product or shipping price.
Customs procedures may also delay an international shipment beyond the original estimated delivery period. AVORO cannot guarantee customs clearance times.
In some circumstances, AVORO may be unable to fulfil or deliver an order after it has been placed. This may occur because of stock discrepancies, delivery restrictions, technical errors, payment issues, or other circumstances described in our Terms & Conditions.
If AVORO cancels an order before fulfilment and you have already paid for that order, we will arrange for the applicable amount actually paid for the unfulfilled order, including any delivery charge paid for that unfulfilled delivery, to be returned using an appropriate method.
This is separate from our general Returns & Exchanges Policy for products that have already been correctly fulfilled and delivered.
While we work with our delivery partners to complete shipments as efficiently as possible, delays can occasionally occur after an order leaves AVORO.
Possible causes include:
If your shipment is taking significantly longer than expected, contact AVORO and we can review its available tracking information.
If you have a question about shipping, tracking, delivery charges, or an existing shipment, contact Avoro Clothing using the details below.
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