Frequently asked questions
Ordering
How do I place an order?
Simply browse our store, add the item you'd like to your cart, and proceed to checkout. We accept all major payment methods including credit/debit cards and PayPal. Once your order is confirmed you'll receive an email confirmation straight away.
Can I change or cancel my order after placing it?
We process orders quickly, so please contact us at hello@avenorbeauty.co.uk within 24 hours of placing your order if you need to make any changes or cancel. Once an order has been dispatched we're unable to make changes.
Is it safe to pay on your website?
Absolutely. Our store is powered by Shopify, one of the world's most trusted e-commerce platforms. All payments are encrypted and processed securely. We never store your card details.
Shipping
Do you offer free shipping?
Yes! We offer free tracked shipping on every order across the UK. No minimum spend required.
How long will my order take to arrive?
Orders are typically processed within 1–3 business days. Delivery usually takes 7–14 business days. You'll receive a tracking number by email as soon as your order is on its way.
How do I track my order?
Once your order has been dispatched you'll receive a tracking number via email. You can use this to track your parcel at 17track.net. If you haven't received your tracking details within 5 business days please contact us.
Do you ship outside the UK?
Currently we ship to the UK only. We hope to expand to more countries soon — sign up to our newsletter to be the first to know.
Product
How does the LED Red Light Therapy Mask work?
Our mask uses three wavelengths of LED light — red (620nm) for anti-ageing and collagen production, near-infrared (850nm) for deep tissue repair, and blue (460nm) for acne treatment. Simply put the mask on, select your preferred mode, and let it work for 10–20 minutes. Most customers see noticeable results within 2–4 weeks of regular use.
Is the mask safe to use?
Yes, the mask is designed with safety as a priority. The honeycomb matrix design prevents direct LED contact with your skin, and the built-in eye shield protects your vision. It is suitable for all skin types including sensitive skin. If you have any existing skin conditions please consult your doctor before use.
How often should I use the mask?
For best results we recommend using the mask 3–5 times per week for 10–20 minutes per session. Consistency is key — most customers notice visible improvements in skin tone and texture within 3–4 weeks.
Does the mask come with a warranty?
Yes, all Avenor products come with a 30-day satisfaction guarantee. If you experience any issues with your product please contact us at hello@avenorbeauty.co.uk and we will make it right.
Returns & refunds
What is your returns policy?
We offer a 30-day return policy. If you're not completely happy with your purchase, contact us within 30 days of receiving your order and we'll guide you through the return process. Items must be unused and in their original packaging.
My item arrived damaged — what do I do?
We're so sorry to hear that. Please contact us at hello@avenorbeauty.co.uk within 48 hours of receiving your order and include a photo of the damage. We'll arrange a replacement or full refund for you as quickly as possible.
How long do refunds take?
Once your return has been received and approved, refunds are processed within 5–10 business days back to your original payment method. You'll receive an email confirmation when your refund has been issued.
General
How do I contact Avenor?
You can reach us via our Contact page or by emailing hello@avenorbeauty.co.uk. We aim to respond to all enquiries within 24 hours, Monday to Friday.