Welcome to Aviela! If you wish to register an online account, simply go to 'My Account' at the top.

Login into your account and under ‘Account Details’ click on view address. You can add a new address or edit or delete your current address.

Simply click ‘Forgot your Password’ then enter your email address. Check your inbox for an email with a password reset link (look in your spam folder if you can’t see it). Click the link and enter your new password and click ‘Submit’.

You can subscribe to our emails by going to the newsletter sign up section at the top or bottom of any of the pages and enter your email address. Please ensure you read our Privacy Policy before entering your email address.

We are sorry you’re leaving us. You can unsubscribe simply by clicking on the unsubscribe link at the bottom of our newsletter. If you are having difficulties unsubscribing and are still receiving emails from us, please reach out to our customer care team at customercare@aviela.co.uk to confirm your removal.

We are sorry to see you go - remember, your Aviela account is free and enables you to shop easily without having to enter your details each time.

If you'd still like to deactivate your account, you'll need to get in touch with our customer care team at customercare@aviela.co.uk. We will be able to deactivate your account and send you an email to confirm your account has been closed.

Sadly, we can’t send product samples at this time. If you'd like to sample Aviela products, we recommend signing up to our newsletter (at the top or bottom of any of the pages) for exclusive offers.

If you are interested in trying our Pure Shea Butter in particular, then our mini size is a good way of trying our hero Pure Shea Butter product.

At Aviela, our aim is to limit our impact on the environment wherever possible, we are therefore proud that all jars, bottles, tube, caps and boxes used in packaging Aviela products are 100% recyclable.

We also use fully biodegradable filler chips when we send products out to you, to ensure products don't move around and break during shipping.

We are strongly against animal testing. For more information, refer to our ethical credentials https://aviela.co.uk/pages/recycling

Where possible, Aviela products have been registered with The Vegan Society. These products display The Vegan Trademark symbol on the packaging, meaning you can be confident in the knowledge that these products are free from animal derived ingredients.
If we feel the efficacy of a product is compromised because of the exclusion of natural ingredients such as honey (in our soon-to-launch Shea Lip Butter for example), we will make exceptions.

The term ‘natural’ is used a lot in the beauty industry, and can at times be very misleading. You can be safe in the knowledge that every single Aviela product has been consciously made with 100% natural extracts, a term we use to encompass both 100% natural and naturally derived ingredients, and absolutely nothing else. We assure you that you will never find parabens, mineral oil, silicones, sulphates, propylene glycol, phthalates, GMOs, PEGs, TEA, DEA, MI, or artificial colours and fragrances (just to name a few!) in any of our products.

Not at the moment, but our products are formulated in line with recognised organic standards.

Yes, all Aviela products are gluten-free. We do not use any wheat, malt or barley oils or derivatives in any of our products.

Shea nut is considered a fruit and the method we use in extracting our Shea Butter avoids the protein that can trigger any allergic reaction.

However, some of our products do contain Almond Oil and may not be safe for people who have severe nut allergies. Our products that contain Almond Oil include our
Shea Body Lotion and
Shea Foot Butter.

Please note that our products are produced and packaged in a factory where nut derivatives are used, therefore we cannot 100% guarantee that our products have not come into contact with any nut derivatives.

We do not directly purchase or use palm oil in any of our products.
However, our African Black Soap is made with Palm Kernel Oil, extracted from palm nuts. Our palm nuts are purchased from small scale local farmers in Ghana, where sustainable farming is practiced, and there is no forest destruction.

In Ghana palm nuts are mainly used as coal briquettes or to make kernel oil for cooking. The nuts are mainly leftovers after the extraction of palm oil, which is used in various traditional dishes in Ghana and forms part of the local diet.

Pure Shea Butter, Shea Body Butter and
African Black Soap are 100% free from essential oils.

All others have a minimal concentrations of skin friendly essential oils that have been chosen to add a subtle, natural fragrance to the product.

All our products are made from 100% natural extracts and are formulated to be safe to use even on babies’ skin. However, some products contain a minimal concentration of essential oils. Some essential oils are known to be allergenic, even in small quantities, so we would always advise you to do a patch test before applying any of our essential oil-containing products to a child.

Aviela products that are 100% free from essential oils include Pure Shea Butter, Shea Body Butter and African Black Soap.

You can buy Aviela products here. If you're having trouble placing an order, please contact our customer care team on customercare@aviela.co.uk and we will be able to assist you or chat to us via our online messenger.

We are currently unable to take orders over the phone, click here to shop our range online.
If you have any further questions, please email customercare@aviela.co.uk or contact us via our online messenger and we will try to help.

Yes, just fill in the section marked ‘Shipping address’ at checkout.

If you wish to change your order, please email customercare@aviela.co.uk. However, if an order has already been processed it cannot be changed.

If you wish to cancel your order, please email customercare@aviela.co.uk. However, if an order has already been processed it cannot be cancelled.

We will send you an email once your order has been confirmed, then again when it’s been dispatched. If you have any queries, send us an email with your order number and name at customercare@aviela.co.uk.

If you wish to change your order, please email customercare@aviela.co.uk. However, if an order has already been processed it cannot be changed. You will have to wait to receive your order and return to us after. Please note that items should be returned unused and in saleable condition

You can currently purchase Aviela products directly from our website (click here to shop). We will keep you updated with new stockist details. Please sign up to our newsletter at the top or bottom of any of the pages.

We can accept Visa, Mastercard, AMEX, Maestro, Shop Pay, Apple Pay and Google Pay; as well as PayPal.

As we are a UK VAT-registered company, we have already included a VAT charge in the price of the product (the price you see is the total price).

Immediately, whether your payment was processed via Debit / Credit Card or PayPal.

Make sure your card details are entered correctly – the security code is a three-digit number found on the back of your card. Your card issuer may have declined your payment and as we are not told the reason for this, you would need to check with them or contact your bank. Alternatively, you might want to try paying with another card.

If you've tried all of the above and are still having problems, please contact our customer care team at customercare@aviela.co.uk or via our online messenger and we will be happy to help.

If your payment has been declined, then you’ll need to place your order again. We’re not able to reinstate an order once the payment has been declined.

Make sure your card details are entered correctly – the security code is a three-digit number found on the back of your card. Your card issuer may have declined your payment and as we not told the reason for this, you would need to check with them or contact your bank. Alternatively, you might want to try paying with another card.

At the moment we will try and deliver to you wherever you are. If we are unable to deliver, we will contact you and let you know.

UK
Standard Delivery = £ 3.95
Free on orders above £50

Europe = £10.95

North America, South America, Africa, Middle East, The Far East, South East Asia = £16.95

Rest of the World = £19.95

UK = 2 - 3 days
Europe = 3 - 7 days
International = 5 - 21 days

UK
If it has been more than 7 working days and you have not received your product, please contact our customer care team at customercare@aviela.co.uk. Please note that processing times may increase occasionally when there is especially heavy demand, e.g. around the holidays.

Outside UK
Please allow at least 28 working days for your order to arrive before contacting our customer care team at customercare@aviela.co.uk.

For orders outside of UK, you may be liable to pay local taxes and duties on receipt of your order, for which Aviela cannot accept liability.

If you are not available to accept delivery of your order, the mail carrier may leave it with a neighbour or at your local sorting post office. They would usually post a card with details through your letterbox.

If you are not completely satisfied with your order, we can offer either a refund or exchange providing that goods are returned to us within 21 days of purchase.

Please be aware that due to hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition.

Items should be returned unused and in a saleable condition for a full refund within 21 working days of purchase.

You will be required to organise and pay for the return of the items to us. You will need a return number and further instructions, so before doing so please contact our customer care team (customercare@aviela.co.uk).

Our Return address is: Aviela Skincare Ltd, 16 Brick Knoll Park, St Albans, Hertfordshire, AL1 5UG,

Items should be returned unused and in a saleable condition for any exchange within 21 working days of purchase.

You will be required to organise and pay for the return of the items to us. You will need a return number and further instructions, so before doing so please contact our customer care team (customercare@aviela.co.uk).

Exchange address is:
Aviela Skincare Ltd, 16 Brick Knoll Park, St Albans, Hertfordshire, AL1 5UG,

With orders placed using a card payment, it will take 5 working days for the refund to reflect on your account once it has been processed.

We aim to handle all returns within 5 working days of receiving your parcel.

If we’ve mistakenly sent you something other than what you ordered, please contact our customer care team (customercare@aviela.co.uk) as soon as you receive your parcel, together with relevant photographs if possible.

Photographs help us to react quickly to any order issues, as well as to substantiate any claim we may need to lodge.

We try to be very conscientious but occasionally mistakes do happen. If an item is missing (and you weren’t made aware of a stock shortage) or you’ve received something other than what you were expecting, please make our customer care team aware of any issues (customercare@aviela.co.uk) as soon as possible; attaching photographs if relevant.

For missing items, once we verify that is the case, we will arrange a dispatch of the relevant product as quickly and as soon as we possibly can.

If we’ve sent you a product in error, we ask that you email a photograph showing what you’ve received (if possible) so we can make the appropriate arrangements.

We want all of our orders to reach their destinations in perfect condition. If your order arrives damaged, please email photographs as soon as possible – including details of any leaks, breakages or signs that the outer parcel has been tampered with. Please retain the product and packaging until the issue has been resolved.

Please send relevant images to customercare@aviela.co.uk so we can arrange prompt dispatch of a duplicate item if necessary.