Frequently Asked Questions

The useful information, without making you dig through seventeen different pages to find it.

Still unsure about something? Email support@avg-jons.co.uk and we’ll help.

Orders

Can I change or cancel my order?

We begin processing orders fairly quickly—one of the side effects of making things after somebody actually orders them.

If you need to change or cancel your order, email support@avg-jons.co.uk as soon as possible with your order number.

We’ll do our best to help, but changes may not be possible once production has started.

Can I change my delivery address?

Possibly, provided your order hasn’t already entered production or been dispatched.

Email support@avg-jons.co.uk immediately with your order number and the correct address. Once an order has left the production facility, we may not be able to redirect it.

Please check your details carefully before completing checkout. Future you will appreciate it.

I haven’t received an order confirmation. What should I do?

Start with your spam or junk folder. Technology occasionally has its own ideas.

If it isn’t there, email support@avg-jons.co.uk with your name and the email address used at checkout. We’ll check that your order came through correctly.

Production and Delivery

Is UK shipping free?

Yes. UK shipping is free on every order. No minimum spend and no surprise delivery charge added at the end.

How long will my order take to arrive?

Please allow up to 14 days from placing your order for UK delivery.

Most pieces are made after you order them, so this timeframe includes production, quality checking, packing and delivery—not just the bit involving a van.

Many orders arrive sooner, but we’d rather give you a realistic timeframe than promise next-day delivery and begin avoiding eye contact.

If we expect your order to take longer than 14 days, we’ll let you know.

Who makes and ships my order?

We work with trusted production partners who print, embroider, pack and dispatch many of our products.

Producing items after they’ve been ordered helps us avoid holding piles of unwanted stock and creating unnecessary waste. Slightly slower than fast fashion. Considerably less ridiculous.

Some limited or custom-built products may be manufactured and dispatched differently. Any product-specific information will be shown on the relevant product page.

Will everything arrive together?

Not always.

Different products can be made by different specialist partners, so an order containing multiple items may arrive in separate packages and at slightly different times.

You won’t be charged any additional UK shipping costs if your order is split.

Will I receive tracking information?

When tracking is available, you’ll receive a dispatch email containing your tracking details.

If your order contains items from different production partners, you may receive more than one dispatch email or tracking link.

My order hasn’t arrived within 14 days. What should I do?

Email support@avg-jons.co.uk with your name and order number and we’ll investigate.

Occasionally a tracking update goes quiet while a parcel moves between locations. Annoying, but not necessarily a sign that it has joined a new family.

Products and Sizing

Are your products made to order?

Most of them, yes.

Rather than producing large quantities and hoping somebody eventually wants them, many Avg. Jon’s pieces are printed or embroidered after an order is placed.

It reduces unnecessary stock and waste, while allowing us to keep creating mildly overthought clothing without needing an aircraft hangar.

How do I choose the right size?

Check the size guide on the individual product page before ordering. Sizing can vary slightly between garments, so the guide for that specific product is your best reference.

Where available, we’ll also include details about the model, the size being worn and the intended fit.

If you’re between sizes and prefer a more relaxed fit, sizing up is usually the safer option. If you’re still unsure, email us before ordering and we’ll try to help.

Will my item shrink?

Some natural shrinkage can happen depending on the fabric and how the garment is washed.

For the best results:

Wash at 30°C on a gentle cycle
Turn the garment inside out
Wash with similar colours
Avoid bleach
Avoid ironing directly over the print
Air dry where possible, or tumble dry on low

Basically, treat it like clothing you’d quite like to continue owning.

Will the colours and print look exactly like the photographs?

We do our best to represent every product accurately, but screens display colours differently and small variations can occur between production runs.

The positioning and finish of made-to-order prints may also vary very slightly. Nothing dramatic—just the reality of printing on actual fabric rather than manufacturing clothes inside a computer.

Returns, Refunds and Problems

Can I return an item if I change my mind?

For standard, non-personalised products, you can tell us that you wish to return the item within 14 days of receiving it.

You then have another 14 days to send it back.

The item should be unworn beyond being tried on, unwashed, unaltered and returned in its original, resalable condition.

Email support@avg-jons.co.uk before sending anything back. Different products may need to be returned to different locations, so we’ll provide the correct instructions.

Please read our full Returns, Refunds & Exchanges Policy for complete details.

Who pays for return postage?

For change-of-mind and sizing returns, return postage is the customer’s responsibility.

If your item is faulty, damaged, misprinted or incorrect, we’ll cover the reasonable return cost where a return is required.

Can I exchange something for another size?

Because most items are made to order, we don’t currently operate automatic exchanges.

An eligible item can be returned for a refund and a new size ordered separately. Contact us first and we’ll explain the quickest option.

What if my item arrives damaged, faulty or incorrect?

Email support@avg-jons.co.uk as soon as possible with:

Your order number
A brief description of the problem
Clear photographs of the item
A photograph of the packaging or shipping label, if relevant

Once we’ve reviewed the issue, we’ll arrange an appropriate replacement, repair or refund at no additional cost to you.

We’re average, not monsters.

Can personalised or bespoke products be returned?

Products made to your individual instructions—such as personalised wording, custom measurements or a genuinely unique specification—cannot normally be returned simply because you’ve changed your mind.

They are still covered if they arrive faulty, damaged or different from what you ordered.

A standard product being printed after purchase does not automatically make it personalised or bespoke.

Payments and Offers

What payment methods do you accept?

We accept the major debit, credit and express-payment options displayed during checkout.

All payments are processed securely through Shopify. Avg. Jon’s does not receive or store your full card details.

Do you offer discount codes?

Occasionally.

Discounts, early access and new-drop information are normally shared through our mailing list and social channels.

We won’t spend every week pretending it’s our final-ever sale. Mainly because that sounds exhausting.

Can more than one discount code be used?

Usually only one discount code can be applied to an order unless a particular promotion says otherwise.

Contact

How can I contact Avg. Jon’s?

Email support@avg-jons.co.uk.

We usually reply within one to two business days. Avg. Jon’s is run alongside a very real day job, so replies may not be instant—but they will come from an actual person.

If you’re contacting us about an existing order, include your order number so we can help without beginning with an administrative treasure hunt.