Got questions? We have got answers. Below you will find honest, helpful responses to the most common questions from our customers across Tanzania. If you don’t find what you’re looking for, reach out to us instantly through the WhatsApp chat button on this page — a live assistant is always ready to help.
🛍️ Ordering & Purchasing
How do I place an order on Aviola?
You can order in three convenient ways:
- Online on our website: Browse the Shop, choose your size and color, add to cart, and complete your purchase securely with a debit or credit card.
- Via WhatsApp: Message us directly at +255 716 182 488. Tell us the product name, size, color, and your delivery address. We will guide you through the order and payment process.
- Via Instagram or Facebook Shop: Find us on Instagram and Facebook — you can browse our catalogue and send a direct message to place your order.
Can I order without a credit or debit card?
Yes, absolutely. If you do not have a credit or debit card, you can order through WhatsApp and pay using mobile money. We accept:
- M-Pesa
- Tigo Pesa
- Airtel Money
- Halo Pesa
- TTCL Pesa
Simply message us on WhatsApp at +255 716 182 488 and we will send you the payment details after confirming your order.
Is it safe to pay on your website?
Yes. Our website uses secure, encrypted payment processing. Your card and personal details are protected at all times. We do not store your card information on our servers.
Can I order multiple items in one order?
Yes. Simply add all items to your cart and check out at once. For large orders or bulk purchases, it is best to contact us on WhatsApp for a personalised quote and assistance.
Can I order as a gift for someone else?
Yes! When placing your order, you can provide a different delivery address. You can also let us know via WhatsApp and we will ensure the packaging is handled with care.
🚚 Shipping & Delivery
How does delivery work in Tanzania?
All Aviola products are imported internationally and delivered by air freight to Tanzania. Our official pick-up location is:
📍 Mach Hotel, Dar es Salaam
Once your order arrives, you will be notified to collect it at this location. If you cannot collect in person, local delivery can be arranged for customers in all regions of Tanzania — simply let us know when ordering and we will negotiate delivery terms and cost with you directly.
→ For full details, visit our Shipping & Delivery Policy page.
How long does delivery take?
Delivery time depends on where the product is being shipped from:
- Clothes & Handbags from China (Asian Premium Brands): 7–15 business days after dispatch
- Shoes from Poland (European Brands): 10–20 business days after dispatch
- Fragrances from USA (Luxury Brands): 10–18 business days after dispatch
You will receive tracking and delivery details to your email or the contact number you provided at the time of ordering.
Do you deliver to regions outside Dar es Salaam?
Yes. While our primary pick-up point is at Mach Hotel in Dar es Salaam, we can arrange local delivery to any region in Tanzania including Mwanza, Arusha, Dodoma, Mbeya, Zanzibar, and beyond. Delivery charges and timelines for upcountry deliveries are discussed and agreed upon individually. Contact us on WhatsApp to arrange this.
Will I receive tracking information?
Yes. Once your order has been dispatched and is on its way, we will send tracking and delivery details to your email address or phone number. Make sure you provide accurate contact details when placing your order.
What happens if my order is delayed?
While rare, delays can occasionally occur due to customs clearance or international shipping conditions. If your order is delayed, our team will notify you promptly and keep you updated. You can also reach out at any time on WhatsApp or email at delivery@aviola.store.
💳 Payments
What payment methods do you accept?
We accept the following payment methods:
- Debit & Credit Cards — directly on our website (Visa, Mastercard, and others)
- M-Pesa, Tigo Pesa, Airtel Money, Halo Pesa, TTCL Pesa — for orders placed through WhatsApp
When do I pay for my order?
Payment is made at the time of placing your order. For website orders, you pay during checkout. For WhatsApp orders, we will send you payment details once your order is confirmed.
Can I pay in Tanzanian Shillings (TZS)?
Our website displays prices in USD, but mobile money payments via WhatsApp orders can be processed in TZS at the current exchange rate. Contact us on WhatsApp for the exact TZS equivalent of your order.
Is there a minimum order amount?
There is no minimum order requirement. You can purchase a single item. However, for orders with upcountry delivery, a minimum order value may apply to cover logistics costs — this will be communicated to you when arranging delivery.
👗 Products & Sizing
Are Aviola products original and authentic?
Yes. Every product on Aviola is 100% authentic and sourced directly from reputable manufacturers — clothes & handbags from Asian Premium Brands (China), shoes from European Brands (Poland), and fragrances from Luxury Brands in North America (USA). We operate under the TrueShopping™ guarantee — what you see is exactly what you receive. No counterfeits, no substitutions, ever.
How do I know which size to order?
We have a comprehensive Sizing Guide that includes general size charts in centimetres as well as product-specific sizing notes. We strongly recommend measuring yourself (bust, waist, hips) before ordering. If you are unsure, send your measurements on WhatsApp and our team will advise the best size for you.
The size I want is not available. What should I do?
If your size is currently out of stock, please contact us on WhatsApp. We may be able to source it in your size on request, depending on supplier availability.
Can I request a product in a different color or style?
Some of our products come in multiple colors. If you are looking for a specific color or variation not shown on the website, message us on WhatsApp and we will check with our suppliers on your behalf.
What fabrics and materials are used?
Fabric details are included in each product description on the product page. Our products include satin, knit, woven fabrics, blazer fabric (worsted blend), and more. If you need specific fabric information not shown, contact us directly.
🔄 Returns & Refunds
What is your return and refund policy?
We want you to love what you receive. If there is a problem with your order (wrong item, damaged product, or significant quality issue), please contact us within 7 days of receiving your order. Visit our Refund and Returns Policy page for full details on the process.
Can I return an item just because I changed my mind?
Because our products are imported internationally, change-of-mind returns are generally not accepted. This is why we encourage you to review the sizing guide carefully and reach out to us before ordering if you have any doubts. Our team is always happy to help you choose the right product and size.
What if I receive a damaged or wrong item?
We sincerely apologise if this occurs. Please take photos of the item and contact us immediately at Returns@aviola.store or on WhatsApp. We will resolve the issue promptly, either with a replacement or a refund depending on the situation.
📱 Customer Support & Communication
How do I contact Aviola customer support?
You can reach us through the following channels:
- WhatsApp (fastest): +255 716 182 488
- General Enquiries: info@aviola.store
- Orders & Delivery: delivery@aviola.store
- Returns & Refunds: Returns@aviola.store
- Live Chat: Use the WhatsApp floating button at the bottom of any page on our website to start an instant conversation with our team.
What are your customer support hours?
Our team is available during business hours (Monday – Saturday, 8:00 AM – 8:00 PM EAT). We respond to messages as quickly as possible. WhatsApp messages outside business hours will be responded to on the next business day.
I placed an order but have not received a confirmation. What should I do?
Please check your spam or junk email folder first. If you still cannot find a confirmation, contact us on WhatsApp with your name and order details and we will verify your order status right away.
Can I chat with a live person?
Yes! Use the green WhatsApp floating button visible at the bottom-right corner of every page on our website. Clicking it will open a live WhatsApp chat with our team. This is the fastest way to get real-time assistance.
🌍 About Aviola
What is Aviola?
Aviola is a Tanzanian online fashion store dedicated to bringing authentic, high-quality women’s fashion from top global manufacturers directly to women in Tanzania and East Africa. We believe in the beauty, class, and style of the modern African woman and we source exclusive pieces that celebrate that. Learn more on our About Us page.
Where is Aviola based?
Aviola is based in Dar es Salaam, Tanzania. Our customer pick-up point is at Mach Hotel, Dar es Salaam.
Do you only sell women’s clothing?
Currently, Aviola is focused on women’s fashion — including dresses, two-piece sets, blazers, pants, skirts, tops, shoes, and fragrances. We are always growing our catalogue, so follow us on Instagram and Facebook to stay updated on new arrivals.
Do you sell wholesale or in bulk?
We primarily serve individual customers. However, if you are interested in bulk or wholesale purchasing, please contact us at info@aviola.store and we will discuss options with you.
How can I stay updated on new arrivals and promotions?
Follow us on Instagram and Facebook for the latest arrivals, style inspiration, and special offers. You can also subscribe to our newsletter on the homepage, or simply keep an eye on the Shop page.
Still have a question?
We are just one message away. Tap the WhatsApp button below or message us at +255 716 182 488 and a member of our team will be happy to assist you.