FAQs
I'm in the EU. Why hasn't my order shipped yet?
Recent changes to EU import rules mean parcels can be charged import fees on delivery that come close to the value of the order. To spare you those fees, we're temporarily holding orders to EU countries while we finish setting up VAT collection at checkout, and we'll ship them as soon as it's in place. If you'd rather we ship your order right away, email us at submissions@avontuura.com with your order #.
I added multiple guides to my cart but the discount isn't automatically applying.
Try closing your internet browser and opening a new window. Sometimes our system has technical issues applying discounts to orders where the visit started from Facebook or Instagram.
If the issue persists, we are happy to help. You have two options available:
- Pay full price and email us afterwards with you order #. We will refund you the balance on the credit card you used for payment.
- Email us at submissions@avontuura.com with your desired guides, along with your shipping address. We can prepare an electronic invoice via email for you with a prompt for payment which includes the relevant discount(s).
No matter which option you prefer, we do not see your credit card information throughout the process - that remains private with you.
My tracking number doesn't work.
For orders within the United States and Canada, to keep shipping costs as low as possible, we mail our guides to you via regular mail (USPS, UPS and Canada Post). As a result, we are unable to track your order. The tracking number provided to you is there only to assure you that your order has been processed by the carrier and is on its way to you. On average, most orders to the US and Canada arrive within 10-15 days.
For orders to the United Kingdom, please use the Royal Mail website to track your order. Note that you won't see an update until your order clears customs and is picked up by Royal Mail. This usually takes around week to happen once your order ships, at which time it will move quickly to you.
How up-to-date are your guides?
We update our guides annually with new projects. Every guide you purchase also comes with a digital map you can access by scanning the QR code on the back. We regularly update this digital map as new buildings are completed in advance, so your guide never goes out of date.
Do you ship worldwide?
Yes, we ship to over 200 countries.
How long will my order take to ship?
We offer two shipping options at checkout:
Standard shipping
- USA & Canada: 10–15 days
- UK & Western Europe: 2–4 weeks
- Rest of world: 2–8 weeks
Express shipping
Available worldwide for faster delivery. Delivery times vary by region. In the US, choose UPS® Ground which is 1-5 days (90% of orders are shipped in 3 days).
Questions about delivery to your country? Email us at submissions@avontuura.com and we’ll let you know recent shipping times to your region.
I am leaving for my trip soon. How can I get a guide?
Our titles are available in some independent bookstores, cafes, and museum shops worldwide.
Our list of stockists is here.
If you purchase a guide we can also send you the digital pin map that comes with the guide in advance. Just email us at submissions@avontuura.com and let us know.
My order hasn't arrived yet. What can I do?
Please email us at submissions@avontuura.com along with your order #. We will investigate and offer a solution. In most cases, we will provide a replacement.
Returns and Refunds Policy
Returns & Refunds
Every guide is printed and packed with care. As a small studio, we aren’t able to accept returns. If something isn’t quite right, though, such as a gift of a city they already own, get in touch. We’ll gladly offer store credit towards any guide or set. We want you to be completely happy with your order and experience with us.
Lost or damaged orders
If your order is lost in transit or arrives damaged and you don't want a replacement, we’ll refund it in full. Email your order number, and a photo if anything is damaged, to submissions@avontuura.com, and we’ll take care of it.
Store credit
Whatever the question, write to us at submissions@avontuura.com. We’ll do everything we can to make it right.
How can I contact you?
Please use the contact form in the 'About' drop-down menu above or email submissions@avontuura.com.
Do you make custom maps?
Yes! We can make custom maps for architecture festivals, studios, business associations, local walking tours, research projects, and group tours (student or private). Have an idea? Email us at submissions@avontuura.com and we would be happy to discuss.