THERE’S STILL TIME!
Order by midday 22/12/14 for pre-Christmas delivery

FAQ

Account

I am having problems logging into my account

It sounds obvious, but make sure you are entering your details in the correct case first (lower/upper). If you have done this and are still having problems, you can re-set your password using the forgotten your password link.

Or, please do get in touch with a member of our customer service team on 0800 054 6550 between 8am to 8pm Monday to Friday and 9am to 5pm Saturday and Sunday and they will help you as soon as possible.

Customer service

How do I get in touch?

Our friendly customer service team would love to hear from you, so please do get in touch.

Customer service number: 0800 054 6550
Customer service fax number: 0800 054 6701
Customer service email address: hello@bouxavenue.com

Customer service opening hours are:
8am to 8pm Monday to Friday.
9am to 5pm Saturday and Sunday.

Deliveries

Will my parcel be gift wrapped?

All of our Boux Avenue parcels come beautifully wrapped in our signature lace print tissue, scattered with scented rose petals and arrive in cute pink and black boxes.

Feeling green? You can opt out of our wrapping service. If you do this, your parcel will be wrapped in tissue and placed in a simple Boux Avenue outer box without our fancy bells and whistles.

How do I track my order?

When your order leaves Boux Avenue, you will receive an email or a text message with your order tracking number so you can keep track of your order. However, we will keep you updated on where your parcel is.

If you provide us with your mobile number we can text you parcel updates.

Track your parcel at our order tracking page.

What shipping company do you use?

We use Hermes and Parcelforce to deliver your Boux Avenue parcel and Royal Mail should you need to return anything.

When will my parcel be delivered?

We offer a super-speedy service straight to your door. Our next day delivery option is perfect if you simply can't wait for your Boux Avenue treats. Boux Avenue likes to make your shopping experience as easy and convenient as possible which is why we offer a next day delivery service.

All orders placed Monday to Friday before 4pm will arrive in approximately 1-3 days.

Deliveries to the highlands and islands will arrive in approximately 3 days.

All 'next day' orders placed after 4pm on Thursday and up to 1pm on Sunday will be received on Monday.

As soon as we send out your Boux Avenue parcel, you will receive either an email or text message with a tracking number. Hang onto this it will enable you to track your parcel through to delivery.

Hermes courier attempts delivery 3 times, usually on consecutive days. On each attempt a calling call is left, which will have contact details for the local courier so you can arrange redelivery of your parcel.

If the customer is not home, the courier will attempt to leave with a neighbour to obtain a signature

If this is not possible, the courier can leave the parcel in a safe location at the customers property. This is defined as "out of sight and under cover". Please note that this is not possible for parcels where a signature is required.

If after 3 attempts, there is still an unsuccessful delivery, the parcel will be returned to the depot.

For more information on our delivery service please see our delivery & returns page.

Orders

How can I cancel or change my order?

You can cancel your order by calling our customer service team on 0800 054 6550 between 8am to 8pm Monday to Friday and 9am to 5pm Saturday and Sunday or by emailing us at hello@bouxavenue.com.

Your order can be cancelled any time until it has been sent from Boux Avenue. We will not take any money from you until this point.

I have received an incorrect item

Ooops, our mistake. We are really sorry you haven't received the right item, we promise to sort this out as soon as possible.

Please call one of our customer service team on 0800 054 6550 between 8am to 8pm Monday to Friday and 9am to 5pm Saturday and Sunday or email us at hello@bouxavenue.com and we will sort this out as soon as we can.

Part of my order is missing

We take great care and attention when preparing your beautiful Boux Avenue purchases, but if your purchase is incomplete or not as you expected, please do not hesitate to get in touch.

If you contact a member of our customer service team on 0800 054 6550 between 8am to 8pm Monday to Friday and 9am to 5pm Saturday and Sunday we will be able to process a refund or exchange.

Returns

I have received a Boux Avenue gift, is it possible to return gifted items?

Yes you can, you are able to return the item as normal. Simply follow the guidelines on the paperwork you received with your parcel.

We will exchange your goods if you like, however, refunds can only be given to the original cardholder or we can offer credit onto a gift card.

How do I return an item?

Simply fill out our quick and easy returns form, wrap up your unworn items in the original packaging and post back to us within 28 days for a full refund or exchange. You can also return any unworn items bought online at our stores, as long as you have your receipt and the original tags.

We also offer a handy free returns service. There will be a Royal Mail returns slip in your parcel, simply attach to your parcel then pop it in the post back to us.

We will send you an email to confirm we have received your returned item.

If you have passed the 28 days, we are more than happy to offer you an exchange, again simply fill out our quick and easy returns form.

If you have received a faulty item from us, we are very sorry to hear it. Please post your parcel back to us as above stating the problem on our returns form. Or call our customer service team for further assistance on 0800 054 6550 between 8am to 8pm Monday to Friday and 9am to 5pm Saturday and Sunday.

A few of our items are non-returnable, for a list of these and more details please see our delivery & returns page.

Do you offer international returns?

Yes, we do, but you will need to pay for postage on international returns. Please send your item by a method that is insured and traceable. Please keep your proof of postage/shipping confirmation so that you can claim from your carrier should your return not reach us successfully. We will send you an email to confirm we have received your returned item.

When will I receive my refund?

We will process your refund within 24hours of receiving it back at our customer service HQ, following this it will then take 2-5 working days to show up in your account depending on your bank. We will keep you posted of this by either calling you or sending you an email, so that you always know what's going on.

Shopping at Boux Avenue

How do I buy online?

It is so easy to shop online with Boux Avenue, all we need is your email address and you can shop away till your hearts content. If you would like to set up an account, we just need a password, so you can keep your own personal wish list and keep track of your orders and history.

Can I place an order over the telephone?

Yes you certainly can, just ring our customer service team 0800 054 6550 anytime 8am to 8pm Monday to Friday and 9am to 5pm Saturday and Sunday who will be more than happy to assist you with your order. It would be helpful to have the style name and size that you need ready, so that we can process your order in a jiffy.

Can I pay with my debit card?

Yes you certainly can. You can also use any of the following:

Mastercard Credit card, Mastercard Debit, Maestro, Solo, Visa, Visa Debit, Visa Electron, JCB, Amex and Paypal.

I can't find my size online

Boux Avenue always endeavours to carry a full size stock, so if for any reason we don't have your size, it won't be for long. Please do keep checking and if not, please ring one of our customer service team on 0800 054 6550 between 8am to 8pm Monday to Friday and 9am to 5pm Saturday and Sunday who will be able to tell you when we are expecting deliveries back in your size.

Can I purchase using a gift card online?

Yes you can, it's super easy. All you have to do is select a gift card as your form of payment at the checkout (either for the full amount or part of the total) and enter your gift card number - simple.

I am having problems using my gift card online

Oooh, this shouldn't be happening as we have tried to make using our gift cards as simple and easy as possible. If you are having problems please call our customer service team on 0800 054 6550 8am to 8pm Monday to Friday and 9am to 5pm Saturday and Sunday, we will be able to sort this out for you as soon as possible.

I am having problems placing an order

Occasionally the internet decides to play up, if you think this is hindering your shopping experience with Boux Avenue then close your browser and start again. Still having problems? Then please do get in touch with a member of our customer service team on 0800 054 6550 8am to 8pm Monday to Friday and 9am to 5pm Saturday and Sunday, we will be able to help.