Frequently Asked Questions
You can find answers below or contact our team to help you.
We’ve made it easier than ever to return your items.
How to return an item for a refund
Securely repack your unworn items with tags intact in their original packaging.
Login to our returns portal using your order number and email address. Select your preferred tracked returns service. We have print at home, paperless and collection options available.
You’ll be emailed a shipping label or QR code to scan at your chosen drop-off point or collection point.
Keep an eye out for updates and tracking. You’ll get an email once we receive your returned item. Most returns are processed within a few days and you should expect to receive your refund to the original payment method in 5 - 10 working days. It may take longer to receive and process your refund in busier periods such as Bank Holidays, Black Friday and Christmas. You can track the progress of your return using our returns portal.
In-store at Boux Avenue
Simply return your unworn item with your receipt and the original tags to one of our Boux Avenue stores within 28 days of receipt for a full refund or exchange.
We can only accept returns paid using credit/debit card.
If you no longer have your Delivery Note or the payment card you paid with, or if you are not the original purchaser, our stores can offer you an exchange or the value of your return on a Boux Avenue Gift Card.
If your item is faulty we are very sorry to hear that, please bring your item into store and we can take a look.
This will not affect your statutory rights.
If you have any other questions or queries, please do not hesitate to get in touch with one of our friendly customer service team who will be happy to help.
Paypal & Klarna returns
If you paid using PayPal & Klarna , you will need to send your return to our warehouse. Refunds will be made to the original method of payment.
Our friendly customer service team would love to hear from you, so please do get in touch.
Ways of contacting us can be found on our Contact Us page
Customer service opening hours are:
9:00am - 5:30pm Monday to Friday.
9:00am - 5:00pm Saturday and Sunday.
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 6pm will arrive in approximately 3-5 days.
Deliveries to the highlands and islands will arrive in approximately 3 days.
For international delivery time, please refer to our International Delivery page.
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 an SMS with a tracking number. Hang onto this, it will enable you to track your parcel through to delivery.
UK deliveries
Royal Mail 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 customer's 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.
International deliveries
Using our Global Shipping Partner Global-E, we now ship to over 200 destinations, in over 60 currencies, and offer over 40 different payment methods depending on your shipping country. Please ensure you select your shipping country, this will ensure you pay for your order in the correct currency. Deliveries time can vary from country to country. Please refer to the tracking number in your dispatch email to track your parcel through to it's safe arrival.
If you have any other questions or queries, please do not hesitate to get in touch with our international customer service team here who will be more than happy to help.
For more information on our delivery service please see our delivery & returns page.
We will process your refund within 48 hours of receiving it back at our customer service HQ, following this it may take up to 7-10 working days to show up in your account depending on your bank. In some cases you may need to check back to your original order date to see the refund. We will keep you posted of this by sending you an email, so that you always know what's going on.
As standard, your purchase will arrive in our simple pink Boux Avenue bags or box.
You can choose our gift wrapping service at checkout where your parcel will be delicately wrapped in layers of sheer lace print tissue, scattered with scented rose petals and delivered to your door in beautiful black, white and pink boxes.
Please note: Gift wrap is available for full price products only. For individually gift wrapped items, please make separate orders.
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 and they will help you as soon as possible.
Please sign up for an online account using the same email address which you gave in store, when signing up. Once this is complete, you will be able to access your Boux Member account online. Any points accumulated in store will be visible in your online account within 24-48 hours.
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 by entering your tracking number on the Royal Mail website (UK orders)
If you have ordered via click and collect online the store will keep your order for you for 14 days. After this time we will contact you as a reminder, if we do not hear anything within a week the parcel will be returned to our warehouse and a refund will automatically be processed to your original method of payment.
Please don't forget to log into your account. At checkout, you’ll need to select ‘Next Day Delivery’ and this will automatically shows as £0.00.
o ensure our parcels are delivered promptly we use Royal Mail, Parcelforce and Amazon shipping. To return your order, you can select from Inpost, Royal Mail and EVRi.
You may be able to cancel your order up to 1 hour after placing it by contacting our customer service team. Once your order is picked and packed, we are sorry to advise that we are not able to cancel your order.
Oops, our mistake. We are really sorry you haven't received the right item, we promise to sort this out as soon as possible.
Please contact our customer service team and we will sort this out as soon as we can.
We take great care and attention when preparing your beautiful Boux Avenue purchases. However, if your order is incomplete or not as expected, it may be because an item was out of stock.
If an item was out of stock, you will have received an email notification as well as an explanatory card inside your parcel. In this case, you will not have been charged for the missing item, as we only capture payment for items that have been shipped. This will not appear as a refund; instead, the final settled amount on your selected payment method will have been adjusted.
If this is not the case, please contact a member of our Customer Service team, and we will be happy to help.
It is so easy to shop online with Boux Avenue, all we need is your email address and you can shop away till your heart's 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.
Boux Avenue always endeavours to carry a full stock os sizes, so if for any reason we don't have your size, it won't be for long.
Yes you can, simply return to your local Boux Avenue store for the current retail value of the item on a lovely Boux Avenue gift card.
If you cannot return to a store, please contact a member of our customer services team who will be able to help arrange an online return for you.
If you need to return your order, you have 28 days to return your items for a full refund using our returns portal. All we ask is that the item is unworn, with your receipt and includes the original tags and packaging. We cannot currently offer an exchange service on international orders, however we do offer a free return shipping service to the following countries:
United States of America
Please note, we do not cover the cost of return shipping for any other international countries. Shipping costs vary by location, but we take the hard work out for you and calculate this within the returns portal. If you would like a different size or colour, simply return your unwanted items and place a new order.
If you have any other questions or queries, please do not hesitate to get in touch with our international customer service team here who will be more than happy to help.
Firstly you must be logged into your account. Please also ensure that all items in your basket are full price, as this discount is not valid with items already discounted or in a promotion. The coupon code box is on the first page at checkout, simply enter your code here and your basket total will recalculate automatically.
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, Paypal, Apple Pay & Google Pay
When you place your order, we authorise your payment via Worldpay. As a preauthorisation, World Pay will debit £1 from your account to verify your details which is retained by your bank. Once the authorisation is complete, this will automatically drop back into your bank account as available funds within the next few days.
Your refund will always go to the last payment method used and will work backwards. So, if a you paid via points, then gift card and then debit card, the refund will go to your debit card, then gift card and then points.
We’re sorry to hear you're having trouble—using your gift card should be quick and easy. Gift cards are valid for 24 months from the date of purchase. To redeem yours, select "Gift Card" as your payment method at checkout and enter the amount you wish to spend. If you are still experiencing issues, please contact our customer service team, who will be more than happy to help.
It may take up to 72 hours for the value to show again, after making a failed order. Please don't worry, your gift card value is still there and will show again after this time. However please do not hesitate to call our customer service team if you wish to place your order again immediatley, or have any concerns.