Frequently Asked Questions

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.

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:
8am to 8pm Monday to Friday.
9am to 5pm Saturday and Sunday.

As standard, your purchase will arrive in our simple pink Boux Avenue bags or box.

You can chose 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: For individually gift wrapped items, please make separate orders.

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 Hermes website (UK orders)

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

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.

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

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 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.

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

If you have ordered via click and collect online the store will keep your order for you for 30 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.

You can cancel your order by contacting our customer service team

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.

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 one of 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, 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 and we will be able to process a refund or exchange.

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.

We’ve made it easier than ever to return your items.

Simply fill out our quick and easy returns form on the delivery note included in your parcel, wrap up your unworn items with the original tags and packaging, and return within 28 days of receipt for a full refund or exchange.

You can choose from one of four easy methods:

1. Return your online purchases for free at your nearest post office. You will need to generate a label on the Royal Mail website* here

2. NEW - Return your online purchases for free using a Hermes Parcelshop or Locker, or book a collection. We now offer returns via Hermes with no need to print off a label if you drop off at a Parcelshop. You will need to generate a return on the Hermes website* here

3. NEW - Book a collection from Royal Mail. You can now book a collection for your online purchases with Royal Mail, and save time on a trip to the post office - free for a limited time. You will need to generate and print a return label online* here

4. Return both online and store purchases for free at one of our stores. We can only accept returns in store if you have paid using credit or debit card. Returns paid using PayPal, Klarna and Laybuy should be returned to our warehouse. Find your nearest store here

* Please select any return reason for exchanges.

Please retain your receipt when making a return at your post office or Hermes parcel shop / locker. We will send you an email to confirm receipt of your returned item, and when we have processed your return / exchange. Please note that it can take up to 5 working days for the final refund to be processed back to your original payment method.

If you have received a faulty item from us, we are very sorry to hear it, so please post back to us as above stating the problem on our returns form. Or contact our customer service team for further assistance.

If you bought something in store and want to return it by post, please contact our customer service team.

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 & Laybuy returns

If you paid using PayPal, Klarna or Laybuy, you will need to send your return to our warehouse. Refunds will be made to the original method of payment.

In-store at Ryman

Wrap up your unworn items in the original packaging with your receipt and the original tags and take to one of our Ryman stores within 28 days of receipt for a full refund or exchange.

Refunds will be made to the original method of payment once the order has been received by our warehouse.

If you no longer have your Delivery Note or the payment card you paid with, paid via PayPal, 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

Please note we are unable to accept returns in store for orders placed using Klarna.

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.

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.

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. 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.

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.

Yes you certainly can, just ring our customer service team 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.

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

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.

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 who will be able to tell you when we are expecting deliveries back in your size.

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, we will be able to sort this out for you as soon as possible.