Frequently Asked Questions
You can find answers below or contact our team to help you.
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.
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. We 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.
You can also return any unworn items bought online at our Boux Avenue stores, as long as you have your receipt and the original tags or you may take your order into one of our Ryman stores in its original packaging and your refund will be processed once it is received by our warehouse.
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 contact our customer service teamfor further assistance.
A few of our items are non-returnable, for a list of these and more details please see our delivery & returns page.
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.
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.
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.
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. We 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.
You can also return any unworn items bought online at our Boux Avenue stores, as long as you have your receipt and the original tags or you may take your order into one of our Ryman stores in its original packaging and your refund will be processed once it is received by our warehouse.
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 contact our customer service team for further assistance
A few of our items are non-returnable, for a list of these and more details please see our delivery & returns page.
Free Returns
Return shipping costs are free for orders shipped to the following countries:- Australia
- Canada
- Europe*
- USA
In order to return an item please print a returns label using our returns portal. Alternatively you can request a return via email, please ensure you put your order number and email address associated with the order in the email. * Please note Switzerland and Norway do not receive free returns.
Please note taxes and/or duty applicable to your order are non-refundable.We will send you an email to confirm we have received your returned item.
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.