Returns policy 

13.1 
We charge a £9.99 returns and handling fee. Products must be returned in a saleable condition within twenty-eight (28) days of receiving your Order, our service fee is non refundable. Products must be unused and in their original packaging with garment tags and any other security devices or seals still attached and intact when they are returned to us. We reserve the right to consider the condition of any Product that you wish to return and make any deductions if there are indications that the Product, its tags, security devices or seals have been used, removed, broken or tampered with.

13.2 
Please note that your right to cancel or return a Product does not apply to certain types of Products. The following list provides a non-exhaustive list of the types of Products you cannot cancel or return: 
a) Products which are bespoke, have been made to measure, altered, or personalised to your specification; 
b) Products which are vintage, pre-owned, up-cycled or second-hand; 
c) Hampers or perishable goods  
e) Unsealed audio or video recordings (such as CDs, DVDs), unsealed computer software; unsealed headphones, handsfree kits and blue tooth units with headphones and/or microphones; laptops and TFT screens with less than three (3) dead pixels within one (1) month of purchase; electronic products damaged by viruses, worms or other destructive programs downloaded or transferred to the product through use and/or containing software that is illicit or otherwise unauthorised by the software owner; 
f) Unsealed beauty items including toiletries and cosmetics which have been opened, tested or partially used; and 
g) Fragrance when delivered outside the UK, which cannot be returned due to restrictions on delivering hazardous products. 

13.3 
Where lingerie, swimwear, cosmetics and earrings are protected by hygiene seals, you are required to take reasonable care by not removing the hygiene seals. Refunds will not be provided if the hygiene seals have been removed, broken or tampered with.

13.4 
Some of our brands, including watches, jewellery, technology and furniture, have their own policies:  
Please note that clauses 13.2 and 13.3 do not apply to faulty or incorrectly supplied Products where your statutory rights are unaffected.

Repeated Returns 
We monitor the number of returns made by customers, and repeated returns will be flagged and may, at our discretion, lead to the closure of your Avenue Account. 

You have 28 days from the date on which you received or collected your Order to return the Product(s). Please note that we do not need to have received the Product(s) within the 28 days if you have organised for the return to be made within this 28-day period. Our service fee is non refundable

Should you choose to return your Order through any other process not outlined in these terms and conditions (including a different carrier or postal service and not following the appropriate process for the value of the Product(s) as listed below), then any cost associated with that, as well as the risk, loss or damage to your Order shall be borne by you. 

As part of our commitment to reducing our environmental impact, our return instructions are paper free. This benefits our customers, our people and our planet.

When returning your items, please include any accessories, branded boxes or cases that came with your order, in the reusable AVENUE packaging. If anything is damaged or missing from your return, you may not receive your refund.

You’ll need to organise your return from the country or region you ordered to.

Here’s what you need to do:

Go to the  Returns centre to register your return; Your return will be approved by our team. Once approved, prepare and send your item to the details on the approved request form. 

Prepare your return

Place the item inside the AVENUE packaging - don't forget any brand boxes, dust bags, or cases
Attach your Return Label to the outside of the AVENUE packaging. If you’re returning multiple beauty items that arrived in separate boxes, please package them the same way they arrived with new Return Labels. 

If you received a Return Note with your order, attach it to the outside of your package

All the documents you need to return your item should be included in your AVENUE package. If you need to reprint them, head to Orders & Returns in your account, or if you placed an order as a guest, enter your guest order detail

Fine Jewellery & Watches - Returns 

Orders relating to certain fine jewellery and watches brands must be returned using secure mail and insured to the value of the item. We do not accept any responsibility for lost or stolen returns.  

Refunds on UK and EU Orders 

14.1 
Within fourteen (14) days of us receiving your Order back by post, or receiving proof from you that your Order was returned to us, we will refund you the original purchase price and delivery charge for your Order, provided that you return the Product(s) to us in a saleable condition. Our service fee is non refundable. 

14.2 
Refunds will be issued back to you as follows: 
a) If you paid for your Order using a credit or debit card then your refund will be made back to the same card  or as Avenue credits irrespective of whether you return your Order via post or in person to one of our stores. This will appear in your account within five (5) days depending on your card issuer. 
b) If you paid for your Order using a gift card or e-voucher and returned it to us via post, then the refund will be made back to you via an e-voucher.  
d) If you paid for your Order using a gift card or e-voucher as well as your credit or debit card, then any refund for that Order will be made back in the same amounts to the same payment methods that you used when originally placing your Order, with priority given to your credit or debit card. This means that if you placed an Order for £100 but used a £50 gift card, with the remainder paid for using your debit card, then you will receive a £50 refund to your debit card and a £50 refund to a    e-voucher (if you returned your item via post).  

14.3 
Subject to the delivery option that you selected when first placing your Order (for more information, see Dispatch and Delivery), we will also refund you one of the following: 
a) If you chose and paid for Standard Delivery of your Order, then we will refund you the full cost of this. 
b) If you chose and paid for either Nominated/Next Day or Same Day delivery of your Order, then it is at our sole discretion as to whether we refund you this delivery charge. At the very least you will be refunded the cost of what the Standard Delivery for your Order would have been. 
c) Please note that if you chose our 'Click & Collect' service, there would have been no delivery charge for your Order and so no refund for delivery will be necessary. 
d) If you are only returning part of your Order which was delivered to the same address, then there will be no refund for delivery. 

14.4 
In order to arrange for a refund of an original delivery charge (as outlined above), please contact our Customer Services Team cs@avenueretail.co.uk or using our online chat facility. 

Promotional discounts and refunds 
14.5 
If a promotional discount applied to your Order originally, then the same discount will be applied to each Product of your Order that you return. This means that you will only be refunded the amount that you originally paid for your Order or any given Product. Further, any free promotional gift given with an Order must also be returned if you are returning the Product(s) to which the gift related. When returning discounted products online, the usual 28-day returns policy applies to allow you time for returning the products.  

Repeated Returns 
14.7 
We monitor the number of returns made by customers, and repeated returns will be flagged and may, at our discretion, lead to the closure of your Avenue Account. 

Made-to-order and pre-owned items

Made-to-order items

Due to the nature of made-to-order items, and the fact they have been specially created for you, we can not accept returns unless the items are damaged or faulty when delivered to you.

Pre-owned items

Pre-owned items sold at AVENUE are checked prior to sale to guarantee their quality and precision. These items should be treated with care and returned in the same condition they were received.

If any of your purchases arrive in a flawed or faulty condition, or without AVENUE and brand tags attached, contact our Customer Service team