FAQs


WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD OR MY PASSWORD DOES NOT WORK?

If you have forgotten your password, please contact a member of our customer services team who will be able reset your password, giving you immediate access to the website and your Avenue 32 account.

IS IT POSSIBLE TO CHANGE MY PERSONAL ACCOUNT DETAILS?

You can change your account details by logging into your account and choosing to 'edit' your delivery address, invoice address and payment details by clicking on the tab 'edit my details.'

IS IT POSSIBLE TO AMEND MY ORDER ONCE I HAVE PLACED IT?


It will depend on what stage of the process your order has reached. Our customer services team are on hand to help if you want to add or remove an item from your order. Please contact customer services with your query and they will advise you how to best proceed.

HOW DO I CANCEL MY ORDER?

If for any reason you wish to cancel your order, please contact customer services who will be able to help you with your query.

HOW DO I SEARCH FOR A SPECIFIC ITEM ON AVENUE 32?

If you wish to find a certain item, go to the search box at the top right-hand corner of your screen and enter any relevant keyword. By opting to search by designer, you will be directed to the designer store front and given the option to shop the collection. You can also search by designer, product name, department, colour and size.

WHO CAN I SPEAK TO ABOUT THE SIZE AND FIT OF A CERTAIN ITEM?

There is a comprehensive international size guide available on Avenue 32, which can be viewed here. If you require further details, please contact the customer services team, who will be happy to offer you further assistance.

DO YOU HAVE A WAITING LIST FOR OUT OF STOCK ITEMS?

Please contact customer services to discuss ordering an item which is showing as out of stock.

DO YOU EVER RECEIVE ITEMS BACK IN STOCK?

The carefully curated selection of products available to purchase on the Avenue 32 website means that we have many exclusive or limited edition items. If it is not possible for us to reorder an item for you we may be able to offer you advice on similar styles or products by the same designer. Please contact customer services to discuss ordering an item which is showing as out of stock.

THE ITEM I ORDERED ARRIVED IN THE WRONG SIZE. I WANT TO EXCHANGE IT BUT IT HAS SOLD OUT. WHAT SHOULD I DO?

If an item you wish to exchange has sold out, please contact customer services

as soon as possible with details of the item and your order number. It may sometimes be possible to reorder items that are out of stock and we will always endeavour to do everything we can to help you if this arises. Please contact customer services for advice in this situation.


HOW DO I PURCHASE A GIFT CARD?

An Avenue 32 voucher makes an ideal gift. To purchase a gift voucher, please contact our customer services team. All gift vouchers have a twelve month validity period from the date of issue. This includes those purchased as gifts, given as part of an exchange or issued as store credit and those issued as part of our loyalty program. Any gift vouchers presented for use outside the one year expiry date will not be redeemable against a purchase. Please note no cash equivalent is available.


I AM SENDING AN ORDER AS A GIFT, CAN I ADD A PERSONALISED MESSAGE?

We are happy to enclose an Avenue 32 gift card with any purchase but at this time we cannot add personalised messages for individual recipients. Please let the customer services team know when you are placing your order if you would like to take advantage of our gift card service.

I RECEIVED A GIFT CARD BUT I HAVE LOST IT AND/OR DELETED THE ORIGINAL EMAIL.

Each gift voucher comes with a unique number for its recipient. If you lose your gift voucher contact the customer services team who will be able to recall and reissue your gift voucher within twenty four hours.

CAN I MAKE AN ORDER OVER THE TELEPHONE?

Yes, to place an order over the telephone, please call customer services.

HOW DO I USE MY DISCOUNT CODE?

If you have a discount code, enter your unique number at the checkout stage when prompted and your discount will be applied automatically.

WHAT IS YOUR POLICY FOR COMPETITION PRIZE WINNERS?

Avenue 32 runs various promotional events and competitions with prizes including credit to spend on the website or specific products. If you win an Avenue 32 competition your prize will be subject to our terms and conditions:

  • All prizes are non-negotiable and non-refundable;
  • Gift certificates are non-transferrable to third parties (they can only be used by the competition/prize winner);
  • There is no cash or credit alternative;
  • Competitions and prizes will vary; please refer to the competition source for details of full terms and conditions;
  • As with all purchases (with or without a gift certificate) our usual terms and conditions apply.

I HAVE SEEN THE SAME ITEM ON ANOTHER WEBSITE BUT AT A LOWER PRICE SINCE I PURCHASED MY ITEM AT AVENUE 32. WILL YOU REFUND ME THE DIFFERENCE?

All of our products are sold at the recommended retail price (RRP) in accordance with the guidelines laid out by our stockists, so it is unlikely that we will refund the difference. If you have any questions please do not hesitate to contact customer services for any assistance you require.

HOW DO I GET FURTHER INFORMATION ABOUT A PARTICULAR PRODUCT?

If you require any further information about a product or a designer, including questions about caring for your item, please contact customer services and they will be happy to answer any queries.

I AM HAVING PROBLEMS WITH THE AVENUE 32 WEBSITE.

If you are having problems accessing the website please check your browser first to ensure it is compatible with the website. If the problem persists then copy and paste any error messages you are receiving into an email to our customer services team.

I AM HAVING PROBLEMS PROCESSING MY PAYMENT.

For problems related to processing payments, you may need to contact your card issuer to ensure that the transaction is authorised. You may also need to ensure that you have entered your card details correctly: enter your card number without any spaces and make sure that you have entered your name correctly. If you are using a MasterCard or Visa, the problem might be with 3D secure, in which case the card issuer will need to be contacted.

If you have any further queries please contact the Avenue 32 customer services team.

Designers

UP | DOWN

UP | DOWN