Coronavirus - information for our customers

In light of the current climate, we are closely monitoring the COVID-19 pandemic. Our family run business is built on working closely with our customers in order to provide exceptional customer service, and the health and wellbeing of both our colleagues and customers is our number one priority. We have provided key updates below, on how we will help our customers and colleagues through these challenging times.

Stores

What can I expect when shopping in store?

We continue to monitor the COVID-19 situation very closely and are operating in accordance with the government’s health and safety advice. We have taken several precautionary measures including the below to ensure our stores are safe, hygienic environments for everyone. The health and safety of our colleagues and customers is our first priority.

Here are some of the safety measures we will have in place...

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Social Distancing

To help keep socially distanced in-store we have added floor markings and additional signage

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Enhanced Cleaning Routines

Increased frequency of cleaning and sanitising throughout the day

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Till Point Screens

Perspex screens have been introduced at till points

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Customers in-store

For everyones wellbeing, were limiting the number of customers in‑store

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Contactless

We advise on using contactless payments, where possible

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Customer Service Hosts

Customer service hosts will be on-hand to offer advice and share their expertise but will not be undertaking bra fitting in any of our stores until further notice, however you are welcome to try on product in our fitting suites

Returns

How do I return a product?

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

  5. * 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.


Orders & Delivery


Can I still place an order online for Home delivery?

Yes. Our online store is operating as normal and we are currently still making deliveries for online orders that are placed, making sure to follow the advice of Public Health England.

Should I be worried about touching a parcel I have received or collected?

No. According to Public Health England, there is no risk with parcels or evidence that the virus can be transmitted from packages. You can always wash your hands thoroughly with soap and water after unwrapping your parcel if you are concerned.

Are deliveries of parcels running on time?

Yes. We are doing all we can to keep everything running smoothly so that you receive what you have ordered at the right time, however this may change.For the latest information on delivery time scales, please refer to the information at basket.

Can I still use Click & Collect online?

Yes, you can order online and collect your beautiful purchases at your closest Boux Avenue or Ryman store for free on orders over £30.

What if a Click & Collect location closes and I haven’t collected my parcel yet?

All parcels are retained in store for up to 30 days before being returned to our warehouse for a refund. Our customer service team will be on hand to assist if circumstances do not allow this.


Customer Services

How can I contact you?

Our customer services team is on hand to answer your queries. You can contact us using online chat or Facebook Messenger between 8am and 5pm Monday to Saturday and by email after these hours. We are both following government guidance and experiencing high contact volumes, therefore we could take longer than usual to answer your call or respond to your enquiry.

Last update: Thursday 17th June 2021

Reach out

Find us at the office

Exel- Frazzitta street no. 61, 44925 Kingston, Norfolk Island

Give us a ring

Jovanny Boeding
+23 274 947 142
Mon - Fri, 10:00-21:00

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