Got questions? Check FAQ.

  • How can I return a product?

You can return products within 30 days of their delivery. To return products, send them back to us with your proof of purchase and withdrawal form click here to The Avenue, Wierzbowa 141a, 62-081 Wysogotowo, Poland. The funds will be returned to the bank account indicated on the form within 14 days of receipt of the returned package. A customer can choose to have the payment returned to their account with the store (then the payment will be available for use for their next order).

 

  • What conditions must be met for the refund to be accepted?

The returned product must not show any sign of use. An alteration which is necessary within the bounds of ordinary handling, e.g. damaged wrapper, is acceptable. The product must be in exactly the same condition as if it had been returned after examining it in a brick-and-mortar store.

 

  • I lost my receipt. Can I still return the product?

Yes. To return a product, you need a proof of purchase - not necessarily a receipt. If a receipt has been lost, the return package may include e.g. a printout of a transfer confirmation or confirmation email, which are treated as proofs of purchase under consumer law.

 

  • Do you also refund shipping costs?

Yes. If a customer returns all the products from their order, we return the cost of delivering the products from the store to the customer in the amount of the cheapest shipping cost available (currently 6 PLN).

 

  • How do I exchange products?

You can exchange products within 30 days of purchase. To inform us that you want to exchange products, contact us at sklep@theavenue.pl and provide your order number along with the name and size of the products to be exchanged. We will generate an exchange order and send a courier, who will deliver a new product and collect the one to be exchanged. The shipping costs for exchanging products are covered by the store.

 

  • What can I exchange a purchased product for?

You can exchange purchased products for any other product available in the store. The product can be of a lower price - in such case, we refund the price difference to the customer's store account. If the new product is more expensive, you can pay the difference to the courier or pay it via bank transfer.

 

  • How do I prepare a product to be exchanged?

The product must not show any sign of use. Before the courier arrives, pack the product, attach the receipt and protect the package with tape. You do not have to address the package - the courier will know where to take it.

 

  • How do I check the status of my order?

To check the status of your order, sign in to your Avenue account. Go to "My Account" and select "Orders".

 

  • I have paid for my order, but the status is still "Waiting for payment". Why?

Funds sent via traditional bank transfer will post after 1-2 business days. As soon as the payment is posted, you will receive an email notification.

 

  • What is the order completion time?

Orders to be paid on delivery and orders for which payment has already posted are usually completed within 24 hours (one business day). The only exceptions are products which are located in another warehouse - in that case, the completion time is 48 hours. The completion time for orders delivered by DPD or an InPost courier is also one business day.

 

  • Where is my package now?

You can check the status of your DPD package HERE. To check the status of an InPost package, click HERE 

 

  • Is in-person pickup available? Do you have a brick-and-mortar store?

Unfortunately, in-person collection is not available, because we currently do not have a brick-and-mortar store. The Avenue only does mail-order sales.

 

  • Is it possible to reserve products?

The only way to reserve a product is to place an order - the completion date for payment-on-delivery orders can be extended by a maximum of 7 days. Payment for a prepaid order must also be made within 7 days - after that time, unpaid orders will be cancelled.

 

  • What is the shipping cost?

Detailed information on current shipping costs are available HERE.

 

  • How can I file a claim?

To file a claim, contact us at sklep@theavenue.pl. Then, send the faulty product, the proof of purchase and the claim form click here to The Avenue, Wierzbowa 141a, 62-081 Wysogotowo, Poland. The store will weigh your request and inform you of its decision within 14 calendar days of receiving the package. In case of a claim, a product can be fixed or exchanged and if that is not possible, its price might be reduced or you may withdraw from the agreement.

  • How can I use a gift card?

To use a gift card, add products to your cart, and in the Delivery and payment section select "Gift card" as the payment method and enter the code on the back of the card. If the order total exceeds the value of the gift card, you can pay the difference using any payment method.

 

  • What do I do if I receive a product different from the one I ordered?

Let us know immediately at sklep@theavenue.pl or call us at +48 61 646 02 23 (call from 8 a.m. to 3:30 p.m. CET Monday through Friday). The right product will be delivered by a courier, who will also take the product which was sent by mistake and bring it back to us. The cost of the exchange will be covered by the store. As compensation, you will receive a discount code or a gift.

This page uses cookie files to provide its services in accordance to Cookies Usage Policy. You can determine conditions of storing or access to cookie files in your web browser.
Close