Customer Service Refunds & Exchanges

Refunds & Exchanges

We offer free UK returns via our returns portal or our stores

We want to make life as easy as possible for when these little shopping mishaps occur, which is why we offer a full refund of an item within 28 days*. If you need to return a faulty item to us, and the fault has developed after wear, we kindly ask that the item is washed before you return it.

Exchanges are offered in-store only within 28 days* of purchase.


How to return an item for a refund

  1. Securely repack your unworn items with tags intact in their original packaging.
  2. Login to our returns portal using your order number and email address. Select your preferred tracked returns service. We have print at home, paperless and collection options available.
  3. You’ll be emailed a shipping label or QR code to scan at your chosen drop-off point or collection point.
  4. Keep an eye out for updates and tracking. You’ll get an email once we receive your returned item. Most returns are processed within a few days and you should expect to receive your refund to the original payment method in 5 - 10 working days. It may take longer to receive and process your refund in busier periods such as Bank Holidays, Black Friday and Christmas. You can track the progress of your return using our returns portal.


How to return an item for an exchange

  1. Fill out the exchange form on the back of the delivery note that came in your parcel, specifying the new item(s) you wish to exchange.
  2. Securely repack your unworn items with tags intact in their original packaging along with the form.
  3. Login to our returns portal using your order number and email address. Select your preferred tracked returns service. We have print at home, paperless and collection options available.
  4. You’ll be emailed a shipping label or QR code to scan at your chosen drop-off point or collection point.
  5. Keep an eye out for updates and tracking. You'll get an email once we receive your returned item(s).
  6. We will send your exchange order as soon as we have processed your return. We cannot guarantee availability for exchanges and advise you to place another order to guarantee availability.


How to return an item to store

  • You can return your online and store purchases for free at one of our Boux Avenue stores find your nearest store here.
  • Simply return your unworn item with your receipt and the original tags to one of our Boux Avenue stores within 28 days of receipt for a full refund or exchange. If your item is faulty we are very sorry to hear that; please bring your item into a Boux Avenue store and we can review your item.
  • We can only accept returns paid using credit / debit card. If you paid using PayPal, Klarna or Laybuy, you will need to send your return to our warehouse. Refunds will be made to the original method of payment.
  • If you no longer have your delivery note, the payment card you paid with, or if you are not the original purchaser, our stores can offer you an exchange for the value of your return on a Boux Avenue Gift Card (Boux Avenue store only).
  • If you have any other questions or queries, please do not hesitate to get in touch with one of our friendly customer service team who will be happy to help.
  • You can return your store purchases for free at one of our Boux Avenue stores, find your nearest store here.
  • Simply return your unworn item with your receipt and the original tags to one of our Boux Avenue stores within 28 days of receipt for a full refund or exchange. If your item is faulty we are very sorry to hear that; please bring your item into a Boux Avenue store and we can review your item.
  • If you no longer have your delivery note, the payment card you paid with, or if you are not the original purchaser, our stores can offer you an exchange for the value of your return on a Boux Avenue Gift Card (Boux Avenue store only).
  • If you have any other questions or queries, please do not hesitate to get in touch with one of our friendly customer service team who will be happy to help.

Please note there are a few Boux Avenue items which, unfortunately, we cannot accept returns on, unless the product is unopened and in a saleable condition. This is simply for hygiene reasons – we hope you understand. These are;

  • Our bath & body products

  • Nipple petals

  • Mini bust booster

  • Ultimate bust booster

  • Backless strapless bra

  • Replacement wing tape for backless, strapless bra

  • Breast lift tape

  • Secret tape

  • Clear back bra

  • Stick & clip bra

  • Lace up bra

  • Stick on thong

  • Socks & hosiery

  • Swimwear where the hygiene strip has been removed

Please note gift cards and charity donations also cannot be exchanged for cash or refunded.


For information about international returns click here. This will not affect your statutory rights.