Question 1

Where are you based?

Accepted Answer

We are based in Derby, UK

Question 2

Do you have any discount codes?

Accepted Answer

We do! 
We offer a 10% discount off your first order when subscribing to our website - occasionally we will also send you discount codes via email throughout the year.

Discount codes can only be used one and cannot be used in conjunction with any other offer.

Question 3

I forgot to put my discount code in, what can I do?

Accepted Answer

Unfortunately once an order has been processed we are unable to add the discount code.

Question 4

Can I make a change to my order?

Accepted Answer

'IVE MADE A MISTAKE' 
Don't worry, we've all been there, that's why we offer a 30 minute window for any order amendments that you would like to make after you place your order. Should you wish to make any amendments to your order (such as swap products, change gift messages, change a shipping address, cancel your order, or request a refund) these changes must be requested within 30 minutes of you placing your order on the website.

After this window, please still contact us to see what can be done to help. 
​
Please email info@westavenue.co.uk to request an order amendment.

Question 5

Can I request a refund?

Accepted Answer

Yes! If you've had a change of heart, we're more than happy to refund your order, but there are a few conditions to bear in mind:
Refund Policy Duration
Our refund policy lasts for 28 days from the date of your purchase. Within this timeframe, you must notify us within 14 days of receiving your order and return the items to us within the 28-day period.

Authorised Returns
please make sure to contact us first at info@westavenue.co.uk before sending anything back.
Please ensure that any returns are carefully packaged in their original packaging to prevent damage during transit. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
It's important to note that The following items can't be returned or exchanged:
Due of the nature of these items, unless they arrive damaged or defective, we can't accept returns for:
 • Personalised orders
 • Perishable products (such as food)
 • Intimate items (for health/hygiene reasons)
We reserve the right to refuse returns that do not meet the above mentioned standards.

Time Limit
Unfortunately, if 28 days have passed since your purchase, we won’t be able to offer you a refund or exchange.

Shipping Costs
You are responsible for covering the shipping costs for returning your item, and these costs are non-refundable. If you do receive a refund, the cost of return shipping will be deducted from your refund amount.

Exchange Timeframe
Depending on your location, the time it takes for your exchanged product to reach you may vary.

Proof of Purchase
To complete your return, we require an order confirmation as proof of purchase.

We understand that circumstances can change, but we hope this policy helps to clarify our procedures and ensures a smooth process for all involved.

Please Note - All refunds will be sent to the original payment method used when placing the order.
refunds can take between 3-5 working days to be credited

Question 6

How long does it take for a refund to be processed?

Accepted Answer

Once your return is received and inspected, we will send you an email to notify you that we have received your returned items. We will also include whether your return has been approved or rejected for a refund.
 
If you are approved, then your refund will be processed and automatically applied to the orignal method of payment. This should take between 3-5 working days (depending on your bank)

Question 7

What if my refund is late or missing?

Accepted Answer

If you haven't recieved a refund yet, please double check your bank account, just in the off chance you might of missed it. 
 
You should then proceed to contact your bank incase there has been a delay, problem or additional processing time. 
 
If you've done all of this and still not received your refund yet, please contact us at info@westavenue.co.uk and we will be more than happy to check to make sure it has been processed correctly.

Question 8

How long does it take to dispatch my order?

Accepted Answer

We aim to dispatch orders out as quickly as possible however we say between 1-3 working days, unless stated otherwise in the items description.

*Please note, if you have purchased express delivery, this has no effect on the dispatch times so please take this into consideration when ordering. 
 
Once your order has been dispatched you will receive a confirmation email. Sometimes these can be filtered into your spam/junk folder by your email provider. If you are unable to find a confirmation email please contact us and let us know and we can investigate this for you

Question 9

Is my order lost in the post?

Accepted Answer

As a general rule, Royal mail 24 Tracked takes 1-2 days to be delivered and 48 Tracked takes 3-5 days to be delivered. 
 
Royal Mail do not class a parcel as missing unless it has been over 10 working days. If your parcel has been over the 10 working day period, please first check your local Royal Mail depot, as your order may have been taken there by your postman without notification. 
If you have followed these steps then please contact us at info@westavenue.co.uk where we will be more than happy to look into this for you to find out where your order is and make sure it is resolved.
 
If you haven't checked the Royal Mail depot and we receive your order back due to non-collection, there will be an additional postage charge to send your order back out to you.

Question 10

I have input an address incorrectly.. what should I do?

Accepted Answer

If you would like to update your shipping address please send us an email as soon as possible (within 30 minutes) to let us know. If you have received a dispatch confirmation email then we have already fulfilled your order and unfortunately we can not be held responsible if you have entered your address incorrectly, it is down to the customer to make sure they check the details. 
iIf your order is sent to the wrong address, we would need to wait for Royal Mail to return it to us, we can then ship it back out to the correct address, however there will be an additional postage charge to send the box out a second time.

Question 11

My order has arrived damaged, what should I do?

Accepted Answer

Whilst we want everything to arrive as amazingly as we send it, we understand that things do unfortunately get damaged in the postage process. If your items arrive damaged, please do email us at info@westavenue.co.uk with supporting images and as much information as possible, so we can get a replacement sent as soon as possible.

Question 12

Can I return a gift I received?

Accepted Answer

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the original buyer.

Question 13

Can I get a refund on Personalised items?

Accepted Answer

No, sadly personalised items can not be refunded this is due to the fact this product has been created for you and we are unable to resell.