Order
How do I place an order online?
Use the MENU links to help you find what you are looking for and lead you to our product listings.
Once you have found an item you wish to purchase, select your size and click on the ADD TO SHOPPING BAG button underneath each item.
Review the items in your shopping bag by clicking the SHOPPING BAG icon at the right top of the page. You can use the REMOVE FROM BASKET link to delete items from your shopping bag. You can click on ‘Continue shopping’ to keep browsing, or if you are ready to finalize your purchase, click CHECKOUT.
At Checkout, you can either log into your account, create an account or checkout as guest.
Finalize your purchase. Please note that prices shown are in EUR / USD, including VAT. The final price for NON-EU customers will be calculated in accordance with the applicable exchange rate on the day your credit card company or bank processes the transaction.
For non-registered customers, please complete the `Billing Address` form. Make sure you fill in all fields marked with *. If you have already registered with us, simply login using you e-mail address and the password you created for the account.
Please read our Terms and Conditions prior to placing your order. Every time you place an order with us, you will need to confirm to have read and agreed to them.
You will receive an order confirmation to your e-mail address once the order has been placed successfully. Please make sure your contact details are filled in accurately so that we can reach you if necessary.
What is my right size?
Sizing may vary by designer. AVENUE No.29’s sizing is FRENCH. Please click on ‘Fit &Size’ for each individual item for specific sizing details. Please check the size chart and find your size accordingly. We strongly recommend to check your measurements for the bust, waist and hips in order to make sure you order the right size.
How is my order confirmed and processed?
You will receive an order confirmation to your e-mail address once the order has been placed successfully.
Only, and only after our customer service team has confirmed your selection of product, respective pricing and applicable shipping conditions, is your order considered CONFIRMED.
We process and ship orders Mondays through Fridays, during business hours (10AM to 6PM, GMT +2). International orders placed after 1:00 PM (GMT+2H) will be processed starting the following day. All orders will be processed and shipped in 1-7 business days, depending on the items selected, adding another 1-2 business days for European deliveries or 3-7 business days for worldwide deliveries.
Please note that we do not ship on Saturdays, Sundays or holidays. International orders are subject to customs clearance, which may cause delays beyond provided delivery estimates.
Can I cancel or modify my order?
If you have any modification requests or need to cancel, please contact us on whatsapp: + 40 746 259 913 within 24h after placing your order. We will do our best to accommodate your query. A cancellation fee will be retained to cover for bank commissions and other taxes. Depending on your purchase, our customer team will inform you accordingly.
Why is my order cancelled?
We reserve the right to cancel an order placed by a customer with whom we have a dispute concerning a prior order or if we have reasonable cause to suspect that such customer has violated our TERMS AND CONDITIONS, or is engaged in fraudulent activity or for any other legitimate cause.
Can I send an item as a gift?
Yes. All orders are wrapped as gifts, so the packaging is just as luxurious as the item itself. Simply mention the order is a gift in the comments field. If you wish us to add a gift card with a specific message, please write the message in the comments fields as well.
What do I do if I am interested in a product or size that is sold out?
If you are interested in a product that is currently sold out, please find the NOTIFY ME WHEN AVAILABLE button on the product page and add your e-mail address to the Waitlist. Once the product is back in stock, we will contact you via e-mail.
Can the items featured on the website be tried on in your Showroom?
Yes, you’re welcome to visit us in person by appointment only! We have one location in Dr. Anibal Teohari 11, Bucharest, Romania.
Contact us via what's app at +40746 259 913 or at customercare@avenue29.com.
Shipping & Delivery
Do you ship to where I live?
AVENUE No.29 ships worldwide with a few exceptions (MEXICO, RUSSIA), in observance with certain customs restrictions & limitations.
How long will it take for my order to arrive?
In-stock items are shipped in 1-3 business days after you had placed the order.
Items that are not in stock can take up to 14 days to be shipped. You will be informed by our team about the estimated delivery date.
Delivery may take up to 7 business days more, depending on your delivery area:
EUROPE, EU countries: 1-2 business days for delivery by your local courier
EUROPE, NON-EU countries: 2-4 business days for customs and delivery by your local courier
REST OF THE WORLD: 3-7 business days for customs and delivery by your local courier
Please keep in mind that orders received after 1:00 pm (GMT+2H) will be processed starting the following business day.
Where will my order be shipped from?
Orders are shipped from Europe. Our Creation Factory and Office HQ are in Bucharest, Romania.
How can I track my order?
As soon as your order is dispatched, you will receive an email notification with a tracking number.
For international orders, please go to DHL or UPS website to track & trace your order by the AWB number provided in your email.
For orders delivered in Romania please go to Fan Courier Tracker.
Do you ship on weekends and national holidays?
We process and ship orders during our business hours, excluding holidays. Our normal business hours are Monday to Friday 9:00am to 6:00pm (GMT +2).
What are your shipping rates?
We provide international free shipping.
Please be aware that returns are not free of charge.
- For returns from the United States, a fee of $120 per item will be deducted.
- For returns from Europe (both EU and non-EU countries), a fee of €70 per item will be deducted.
- For returns from other international locations, a fee of $120 per item will be deducted.
- For orders placed within Romania, returns are free of charge.
Payment
How do I pay? Which payment methods do you accept?
You may pay your order at shop-avenue29.com via credit / debit card (Visa, Mastercard, American Express) through LIBRA INTERNET BANK or Paypal.
The currencies showcased on our website are USD, EUR & RON. Europe-based clients pay in EUR, except for Romania. For the rest of the world prices are shown in USD.
Is it safe to pay online?
We use Secure Sockets Layer ("SSL") technology to protect the transmission over the Internet of your payment card data. You can check the security of your connection by looking at the URL line of your browser. When accessing a secure site, the first characters of the site address change from "http" to "https." If you are using a web browser or firewall that does not permit communications through secure sites, you will not be able to make purchases on the Site.
Antifraud system
- 3-D Secure Vendor & Shopper Protection
- Expert Fraud Checking System
- Automatic filters for suspicious transactions
- Suspicious transactions manual checking
- Secure Order Page Hosting
- Notification for fraudulent online transaction attempts
Is my credit card info saved?
We do not store any of your credit card information on our website.
I live outside the EU. Do I still have to pay VAT?
Yes. Final purchase price for orders shipped outside the EU will be calculated with local VAT at checkout. Please note, that duties for your country will be applied and invoiced separately through our carrier.
All shipments destined for countries outside the European Union, as required by Customs regulations, are accompanied by an invoice declaring the value of the merchandise.
Do I have to pay custom duties and taxes if my order is shipped outside to EU?
We ship to EU on a DDP (Delivery Duty Paid) basis. This means that all relevant import taxes and duties are included in the product price.
How much are the custom duties and taxes for my order?
All prices are final and include shipping. The custom duties and taxes are to be borne by the client. The prices of custom duties and taxes are set by your local customs. You should contact them directly.
Returns & Exchanges
What is your return & exchange policy?
RETURN FEES:
USA: $120 per item. U.S. orders are shipped under DAP terms. Import duties and taxes are not included in the price at check out, and will be collected prior to delivery. US citizens are required by law to provide their ITN/EIN number for orders higher than $ 2500.
EUROPE (European Union): 70 EUR per item.
THE REST OF THE WORLD: $ 120 per item.
ROMANIA: FREE
An order that has been shipped but the recipient refuses to have it delivered will be returned. For such a situation, we will deduct from the refund 10% off the price of the order. In addition to this fee, the return tax ($ 120 / € 70) will also be deducted.
AVENUE No.29 will only accept returns on non-faulty items that are in their original condition, have not been worn, altered or washed, with all tags attached and in its original packaging. Upon receipt of an order without tags please notify us immediately. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.
In case of a returned item that is not in its original condition, 30% off the price of the item will be deducted from the refund.
The refunds should appear on your bank statement in up to 14 business days (how long depends on your card issuer).
Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check. This process may take up to 7 days from the date of your return. Please note that the customer is allowed to exchange an item for a different size or style, only once.
The merchandise must be returned along with the Return Proforma invoice signed in 5 copies after downloading it from your client account, along with the Return air waybill.
The merchandise must be returned in one mailing. We reserve the right to refuse multiple returns at different times from one order. We are not responsible for damaged or lost packages that are NOT shipped via DHL. We are not bound to cover any shipping costs that are not provided by DHL.
Return merchandise will be prepared as indicated in your client account after which we advise you contact directly your DHL courier to pick up the package.
How do I return an order?
Sign into your Client Account, go to Order History and Details and click `Details` next to the order you wish to return/ exchange. Select the item(s) and click Request a Return.
You will receive an email with your return/ exchange confirmation.
Put the item you wish to return / exchange along with other branded packaging accessories in the original box or similar one. Please make sure the garment still has its seals and tags and has no signs of wear/ alter/ wash.
Place the Air Waybill label on your package along with the Return Proforma Invoice – completed with the corresponding details. Sign the documents.
Book your pick-up courier by calling local DHL for international orders or Fan Courier for Romania.
Can I exchange an item for the same in a different size?
Yes, please see our Returns and Exchanges policy. You will be, however, asked to pay for the return shipping of the first item. The shipping cost for Europe (EU & non EU) is 70 EUR, while for the USA and the rest of the world it is $120. For Romania the return fee is free for one exchange only.
When will I receive a refund for returned items?
When all requirements have been met, we will initiate the refund for the cost of the product(s), minus the shipping fee of 70 EUR (if you are in Europe) / $ 120 per item for the rest of the world, or any other extra services that may have applied to your order. Should you fail to meet any of these requirements, you will be notified by e-mail and the merchandise may be returned to you. We are, however, not responsible for any additional shipping costs. Should you refuse to accept the returned merchandise, we reserve the right to keep the item and the corresponding amount that was paid.
A time frame of anywhere between 10-14 days should be calculated for the receipt of your returned merchandise and the moment we initiate the return/refund process. The refund time frame depends on the credit card used or bank policy. Please note that the refund will only be issued to the credit card used for the order. Please note that shipping costs will not be refunded.
Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).
For any further questions regarding our RETURNS AND EXCHANGES, please contact us at shop-avenue29.com
General Questions
What if I forget my password?
You should press the "Sign in" button and then choose the "Forgot your password?" option. Fill in the field with the email you used to create the account and you'll receive the password on this e-mail address.
How do I keep my account safe?
In order to keep your account safe, we recommend you follow the simple steps below.
a) When setting your password, it must be at least 6 characters and contain at least one uppercase letter and a number. The longer your password is, the more secure it is.
b) Use a unique password on shop-avenue29.com. Using a unique password will ensure that if your password is disclosed on another website, it cannot be used on shop-avenue29.com.
c) Do not use the same password for your email accounts as you do on sites like shop-avenue29.com
d) Change your password periodically. While we do not require users to change passwords after a period of time, it is recommended to update your password periodically.
e) Change your password if you suspect that any of your accounts you use online on any website has been compromised.
Didn't find an answer to your question?
We’d Love to Hear From You
Contact us via email at customercare@avenue29.com or via Whatsapp at +40746 259 913