Help……I have a question?
We want to help but we don’t place great store on FAQs. We know most of our customers get it already and just want to shop. That all said, we have outlined some quick pointers below.
If you have a specific question or need specific assistance, please email us with your question at firstname.lastname@example.org and we will respond within 24hrs – if not sooner!
1. How do I place an order?
You can place your order online 24 hours a day, 7 days a week. If you have an avant garde account, log into your account and start shopping. New customers, you will have the option to create an account or to checkout as a guest. Creating an account will allow you to monitor your order and view your order history.
You can also make purchases in store at 153 High Street, Kinross. We are normally open Tuesday to Sunday 10am to 5pm (if not, we are likely in the coffee shop next door!)
2. What delivery options do you offer?
Life can be complicated enough and so we like to keep things simple. We thus only use DPD next working day and charge a flat rate for purchases under £50 (and under 1kg). Purchases over £50 are free of delivery charges.
For more information, please refer to ‘Delivery’ on our Terms & Conditions page.
3. How can I track my order?
Once your order has been despatched, you will receive an email from us confirming shipment. Your email will include a tracking link and your tracking number. You will then be directed to the courier’s tracking site, where you will be able to access the most up-to-date tracking information for your parcel.
4. My payment method has been refused when placing my order, what should I do?
Firstly don’t panic! These things happen. If your transaction is declined during the online ordering process, please follow the instructions on screen. Check the information you have entered and try again, or please try another form of payment.
In some cases, your order may still be accepted but you will receive an email from our Customer Service team to inform you that the payment has been declined. We will then ask you to contact us via phone to resolve the matter.
Your order will be cancelled as soon as we have notified you by phone or email and we won’t be able to hold the stock.
5. Do you take payment via PayPal?
You bet. Please note that you will be charged straight away for the value of the order.
6. My chosen product is on back order, when will I be charged?
Your total order value will be authorised on completing checkout, including products which are out of stock and on order. You may notice that this authorisation will temporarily reduce the available balance on your account by the value of the item(s) including for out of stock and on order items. The amount will then be debited from your account when the product is available in our Warehouse. Should the item(s) take longer than 7-10 days to be despatched to you, this authorisation will be reimbursed to your available balance, and your payment will be debited for the full amount upon availability in our Warehouse.
7. The price has changed since I purchased my product. Will you refund me the difference?
Unfortunately, we cannot refund the difference. Once an item has been ordered the price is fixed for delivery. Don’t worry, you’re already getting top notch value but, particularly during a sale period, prices can change without prior notice.
8. Can I order an item that is out of stock?
We hate running out of stock but some items are so popular they barely hit the shelf and they’re gone. If the item you want is temporarily out of stock, but a delivery is expected on a certain date, you will see the “due” date next to the product.
You will be able to pre-order this item (we recommend ordering as soon as possible to avoid disappointment). Your transaction will be authorised at point of order. Please note that you will only be charged when the item is back in stock and ready to be processed in our Warehouse.
If the product is labelled ‘Out of Stock’ this means we are not expecting a delivery soon but may receive more in the future. Please click on “NOTIFY ME WHEN THIS PRODUCT IS IN STOCK” and follow the instructions. If/when we have more stock, we will let you know.
9. The product I received is not 100% the same that the picture on your website, why is that?
Many of our products are bespoke and/or handmade and thus each will have its own characteristics. You will have a unique item!
10. What happens if I receive a faulty or incorrect item?
Please refer to our Returns policy
11. What is your returns policy and process?
Please refer to our Returns policy here.
12. I am an international customer, is there anything in particular I need to know?
First of all we love you. We love all of our customers and we will work with you to get you what you want. Pronto. When we say pronto, we will likely need to have a short dialogue on shipping and costs.
To place an order for overseas delivery you will need to register as a customer and input the address manually on the Delivery Information page as the postcode finder will only work on UK addresses.
Please note all deliveries to destinations outside the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and any additional charges are outside of our control and you will be responsible for these payments.
If you need to return an item, please note that customs duties are not always refundable or fully refundable. This varies depending on your country’s individual regulations.
For more information on your country’s import policy, please check with your local Customs office.