Customer service

Have a question or need help?

Our customer service is available from 10.30 -18.00h, 5 days a week (mon - fri).

-Fill in the form on this page.

- Send an e-mail to customer service
- Call to +32 3 226 67 36 (no extra cost)
- Chat with us on Facebook
- Visit our store in Antwerp, IJzerenwaag 1

1 Ordering & delivery
1.1 What do I do if I didn't receive the product I ordered?

We try really hard to carefully process each order but unfortunately a mistake still happens sometimes. When you receive the wrong size, color or product altogether you can return it, we'll cover the charges.

Make sure you contact us as soon as possible so we can help you out.

1.2 What do I do when I receive the product but i'm actually not very sure about my purchase?

First, please contact us by e-mail stating that you’d like to make a return. 

In this case, the return costs are for the customer, we’ll pay for the shipping on  replacing the item.

If the quality of your item doesn’t meet your standards we politely ask you to contact our customer service so we can search for a solution together.

The item(s) you want to return, as well as the packaging, have to be undamaged, unworn, tags still attached,.. 

Make sure you let us know you want to make a return within 7 days, unfortunately we aren’t able to accept returns after this period.

1.3 What if I didn’t state the right address?

It’s your responsibility as the customer to check if all the information you gave us is correct. You will receive an order confirmation by e-mail, please check this thoroughly for any errors, if it states the wrong delivery address please contact customer service as soon as possible.

After you receive an order confirmation you will also receive a shipping confirmation. If you receive this e-mail it means your package has been shipped & unfortunately we can’t change the address. We’ll have to wait until we receive the package again, from there on we’ll notify you & arrange a new shipment with the right address. 

1.4 What if I don’t receive my order after I received a shipping confirmation?

Wait another day.

 

If something went wrong in the sorting center it could be that your package has been withheld, check it with your tracking number on www.bpost.be/track if it isn’t just lying there at the postoffice.

If your package ended up in another country or you didn’t receive a tracking number please contact customer service, we’ll try & hopefully succeed in fixing the problem.

2 Payment
2.1 Where's my confirmation?

Probably in your spamfolder. 

If you can't find it here contact us via e-mail and we'll try to help you out. 

2.2 How can I pay?

You can pay using: PayPal, Bancontact/MisterCash, creditcards, iDeal, Sofort Banking & Giropay.

If you're not sure about the method of payment don't hesitate to contact us on customerservice@avenuestore.be

2.3 How do I know you guys aren't stealing my money? Is buying in your store safe?

Buying & paying is safe. If something goes wrong we're 100 % ready to team up with you and look for a solution. 

2.4 Can I pay after receiving my order?

Unfortunately we don't offer this service... Sorry!

3 Exchanges & returns
3.1 I'd actually like a different size of the product i've ordered

Contact us!

You can request a return via our portal.

https://lockwood.shipping-portal.com/returns/

We'll check if the product is still available in the size you want.

3.2 Actually i'm not really sure about my purchase.

Contact us!

You can request a return via our portal.

https://lockwood.shipping-portal.com/returns/

Let us know if you'd like to exchange or get a refund. 

3.3 I've received my order and it's damaged.

Contact us as soon as possible!

Is the box used for shipping damaged? Or just the product?

Add some pictures to speed up the process! We'll do all the necessary to find a solution as soon as possible. 

3.4 I've worn this t-shirt I bought a while back and I actually don't want it.

Unfortunately we can't help you with this problem.

It's the customer who has to inspect the product when  they receive it. If it doesn't suffice to your demands you have to contact us as soon as possible.

If a product is worn it isn't eligible for exchange or refund.

3.5 So all this talk about returns, how do I return a product?

 

You can request a return via our portal.

https://lockwood.shipping-portal.com/returns/

Make sure the product is in the original packaging, in mint condition with all the paperwork it originally had. 

4 Worries
4.1 Are you restocking a product after it's sold out?

Probably not. It could be someone cancels their order making the item available again, so just keep an eye out. If we restock an item & you want to be the first to know it’s best to follow our social media channels.

4.2 This t-shirt is so nice, how can I make sure it doesn’t starts falling apart, shrinking,… ?

Follow the washing instructions on the label inside the piece of clothing.

In any case, washing clothes isn’t very good for them, so try to keep it at a minimum.

4.3 So i've worn these shoes twice and they fell apart, what do I do?

Contact us, add some pictures of the product and detailed pictures of the damage/error.

We'll check if it's eligible for claiming, if so you'll be able to return the product for an exchange or a full refund.

Unfortunately we can't help you if the product got damaged by daily use (wear & tear) .

4.4 I'd like some more information on returning

There's a category called Exchanges & returns where you'll probably find your answer.

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