AVOCA FAQS

General Queries

What are the Avoca Customer Service opening hours and contact information?

Opening Hours

Monday - Friday: 09.00 - 17.00

*Excluding Bank Holidays and Public Holidays

 

For Online Queries

Please email: online-avoca@avoca.com

Telephone: +353 1 274 6996

By Post: Avoca Online Store

Unit 1

Riverside Business Park

Rathnew

Co Wicklow

Ireland

A67N732

 

For Food, Store, Cafe and Restaurant Compliments and Complaints

Please email: customer-services@avoca.com

Telephone: +353 1 513 1326

By Post: C/O Customer Services Manager

Avoca Head Office

Kilmacanoge

Bray

Co. Wicklow

A98 PSP3

 

For General Queries

Please email: reception-avoca@avoca.com

Telephone: +353 1 274 6900

By Post: Avoca Head Office

Kilmacanoge

Bray

Co. Wicklow

A98 PSP3"

What are the Avoca Store business hours?

Please find individual store, cafe and restaurant details on our list of locations here.

Who do I contact if I am interested in working for Avoca?

Thank you for your interest in working as part of our team. Please see our Jobs page for details on current vacancies.

Gift Cards

How can I purchase a gift card?

You can purchase a gift card online or in store (with the exception of our Airport store). Gift cards are available in fixed denominations. If you would like to purchase a gift card online please find the Avoca gift card here.

Can I purchase an eVoucher?

Unfortunately we do not offer a eVoucher at present. We are happy to to let you know however that we are currently developing this functionality and hope to have it available to you as soon as possible.

How will my gift card be delivered?

All gift cards purchased online are shipped using our courier DHL. The delivery of the Avoca gift card incurs the standard delivery charge which includes tracking on all orders.

Does my gift card expire?

All Avoca Gift Cards issued after February 1, 2019, will have an expiry date of 18- months.

Can I buy a gift card online and collect it in store?

No, gift cards bought online must be shipped for security reasons.

Can I exchange my gift card for cash?

No, the gift card may not be exchanged for cash.

Where can I use my gift card?

You can use your gift card in our Avoca stores, cafes and restaurants (with the exception of our Airport store).

How do I find out my gift card balance?

You can check the balance on your gift card in any of our locations (excluding Airport store), a member of our Avoca team will be happy to assist you at any of our till points in store. If you can't visit a store you can contact us by phone and a member of staff will assist you.

Who do I contact if I have an issue with my gift card?

If you have a query about a gift card which was purchased online please contact our online customer service team at online-avoca@avoca.com or by phoning +353 1 274 6996. If the gift card was purchased in a store, please contact the store where the gift card was purchased. See our list of locations here.

Can I send a gift message with my gift card?

Yes you can. Customers can choose to add a gift message in the shopping basket before entering payment details. To do this, please tick the box marked "send as gift" and a text box will pop up where you can enter the message you would like to be included with your gift card.

Online Queries

How do I shop at avoca.com?

Welcome online. Shopping at avoca.com is simple. Browse our departments and products from the top navigation. Drop down menus will help you search categories. Once you have found the items you would like to purchase simply add these to your Shopping Basket and follow the prompts to proceed to purchase.

What is available to shop online?

Our online store stocks a large selection of our Avoca branded merchandise. This includes items which we have woven at our Avoca mill, have been designed by our team of in-house Avoca design team, food and drink items created in our Avoca kitchen and our cookbooks which have been created with our executive chefs, Avoca seasonal hampers and our Avoca gift cards which can be used both online and in-store.

If I have already created an Avoca account and wish to purchase again but have forgotten my password – how can I find out what it is?

If you have forgotten your account password, click the "I have forgotten my password" link under the sign in section. Enter your email address and an email will be sent to you with a new password and a link which will redirect you back to our website.

If I have already purchased from the site and wish to purchase again but I need to change my address or other details what do I have to do?

It is very simple; when you proceed through purchase you can change your address. You will find an option to ‘change your address’ in the final stages of your order. Or, you can edit your details in the ‘My Account’ section.

I would like to receive avoca.com newsletters via email?

We're delighted to hear that you would like to join our mailing list. Please sign up here. If you're experiencing any issues signing up please contact our online customer service team here online-avoca@avoca.com.

"How do I unsubscribe from the avoca.com newsletter email? "

At the bottom of all our emails is an unsubscribe link, simply click on this link and follow the instructions. If you need further assisants please contact our online customer service team here online-avoca@avoca.com.

How do you keep my personal information secure?

Please see our privacy policy for details on how we handle your personal information.

Do I need to register an account online to shop?

Registering with an Avoca Online account may make the shopping experience quicker and easier for you. By registering you're able to store information such as address details, contact information, order history and you're able to access our gift card balance checker. You can however opt to shop as a guest and enter all this information during the payment process.

By registering an online account, will I automatically receive marketing emails from you?

There is an option within your Avoca Online account where you can choose to tick or untick a box depending on your newsletter preference.

How can I pay for my online order?

We currently accept the following payment methods: Visa, MasterCard, PayPal and with your Avoca gift card.

How do I use my Avoca gift card to pay for an online order?

Once you're done shopping online and you're at the first stage of checkout process called "Your Basker", here you will be able to enter your gift card details under the field "Do you have an Avoca Gift Card?". Enter card number and pin and then select check balance to see the amount that is valid on the card you wish to use. Next, simply enter the amount you wish to redeem and continue on the checkout process. Please note that the amount you enter will be held in our system for 24hrs so if you do not complete your order the balance of your gift card will update the nexy day.

Can I cancel my online order?

We will try to get your order delivered to you as quickly as possible. Therefore, after your order is placed, you will have a very limited time to cancel the order before it is dispatched. Once your order has been dispatched, we are unable to cancel your order. Please contact the Avoca Online Customer Services team by telephone on +353 1 274 6996 or by emailing to online-avoca@avoca.com immediately if you need to cancel an item. When you receive your item, you can return it. Please see our Returns Policy for more information about this process.

Can I add an item to my online order after I have placed my order?

We strive to dispatch orders as swiftly as possible, this means we are often unable to add items to an existing order once it has been placed. However, if you contact our Avoca Online Customer Services team by telephone on +353 1 274 6996 or by emailing to online-avoca@avoca.com as quickly as possible and your order has not been processed we will endeavour to assist you with your request.

Who delivers my online order?

Our delivery courier for online orders is DHL.

How do I know if you have received my online order?

Avoca will send you a confirmation email you have placed your order and payment has been accepted. Following this we will notify you via email when our dispatch team begin processing your order. Finally you will receive an email from us to let you know your order is packaged and ready to be collected by our courier and delivered to you. This final email will include your tracking number where you can follow your order's process via our courier's website, visit DHL tracking page. If you have any queries regarding the status of your order, please do not hesitate to contact us by telephone on +353 1 274 6996 or by emailing to online-avoca@avoca.com and our team will be happy to assist you.

What happens if I notice that my personal details are incorrect after I have completed the ordering process online?

"Our aim is to dispatch orders as swiftly as possible, this means we cannot amend details prior to your order leaving our dispatch unit. Please contact our Avoca Online Customer Services team by telephone on +353 1 274 6996 or by emailing to online-avoca@avoca.com as quickly as possible should you notice your details are incorrect.

If your order has left our dispatch centre you may need to contact our courier DHL personally and request directly through them that your package’s delivery information be altered."

What do I do if there is a problem with my online order?

Please contact our Avoca Online Customer Service Team by telephone on +353 1 274 6996 or by emailing to online-avoca@avoca.com. Our Customer Service hours are Monday - Friday, 09.00 - 17.00.

What happens if an item on my online order is not available?

In the unlikely event that we no longer have stock of an item you have ordered we will put your order on hold and a member of our online customer service team will contact you via the billing email address and or/ telephone number provided during payment. Our team will do their best to assist you based on your wishes at this point.

I'm worried my online order did not go through, but I think you have charged me?

We endeavour to take every care with your order, if you think your order did not go through please contact our Avoca Online customer service team by telephone on +353 1 274 6996 or by emailing to online-avoca@avoca.com.

Can you provide more information on an online product?

Our Avoca Online customer service team are happy to assist you in your enquiry. Please contact us by telephone on +353 1 274 6996 or by emailing to online-avoca@avoca.com and a member of our team will try to source the information you are looking for.

An online product is showing as out of stock, will you be selling it again?

Our Avoca Online customer service team are happy to assist you in your enquiry. Please contact us by telephone on +353 1 274 6996 or by emailing to online-avoca@avoca.com and a member of our team will try to source the information you are looking for.

I have seen something advertised but cannot find it on your website?

Our Avoca Online customer service team are happy to assist you in your enquiry. Please contact us by telephone on +353 1 274 6996 or by emailing to online-avoca@avoca.com and a member of our team will try to source the item you are looking for.

Online Delivery & Returns

When will my online order be processed and ready for delivery?

Orders received on Weekdays up to 12 noon GMT will be processed and dispatched on the same working day. Orders received after 12 noon GMT on weekdays will be processed and dispatched on the next working day (this will be Monday for orders received after 12 noon on Fridays, or Tuesday if it's a bank holiday). Normally all products on our website are held in stock, but on the rare occasion that an item is out of stock, we will contact you with the expected delivery time. Once your order is dispatched, you will receive an email from us with a DHL tracking number.

* A working day is Monday to Friday, excluding public holidays.

** Order processing may take longer during busy periods such as Christmas, Black Friday/Cyber Monday and during Sales.

Can I track my delivery?

Yes, you can track your order online at DHL using the waybill tracking number which Avoca email to you.

Do you deliver overseas?

Yes, Avoca are happy to ship our orders worldwide. Please see our Worldwide Delivery page for full information on delivery cost and estimated delivery time accurate to your shipping destination.

Which couriers do you use for your online delivery?

We only use DHL to deliver all online orders.

Do I need to sign for my Avoca package?

Yes, it is DHL's policy that you need to sign for your package unless you arrange otherwise with them.

What happens if I am not available when you try to deliver my order?

If you are not at home to accept the delivery, DHL will leave a card with the courier's contact details. You can then give them a call to re-arrange delivery or arrange to collect your order.

I am ordering overseas, Is my order subject to duty payments and customs?

All orders dispatched outside the EU are sent free of any Irish taxes. Products delivered to destinations outside the EU may be subject to taxes, fees, levies or other charges, which are imposed by local legislation.

The recipient of the products is responsible for all customs formalities for their export and import and will be required to pay any additional charges, including import duty, formal customs entry, taxes, levies and other charges. The recipient of the goods, not the person who ordered them, will receive a separate request for payment of these charges.

If you're ordering products to be delivered to someone else, please make sure they're aware they will be responsible for any additional charges. Unfortunately, we have no control over these charges and cannot predict what they may be, so we're unable to offer any assistance on these processes. We'd advise that you check the import charges applicable in any country before ordering products to be delivered there.

What should I do if I haven't received my order, or I have a problem?

"If you encouner any issues with your order please contact our Avoca Online customer service team by telephone on +353 1 274 6996 or by emailing to online-avoca@avoca.com.

How do I return an item which was purchased online?
  • Simply complete the Avoca Online Returns Form included with your order to ensure we are able to quickly process your return or exchange, include this form with your return items. If you are missing the form you may find it here Return Form
  • Make sure that all returned items are unused/unworn. Any items returned should be in the same condition as it was when you received it an must include all tags or labels and be in the original packaging.
  • The cost of returning unwanted items is at your expense and we recommend that you use a carrier who can give you a ""proof of posting"", as until the parcel is received by us, it will remain your responsibility.

Post parcel back to us. Our address for returns is as follows:

Avoca Online Store, Unit 1

Riverside Business Park

Rathnew, Co Wicklow

Ireland, A67N732"

What is the Avoca returns policy on full price and sale items purchased online?

Return or exchange unwanted item within 30 days of purchase (For sale items, any refund or exchange must take place within 14 days of purchase). Any returned goods must be unused/unworn and in the same condition as it was when you received it, must include all tags/ labels and be in its original packaging. The cost of returning unwanted items is at your expense and as we do not offer a collection service. We recommend that you use a carrier who can give you a "proof of posting", as until the parcel is received by us, it will remain your responsibility.

How do I return a faulty or incorrect orders received from the online shop?

If the product you received is faulty or you received the wrong item, please contact our Avoca Online customer service team by telephone on +353 1 274 6996 or by emailing to online-avoca@avoca.com in advance of returning your item.

My item was a gift, so I don't have the Avoca order number. What should I do?

We are happy to help. Please contact our Avoca Online customer service team by telephone on +353 1 274 6996 or by emailing to online-avoca@avoca.com in advance of returning your item.

When will I receive my refund?

Please allow up to 21 days for refunds to show up on your account. We will refund you by the same method the original payment was received. If you paid with a gift card, a new gift card will be issued for the amount of the credit and mailed to your billing address.

 

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