Frequently Asked Questions

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

  Website Queries
  Email: online-avoca@avoca.com
  Tel: +353 1 274 6996
  By Post:
  Avoca Online Store/ Unit 1
  Riverside Business Park
  Rathnew
  Co Wicklow
  Ireland
  A67N732

  Food, Store, Cafe and Restaurant Compliments and Complaints
  Email: customer-services@avoca.com
  By Post:
  C/O Customer Services Manager
  Avoca Head Office
  Kilmacanoge
  Bray
  Co. Wicklow
  A98 PSP3

  General Queries
  Email: info-avoca@avoca.com
  Tel: +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.

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• 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.

Avoca Account

• How do I set up an account?

  Setting up an account is easy and only takes a few minutes, click here! You'll enter your name and email address and then create a password. When registering you have the option to opt in for shopping assistance and subscribe to the Avoca email newsletters.

  With an account you can check your order history, manage your address details, view and share your wish list, check your gift card balance and save your payment details, which will speed things up the next time you order.

  If you prefer not to create an account, you can select still shop online using our 'guest' checkout option. You'll still need to enter your name, address, email and payment information. 

• How do I update my account details?

  Go to My Account, on mobile you'll find this by click on the menu on the top left of your phone and scrolling to the bottom of the page. If you're on a desktop computer, you'll find this on the top right corner of the screen by clicking on the person icon. From there you can amend your account information, address details and much more.

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• What is remote shopping assistance?

  By selecting remote shopping assistance under my account, you are allowing our customer care team to assist you with your purchase. They will be able to  "see what you see" and take actions on your behalf in order to provide better assistance. You can disable this at any time.

• Can I save multiple shipping addresses in my account?

  Yes! You can save multiple shipping addresses to make it easier to send gifts to family and friends.

• I forgot my password, what do I do?

  Simply go to My Account, just below the sign in button you can click on Forgot Your Password? Once the new page loads, enter your email address and click on Reset My Password to receive a password reset link to your email. 

Placing an Order Online

• What payment methods do you accept?

  We currently accept the following payment methods: Visa, MasterCard and PayPal.

  We also accept Avoca gift cards & digital e-gift cards.

• Do I need to register an account to shop online?

  No, however, registering an account may make the shopping experience quicker and easier for you. By registering you are able to store information such as address details, contact information, and order history. You can easily check your gift card balance. As a registered user, you can save and share your Avoca wish list with your friends and family.

• What currencies can I shop in?

  Avoca.com currently supports 5 types of currencies: Euro, Sterling, US dollar, Canadian dollar, and Australian dollar.

• Has my order been successful?

  Once your order's gone through, you should receive an email with an order number. If you don't receive an email, just double check that you've spelled your email address correctly - it's also worth checking your junk mail. If you've checked and you're still unsure, please contact our Customer Care Team who will be happy to look into this for you. 

• Can I add to an existing order?

  Unfortunately, we can’t add to orders, however, if you contact our Customer Care Team within a few hours of your original order to notifiy us you want to add to your order, we will hold on dispatching your order until you place an order for the additional items. Contact us with the new order number as soon as you order and we'll be happy to refund you one of the postage charges.

• Can I order by phone?

  Yes, please contact our Customer Care Team

• Will I be charged customs and duties on my order?

  Products delivered to destinations outside Ireland may be subject to taxes, fees, levies or other charges, which are imposed by local legislation.

  For the approved countries listed below, if applicable, the taxes and duties will be calculated at time of checkout, and will be included in your total before you complete payment. 

  In the event that the courier applies charges at time of delivery, please contact us with proof of payment and we will reimburse you if your country is listed as an approved country on our website.

  Australia
  Austria
  Belgium
  Canada
  Denmark
  France
  Germany
  Italy
  Luxembourg
  Netherlands
  Poland
  Spain
  United Kingdom
  United States

  For all other countries, if tax and duties fees are imposed by the countries local legislation, please read important details below.

  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.

  Any returns from countries outside the European Union (EU) may incur costs including transport costs, as well as any associated import fees or customs where applicable. These costs will be payable by the person returning the goods. Please see our returns policy for more details. 

  Please see our dispatch & delivery page for shipping details and list of locations Avoca.com delivers click here.

Delivery & Dispatch

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

  For full details on when to expect your online order, please visit our delivery and dispatch page.

• What countries does Avoca ships to?

  Avoca ship to over 100 countries worldwide, for list of countries click here.

• Which couriers do you use for your online delivery?

  For online orders, we use both AnPost & UPS courier services.

• Can I track my delivery?

  Yes. Please review your email confirmations to validate the courier selected for your order.

  For orders shipped using AnPost click here.

  For orders shipped using UPS click here.

  *Please note, it may take up to 24-48 hrs after you have ordered for your tracking number to appear in the courier's system.

• Do I need to sign for my Avoca package?

  Yes, it is our couriers 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, our courier will leave a card with their contact details. You can then contact them directly to re-arrange delivery or arrange to collect your order.

  *Important, please note: Our couriers reserve the right to leave a parcel with neighbour or concierge to ensure parcels are not returned to Avoca by couriers due to the recipient not being home.

Returns & Refunds

• What is Avoca’s returns policy?

  You can return items via post or to an Avoca store* within 30 days of purchase for full-price items and 14 days for any sale items. Any returned items must be unused/unworn and in the same condition as it was when you received them, all tags/labels must be attached and be in their original packaging. 

  We kindly ask you to contact us in advance of returning your items or we may not accept your return. The cost of returning unwanted items is at your expense and we highly 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.

  Due to health and hygiene reasons, we are unable to accept returned on face coverings, undergarments or earrings (unless faulty). Swimwear is only returnable if unworn and the hygiene strip is in place. Personalised / perishable items cannot be returned (your statutory rights are not affected).

  Gift cards and digital e-gift cards are not refundable.

  Please read our returns and refund policy.

• How do I return an unwanted item?

  You can return unwanted items purchased from our online store via post or to Avoca stores. Please see our returns and refund policy for full details.

  Orders placed online with PayPal must be returned via post to our online store for a refund, if returned to the store, please allow for a few additional days to receive the refund as the item will be sent back to the online store from the location you returned it to to process the refund.

  Please note that items accompanied by a gift receipt will be refunded to a gift card only.

  Due to health and hygiene reasons, we are unable to accept returned on face coverings, undergarments or earrings (unless faulty). Swimwear is only returnable if unworn and the hygiene strip is in place. Personalised / perishable items cannot be returned (your statutory rights are not affected).

  Gift cards and digital e-gift cards are not refundable.

• When will I receive my refund?

  Refunds are issued to the original method of payment with an original receipt. Kindly note, refunds typically take 3-5 days depending on the bank, however, in extreme circumstances allow up to 21 days for refunds to show up on your account.

  If you paid with a gift card or e-gift card, you will be issued a new e-gift card for the refunded amount.

Gift Cards 

• Looking for information on Avoca gift cards & e-gift cards?

  You can read our full list of gift card FAQs at the bottom of our gift card card page - click here.

Gift Box & Message

• Can I gift box my order?

  Yes! You can select to gift box your entire basket and include a gift note at checkout.

Click & Collect

• Can I place an order to collect in store?

  Yes! You can select your nearest Avoca and collect your order from the store of your choice. Please note, some stores are excluded from this service.