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Call OPENING
“Thank you for calling Avenue, my name is ____, with whom do I have the pleasure of speaking?” 2

3. Placing Orders 3

4. 4
Payment Methods
All major credit cards (Visa, MasterCard, American Express, Discover)
Avenue Gift Cards/E-gift cards
Avenue Merchandise Credits
The customer is able to add a Merchandise Credit as a form of payment in addition to using a major credit card and or gift card
PayPal 4

5. Purchasing Gift Cards and E-Gift Cards
PLASTIC GIFT CARD
Plastic Gift Cards are shipped via First Class Mail only and will arrive within 5-7 business days. A shipping fee of $1.95 applies to each Gift Card purchased. * Please note that the shipping fee may be taxable in some states.
If an order has merchandise and GC’s, then the GC’s ships in a separate package. The value of the gift card does not count toward any shipping promotions. If customer needs the gift card by a certain date for an occasion, recommend they order the e-gift card in order to get it quicker but please advise e-cards can be used online only.
For plastic cards, please scratch off the silver strip to reveal the card's PIN number.
The value of a Gift Card and E-Gift Card, including any remaining balance, cannot be:
redeemed for cash or check
applied as payment to any account
replaced if lost, stolen, destroyed or used without permission. 5

6. Purchasing Gift Cards and E-Gift Cards
Avenue E-Gift Cards are also available for purchase, but can only be used for online purchases. E-Gift Cards are delivered electronically to the address chosen, and the purchaser will receive an confirming the E-Gift Card has been sent.
E-Gift Cards are sent within the following guidelines:
When ordered by 3:00 PM Eastern, Sunday through Thursday, E-Gift Cards should arrive within 24 hours.
When ordered by 3:00 PM Eastern on Friday, E-Gift Cards should arrive within 72 hours.
When ordered by 3:00 PM Eastern on Saturday, E-Gift Cards should arrive within 48 hours.
The purchaser's credit card will be charged the amount of the e-Gift Card at checkout.
For E-Gift Cards, the will contain both the card number and the PIN number 6

7. Sending a Gift
For our customers convenience, we can include a gift invoice (which doesn't reveal the cost of the gift item) and/or personalized message.
This gift order can be shipped directly to the recipient.
If the gift recipient returns the gift to our warehouse for a refund, the funds will be issued back to the form of payment of the purchaser
Gift items can be exchanged via the warehouse using the return form on the enclosed invoice
Gift items returned or exchanged in store will be issued a merchandise gift card.
A return label is NOT provided to gift recipients.
Customers can take advantage of any of our gift services during the checkout process. (Gift invoices and gift messaging are complimentary services.) 7

8. Returns
Returns must be unworn and unwashed merchandise with original tags, within 60 days of the original date of purchase. Avenue will not accept a return of merchandise that has been worn, washed, damaged, used, altered or missing any tags.
When items are returned that do not meet the return criteria, the customer will be contacted via telephone and once per day for 3 days. The customer has 2 options for that merchandise:
Pay $7.95 to have the merchandise shipped back to customer.
We will donate the items to charity. If we are unable to contact you after 3 days, your items will automatically be donated to charity.
The following items are not available for return:
All outlet purchases, which includes items with .88 cent endings
Clearance items $12.96 and under. 8

9. Returns
Purchases using Visa, Master Card, Discover, American Express, Avenue credit card and Gift cards will receive a refund to those forms of payment. In store returns must have the form of payment at time of return, otherwise customer will receive a merchandise gift card in the amount of the return.
A merchandise gift card credit purchases will receive funds back to the merchandise gift card
If PayPal is used, we will refund to PayPal at the FC. No ability at the store level. Stores will issue a merchandise gift card for Pay Pal merchant returns.
A Pre paid label is provided with the packing slip. A $7.50 return fee will be deducted from the refund.
Orders that are flagged as a “gift” will not receive a return label. 9

10. Returns
Orders that are flagged as a “gift” will not receive a return label.
A valid driver's license or ID is required for returns without a receipt in store.
All stores do not carry all merchandise, your invoice will be required to properly credit you for your return in store. 10

11. Exchanges We will be processing exchanges through our warehouse.
Free shipping is an option for exchange orders for like items.
Customer needs to exchange but can not wait for the full time frame to process they have the option to:
Place an order for the size needed at no shipping cost
Return the original item to a store or use the return label to send back to our warehouse for an item refund
We will adjust the price of an item being exchanged to the original promotion if different at the time of the exchange.
Note: There will be a $7.50 charge for using the return label even if they process an exchange, but there will not be a shipping fee for sending the exchange item to the customer. 11

12. Price Adjustments/Promotions and Coupons
The stores and online run sales separately
Stores may have items for a different price than the website
Coupon and promotions are not combinable
Prices may vary from store to store
There are no price adjustments allowed for any promotion, event or 3rd party agents.
Price matching – store vs web
We do not price match stores
Stores can not price match for web prices
The birthday coupons will be mailed to arrive at the beginning of the birthday month if the account has both a birth date and mailing address. 12

13. Store Issues
If a customer calls in with a store issue, these will be sent to and
Please be sure to include all information as to store location, issue, store associates names that the customer may have dealt with, customers name and contact information including .

14. Agent F&Q's
Any Appeasements have to be approved by Client Support Only.
We will not have access to change customers passwords.
Items purchased with a merchandise gift card that are returned will have funds returned to the merchandise gift card.
We can not remove pre authorizations for gift cards, this will have to get added to a log sent by Client Support. (You will send the gift card number along with the customers contact information to Client Support. Client Support will add it to the daily log that gets sent to Avenue corporate.)
Avenue has a 60 DAY return policy. (Any items returned after the 60 days the customer will receive a call, and letter stating the return was not accepted. The customer will then have the option to pay $7.95 to have her items sent back to her or she can have the items donated to charity.) 14

15. Agent F&Q's
If the customer wishes to get opted out from Avenue mailers a needs to get sent to Support sends a Opt Out log every two weeks.)
Items purchased with a gift card that are returned or canceled off the order, will have funds returned to the gift card.
If customer calls in after an order has been placed to apply a coupon code, it can only be applied if the order was placed that day.
We will not be able to add a promotion to an order that already has a promotion.
Items purchased with a merchandise gift card that are returned will have funds returned to the merchandise gift card. 15

16. Agent F&Q's
If customers state they have signed up for s several times and they are not getting s, please forward info to
The only option to subscribe a new to their account is to unsubscribe the old one and then enter the new one
If a customer forgets their password and the reset instructions don’t work, please forward info to 16