A warning for UK buyers: get everything in writing, and even then be careful
I'm posting this mainly as a warning to anyone ordering internationally and from the UK. After a sizing issue with a Henley, I worked out an exchange with Revivo Avenue over email. I'd place a new order for two Henleys using a 50% discount code, and they'd include a third one (a white colorway) to make it three in total.
Because returns from the UK are expensive and slow (it would have cost me around £35 to send a single item back to France), I was careful to pin everything down before paying. I spelt it out in writing: "I'm placing the order for two black Henleys now with the code, and the third piece (a white colorway) will come included as we agreed, three in total." The founder, who introduced himself to me, agreed "That's correct."
The order then arrived with only two pieces.
When I queried it, the story changed completely. I was told all three should have been added to the basket myself at checkout, and that because their dispatch is "fully automated," nothing could be done. This requirement was never mentioned, despite my asking them to confirm the order before I paid. It then became Customer Service calling the discount and shipping "goodwill gestures" outside any legal obligation, and declaring the case closed.
The product quality itself is fine. But that is not the point. These are not people of their word. They confirmed a three-piece order in writing, agreed to it explicitly with "That's correct," and then refused to honour it once my money was paid. I still have the full email trail.
If you are ordering from the UK in particular, be very careful with this brand. Returns are costly, their confirmations cannot be relied on, and once they have your money the goodwill disappears. Get everything in writing, and understand that even that may not be enough.
Reply from Revivo Avenue
Hello Akshay,
Thank you for taking the time to write, and we're genuinely glad you like the quality of the pieces — we noticed you mentioned this in your review, and we appreciate it.
For the benefit of anyone reading, we'd like to share the full context, as the picture is a little more complete than the review suggests.
Your initial request came through on a Friday night — outside our customer service hours (Monday to Friday) — asking us to arrange a courier pick-up of your item from your hotel in Paris during your weekend trip.
Our team responded at the start of the following week, by which point you had returned to London and had already sent us several rather threatening messages in the meantime. To be transparent with future customers: we are a clothing brand, not a concierge service, and we do not arrange hotel pick-ups — not within working hours, and even less outside of them. Our team also replies during working hours, like most businesses.
You declined to arrange a standard return, despite return shipping from the UK to the EU being quite reasonable (typically £9–14). You then proposed an arrangement of your own: a new order at a discount, keeping your original pieces, with an additional item included. Wanting to help, we accepted your proposal and built a bespoke offer around it — a 50% discount code, no return required, and a third piece included free of charge.
You then placed an order for two pieces, and subsequently requested that we additionally ship the third "free" piece separately, entirely at our cost. This is the point at which our team drew the line.
We love and value every single one of our customers, and we go out of our way to find solutions wherever we reasonably can. But there is a difference between helping a customer and meeting an ever-expanding set of demands that fall well outside any policy, or any norm of online retail.
We wish you all the best, and our team remains available at info@revivoavenue.com for any genuine matter.
Warm regards,
Revivo Avenue