FAQ

General

Why shop at MenswearShop.co.uk?

Award Winning Customer Service

Trading for over 40 years, since 1971

High street retail shops

Authorised Stockists – We buy all our items directly from the official suppliers

100% Secure – Internet Shopping Is Safe Accredited retailer

100% Secure – Internet Delivery Is Safe Accredited retailer

All Orders Fully Tracked

FREE DELIVERY STATUS NOTIFICATIONS VIA SMS & EMAIL (UK ONLY)

PayPal Verified

Postal Orders Accepted

Easy Returns

International Shipping

100% Guarantee

 

Are your products genuine?

All our products are 100% genuine.

 

Can you price match from other websites?

As long as we are able to verify the price from another website we will happily price match. However, we cannot match additional promotions or discount codes that another website may be using in conjunction with their price offer.

 

Shopping

 

Can I place an order over the phone?

Yes you can, our Customer Service staff will be happy to help you with your order. Please call on our local call rate number 01482 320149 (From outside the UK please call +44 1482 320149).

 

Can I change or add items to my order after it is completed?

Yes no problem, provided it hasn’t already been shipped (please call immediately on 01482 320149 – by the time an email reaches us your order may well have left the warehouse). To change an item after completing an order, please contact our Customer Services team and we will amend it for you. To add an item, it is best to place a further order with free delivery and then call or email our Customer Services team to let them know. For orders outside of the UK we can refund the price of the postage of the 2nd order and send both orders out together.

 

The item I saw was on sale yesterday but now it’s not. Can I get them at the Sale price?

Unfortunately the price that is showing on the website is the valid price. We cannot offer an item at the sale price once it has come off sale.

 

Where is there warranty information on your website?

All products purchased from Menswearshop.co.uk carry the full manufacturer’s warranty. Special circumstance: in the extremely unlikely event the manufacturer is no longer in business, Menswearshop.co.uk will review your warranty claim and at our discretion help to provide an equitable solution. All warranty claims may only be made by the purchaser on record. Please email our customer service team regarding any warranty questions.

 

How long is my Gift Voucher valid for?

Gift Vouchers do not have an expiry date – if the payment page tells you that a coupon has expired, this is because you have entered the Gift Voucher code in the coupon code box. Be sure to delete it from that box and enter it into the Gift Voucher box on the payment page.

 

I forgot to use my Coupon Code for my purchase can I claim it back after?

Sorry after an order is dispatched we can no longer refund on Coupon Codes.

 

 

Will I be charged customs and import charges?

For regions outside of the European Union any customs or import duties are charged once the parcel reaches its destination country. We will mark the item as a gift on the customs label and the value of the order; we cannot declare a lower value as this is against the law. These charges must be paid by the recipient of the parcel and vary from country to country. Unfortunately, we have no control over these charges, and cannot tell you what the exact cost will be (if there is any). There are no customs or import duties within the EU as we ship from the UK.

 

How do I cancel my order?

If your order has not started being processed by our warehouse, you can contact us on 01482 320 149 (from outside the UK please call +44 1482 320 149) and we will be able to help you. If our warehouse has started processing the order, we are unable to cancel it and we would advise that you return the item as soon as you receive it.

 

How do I cancel my order under the distance selling regulations?

The UK Distance Selling Regulations advise you have seven working days to cancel the contract for your order with us and we will issue you with a refund, postage costs will not be refunded. The seven working days starts from the day after you receive your order. We need written confirmation of cancellation from you, so you’ll need to contact us quoting your name and order number. If you have already received your order, you will need to return all the items in the order. You will need to pay the cost of returning the order. The items must be unworn, in their original condition and with all tags intact and will be inspected once the item has been received by us.

 

Delivery

 

U.K. Delivery

 

How will my order be delivered?

Menswearshop.co.uk offers a range of delivery methods which you are able to select during the checkout process. These include FREE UK delivery only for orders over £50.00 via Royal Mail Tracked 48 (A fully trackable service with SMS and Email delivery updates). You will be sent a tracking number for these services once your order has been dispatched, however you can call our Customer Service Hotline quoting your order number and our staff will happily check the progress of your parcel.

Please remember to add your mobile telephone number and email when placing your order asRoyal Mail will send you the following:

• An initial SMS and email to confirm your Menswearshop.co.uk order has been dispatched

• A second contact via SMS and Email on the day of delivery confirming when the delivery is going to be made.

 

What happens if I am not home?

Royal Mail will leave a calling card if they were unable to deliver. You will then be able to contact your local sorting office and schedule a redelivery or collection free of charge.

 

My order has not arrived, where is it?

If your order has not reached you within the estimated delivery period, it could be for the following reasons:

• The carrier has experienced a delay. In which case your tracking information should display any delays and the new delivery date.

• The delivery company has tried to deliver and has left you a calling card.

If none of these apply or you still can’t find your parcel, our Customer Service Team is here to help. You can email us or call 01482 320 149

An item in my order is wrong, missing or faulty.

If upon receiving your order any of the products have been damaged or have not been including the package, please contact our Customer Service Team and they will arrange a replacement and advise on what method of postage to use when returning the original item to Menwearshop.co.uk

 

Do you deliver to BFPO addresses?

Yes, we currently deliver to BFPO addresses. Please make sure to include the correct billing address at the checkout, as well as the full details of the BFPO delivery address.

Please note: delivery may take up to 4 to 5 weeks dependent on where you are stationed.

 

International Delivery

 

How will my order be delivered?

For international orders, the courier and service we use are Royal Mail International Signed For service. Royal Mail deliveries are made locally by your national postal service. Please contact us for more information.

 

My order has not arrived, where is it?

If your order has not reached you within the estimated delivery period, it could be for the following reasons:

• The carrier has experienced a delay. In which case your tracking information should display any delays and the new delivery date.

• The delivery company has tried to deliver and has left you a calling card.

If none of these apply or you still can’t find your parcel, our Customer Service Team is here to help. You can email us or call +44 (0)1482 320149 please quote your name and order number. In the event that your parcel has gone missing we will investigate and resolve the issue for you.

An item in my order is wrong, missing or faulty.

If upon receiving your order any of the products have been damaged or have not been including the package, please contact our Customer Service Team and they will investigate.

Import duty and taxes

For orders within the EU, no additional duties or taxes will be charged to your order.

EU Countries – [Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Romania, Slovakia, Slovenia, Spain, Sweden.]

For orders outside the EU, local import duties or taxes may apply. Unfortunately we have no control over these and the cost will vary from country to country. These costs will be the responsibility of the customer so it’s a good idea to check whether these will apply to you.

If these local import/custom charges are refused or not paid by the customer, then the item could be returned to Menswearshop.co.uk or possibly destroyed if too expensive to return. Please note: If your item is not returned to us, we may not be able to refund you for your order. We would not be able to refund any original postage costs paid and can only refund for the returned product/s minus any costs incurred in returning them to Menswearshop.co.uk

 

Where is my order?

It looks like my order hasn’t been sent yet. What’s going on?

There may be factors that could be causing delay to you order, for example:

– We thoroughly check all items before dispatch and your item may have been found to be faulty at the time of packing.

– Unforeseen circumstances beyond our control may have delayed the dispatch of your order from our warehouse;

– Unforeseen circumstances beyond our control may have delayed the receipt of items from manufacturers or suppliers;

– During the winter months adverse weather conditions may cause disruption;

Please check for any notifications which we may have sent you regarding the status of your order.

 

The tracking for my order shows a delivery attempt but I wasn’t able to accept my parcel. What do I do now?

We recommend that you contact your local sorting office directly to arrange a re-delivery, alternatively it may be possible to collect your parcel, if you prefer.

 

The tracking for my order says it’s been delivered but I haven’t got it. What can I do?

Some carriers allow their drivers to release a package provided that a signature was obtained as proof of delivery. The signature can be requested from anybody at the postal address. We suggest checking with all the people at the postal address. If there’s still no sign of your parcel please use the contact us form and we’ll do everything we can to help you.

 

There isn’t any tracking for my order and it’s later than I expected. What happens now?

If your order has been dispatched and the expected delivery date has passed, we recommend that you ask your local sorting office if they have already tried to deliver it, or ask anyone at the postal address if the package has been left with them.

If your delivery has not arrived, we suggest that you ask your local postal sorting office if they’ve already tried to deliver it, or ask people at the postal address if the package has been left with them. Please also check that the delivery address you gave us is correct in your account by clicking on the relevant order number to view the delivery address.

If you still can’t find your parcel, please email us using the contact us form and quote your name and order number. We will do our best to locate your parcel straightaway.

 

My order seems to be on its way back to Menswearshop.co.uk. Why?

Your parcel may be undeliverable. This may be because the courier cannot locate or access your address. We are not able to resend a parcel returned as undeliverable but will refund the item price when the parcel reaches us. If you would still like the item that’s being returned please double-check that the delivery address you entered is correct and contact us to arrange a re-delivery. Postage will be applicable for re-delivery of orders.

 

Payment

 

I am having problems at the checkout?

Contact us using the contact us page and we will be able to look into it for you, or if you prefer call us on 01482 320149

 

When will my card be charged for payment?

Monies will be taken when you place the order online via Sage Pay.

 

Why was my order cancelled or declined?

We will always try to contact you if an order has to be cancelled. This may be due to you entering address details/card details incorrectly/ Paypal shipping address is incorrect. If you have moved recently and not amended your address, cancellations may also occur.

 

Can you price match from other websites or stores?

As long as we are able to verify the price from other sites or stores we will happily price match. However, we cannot match additional promotions or discount codes that another store or site may be using in conjunction with their price offer.

 

How long is my Gift Voucher valid for?

Gift Vouchers have no expiry date –You can enter it into the Discount Box on the shopping cart page.

 

Returns

 

How long do I have to return an item?

You are required to contact us in writing by email with 7 days of receipt of your order, we will reply with a ‘Returns Authorisation Number’   you have 14 days from the date on which the goods were received to return any item.

 

Do I have to pay for returning my goods if I would like an exchange or refund?

Yes as per our Returns Policy; you are responsible for the return postage cost

In the unlikely event you have received an item that is faulty or received incorrectly, please contact our Customer Services Team by phone or email and the. To speed up any faulty returns process for any orders, if possible, please provide us with pictures of the damage in advance of any call or return request. We will resolve the issue as quickly as possible.

 

How long does it take to process my refund?

We will try and process the refund within 24hrs of receipt, during busy periods this maybe delayed. Please allow for a further 5 days for the refund to show up in your PayPal / bank account.

 

How long does it take to process my exchange?

All exchanges should take no more than 48 hours from when your item(s) arrives back to Prem Clothing. We will then post the exchange(s) back out to you which will take 3-5 working days to deliver. If you need an exchange quickly, we recommend placing a new order for the product online, so it is shipped instantly, and then requesting a refund for the item being sent back.

 

What do I do if I have received a faulty product or the wrong item?

In the unlikely event you have received an item that is faulty or received incorrectly, please contact our Customer Services Team by phone or email. To speed up any faulty returns process for any orders, if possible, please provide us with pictures of the damage in advance of any call or return request. We will resolve the issue as quickly as possible.

 

 

If I am returning something that I have purchased with a Gift Voucher/Credit Note can I get a money refund?

Unfortunately not, we can only refund monies in the original format they were purchased with. We will supply you with a new gift voucher code with the amount due. Our gift vouchers do not have an expiry date.

 

I have sent my items to Menwearshop.co.uk but you do not appear to have received them, how do I make a claim?

The first thing to do is check that your item has been delivered to us and signed for (we recommend using Royal Mail Signed For Service to be sure of delivery, you can track your parcel at http://www.royalmail.com/track-trace/). If it hasn’t and appears to still be making its way back to MenswearShop.co.uk we suggest you wait 15 days. From here, please contact Royal Mail or the courier you used and they will take you through making a claim.

 

Can we collect items or drop them back to the shop for returns?

This can be arranged, please contact us via email to make your purchase or to return an item.

 

Careers

If you are interested in a career atPrem – Retail and Online Fashion stores www.MenswearShop.co.uk, contact us and send your CV together with a covering letter by post.

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