Charles Hobson — store policies

Free Delivery

Free shipping is only offered on orders totalling more than £99.00. Please allow up to ten working days for this service.

Standard Delivery (£4.99)

Our standard shipping service costs £4.99, and aims to have your order delivered within five working days. 

Royal Mail Tracked 24 Delivery (£6.99)

We offer Royal Mail Tracked 24 delivery to most UK mainland customers for a fee of £6.99. We process these orders on the same day if ordered before 3pm Monday-Friday, and they should arrive the following working day – however we do ask to allow for an extra day’s lenience as Royal Mail advise that this is not a guaranteed next-working-day service. 

Dispatch Cut-Off Deadlines

Our cut-off time for orders is 3pm each working day. This means that any Royal Mail Tracked 24 orders must be placed before this time to receive the item the following working day. After 3pm, any orders placed will roll over to be processed on the following working day. No orders are processed on non-working-days.

Delivery Information

All of our orders are dispatched with Royal Mail. You should receive an automated email from them once your order has been processed through their system, which will contain your estimated delivery date and tracking details. We are not able to request that your order be delivered at a specific time of day. Please ensure that someone will be at the delivery address to accept the parcel. The courier may allow for the parcel to be left in a safe place, but this is at your own discretion and once left there the delivery will be marked as fulfilled and the order will be classed as being in your possession. We cannot accept responsibility for a late delivery in which it has been attempted on time but not accepted or no suitable safe place selected. 

Weekend Orders

Orders placed on a weekend (including after 3pm on Fridays) will be processed the following working day. Please note that we do not operate on bank holidays. 

Christmas Deliveries

Due to the increased business at this time of year, we recommend allowing more time for orders which you are wanting delivered before the 25th December. For free deliveries, we would recommend placing your orders before December 10th. Orders placed with standard delivery (£4.99) should reach you before Christmas if ordered by the 16th December. For next day delivery (£6.99), please place your orders no later than the 20th December. Please bear in mind that our cut-off time for orders on each of these dates is 3pm.

For orders from the 20th December until the 2nd January, we kindly ask to allow for an extra working day’s leniency on next-day deliveries before we class them as late. We will still dispatch them as normal, and most should arrive on time, however couriers may struggle to fulfil the increased workload and we cannot guarantee a next-working-day delivery date as firmly as usual.

Due to courier collection times being much earlier on these dates, we are not classing Christmas Eve (24th December) and New Year’s Eve (31st December) as working days for us, and as such any orders placed on these days will be processed on the following working day. 

Returning an item

If you are not completely satisfied with your purchase, under our “goodwill” returns policy you may return the item or items to us within 30 days. For items bought between the 1st and 25th of December, we extend our returns period so that they may be returned up until the 20th January. This applies to both refund and exchange requests. Goods must be received in accordance with our terms and conditions (below).

Items that we receive after the deadline will be posted back out to your shipping address following a £4.99 postage fee being paid. We will not return the goods until the delivery fee has been paid, and no refund or exchange will be issued. If you anticipate that your return may be late for any reason, please inform us as soon as possible.

Unfortunately we cannot accept returns if the labels or tags have been removed from the items, so we recommend that you try on your new garments before removing the labels.

Please complete the Customer Returns Document on the reverse side of your order invoice when you return your items. For your convenience, we include a returns address label to attach to your parcel when returning. If this is not present or has been misplaced, our returns address is:

Returns Department 
Charles Hobson of Easingwold Ltd.
Spring Street
Easingwold
York
YO61 3BJ

We are happy to receive items back in the same packaging we sent them in, if still in adequate condition. Otherwise, please parcel your item into any appropriately sized box/bag. Please note that we are not able to cover the cost of the return, and it is down to the customer to use their preferred courier to get items back to us. We recommend using a service that is tracked and ensures we sign for goods upon receipt of them, as we cannot accept any responsibility for items lost on their way back to us. This, however, is optional and left to the customer’s best discretion. 

Click here for a downloadable version of our returns form

Please note that you have a statutory duty to take care of items whilst in your possession. Returns will only be accepted where:

• • All items are in their original condition complete with all labels & tags.

• • You have taken due care of items whilst in your possession: Please do not remove labels when trying on items of clothing. Please ensure that you are not wearing a perfume, aftershave or a deodorant which may leave a scent or mark on the item. Do not try on or store in an area where any other odours, such as cigarette smoke or cooking, may be absorbed. Please check for any pet hairs that may have become attached to the garment, and avoided any decorative wrapping paper in which glitter may transfer to the material. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed.

• • Some items cannot be returned for hygiene reasons: hats, underwear and socks.

• • In addition, items altered in any way to your specification are non-returnable. For example if you have asked us to take in the waist band on a pair of jeans for you, we will be unable to accept this return.

We reserve the right to refuse a refund on your items (or only offer a partial refund) if our terms are not followed, and you may be asked to cover the cost of postage back to you where necessary. This “goodwill” refund does not affect your legal rights under the Distance Selling Regulations or your statutory rights under other legislation. 

Please ensure that all parcels are completely secure.

Any refund does not include the cost of any delivery charge going out, or coming back for the return of goods.

Any package lost or damaged in transit, Charles Hobson of Easingwold LTD will not be held responsible for.

For your peace of mind, We recommend you to use a delivery service that ensures that we sign for the goods on their return.

Refund Timescales

After satisfactory inspection of your return we will issue a refund for the goods. Refund timescales may vary so please allow 14 working days for the refund to appear on your credit card or bank statement.

Exchanges

If you would like to exchange an item, please return the item to us as above, and specify on the returns form the size you require. If we have sufficient stock, we will process your exchange and will dispatch the new item out to you via our free delivery service (up to ten working days). If you would like an exchanged item to arrive with you quicker than this, please get in touch and we may be able to upgrade your delivery to a next-working-day service for a fee of £6.99. Otherwise, you are more than welcome to place a separate order for your desired product, and then request a refund for your returned one instead to cut down on the turnaround time. 

If you require an exchange to be performed more than once, we may ask for the second delivery fee onwards to be covered via a £4.99 payment. We will contact you to arrange this should it be necessary. 

If we do not have stock of the size you have requested, you will be notified and will receive a full refund instead. 

Please bear in mind that we can only perform exchanges for different sizes of the same product. We are not able to supply you with a different item, or an alternate colour, as an exchange.

Please note that any prices changes will not be reflected in your exchange, however – due to our invoicing system – an item may show a different cost on your exchange invoice to that which you initially paid. This will only apply if the item has changed price since the time of purchase, and we can clarify that no further charge will have been applied.

Faulty Item

If the item you received is faulty, you are entitled to a full refund if you return it to us within 30 days of receipt of the item. 

Please contact us at [email protected] or on 01347 821545 to explain the situation, and if we can establish that a fault or mistake has been made, we will then send out a pre-paid returns bag (or we can email a label to be printed out) for you to post the garment back to us free of charge. We are unable to offer any reimbursement for the postage cost of items returned to us without prior authorisation. Please include your completed returns form with your item, specifying your order number and a brief summary of the fault. We will then examine the item and once we have established that there is a manufacturing fault we will refund you via the original method of payment, or offer a replacement where possible. In some cases this may take longer than our usual refund time of within 14 days depending on the brand and the fault.

Items that develop a problem beyond 30 days may still be covered under the manufacturer’s warranty, however returns to us after this point may come at the customer’s expense. Once returned to us, we will liaise with the manufacturers regarding how best to rectify the situation on an individual basis, however in the vast majority of cases a repair, replacement, or refund will still be offered. 

Our returns address is:

Returns Department 
Charles Hobson of Easingwold Ltd. 
Spring Street 
Easingwold
York 
YO61 3BJ

We reserve the right to refuse a refund, including postage, if the item is deemed not to be faulty.

Cancelling an order

In accordance with the Distance Selling Regulations you have the right to cancel your order within 7 days of placing your order. Should you wish to change or cancel your order before it is dispatched please contact us as soon as possible. If we have not yet dispatched your order, we will cancel and refund it. If you have received your order and would like to change an item or get a refund, simply follow our returns instructions which can be found above.

Introduction

This site is owned and operated by Charles Hobson of Easingwold Limited (“Charles Hobson”, “we” or “us”). Registered office: Maltshovel House, Spring Street, Easingwold, North Yorkshire, YO61 3BJ. If you want to ask us anything about these terms and conditions or have any comments or complaints on or about our website, please contact us.

All rights, including copyright, in this website are owned by or licensed to Charles Hobson. You may not modify, distribute or re-post anything on this website for any purpose. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without the permission of Charles Hobson.

Accuracy of content

We have taken every care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at time of publishing and all products have been fairly described. However, orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this website. All prices are displayed inclusive of VAT. Packaging may vary from that shown. The weights, dimensions and capacities given are approximate only. We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the product on delivery. To the extent permitted by applicable law, Charles Hobson disclaims all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this website. We shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in any of the materials on this website. The views expressed in user generated content are the opinions of those users and are not necessarily those of Charles Hobson of Easingwold Ltd.

Damage to your computer

We make every effort to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it won’t cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website and screen out anything that may damage it. We shall not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

Password/account security

You are responsible for maintaining the confidentiality of your password and account and any activities that occur under your account. We shall not be liable to any person for any loss or damage which may arise as a result of any failure by you to protect your password or account.

Availability

All items are subject to availability. We will make every effort to ensure that item quantities are correct. However we cannot guarantee availability. We will inform you as soon as possible if the goods you have ordered are not available by emailing you.

Ordering errors

You are able to correct errors on your order up to the point at which you click on ‘place order’ on the final page of our ordering process.

Delivery charges

Delivery charges vary depending on the type of products ordered, the service you select and the delivery address. For full details of our delivery charges please refer to our Delivery Policy. In the UK, delivery charge refunds can only be made in accordance with your legal rights under the Distance Selling Regulations and other legislation.

Acknowledgment and acceptance of your order

If you have supplied us with your email address, we will notify you by email as soon as possible to confirm receipt of your order. Our acceptance of your order will take place upon despatch of the product(s) ordered.

Cancellation right

Under the Distance Selling Regulations, UK consumers have the legal right to cancel their order within seven working days of receipt of the goods. For details of how to exercise this right please see our Returns Policy.

Payment Currency

We accept payment in UK Sterling. Other prices are shown for guidance only, the actual transaction between you and us will be conducted in Sterling

Links to other websites

We have placed links on this website to other websites we think you may want to visit. We do not vet these websites and do not have any control over their contents. We cannot accept any liability in respect of the use of these websites.

Exclusions of liability

Any disclaimers and exclusions of liability in these terms & conditions shall not apply to any damages arising from death or personal injury caused by the negligence of Charles Hobson of Easingwold Ltd or any of its employees or agents or fraud. These disclaimers and exclusions shall be governed by and construed in accordance with English Law. If any provisions of these disclaimers and exclusions shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

Other legal notices

There may be legal notices on other areas of this website which relate to your use of this website, all of which will, together with these Terms & Conditions govern your use of this website. Click here for our Privacy Policy.

Changes to legal notices

We reserve the right to change these terms & conditions from time to time and you should look through them as often as possible.

General Information
www.charleshobson.co.uk is operated by Charles Hobson of Easingwold Ltd (“us, we”) and we respect the privacy of our members and visitors to our websites. We recognise the need for appropriate protections and management of your personal information that you provide to us. We have therefore established this Privacy Statement to assist you to understand what personal information we collect and how that personal information is used. This Privacy Statement applies to data collected by us through the www.charleshobson.co.uk website, our social media accounts and other webpages which we operate and in which we post a direct link to this statement.

What personal information do we collect?
We collect information required to contact you and/or dispatch goods to you. This information includes your title, name, email address and telephone number. When you share your personal information with us, you have a right to expect that information to be treated with total confidentiality. Therefore, it is our responsibility to manage the personal data that you provide to us with care and in accordance with all current data protection legislation and industry best practice.

Payment card information
Payments are handled through our payment processor, Sage Pay. Sage Pay may collect information necessary to process your transaction and conduct fraud screening checks. We (Charles Hobson of Easingwold Ltd) do not store or retain any payment card information ourselves however Sage Pay may do so if you select the option “Remember me” during the checkout process

Obtaining your consent
We will obtain your consent to send you our email newsletter and/or promotions. We will obtain your consent when you register your details with us online via a check box or verbally when you visit our store. We will never contact you for marketing purposes without your prior consent. You can change your preferances at any time by contacting us or unsubscribing from our emails.

Security of Personal Information
We are committed to taking reasonable efforts to secure the personal data you choose to provide us. To protect the privacy of any personal information you may have provided, we employ industry-standard controls including physical access controls, encryption, Internet firewalls, intrusion detection, and network monitoring. In addition, access to confidential information is limited to those individuals and agents having a need to know as per the current General Data Protection Regulation (GDPR).

Cookies, Logging and Spotlight Tags
We use cookies on our website. Cookies are small amounts of data sent to your browser from a web server and stored on your computer’s hard drive. Cookies can help a website recognise repeat users, and allow a website to track web usage behavior. Cookies work by assigning a number to the user that has no meaning outside of the assigning website. If a cookie is placed, thereafter when you visit a web site, a message is sent back to the web server by the browser accessing the web site. You may elect not to accept cookies by changing the designated settings on your web browser. However, not utilising cookies may prevent you from using certain \functions and features of web sites.
The information we collect and analyse is used to improve our service to you and personalise your web-browsing experience, such as by gaining a better understanding of your interests and requirements regarding our website. You can set your browser to notify you when you are sent a cookie, giving you the chance to decide whether or not to accept it.
Some of our pages use cookies that permit select third party partners, including Google, to serve you related content, including www.charleshobson.co.uk advertisements, on their sites or elsewhere on the Internet. This is based on your prior visits to our site. As noted above, you can set your browser to notify you when you receive a cookie, giving you the chance to decide whether to accept it. You may also opt out of Google’s use of cookies by visiting http://www.google.com/privacy/ads/.
As is true of most websites, we collect and/or log Internet Protocol addresses, Internet domain names, the web browser and operating system used to access our web site, the files visited, the time spent in each file, and the time and date of each visit. We collect these through the use of log files and web beacons.

Links to other Websites and Third Parties
Our website may provide links to third-party web sites for your convenience and information, such as social meadia. If you access those links, you will leave our website. We do not control those sites or their privacy practices, which may differ from our policy. We do not endorse or make any representations about third party websites. The personal data you choose to give to unrelated third parties is not covered by our Privacy Policy. We encourage you to review the privacy policy of any company before submitting your personal information. Some third party companies may choose to share their personal data with us; that sharing is governed by that third party company’s privacy policy.

Access Requests and Contact Information
If you would like to request access to personal information that we may have collected from you – known as a Subject Access Request. You can do so by ringing, writing to or emailing: 01347 821545, Charles Hobson of Easingwold Ltd, Maltshovel House, Spring Street, Easingwold, YO61 3BJ, [email protected] We will respond to your Subject Access Request as soon as possible and, in any event, within the statutory 30 days. Should you be unhappy with our processing of your personal data you have the right to complain to the Information Commissioners Office, which is the regulator for data protection.

Changes to this Policy
We will review and update this Policy periodically and will note the date of its most recent revision below. If we make material changes to this Policy, we will notify you either by prominently posting a notice of such changes prior to implementing the changes or by directly sending you a notification. We encourage you to review this Privacy Policy frequently to be informed of how we are protecting your information.

25th May 2018

About us

Contemporary brands with old fashioned service from a retailer with a rich 40 year heritage.

After looking at alternatives

Our journey began in 1976

Charles founded the business in 1976 in the small market town of Easingwold, North Yorkshire. Back then formal work attire was the order of the day. Charles grew the business to be the largest suit stockist in the north of England. We still sell suits, but times have changed..

Getting into this "internet thing"

1999 - Online sales begin

Way back in 1999 we tested the water by launching a very basic e-commerce site. E-commerce was in its infancy back then and both we, and our customers were finding our feet. It wasn’t until 2010 that the technology, legislation and consumer confidence was really in place.

Broadening our offering

2010 - Women's fashion & more

We realised that we could sell much more than just men’s outerwear, so we expanded to offer jeans, shirts, polos, footwear and much more. For the first time we started to offer women’s clothing online.

Staying relevant in a changing landscape

Charles Hobson's today

Today we continue to invest in new technology to streamline our business. At the same time we strive to offer the same personal, customer centric service. We welcome feedback and suggestions so if you’d like to share something with us please do get in touch.

Excellent service from this company, Barbour Sapper Jacket was ordered on Thursday and delivered the following day. Great price for the jacket as well. Highly recommended Andrew Aiken After contacting Charles Hobsons on 24th August to order a Farringdon Gilet (Barbour) to my surprise it arrived the next day cannot fault this establishment many thanks. Maurice Woodroof

Customer Help

Our team is always happy to assist, but please find some frequently asked questions below:

Common purchase queries answered

Orders and Shipping

How long does it take for me to receive my order?

We have three delivery options when you checkout:

• Free delivery (not available on items under £99) – please allow up to ten working days for this service
• Standard delivery (£4.99) – we aim to deliver within five working days
• Royal Mail Tracked 24 (£6.99) – we process these orders on the same day if ordered before 3pm Monday-Friday, and they should arrive the following working day – however we do ask to allow for an extra day’s lenience as Royal Mail advise that this is not a guaranteed next-working-day service. 

What if my order is late?

Please let us know as soon as possible if the delivery of your order exceeds the stated timescales above, and we will be more than happy to look into it. If we failed to dispatch your order on time, we will immediately issue you with a refund for any postage fee paid. If the order was dispatched on time but has been delayed with the courier, we kindly ask for a brief period of allowance for us to identify what has occurred and offer potential resolutions on an individual basis.

What courier do you use?

We use Royal Mail for all of our online orders.

What is the best way to contact you?

We can be contacted via email ([email protected]), the Contact Us form on our website, or telephone (01347 821545). Please note that we are only available for response during our opening hours of 9am-5pm, Monday to Saturday.

How do I create an account?

To create an account with us, please follow the ‘My Account’ link at the top right hand side of the website. Under the ‘Register’ heading, you should be prompted to input your email address, where further instructions will be then be sent. This will include creating a password for you to log in securely to the same account next time you visit our site. 

How do I change my shipping address?

To edit your shipping address, please contact us as soon as possible either via email ([email protected]), telephone (01347821545), or the form on our ‘Contact Us’ page. If your order has not yet been dispatched, we will be more than happy to change your shipping address for you. Unfortunately if your order has already been dispatched, we will be unable to change the given address. Depending on the courier and service used, we may be able to request the delivery be cancelled and returned to us, however this may incur an additional postage payment for us to resend the item out to you. 

How do I track the status of my order?

You will receive an automated email from us upon confirmation of your order, as well as upon further updates such as when it is dispatched. Depending on the service used, you will likely receive automatic updates from the courier regarding its status, including an allotted time slot for delivery. Unfortunately some orders may be sent via a service in which tracking is unavailable. You will still be informed when this is dispatched, but from there please allow ten working days for it to arrive with you. If it surpasses this period, please contact us as soon as possible either via email ([email protected]), telephone (01347821545), or the form on our ‘Contact Us’ page, and we will be happy to look into it for you. 

Will you keep my credit card information on file?

We do not receive or keep any of your personal bank or card details on file. All transactions are processed via a third-party payment method such as Opayo, PayPal, Amazon etc, and nothing is stored within our system. 

Do you ship to my country?

Regretfully, we are only able to ship to the UK and the surrounding British Islands. 

Will my items come in one package?

We will always aim to parcel your order into one appropriately sized package. If you place two or more separate orders that are due to be dispatched on the same day, we will also try to parcel these together as one package where possible. In the event that we need to dispatch your order/s as more than one package, you will receive delivery updates on both.

Can I collect my order in store?

If you would like to collect your order from our shop, please get in touch as soon as possible so we can set your item/s aside. Unfortunately we are unable to arrange this if your order has already been dispatched. Items bought for less than £99 will unfortunately still incur an automatic postage fee – in this instance, please contact us before placing your order and we will do our best to help. 

Can I come and try Items on in store?

Unfortunately we do not keep all of our online stock in store. Please check with us beforehand, and we can let you know whether your desired item is available.

Will the sale prices be the same in store as they are online?

Unfortunately the discounts we offer on our website are exclusive to online sales. This is due to the increased costs of running the shop and the personal customer service we pride ourselves on. Equally, we will occasionally run sales in the shop that are not reflected online. We strive to offer the best of both worlds between quick and easy online buying, and a personal shopping experience in-store where our attentive staff are more than happy to assist as you browse our selection and try garments on at your leisure.

Do you price match?

We’re sorry but no, we do not price match the rates of any other store.

Do you sell suits?

We have a large selection of suits available in-store, and have an additional tailoring service to adjust them for you as necessary. Unfortunately we only sell a very limited range online.

If you need to swap an item

Returns and Exchanges

What is your returns policy?

Please see our Refund and Returns Policy page.

I received the wrong item

In the event that we have sent you the wrong item, please contact us as soon as possible either via email ([email protected]), telephone (01347821545), or the form on our ‘Contact Us’ page and we will arrange with you how best to amend the situation. Please do not return the item to us before contacting us – as we can arrange for a free return of the product to us, however cannot refund any postage charge that may have already been incurred before we were aware of the situation. 

My order arrived damaged

In the event that we have sent you a faulty or damaged item, please contact us as soon as possible either via email ([email protected]), telephone (01347821545), or the form on our ‘Contact Us’ page and we will arrange with you how best to amend the situation. Please do not return the item to us before contacting us – as we can arrange for a free return of the product to us, however cannot refund any postage charge that may have already been incurred before we were aware of the situation. 

Where should I mail my authorized return?

Please send any item you wish to return to:

Returns Department
Charles Hobson of Easingwold Ltd.
Spring Street
Easingwold
York
YO61 3BJ

If it is a standard return to request either a refund or exchange on your order, there is no need to contact us before returning your item. Please include your filled-in returns form, and we shall process your return just as soon as we receive it back.

How do I receive customer support?

If you would like to contact us with a query, please contact us as soon as possible either via email ([email protected]), telephone (01347821545), or the form on our ‘Contact Us’ page

What do I do if I entered an incorrect shipping address?

If you have entered an incorrect shipping address, please contact us as soon as possible either via email ([email protected]), telephone (01347821545), or the form on our ‘Contact Us’ page as soon as possible, and if your order is not yet dispatched, we will be happy to change the shipping address for you. Unfortunately if your order has already been dispatched, we will be unable to change the given address. Depending on the courier and service used, we may be able to request the delivery be cancelled and returned to us, however this may incur an additional postage payment for us to resend the item out to you. 

Can I change or cancel an order after I've submitted it?

If you wish to cancel or make any changes to your order, such as the size or colour of your product ordered, please contact us as soon as possible either via email ([email protected]), telephone (01347821545), or the form on our ‘Contact Us’ page. In some instances, such as if there is a price discrepancy between items, we will not be able to perform a straight swap, and will instead have to cancel the original order and request that you make a separate order for the required item.

Please note that we can only cancel or change orders up to the point of dispatch. Depending on the courier and service used, we may be able to request the delivery be cancelled and returned to us, however this may incur an additional postage payment to resend the item back to you. We are unable to refund any postage charge if your cancellation request comes in after your order has been dispatched.

Can I pre-order an item that is sold out?

Unfortunately we are unable to accept any pre-orders for items not currently in stock. If an item you wish to order is showing as out of stock, please select the size you require, and follow the instructions to input your email address to be notified as soon as we update the stock levels of this product. Please feel free to email us at [email protected] to ask for an estimate of when or if your desired product will be back in stock. 

Please note that we cannot guarantee that items will remain the same price when stock levels are updated. 

Common queries answered

Frequently Asked Questions

How long does it take for me to receive my order?

We have three delivery options when you checkout:

• Free delivery (not available on items under £99) – please allow up to ten working days for this service
• Standard delivery (£4.99) – we aim to deliver within five working days
• Royal Mail Tracked 24 (£6.99) – we process these orders on the same day if ordered before 3pm Monday-Friday, and they should arrive the following working day – however we do ask to allow for an extra day’s lenience as Royal Mail advise that this is not a guaranteed next-working-day service. 

What if my order is late?

Please let us know as soon as possible if the delivery of your order exceeds the stated timescales above, and we will be more than happy to look into it. If we failed to dispatch your order on time, we will immediately issue you with a refund for any postage fee paid. If the order was dispatched on time but has been delayed with the courier, we kindly ask for a brief period of allowance for us to identify what has occurred and offer potential resolutions on an individual basis.

What courier do you use?

We use Royal Mail for all of our online orders.

What is your return and exchange policy?

Please see our Refund and Returns Policy page

How do I change my shipping address?

To edit your shipping address, please contact us as soon as possible either via email ([email protected]), telephone (01347821545), or the form on our ‘Contact Us’ page. If your order has not yet been dispatched, we will be more than happy to change your shipping address for you. Unfortunately if your order has already been dispatched, we will be unable to change the given address. Depending on the courier and service used, we may be able to request the delivery be cancelled and returned to us, however this may incur an additional postage payment for us to resend the item out to you. 

How do I track the status of my order?

You will receive an automated email from us upon confirmation of your order, as well as upon further updates such as when it is dispatched. Depending on the service used, you will likely receive automatic updates from the courier regarding its status, including an allotted time slot for delivery. Unfortunately some orders may be sent via a service in which tracking is unavailable. You will still be informed when this is dispatched, but from there please allow ten working days for it to arrive with you. If it surpasses this period, please contact us as soon as possible either via email ([email protected]), telephone (01347821545), or the form on our ‘Contact Us’ page, and we will be happy to look into it for you. 

How do I receive customer support?

If you would like to contact us with a query, please contact us as soon as possible either via email ([email protected]), telephone (01347821545), or the form on our ‘Contact Us’ page

What do I do if I entered an incorrect shipping address?

If you have entered an incorrect shipping address, please contact us as soon as possible either via email ([email protected]), telephone (01347821545), or the form on our ‘Contact Us’ page as soon as possible, and if your order is not yet dispatched, we will be happy to change the shipping address for you. Unfortunately if your order has already been dispatched, we will be unable to change the given address. Depending on the courier and service used, we may be able to request the delivery be cancelled and returned to us, however this may incur an additional postage payment for us to resend the item out to you. 

Do you ship to my country?

Regretfully, we are only able to ship to the UK and the surrounding British Islands. 

Will my items come in one package?

We will always aim to parcel your order into one appropriately sized package. If you place two or more separate orders that are due to be dispatched on the same day, we will also try to parcel these together as one package where possible. In the event that we need to dispatch your order/s as more than one package, you will receive delivery updates on both.

Can I collect my order in store?

If you would like to collect your order from our shop, please get in touch as soon as possible so we can set your item/s aside. Unfortunately we are unable to arrange this if your order has already been dispatched. Items bought for less than £99 will unfortunately still incur an automatic postage fee – in this instance, please contact us before placing your order and we will do our best to help. 

Can I come and try Items on in store?

Unfortunately we do not keep all of our online stock in store. Please check with us beforehand, and we can let you know whether your desired item is available.

Will the sale prices be the same in store as they are online?

Unfortunately the discounts we offer on our website are exclusive to online sales. This is due to the increased costs of running the shop and the personal customer service we pride ourselves on. Equally, we will occasionally run sales in the shop that are not reflected online. We strive to offer the best of both worlds between quick and easy online buying, and a personal shopping experience in-store where our attentive staff are more than happy to assist as you browse our selection and try garments on at your leisure. 

Do you price match?

We’re sorry but no, we do not price match the rates of any other store.

Do you sell suits?

We have a large selection of suits available in-store, and have an additional tailoring service to adjust them for you as necessary. Unfortunately we only sell a very limited range online. ce

What are your store opening hours?

Our store is open Monday-Saturday, 9am-5pm (closed on Sundays). We are closed on Bank Holidays, with the exception of Good Friday. On certain days such as this, as well as Christmas Eve, New Year’s Eve etc, we may close earlier than usual. If in doubt, please feel free to contact us either on either 01347821545, [email protected], or the form on our ‘Contact Us’ page.

Still need help?

Get in touch with us