Registration and Ordering
No, you don’t need to register. At the beginning of the checkout process we ask for your email address - this is needed to send order confirmation and dispatch emails. We offer a speedy ‘guest checkout’ but there is an option at the end of the order process for you to create an account if you wish.
Please ensure your email address and password is entered correctly. Remember your password is case sensitive. There is a Forgotten Password link right next to the Password box.
Please note, we launched a new website in May. All existing customer registrations should have been transferred between the old and new site. However, if you have not shopped with us for some time, there is a small possibility the transfer may not have taken place. If you find that none of your details are recognised, it may be quicker just to set up a new account.
You may have signed up for our emails newsletters or bought from us via the telephone. In which case, your email address has been added to our database. However, you need to personally register on the site for it to recognise your email address.
Our aim is to make your shopping experience with the Savile Row Company as easy as possible. There are lots of ways to search for your purchase. If you have the catalogue and know exactly what you want, then you can enter the six digit product code e.g. 011wht or part description in the "Search" box at the top of the page and then click search. You can also search by product description or size e.g. blue shirts 17”.
The site features a ‘top navigation’ which enables you to click on the product category of your choice. Once you have clicked on a category, you will see more search options on the left hand side of the page. This allows you to refine your search even further.
When you have found a product you would like to purchase, simply select from the size and feature options available and then click on Add to Basket. If you have forgotten to complete anything, a prompt message will appear on the screen. You can view your basket at any time by clicking on the basket icon at the top right of the screen. When you have finished shopping, simply click on the Checkout button and follow the instructions through our secure checkout process.
For more detailed information, please visit our Ways to Order section.
Add items to your basket and proceed to checkout. You will see a box with the words – Do you have an offer or media code? Please enter the code into the box (remembering that it is case sensitive) and click on the APPLY button.
If the office included free items e.g. A free tie with every shirt – you must select the free item of your choice and add it to your basket.
Often, there are conditions to a promotional offer e.g. excludes Clearance; offer is exclusive and cannot be used with any other promotion; offer ends on a certain date. It may be that the items you have selected are not a valid part of the offer or that the promotion has come to an end.
We do sometimes run special offers on our Clearance section but as these goods have already been heavily discounted, they are often excluded from the majority of promotions.
Please check your screen as an error message should appear if there’s a problem in adding an item to your basket. It could be that you didn’t select your size or perhaps the item has sold out.
Privacy settings on your Internet Explorer may be set too high. Go to ‘Tools’ in your menu, choose ‘Internet Options’, then click on ‘Advanced’ and ensure that your privacy setting is set to Medium. This could be due to a cookie being dropped while there was a temporary problem with the site. Whenever this happens, try the following to resolve the problem.
If you are using Internet Explorer, you’ll see ‘Tools’ at the top of the page. Click on this and a drop down menu will appear. Click on ‘Internet Options’. A message box will open and about half way down you’ll see a heading ‘Temporary Internet Files’ and a box saying ‘Delete Cookies’. Click on this, then on ‘OK’. Toward the bottom of the box you’ll see a heading ‘History’ and a box saying ‘Clear History’. Click on this and then click ‘Yes’. Finally, click on ‘OK’ at the bottom of the box. That should clear any error pages from your cache and enable you to successfully complete a purchase.
If you have requested a new password, we will send it to you at the email address you have provided at the time of registration. If you don't see our email in your inbox, please check your spam folder as well. If you still don't receive your new password, please write to us at firstname.lastname@example.org and we will work with you to re-create your account with the same email address.
All orders are processed immediately, which means that you are unable to amend or cancel orders on the website once they have been placed. If you require additional items, need to amend or cancel your order please contact Customer Care on 0287 946 5005 or email@example.com
We will not charge you until the goods are dispatched and we will only charge you postage once per order, no matter how many parcels we send to you. We will contact you by post or email to inform you of any stock delay when possible. We will endeavour to have this information online at the time of placing your order.
We won't take any payment until we've made sure that your goods have been dispatched. And to make sure you always have the highest level of security, your payment details are automatically encrypted when you enter them.
We accept payment by Visa, MasterCard, Visa Delta, Visa Electron and Amex cards. We do accept PayPal payments. We also accept postal orders which will be lodged on receipt and for security reasons; we hope you understand that such orders will be held until funds are cleared. Please visit our Ways to Pay pages for more information.
We will not charge you until the goods are dispatched and we will only charge you postage once per order, no matter how many parcels we send to you. (You are also only charged for the items dispatched)
We have a multi-currency website and transact in Sterling, Euros, US and Australian Dollars. Please click on the appropriate flag on the top left of the screen which will take you to our products in the specified currency. Please note – we set a conversion rate at the beginning of the season so you may see a variance between that and the rate operating on the day you shop with us.
Our website has an IP locator, which should automatically display the relevant currency to your location. It is possible that you don’t have a static IP address and so may have been taken to the wrong landing page. Please contact Customer Care on 0287 946 5005 or email firstname.lastname@example.org
Unfortunately we are not able to pay customs charges for you.
We do supply all the necessary paper work with your order but occasionally customs will delay your order. They will contact you directly if this is the case.
For goods sent to addresses within the EU, VAT is included in all prices quoted in the catalogue. For goods sent to the Channel Islands, VAT will be deducted from the quoted prices.
Although goods sent to addresses outside the EU are not subject to VAT, Savile Row Co customers pay the same prices across the world as this helps us to cover some of the additional costs of providing a service to international customers.
In the event, that a transaction on your card has been used fraudulent on our site, you should first contact your credit card company so that they can take the necessary action and contact us as soon as possible. Please be assured we will assist in this matter with your bank if required.
At the Savile Row Company we aim to protect the cardholder and our business against online card fraud. Every order goes through a credit screening and in some cases we are alerted to ask for further verification. Please do not be offended if we ask for this information as often this contact is the first some customers learn of fraudulent use of their credit card. Until this verification is received we may have to place your order on hold.
If for any reason we need to confirm any details relating to your debit/credit card, your address or your order, then we will contact you via post or email. Your order will not be dispatched and will be on hold until we receive a response from you. The information that we request will enable us to ensure that you are the rightful cardholder. If we are not satisfied with the information we obtain, your order will be cancelled at this stage and your card will not have been charged.
If an item is out of stock we endeavour to make contact offering a suitable alternative. If contact cannot be made, the out of stock item will be detailed on your despatch documentation. If there is a further delay with/on your order we will send a letter to the billing address detailing the date that the out of stock items will be due in. Where orders contain some items that are in stock and others that are not in stock we may part ship the order with the items that are available. The out of stock items will be shipped at no extra cost to the customer when they are available.
Please allow up to 5 working days within UK and 10 working days for international deliveries, subject to payment card authorisation and stock availability. We do our best to dispatch orders on the day of receipt but please keep in mind that we do not dispatch orders on the weekend or during public Bank Holidays. . 98% of our customer orders do arrive within this time frame. However some countries could experience a slight delay depending on their customs regulations and local postal services.
Please visit our Delivery Times and Charges section for detailed information. We deliver throughout the UK and Europe. Deliveries in the UK are with TNT; Deliveries outside the UK are sent via Royal Mail International and delivered by the national postal service of the country of destination.
UK customers, please note when using a different delivery address for your first order we may contact you by letter sent to the billing address before shipment can take place.
Customers using an international billing address (outside the UK) must have their order shipped to the billing address for their first order!
Yes, you can have next day delivery for orders to the UK & Ireland. Next day orders need to be placed before 2pm (subject to passing our security checks which can delay dispatch). These will require a signature on receipt.
Note: Deliveries are Monday to Friday only. Please visit our section on Delivery Times and Charges for detailed information.
Please visit our section on Delivery Times and Charges where you will find a full list of those countries to which we dispatch.
Unfortunately, TNT – our carrier does not yet offer a tracked service. As Royal Mail have introduced a further price increase for their tracked service, we felt it was better to contain the cost of delivery as any increases would have to be passed onto our customers.
A signature will be required if you have selected Special Delivery
Our factory, customer service and dispatch centre are based in Northern Ireland. All goods are processed and dispatched from there.
Unfortunately, in spite of all of our efforts, there can sometimes be unforeseen delays and in this case we would ask that you wait a little longer. It's been our experience that the majority of late packages arrive shortly after the estimated delivery date. Parcels are generally delivered within 5 working days after the date of dispatch. Occasionally, the post man or courier may not leave a card if you were not in to receive your parcel. You may want to check with your local delivery office as your package could be held there.
We do understand how frustrating it is if you order is late and we will do our very best to investigate the cause. Unfortunately, all carriers specify that a parcel is not officially ‘lost in transit’ unless 14 days (21 on International orders) have passed from the date of dispatch.
At that stage we will replace the order (stock permitting) and dispatch as a priority. Alternatively we will issue a refund, should this be your preference, but we would prefer the opportunity to complete your order.
The postman/courier is required to leave a card for attempted delivery. The card will provide contact details and instructions for you to follow.
We will not charge you until the goods are dispatched and we will only charge you postage once per order, no matter how many parcels we send to you.
You can change your delivery address within one hour of placing your order. Please contact our Customer Services team by email at email@example.com or phone 9-6:30pm Mon-Fri; 9-5pm Saturday & 11-6pm Sunday.
Delivery to an alternate address may require a letter be sent to you at the billing address to confirm some details.
In the first instance, please check your order confirmation email. If the details were correct on the email, the mistake is ours. Please call us on 0287 946 5005 and we’ll rectify the problem as soon as possible. If the details were not correct on the email, it may be that they were entered on the website or saved in My Account.
This happens very rarely but in the eventuality that you do receive the wrong order, please accept our sincere apologies. Please return it using the free post address (UK Customers).
The Savile Row Company
We will not charge you until the goods are dispatched and we will only charge you postage once per order, no matter how many parcels we send to you. We will contact you by post telephone or email to inform you of any stock delay. Whenever possible, we will endeavour to have this information online at the time of placing your order.
If an item is out of stock we will endeavour to make contact offering a suitable alternative. If contact cannot be made, the out of stock item will be detailed on your despatch documentation. If there is a further delay to your order we will write to the billing address detailing the date that the out of stock items are due. Where orders contain some items that are in stock and others that are not in stock we may part ship the order with the items that are available. The out of stock items will be shipped at no extra cost to you.
The following links will lead you to our return and guarantee policies
Our No Quibble Guarantee Policy
Our Returns Policy
Savile Row Company operates a ‘No Quibble Guarantee’. If for any reason you are not totally happy with your purchase, return it to us using our free post service within 90 days. We promise to exchange the item, or return your money in full without quibble. Washed or unwashed, we won’t argue – we’ll just take it back. This guarantee is in addition to your statutory rights.
FREE POST Returns address (For UK customers):
FREEPOST RRKR - YAUT - UUHL
THE SAVILE ROW COMPANY
International Returns Address (For International customers):
THE SAVILE ROW COMPANY
4 CURRAN ROAD
CLOTHES RETURNED TO ORIGINAL VENDOR
Return postage- Customers are responsible for the cost of the returned items. Savile Row Company does not refund the postage charges for international returns. Please include adequate postage for exchange order.
• Send the item(s) back in secure packaging or box received
• State on the returns form, the reason for sending the item(s) back
and the action you would like us to issue for you i.e. Refund or Exchange.
• Please provide payment details for return P&P charges (UK £4.95)
• *Please obtain appropriate cover of insurance when returning goods, i.e. Certificate of Postage [free of charge at Post office]
*In the event of a parcel been lost in transit a certificate of postage is required to replace the goods.
Please allow 14 working days for the goods to be either returned to you, the customer, or the Savile Row Company before we can submit a ‘Lost in Transit’ claim with our courier. Should you not be able to provide us with a certificate of postage we cannot refund or replace your return.
• If it’s an Exchange please state the item code, size, and colour that you wish for exchange
• All refunds will be issued back to the original method of payment.
• Confirmation will be sent in the post or email thereafter.
• Once the item has been returned, the item(s) will be examined and we may contact you should there be any problems regarding your request.
• Should you not hear from us, please, do not get concerned, it may mean that we are in the process of dispatching your replacement/exchange to you. We promise to exchange the item, or return your money in full without quibble.
For hygiene reasons, we are unable to refund or exchange underwear. The only exception would be if the underwear is still in its original packaging and fully sealed.
No, you do not need to advise us of your pending return.
Upon the receipt of your return it normally takes up to 5 working days. The exception to this is sale times and holiday periods which may take longer. If you have any concerns regarding this, please contact us.
You will need to include postage of £4.95 with your return. The only exception to this is if the reason for the return is due to an error on our part.
Should you return part of an order that was purchased under an offer; which included free items the offer will NOT be valid. All items should be returned for full refund. Any items retained will be charged at current price and be deducted from your refund and the balance refunded to the original method of payment (i.e. Refund less the value of the item(s) retained). Please note the shipping charges are NOT refunded.
Our ‘Men's Sizing Charts’ and ‘Women's Sizing Charts’ are available to help you to measure yourself for the perfect fit.
Please visit our Men's Sizing Charts for detailed information.
Our Product Care page has detailed care instructions for all our garments.
Yes we do. As short sleeve shirts are seasonal, there will be a larger selection in the spring and summer. If you’re looking for short sleeve shirts during the British winter, it’s worth checking our Clearance section. Enter 'short sleeve shirts' in the search box and click on 'Search'.
The vast majority of our shirts are made in 100% 2-fold cotton. We have a select range of non-iron shirts and all our other shirts come with a special easy-iron finish.
We use poplin, herringbone, end on end and twill weaves, each chosen to highlight the design of the shirt.
The Savile Row Company is linked through product licensing arrangements to some of the finest textile producers in the world, and together with our technical expertise and design skills we're honoured to bring you luxury clothes and affordable prices. All our clothing is made in either our own factories or those owned by our licensees.
Yes, we do offer a monogramming service. Visit our ‘Monogramming ’ section to see how you can add a personal touch to your clothing.
Our section on ‘Men's Personalised Options’ has detailed information about the alterations that we offer.
We offer elegant and cleverly constructed Savile Row Gift Boxes, which are the perfect way to present a Savile Row Co garment.
Using our website
When you enter a secure area of a website you should see a lock symbol at the bottom right of the screen and the URL will change to https from http. Also, our website is tested and certified by the 'McAfee SECURE' security scan daily. Please click on the 'McAfee SECURE' icon on our homepage for further information. More detailed information can be found on our ‘Website Security’ page.
Log in to your account. On the account summary page, there will be a link to change your details and password, and all other links to update your account.