Frequently Asked Questions
Registration and Ordering
- Do I have to register to place an order?
- I already have an account, but I can't log in?
- How do I place an order?
- How do I use a promotion code?
- When I enter my offer code, the discount is not applied?
- Can I use an offer code in the sale section on your website?
- I have added an item to my shopping basket, but it is not showing?
- When I click to go to checkout, the page cannot be displayed?
- I have requested a new password, but have not received it?
- What do I need to do if I need to change my order?
- If some of the items are coming in later (on back order) will you charge me for the whole order or when each item is sent out?
Payments
- Can I pay by cherub/bankers draft/PayPal/bank transfer?
- When will my card be charged?
- What currencies do you accept?
- My order has been charged in the wrong currency?
- Will I be liable for customs charges?
- Will I be charged VAT?
- My card has been used fraudulently?
- Why has my order been delayed or on hold?
Delivery
- How long does it take for delivery?
- What are your delivery times and charges?
- Can I have next working day delivery?
- What countries do you deliver to?
- Can I track my delivery online?
- Will I have to sign for my parcel?
- Where are your goods despatched from?
- What happens if I do not receive my order within the time frame?
- What happens if I am not there to take delivery?
- If my order has to be shipped in more than one package, will I have to pay extra postage?
- Can I change my delivery address?
- Why has my order been delivered to the billing address and not my requested delivery address?
- This is not my order?
Stock Availability
- If some of the items are available to order but not available for despatch (on back order) will you charge me for the whole order or when each item is sent out?
- What happens if something is sold out?
Returns
- What is your returns/guarantee policy?
- How do I return something for a refund/exchange? or What do I do if an item is faulty/wrong item?
- Can I return underwear?
- Do I have to tell you if I am returning something?
- How long will it take to receive my exchange/refund?
- Do I have to pay postage for any exchanges?
- I am returning part of an offer how will I be refunded?
Product Information
- How do I know what size to order?
- How do I measure my sleeve length/collar size/chest size/ inside leg?
- What are the care instructions for your garments?
- Do you sell short sleeve shirts?
- What styles of suits do you offer?
- What fabrics/weaves are your shirts made from?
- Where are your products made?
- When will your new range be available?
- Do you offer a monogramming service?
- What alterations do you offer?
- Can I get my item gift wrapped?
Using our website
- How do I know your website is secure?
- What personal information do you store?
- Will you share my information with other companies?
- How do I change my details?
- What is your complaints procedure?
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Registration and Ordering
Do I have to register to place an order?
No, you do not need to. At the beginning of the checkout process we ask for your email address which we need for order confirmation and at the end of the process there is an option for you to create an account by submitting your password.
I already have an account, but I can't log in?
Please ensure your email address and password are entered correctly. Remember your password is case sensitive.
If you have registered an account online, you will need to enter your email address and password.
If you have not placed an order within the last 18 months you will need to re-register as we have a completely new website.
If you have forgotten your password and cannot log in, follow the link below
https://www.savilerowco.com/login?ReturnUrl=%2faccount%2fdefault.aspx
How do I place an order?
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 colour.
If you would rather peruse, you can search by range using the search option at the top of the home page. Select 'Menswear', then choose your option from the list at the left hand side. When you find a product that you would like to purchase, select your size etc. You can view your basket at any time by clicking on the basket icon at the top right of the screen. Your basket will show all the items you have chosen. When you have finished your shopping click on the 'View & Checkout' button and follow the instructions through our secure checkout process. For more detailed information, please visit our Ways to Order section.
How do I use a promotion code?
Add items to your basket and proceed to checkout, enter the promotion code into the box that will appear on that page. You are required to enter the promotion code and press submit to receive the discount or special offer on your order.
When I enter my offer code, the discount is not applied?
Have you selected the items valid for the offer?
Has the promotion ended?
Did you enter the correct code?
It may also be that you are trying to buy items that aren't part of the offer. Items in our clearance section are already heavily discounted so promotional offers cannot be used to buy sale or clearance items.
Can I use an offer code in the sale section on your website?
Offer codes are not valid with any item from our sale shop and can not be taken in conjunction with any other offer.
I have added an item to my shopping basket, but it is not showing?
You may not have selected your size.
The stock you selected may be sold out.
When I click to go to checkout, the page cannot be displayed?
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.
I have requested a new password, but have not received it?
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 janobhlidal@savile-row.co.uk and we will work with you to re-create your account with the same email address.
What do I need to do if I need to change my order?
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.
If some of the items are coming in later (on back order) will you charge me for the whole order or when each item is sent out?
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.
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Payments
Can I pay by cherub/bankers draft/PayPal/bank transfer?
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' section for more information.
When will my card be charged?
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)
What currencies do you accept?
When you go to our homepage, you can see the currencies that we accept at the top of the page. Please click on relevant country flag for the currency of your choice.
My order has been charged in the wrong currency?
You may have entered our site through the wrong country code. Please contact Customer care.
Will I be liable for customs charges?
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.
Will I be charged VAT?
Orders within the EU:
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.
Orders outside the EU:
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.
My card has been used fraudulently?
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.
Why has my order been delayed or on hold?
At the Savile Row Company we aim to protect the cardholder and our business against online card fraud. For this reason, on some occasions we are required to hold or delay your order.
So, 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.
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Delivery
How long does it take for delivery?
Please allow 3- 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 despatch same day. 98% of our customers orders do arrive within this time frame. However some countries could experience a slight delay depending on their customs regulations and local postal services.
What are your delivery times and charges?
Please visit our ‘Delivery times and charges’ section for detailed information. We deliver throughout the UK and Europe. Deliveries in the UK are with Royal Mail; 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!
Can I have next working day delivery?
Yes, you can have next day delivery for orders to the UK. 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.
What countries do you deliver to?
Please visit our section on ‘Delivery times and charges’ that has the list of countries that we deliver to.
Can I track my delivery online?
Yes, you can. Once your order has been shipped we send you Shipping Confirmation Email with the Royal Mail tracking link. This only applies to the UK orders.
Will I have to sign for my parcel?
If you have selected special delivery.
Occasionally, we are required to despatch with a tracking number. If you are not able to sign for your delivery the courier will leave a card with instruction for collection. Deliveries normally arrive within 2-3 working days from the date of despatch.
Parcels sent by UK standard delivery are delivered by Royal Mail and do not require a signature on delivery.
Note: Deliveries are Monday to Friday. Occasional Royal Mail and Parcel Force will provide a Saturday delivery.
Where are your goods despatched from?
All our mail order goods are sent from our warehouse in Northern Ireland in the UK.
What happens if I do not receive my order within the time frame?
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 2-3 working days after the date of dispatch. Occasionally, the courier may not leave a card when they attempt to deliver your order. You may want to check with your local delivery office since it is possible that your package is held there. If your parcel doesn't arrive within the time frame we advised, (doesn't happen very often) we will investigate. We are sorry to hear you have not received your order.
After 15 working days from dispatch date for UK orders or 21 working days for international orders, if your order is still not received it is then classed as lost in transit. At this stage we will replace the order (stock permitting) and dispatch as a priority. Alternatively we will refund, should this be your preference, but we would prefer the opportunity to complete your order. We apologise for the inconvenience caused and thank you for your patience in this matter.
What happens if I am not there to take delivery?
The courier is required to leave a card for attempted delivery. The card will provide contact details and instructions for you to follow.
If my order has to be shipped in more than one package, will I have to pay extra postage?
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.
Can I change my delivery address?
You can change your delivery address within one hour of placing your order. Please contact our customer care. Customer care is available by email 9.00am to 5.00pm Mon to Friday by telephone 9.00am to 8.00pm Mon to Saturday and 11.00am to 6.00pm on Sundays. Please be aware that any changes to your order can only be made Monday to Friday 9.00am to 6:30pm, Saturday 9.00am to 5.00pm and Sunday 11.00am to 6.00pm on contact with our Customer Care Team (excluding UK public /bank holidays, sale periods).
Delivery to an alternate address may require a letter be sent to you at the billing address to confirm some details.
Why has my order been delivered to the billing address and not my requested delivery address?
Your delivery address may not have been transferred due to details not entered or not been saved on your account .This should have been confirmed on your confirmation email. At this stage, please contact customer care.
This is not my order?
We are sorry you have received the incorrect order. Please return it using the free post address (UK Customers).
FREEPOST RRKR-YAUT-UUHL
The Savile Row Company
Castledawson
BT45 8AF
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Stock Availability
If some of the items are available to order but not available for despatch (on back order) will you charge me for the whole order or when each item is sent out?
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.
What happens if something is sold out?
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 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.
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Returns
What is your returns/guarantee policy?
The following links will lead you to our returns and guarantee policies
Our No Quibble Guarantee Policy
Our Returns Policy
How do I return something for a refund/exchange?
OR
What do I do if an item is faulty/wrong item?
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 with out quibble. We even accept a washed shirt if you need to send 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
CASTLEDAWSON
MAGHERAFELT
BT45 8AF
International Returns Address (For International customers):
THE SAVILE ROW COMPANY
4 CURRAN ROAD
CASTLEDAWSON
MAGHERAFELT
N.IRELAND
BT45 8AF
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.
Returns Procedure:
• 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 can not refund or replace your return.
Exchange Procedure:
• If it’s an Exchange please state the item code, size, and colour that you wish for exchange
Refund Procedure:
• All refunds will be issued to original method of payment.
• Confirmation will be sent in the post or email thereafter.
Please Note:
• 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.
Can I return underwear?
For hygiene reasons, we are unable to refund or exchange underwear as stated in our catalogue and on line. Underwear is not refundable
Do I have to tell you if I am returning something?
No, you do not need to advise us of your pending return.
How long will it take to receive my exchange/refund?
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.
Do I have to pay postage for any exchanges?
You will need to include postage of £4.95 with your return. The only exception to this is if the error is caused by us e.g. wrong item sent.
I am returning part of an offer how will I be refunded?
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.
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Product Information
How do I know what size to order?
Our ‘Men's Sizing Charts’ and ‘Women's Sizing Charts’ are available to help you to measure yourself for the perfect fit.
How do I measure my sleeve length/collar size/chest size/ inside leg?
Please visit our Men's Sizing Charts for detailed information.
What are the care instructions for your garments?
Our Product Care page has detailed care instructions for all our garments.
Do you sell short sleeve shirts?
Yes we do sell short sleeve shirts. Enter 'short sleeve shirts' in the search box and click on 'Search'. Alternatively click on Short Sleeve Shirts to view our short sleeve shirt collection.
What styles of suits do you offer?
We offer a wide range of Classic and Slim Fit Suits. Our suits are created using traditional techniques and exclusive materials.
What fabrics/weaves are your shirts made from?
The information about the fabrics that we use, and their detailed care instructions can be found on our ‘Product Care’ page.
Where are your products made?
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. By supplying direct from our own warehouse, we are able to minimise costs and pass these savings onto our customers. The result is that we sell at prices much lower than one would associate with such superb tailoring. For more information about us, please visit our ‘Company Information’ page.
When will your new range be available?
Our new range will be available on August 20, 2009.
Do you offer a monogramming service?
Yes, we do offer a monogramming service. Visit our ‘Monogramming ’ section to see how you can add a personal touch to your clothing.
What alterations do you offer?
Our section on ‘Men's Personalised Options’ has detailed information about the alterations that we offer.
Can I get my item gift wrapped?
We offer elegantly simple and cleverly constructed Savile Row Gift Boxes, which are the perfect way to present a Savile Row Co garment.
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Using our website
How do I know your website is secure?
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.
What personal information do you store?
Our ‘Privacy Policy’ has details about the information that we collect, how we collect it, and how it is used.
Will you share my information with other companies?
Please refer to our ‘Privacy Policy’ for detailed information.
How do I change my details?
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.
What is your complaints procedure?
If you have any complaints regarding our products, services or our website, please contact our customer care. We'll be happy to assist you in any way possible.
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