COVID-19 – Information for our customers
HARROGATE – Closed in line with current COVID restrictions
Due to new measures put in place, we have closed our Harrogate store. We will open as soon as possible.
PICCADILLY – Closed until further notice
Our iconic Piccadilly store is undergoing renovation, which had to be postponed due to the pandemic. Work is underway, but due to delays we are looking to reopen as soon as possible. Our retail teams are all missing our exceptional customers and send you their best wishes.
JERMYN STREET – Closed in line with current COVID restrictions
Due to new measures put in place, we have closed our Jermyn Street store. We will open as soon as possible.
IS THE WHOLE COLLECTION AVAILABLE?
Yes. Our website store is showing stock held in both our stores, as well as specific items held at our suppliers. For those items held with our suppliers, there will be an extended delivery period, and we will be in contact to discuss this with you.
I NEED TO RETURN AN ITEM FOR AN EXCHANGE OR REFUND, WHAT SHOULD I DO?
We have extended our returns policy up to 30 days, and ask that you send the goods back to us when it is convenient for you to do so. Ensure you follow the instructions as per the returns form sent in your parcel. Please be aware it will take us longer to process returns. If you would like to exchange an item, we would advise you to send the item you wish to return back to us, and immediately order the size you require – as we are experiencing delays dealing with exchanges.
ARE ALTERATIONS AVAILABLE?
Tailoring is still available, but due to COVID restrictions alterations are taking up to 7 working days.
HOW ARE YOU MAKING DELIVERIES SAFE?
Our teams are processing orders in line with government guidelines. We advise that you wash your hands thoroughly after handling your parcel and ask your driver to place the parcel in a safe place to avoid close contact.
CAN I STILL CONTACT YOU IF I HAVE A QUESTION?
We would be delighted to answer any questions you may have on our collections. Our customer service team are working remotely and are experiencing a high level of enquiries. We aim to answer all queries within two working days, we apologise for the delay. Please read our frequently asked questions below, which may provide you with the answer to your query.
Our customer service team is available Monday-Friday 10.00 hrs- 17.30 hrs
Email – [email protected]
FREQUENTLY ASKED QUESTIONS
When will my order be despatched?
There is a delay of up to 14 working days at the moment in shipping orders due to the current UK lockdown (longer if alterations have been requested). Once we have despatched your goods you will be notified. At this point you will be given a tracking number so you can track your order. Please expect a delay between ordering your goods and receiving a shipping notification.
My size isn’t available; will you be getting more stock?
Our website shows everything that is in stock, so if an item isn’t showing in a size, it isn’t available. However we are receiving deliveries regularly across the collections, so if you are looking for a particular item, please enquire and we will be able to discuss its future availability.
I need to return / exchange an item – how do I do this?
There should have been a returns form within your parcel, if you don’t have this please download one here. We have extended our returns window to 30 days so please only do so when you are able. Please be aware you are responsible for the cost of returning goods to us, we recommend you use a recorded delivery service. If you would like to exchange an item, we would advise you to send the item you wish to return back to us, and immediately order the size you require – as we are experiencing delays dealing with exchanges.
Thank you all for your understanding during this time. We wish all of you our very best regards; from our family to yours. Stay safe and well, until we are able to meet again in person, in our unique stores. We would also like to take this opportunity to thank every key worker, including our amazing NHS staff for working so selflessly.