COVID-19 – Information for our customers

Monday, 8 June 2020

WE ARE BACK!

Thank you for bearing with us, we know there has been some frustration that we took the decision to close our online store. Fulfillment for online is usually done via our iconic store in Piccadilly, and we did not want to put the health of our teams and their loved ones at risk by travelling on public transport. Working behind the scenes we have now switched so that the team in Harrogate will be shipping your goods to you. There will be a small team in both locations who are able to safely get to work, whilst our customer service team will continue to work remotely.

OUR STORES

Our Harrogate store will remain closed for the time being, we will let you know as soon as we are able to welcome you back in person. Our iconic Piccadilly store is undergoing renovation, which had to be postponed due to the pandemic. Work has now commenced and we are hoping to reopen early October. Our retail teams are all missing our exceptional customers and send you their best wishes.

CAN I STILL PLACE AN ORDER?

Yes! We are now shipping to all worldwide destinations. There will be a small delay in getting your parcel to you, so please bear with us. We are operating with a reduced team and couriers are experiencing high demand. We are working with our couriers on a daily basis to monitor the situation but at this moment, all destinations have good service. Our customer service team will be on hand to answer any queries you may have at [email protected]

IS THE WHOLE COLLECTION AVAILABLE?

Yes. Our website store is showing stock held in both our two 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, as you will be shipping the goods to Harrogate. Please be aware it will take us longer to process returns / exchanges.

ARE ALTERATIONS AVAILABLE?

Yes. Our tailors are working, so all alterations, including hemming, zip flies and velvet collars are available. Please allow up to 7 working days. N.B We cannot offer a refund clothing that has been altered, including hemming, zip flies and collars.

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 or other sartorial matters! Our customer service team is available Monday-Friday 10.00 hrs- 17.30 hrs
Phone – 0207 758 4122
Email – [email protected]

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 two unique stores. We would also like to take this opportunity to thank every key worker, including our amazing NHS staff for working so selflessly.

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