Часто задаваемые вопросы

All of your frequently asked questions in one place

General Information

Yes we are.

Most orders will not be affected by any processing or shipping delays. Orders are shipped from our warehouse Monday to Friday and unless we get a large influx of orders at once, your order will usually ship the same day.

Delivery times are stated within the Delivery section further down this page. We have not seen any significant delivery delays incurred other than in Canada where there appears to be a backlog.

If we are made aware of any changes to shipping times, we will be sure to update the delivery information page accordingly.

We currently allow you to shop in British Pounds (GBP), Euros (EUR), US Dollars (USD), Australian Dollars (AUD), Canadian Dollars (CAD), and Norwegian Krona (NOK). Based on your country, the website should automatically default to the appropriate currency. 

Absolutely. We ship to almost every country in the world, using reliable tracked shipping partners such as DHL, Deutsche Post, USPS & more.

Orders

Promotional or ambassador codes can be used by entering the code at the shopping cart of checkout. Most coupons work in all currencies, but if you get an error you may need to change your currency to British Pounds (GBP). If you need to change the currency to GBP, all items from cart should be removed first, then the currency changed and items re-added.

If you want to change a product or size of product on your order, please click the 'Submit a request' button to contact us.

We will only be able to make changes to your order if it has not yet been packed/dispatched, so we can't guarantee that your order will be adjusted in time.

If you have entered the wrong shipping address on your order, you should contact us urgently by clicking the 'Submit a request' button. If your order has not yet been dispatched we will be able to change the address for you.

In the unlikely event of a warehouse picking error, please contat us immediately with the following information so we can get the issue resolved swiftly:

Your order numberName and size of product you did not receiveThe name of the product you received in errorA photo of the product you received

Once we have received the required information, we will advise on the next steps so you can get your correct item. If you are asked to return the item back to us, you can do so via the returns portal.

Delivery & Returns

Orders are shipped from our state of the art warehouse in the UK. We can ship to virtually any address in the world.

UK Shipping
Orders within the UK should be expected within 3-5 working days. Next Day orders should be expected the next working day and are fully tracked.

Orders with Next Day Delivery chosen must be placed before 3pm to ship the same day.

Standard delivery - £4.00
Express Delivery - £7.00

Standard shipping is Free over £50

EU Shipping
Orders from European countries are sent by Royal Mail Standard Tracked Delivery. Orders with Standard Tracked Delivery chosen are shipped via our UK distribution centre and you may incur duties/taxes.

Standard Tracked Shipping (5-7 days)

Price calculated at checkout.


US Shipping
Orders to the US can be sent with Royal Mail Tracked (Standard Delivery) to your door within 7-10 working days. Note that all orders are subject to US customs handling so the advertised transit times are not guaranteed. 

Standard Delivery (7-10 days)

Price calculated at checkout.

Orders are shipped from our UK warehouse.

EU – This is a duty unpaid destination and may incur duty and VAT.

USA – All orders above US$800 will be subject to import tax. For more information, please check with the US Customs and Border Protection Department.

AUSTRALIA – All orders above AUS$1000 will be subject to import duties. This figure can vary depending on the value of the parcel, so please check with the Department of Home Affairs for more information

If you choose to refuse the customs fee and the parcel is returned back to us, a shipping & handling fee may be deducted from your refund.

If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.

Once your order ships, you will be emailed a tracking number and link to the tracking portal. You can also get information about all of your orders, including the tracking number from within your Defined Apparel account. Just login and go to 'orders' to see a list of your recent orders.

Delays incurred by customs backlogs and inspections are not included.

- You may return items within 28 days of delivery for a full refund or an exchange. Transit times are not included in this time window.

- Items must be in new and unworn condition, as well as being in their original packaging. Returns with signs of use will be rejected.

- Any sign of scent (including deodorant) or animal hair will result in the return being rejected.

- If you have requested an exchange for an item which is more expensive then your return item, your order will be refunded and you will need to place a new order for your desired product.

- We work on a 7 day return turnaround time. During normal periods returns are usually processed quicker than this, but it is not guaranteed.

- Any OUTLET category items can only be returned for an exchange. Full refunds will not be offered. Products purchased as part of Black Friday, Summer Sale, Flash Sale or Winter Sale can be returned for both store credit or refund.

- Shipping costs are non-refundable

Follow these steps to create your return request on our returns hub:

- Go to our returns hub here

- Enter in your order number and email address. Your order number is the one shown on your order confirmation email, i.e. "115239".Select the items from your order which you wish to return.

- Choose whether you would like to store credit, a refund or an exchange.

- You will be provided with the returns address to send the package to.

- Ensure that you write your order number in large text on the outside of your package/box. This ensures our returns agents can quickly identify your return.

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