FAQ - General

General Questions

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this. To register to buy with Richard James, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

What is my wishlist?

Your Wish List is an easy way to keep a record of Richard James items that interest you.

Need more help?

Speak to Customer Care for further information - Email customercare@richard-james.com or call 020 7434 0203 from the UK or +44 20 7434 0203 from the rest of the world. Calls & emails will be answered between 10am-6pm, Monday-Friday (UK time).

Do you offer an alteration service?

We offer a professional alteration service. Please bring or send the item that needs to be altered to our Savile Row shop.

Jacket

Trousers

£25 square back neck

£15 plain hem

£60 take in/out side seams

£35 take in/out waist

£60 shorten/lengthen sleeves

£45 narrow legs

£60 shorten jacket

£45 add belt loops

< £25 working cuff

+£5 each button

Delivery & Returns

Will I be refunded the full value of my order?

Your refund will be credited to the original purchaser’s credit card and will include shipping costs for faulty items or for orders cancelled under the DSRs only. Shipping costs will not be refunded. If your order has been sent to a destination within the EU, all sales taxes will be refunded. Out­side the EU, customs duties and sales taxes are non-refundable.

However, you may be able to recover these by contacting your local customs bureau directly.

Return policy

Items should be returned new, unused and with all garment tags still attached. In addition, shoes should be returned in their original, undamaged shoe box as this is considered part of the prod­uct. We may not accept merchandise which is not received in the above specified conditions. Furthermore, to ensure that your return is adequately protected in transit, we recommend you send your items back to us in the original packaging provided.

Can I track my order?

Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting ‘My Account’ followed by ‘Order Status’.

Can I change my shipping address after my order has been dispatched?

We are unable to redirect orders to a different address after dispatch. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

Where is my order?

We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Richard James is not responsible for any delays caused by destination customs clearance processes.

How do I return or exchange an item?

We offer free returns and exchanges service. Please let us know your intention of returns/ex­changes within seven days of receiving your order and return the items within 21 days of receiv­ing your order.

1. Sign into your account. Select ‘RETURNS’ at the top menu and follow instructions.

For guest customers without an account, please select ‘RETURNS’ from the top menu without logging in and follow the instructions.

2. Please drop off the items at any post office using our complementary return label. Please send the items back unused and in the original packaging - including labels - within 21 days of receiving your order.

For international customers, returns are at your own cost. Please send your returns via a trace­able method using your normal postal service and mark your package clearly as ‘Returned Goods’ to avoid delays at customs. Please retain your shipping documentation.

Return Address:

Richard James E-commerce, 29 Savile Row, London W1S 2EY, UK.

3. You are also very welcome to return items to our Savile Row store where we can help you personally, though refunds will be made by our online customer care team.

How much is the delivery charge?

Destination

Cost

United Kingdom

£5.00

Europe

£25.00

USA/Canada

£35.00

Rest of the world

£45.00

What packaging will my order be shipped in?

Your orders will be packed in one of our signature Richard James boxes, then in the courier bags.

Does Richard James ship to post office boxes?

Please note that we are unable to deliver to Post Office boxes.

Does Richard James ship to multiple addresses?

If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

Do I need to sign for the delivery?

We require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.

Payments

Is it safe to use my credit card online at Richard James?

When you pay online you are in a secure environment. All card transactions are handled through Sage Pay, which operates a 128-bit SSL encrypted system. Sage Pay is scanned quarterly by Trust­wave, an independent Qualified Security Assessor (QSA) and an Approved Scanning Vendor (ASV) for the payment card brands. It is also audited annually under the Payment Card Industry Data Security Standards (PCI DSS) and is a fully approved Level 1 payment services provider, which is the highest level of compliance. So you can be confident your card details will be safe.

What duties and taxes will I have to pay?

By default, product prices are UK VAT inclusive until you proceed to purchase your order. Please note that UK VAT will only be applied to orders dispatched within the United Kingdom & EU. If an outside EU destination is selected, product prices displayed are exclusive of all taxes and duties, including UK VAT. Any customs or import duties are charged once the parcel reaches its destina­tion country. These charges must be paid by the recipient of the parcel. Policies vary from coun­try to country, so you might like to check your local customs for more information.

Which payment methods does Richard James accept?

We accept Visa, MasterCard, American Express, Visa Debit, Visa Delta, Electron, and Paypal.