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 it. To register to buy with Richard James we will need to know your name, mailing address and email address. When you place an order online we require your billing address, shipping address, telephone number and credit card number and its expiration date. If necessary, these details will be shared with a credit reference agency to authorise your order.

What is my wishlist?

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

Who should I contact if I need more help?

Our Customer Care department will always be happy to help you. Please email customercare@richard-james.com or call +44 (0)20 7434 0203. Customer Care is open from 10am until 6pm UK time on Monday to Friday.

Do you offer an alteration service?

Yes, we offer a professional alteration service. Please bring or send the item that needs to be altered to our Savile Row store with your full contact details, which must include your address, email and telephone number. No appointment is necessary if you come into the store. Our standard prices are listed below.

Jacket

Trousers

£50 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 Distance Selling Regulations only. Shipping costs for other returned items will not be refunded. If your order has been sent to a destination within the EU, all sales taxes will be refunded. Out¬side 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.

Returns policy

Items should be returned new, unused and with all tags still attached. In addition, shoes should be returned in their original, undamaged box, which is considered a part of the product. We may not be able to 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 items back to us in the original packaging provided. Our Returns address is listed below.

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 with us and created an account, 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.

How quickly will I receive my order?

We aim to dispatch all orders within 24 hours. Delivery times are to be used as a guide only and commence from the date of dispatch. Orders placed for delivery to London postcodes can be delivered on the same day. Orders place for delivery to addresses in Europe and the Rest of the World will take four to five days. Please note that Richard James is not responsible for any delays caused by customs clearance processes.

How do I return or exchange an item?

We offer a free returns and exchange service for UK deliveries. Please let us know your intention of returning or ex¬changing your order within seven days of receiving it and return it to us within 21 days of receiving it.

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 use our complementary return label and take the items to a Post Office. Please return the items to us unused and in the original packaging - including labels - within 21 days of receiving your order.

For customers outside of the UK, returns are at your own cost. Please use a trackable delivery service and clearly mark your package as ‘Returned Goods’ to avoid delays at customs. Please retain your shipping documentation and a receipt.

Return Address:

Richard James Ecommerce, 19 Clifford Street, London W1S 3RH, UK.

3. You are also very welcome to personally return items to our Savile Row, though refunds will be made by our online Customer Care team.

How much is the delivery charge?

Destination

Cost

London, same day delivery

£5.00

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 inside a waterproof courier bag.

Does Richard James ship to PO 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. Please notify Customer Care if you would like a neighbour or friend or family member to sign for your delivery.

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 Braintree, a subsidiary of PayPal, which operates a 128-bit SSL encrypted system. 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 we suggest you 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, Paypal and Credit Union.