FAQs

Contact Us

How do I contact you?

When is customer services open?

We are open weekdays: 8am - 8pm / Saturday 9am - 5.30pm / Sunday: Closed.

I have written to customer services. How soon can I expect a response?

We will endeavour to contact you within 48 hours of receiving your response. Your letter may take up to 10 working days to reach us.

Do you have social media channels?

Yes, you can follow us on:

Do you have any job opportunities?

Visit our Careers and LinkedIn pages for more information or email us on the below addresses:

Do you have international franchise opportunities?

Visit our International Partners page for more information or contact us on this email: international@austinreed.com

Your Account

How do I register for an account online?

Click here to go to the account login page, and fill in your details. You can amend your details at any time.

How do I know my details are secure?

We take security very seriously, and are fully compliant with the Data Protection Act. We take steps to protect your personal details online, such as encrypting your password, account and order details when you enter them. To access your details on our website, you need to enter your unique password and email address.

To be safe online, always log out of your account when you are finished by pressing 'Sign Out', and never save details on a shared computer. If you would like to opt out of saving your personal details for future purchases, click here. For more information, visit our Security and Privacy page and Terms and Conditions page.

How do I see my purchase history?

Click here to visit Your Account to see all your previous orders. Login to your account and fill in the relevant details. These can be changed at any time.

I've forgotten my password…

Don't worry; you can easily reset it by clicking here.

How do I close my account?

Email us at customer.services@austinreed.com or call +44 (0) 844 800 2977

What are the advantages of getting an account?

There are many benefits to creating an account with us. You can:

  • Create an address book with your most-used addresses
  • Securely save your payment details for a quick checkout
  • Track your order and see your order history
  • Save items for ease and convenience

How do I subscribe/unsubscribe for email newsletters?

To subscribe, click here. To unsubscribe, follow the link in your emails, or click here.

Your Order

Can I order to my country, and what are your delivery costs?

We deliver to all UK addresses and to over 60 countries internationally.

  • The 'UK' refers to all UK, Isle Of Man and BFPO (British Forces Post Office) addresses. Visit our Delivery page for costing information.
  • 'International' refers to countries overseas. View our Delivery page to see if your country is eligible, and costing information.

Where is my order / my order has missing items?

Visit our Track Your Order page and use your tracking number to locate your order. If you have any questions, please contact customer services.

How long will my order take?

We will email you to let you know that your order has been dispatched. We aim to deliver within 5 working days within the UK and 10 working days internationally. Within periods of high demand UK delivery may take up to 10 working days. For more information, visit our Delivery page.

What is the cost of ordering to a store, and which items can be ordered?

Our Click & Collect service allows you to order any product to any UK store for FREE. Please be aware that you will need to pay in advance for your order to be dispatched, as with any order made online.

Can I order a product for international delivery in store?

We are unfortunately unable to offer this service, at this time.

Why have I been charged a different price to what was shown online? / Why have I received something different to what was shown online? / How do I find out more details about a product?

Please contact customer services at customer.services@austinreed.com.

Can I change or cancel my order?

Orders cannot be amended, if you have ordered the incorrect size/style you will need to cancel the order and replace the item. You are entitled to a 7-day 'cooling off' period (beginning from the day after receipt) in which you can cancel your order, and we also offer free returns. If you have cancelled your order, please be aware that you must return the items to us at your cost.

What payment methods do you accept?

  • Payment cards:
    Mastercard, Visa, Visa Electron, Maestro, American Express, Delta and PayPal (online only)
  • Currency:
    We accept payment in EUR, AUD, USD, GBP.
  • Online purchases:
    For orders online, we charge at the point of dispatch (accompanied by a confirmation email)
  • We do not accept:
    Solo, Electron or cheque. Solo has been withdrawn by the card provider, and, due to technical difficulties, we can't process Electron. Cheques are steadily in decline, and are not typically accepted as a form of payment within the retail industry.

When is payment actually taken for my order?

You must give us authority for payment at the time of order, although your account will not be debited until the day of dispatch.

Why do I have to re-enter my card details?

In cases where your payment hasn't gone through, you may be asked to fill out your card details again, in the interests of fraud prevention. This also ensures that, if a mistake was made entering the details, it isn't replicated.

How do I use a promotion code, gift voucher or loyalty points?

Simply enter it in the box where prompted, in the checkout. The code cannot be applied after payment has been processed. If the code didn't work, customer services might be able refund the order.

Gift vouchers cannot be used online, they can be posted to Customer Services with the order number and they will reimburse them. Loyalty points can be collected online, but the vouchers are for in store use only.

If I leave the website, will that empty my basket?

The items in your basket are only cached (remembered) for a short period of time after closing your browser. We recommend making your purchase before closing your browser.

Items keep disappearing from my basket, what should I do?

Try pressing the 'Refresh' button on your browser and adding again. If the problem persists, please contact customer services.

How do I know if my order has gone through?

Once payment has been processed, you should see your order number on a new webpage. We also send an automated confirmation message to your registered email address once your payment has been processed. You can also check open and recently placed orders through Your Account.

An item is out of stock online, can I order it over the phone?

All our stock is housed in the same warehouse before being distributed to stores or held for online orders. If your item has sold out online, you may be able to see if it is in stock in your local store by contacting them. Use our Store Locator to find their telephone and email information.

Why has my order been cancelled?

We aim to fulfil all customers' orders, but unfortunately, during periods of high demand, items can sell out quickly. Where this is the case, your order will be cancelled, and a full refund given (including delivery costs). We will always contact you where this is the case.

Delivery

What happens if I'm out when you deliver?

If, after three attempts, we have been unsuccesful, the item(s) will be returned to the company and a refund processed (excluding delivery costs).

Can I choose a day for delivery?

Yes, you can choose next or nominated day delivery, click here for more information. We also offer a free Click & Collect service.

Are the delivery charges per item or per order?

Per order. Please note that if you place two orders separately to the same address, they will also be charged per order.

What are the international delivery times?

In most cases your order will take no more than 15 working days. A working day is Monday to Friday, except Bank (public) Holidays. Please refer to our Delivery page for the more information.

Do I need to sign for my delivery?

Hermes couriers do not require a signature.

How will I know when my delivery's on its way?

We'll email you to let you know your order's been dispatched. Find more detailed information see our Delivery page. If you selected delivery to your place of work, the parcel will be delivered to the main reception; it is up to you to inform them of your expected delivery.

What is 'Click & Collect', and how do I get it?

Our Click & Collect Service allows you to choose any UK store (excluding concessions and outlets) to have your order delivered to, free of charge. Simply select the store at checkout when you're ordering online, and, once the item has arrived in store, you'll be sent an email to arrange a pick-up time. View a list of participating stores using our Store Locator.

Can I change my collection store?

Once your item has been dispatched, we regret that we are unable to change your collection store.

I've ordered using Click & Collect, but need someone to go on my behalf...

Simply contact the store with the full name of the person coming to collect. They will need to bring a printout of your order confirmation e-mail, plus proof of your identity. Read more information on our Click & Collect page.

What happens if I don't collect my order?

If you are unable to collect your order, please contact the store in advance.

If you do not claim your order within 7 days, the store will contact you to see if you still want the item(s), after which they will be returned to stock and a refund processed.

How do I claim VAT?

VAT can only be claimed for orders to Channel Islands, for all other countries the VAT is calculated within the order. Contact our customer services team with any further questions.

Where do you deliver to?

We deliver to all UK addresses and to over 60 countries internationally. For more information, visit our Delivery page.

How much does delivery cost?

We offer free delivery on all orders over £150 and free delivery to our UK stores excluding concessions and outlets) through our Click & Collect service.

  • Standard UK Delivery is £4.95
  • Next Day Delivery from £6.95
  • Nominated Day Delivery from £6.95
  • Standard International Delivery is from £8.20

Please refer to our Delivery page for more information.

How long will my order take?

We will email you to let you know that your order has been dispatched. We aim to deliver within 5 working days within the UK and 10 working days internationally. Within periods of high demand UK delivery may take up to 10 working days. For more information, visit our Delivery page.

Do you offer a gift message with my order?

We do not offer this, at this time.

What duties/levies will I have to pay on receiving my order?

All deliveries to destinations outside the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country.

All applicable duties, fees and any additional charges for customs clearance will be the responsibility of the customer.

Please note that this will also be the case if you are sending an item abroad as a gift.

Why do you charge for carrier bags?

This charge is only levied for stores in Wales, where government law dictates that carrier bags cost 5p per bag.

Returns & Refunds

I'm unhappy with my purchase(s) / my order is damaged. What can I do?

We guarantee to refund any item you are not completely happy with when you return it to us in its original condition within 28 days of receipt. You must return the goods unused, unaltered and in a saleable condition.

I'd like to cancel or return my order and/or get a refund…

If you live in the UK:

  • For a refund, use your Freepost label to post back the items within 28 days of dispatch (with the dispatch and returns note), or return to any UK store and you will be refunded for the cost of the items and any applicable delivery charges. Please note that you cannot return store-bought items by post.
  • To cancel, you have a 7-day 'cooling off period', starting from the day after your receive your order. You'll be refunded any delivery charges, but not the cost of posting back to us.
  • Our returns and refunds policy also includes sale items.

If you live overseas:

  • If you live overseas, simply post back the items within 28 days of the purchase date (with the dispatch and returns note), and you will be refunded for the cost of the items and any applicable delivery charges. Please note that, unless there's a fault or damage to your order, we do not refund the postal costs of returning it to us.

I've lost my dispatch and returns note…

Please contact Customer Services, who will be happy to arrange for a replacement.

Is anything excluded from a refund?

Refunds are not processed in outlets or department store concessions, and in the interests of hygiene, cannot be accepted on jewellery, swimwear or underwear unless faulty. We cannot accept refunds on fragrance if the packaging has been opened. Please note that PayPal orders cannot be processed in store and should be returned to our warehouse using your returns note for a refund to your PayPal account.

When do I get the refund?

In store, cash purchases will be refunded in cash, so the refund will be instantaneous. Card purchases are processed on the card you made the purchase with. Once we have received the order in our warehouse, we will process the refund within 2 days. After an additional 2-3 days, the refund will show in your account. PayPal orders cannot be processed in store and should be returned for a refund to your PayPal account.

If I return a gift, who gets the refund?

Returning via post: Refunds are credited to the payment card, so the refund will go back to the person who bought the gift. Please note that we cannot offer gift receipts for online purchases. Returning via store: Refunds are credited in the same payment method as purchased; if the gift was purchased by card and you don't have a receipt, we can only offer an exchange.

I have exceeded the time limit for a full refund, what do I do?

We are unable to offer refunds after the 28 day limit, as stated in our policy.

Can I return an item without a receipt or labels in the product?

If you are returning an item without a receipt, you'll be given a goodwill exchange or refund of the most recent price, which may be a sales price. Goods must be returned in a resaleable condition, so if they have had labels cut or removed, we reserve the right to refuse a refund.

How will my transaction show on my bank statement?

Each item returned is refunded separately and will show on your statement as a refund/credit from austinreed.com. We will refund the payment card used when making your purchase.

Gift Vouchers, Loyalty Cards and Promotion Codes

Gift Vouchers

What gift vouchers do you offer, and how can I get one?

We offer gift vouchers in denominations of £5, £10, £20 and £50, valid in all UK stores, but unfortunately not valid online or in Ireland. They are available to order in stores and can also be ordered over the phone on +44 (0) 844 800 2977 or online.

Gift vouchers ordered over the phone take up to 5 working days to arrive and are sent by Recorded Delivery. Gift vouchers can also be purchased online, and are subject to the same delivery timescales as a normal order. Our gift vouchers come enclosed in a smart card and envelope presentation. We currently do not offer a gift messaging service. Read our full terms and conditions here.

I made a purchase with a gift voucher, but need to return it or get a refund...

A purchase made with gift vouchers will be refunded in gift vouchers.

Can I order multiple gift vouchers to different addresses?

Yes, but this can only be carried out in stores. Use our Store Locator to find the store nearest to you.

Can I get discount if I order gift vouchers in bulk?

We offer many corporate services, including discounts on bulk purchases. For more details about our Corporate Services email: customer.services@austinreed.com

When does my gift voucher expire?

Our gift vouchers expire one year after purchase. We cannot replace lost or stolen gift vouchers.

My gift card has got lost/been stolen?

We regret that we cannot replace lost or stolen gift vouchers.

Can I use my gift voucher(s) online?

Gift vouchers can only be used in store. They cannot currently be processed online or in Ireland, but you can send them to customer services for a refund against your online purchase.

Loyalty Cards

What is your loyalty card service, and how can I get one?

Our loyalty cards are a way of earning back each time you shop. As a loyalty card holder, you'll receive 5p per £1, which equates to 5% back, plus a voucher for every £200 spent. Sign up in store or online for your card. Read our full terms and conditions on our Loyalty Card page.

Can I use my loyalty card online?

You can receive points online by simply entering your card number when prompted at the checkout.
Vouchers earned through using your card cannot be used against purchases online.

What are the benefits of the loyalty card?

As a loyalty card holder, you'll receive:

  • Exclusive seasonal promotions
  • Advance notification of our sales
  • Invitations to local Loyalty Card Holder events
  • Notification of new store openings in your area

Promotion Codes

How can I tell if my promotion code worked?

The payment page 'Order Summary' box, on the right hand side, shows whether any promotions have been deducted from the order total. If a promotion is not working please refer to the terms and conditions of the offer to see if your order meets the correct criteria.

My promotion code won't work?

If a promotion is not working please refer to the terms and conditions of the offer to see if your order meets the correct criteria. You can also contact customer services if the above does not resolve your issue.

Can I use more than one promotion code for my order?

It depends on the offer. Some of our promotion codes are not applicable in conjuction with other offers - please check our T&Cs for further details

When does my promotion code expire?

Please check the terms and conditions of the associated offer for more information. If you require assistance, please contact customer services.

Finding a Product

How do I find a product on the website?

  • Use the tabs at the top of the page, which list out relevant shopping categories
  • Enter a product code or keyword into our 'Search' box in the top right corner of the website
  • Use our Site Map to navigate directly to a page
  • Use our Store Locator to see if your local store has the product in stock

Where do I find the product code/style number?

Each product's style number (SKU) is listed next to the item above its image, as 'style number: 0108162208'

Why is the product I want out of stock on the website when I saw it in store?

Stock in stores and stock on the website are treated differently. When new items become available, store stock is delivered directly, whilst online stock comes from the warehouse.

Sometimes the stock reserved for online orders sells out quickly, while the store still has some of its stock available to sell.

Can I find out when an out of stock product will be available?

Our collections have strictly limited stock which is not replenished. However, we launch new collections each week and take on board styles which customers like, so it's possible that a sold out style may be reworked for a new collection or season.

Can I check which stores have the item I'm looking for?

Yes. Simply use our Store Locator to find the contact details of your nearest store.

I'm entering a product code/style number online, but nothing is showing up?

Make sure the details are correct in the 'Search' box, and take out any spaces or special characters if using a product code/style number(SKU). If you're searching by keyword, check for typing errors or misspellings. Broaden your search by using fewer keywords. If the product is not shown, the product is not available, either because it has sold out, or has not yet launched on the website.

Can I write a product review?

Yes, simply click on 'Write a review' when you are on an individual product detail page.

I'm looking for a specific product that I've seen. Can I reserve it for store collection?

Yes. Our FREE Click & Collect service enables you to order any product online and pick it up from your nearest participating store.

How do I find the right size?

  • Click the 'Size Guide' ruler symbol next to a product for our pop-up size guide
  • Visit the Austin Reed Size Guide page for more detailed information
  • Click the appropriate number or letter in the 'Select Size' section underneath the product

How do I find out your latest offers?

You can sign up to our online newsletter for weekly emails about special offers, as well as styling advice and tips.

Why do you have different offers online to instore?

We endeavour to match any offer we carry in-store on the website, however, due to logistics, and the checkout process online, this isn't always possible.

I can't find something I've seen in a magazine, newspaper or on TV?

Products featured in press are often in high demand, so it's possible that they will have sold out. You can identify which products have been advertised by a small circle on the product listing.

Technical Issues & Policies

What are 'Cookies'?

Cookies are small, harmless files which are stored to remember your online habits and allow for a more tailored shopping experience. Certain cookies are also required to use this website fully. To find out more, and choose to opt out if you wish, visit our Privacy and Cookies page.

What are your 'Terms & Conditions'?

More information can be found on our Terms & Conditions page.

What is your 'Privacy Policy'?

More information can be found on our Privacy Policy page.

Which browsers are compatible with your website?

Our site has been optimised for use with the latest versions of the most popular browsers; click below to download them.

What is your 'Accessiblity' policy?

Visit our Privacy Policy page for more information.

What's your commitment to ethical, social and environmental issues?

We aim to be a responsible business. Our policies on the environment include recycling, improving energy efficiency and reducing waste, whilst ethical practices include fair wages and working conditions. Find out more from our Corporate Social Responsibility page.

Why am I receiving an error message?

  • Click 'Back' on your browser and continue shopping.
  • If the error occurs again, click the 'Refresh' button on your browser, or go back to the Homepage.
  • If it is a technical issue, please contact Customer Services with details of the error (e.g. 404), your browser version (e.g. Google Chrome) and operating system (e.g. Windows XP).

What are "Phishing" (spoof) emails?

Phishing emails impersonate well-known companies or businesses in an attempt to claim sensitive data such as account, card and bank details.

We never ask, for any reason, any of the following via email:

  • Confirmation, or details, of your card number, PIN or security code
  • Your National Insurance Number or VAT registration number
  • Your mother's maiden name or other information that could be used to identify you (such as your birth city or your favourite pet's name)
  • Your Austin Reed password

If you think you've received one of these emails, please ignore it and contact Customer Services immediately. For more help, click here for our full Privacy & Security policy.

Is your site available in other languages?

We currently do not offer this functionality, but you may be able to translate the website via a plugin.

The 'Select Size' box does not work?

  • Click 'Back' on your browser and continue shopping.
  • If the error occurs again, click the 'Refresh' button on your browser, or go back to the Homepage.
  • If it is a technical issue, please contact Customer Services with details of the error (e.g. 404), your browser version (e.g. Google Chrome) and operating system (e.g. Windows XP).

About Us

For more information about Austin Reed:

For Press releases: Visit our Press page or check our Blog coverage.
For our charity work: Visit our Charity Partners page.