Frequently Asked Questions
- Where can I find the location and contact details of my nearest Austin Reed Store?
We have been closely monitoring the updates of the COVID-19 (Corona Virus) situation and the extraordinary times we are in. As the situation continues to impact upon us, the safety and wellbeing of our Austin Reed customers and staff is our highest priority. As a result to keep our community safe, we announce the temporary closure of all Austin Reed stores until further notice. This means our CollectPlus and returns/exchange service to Austin Reed stores is currently unavailable.
- What do you do with my personal details and are they secure?
We have taken every possible measure to make our website safe and secure for your peace of mind. We use the very latest SSL encryption technology and take the security of your personal data very seriously.
To check that you are in a secure area of our website, you will see a locked padlock in the bottom right of your browser. If the padlock is unlocked, you are not in a secure area and any of your personal details entered here will not be entirely safe.
Austin Reed (Jaeger Retail Limited) confirms that any personal information you supply to us will only be used in accordance with the registration that we have with the Information Commissioners Office. It will only be used for:
- Processing your orders
- For statistical or survey purposes to improve this website and its service to you
- To serve website content and advertisements to you
- To administer this website
- If you consent, to notify you of products or special offers that may be of interest to you.
- How can I change my personal details?
Before you order online, you will need to set up an account to make it faster for you at the checkout. If you have changed your name or address, you can automatically update your personal details by logging into your account and clicking on 'Account Information'.
- Where can I find out more about the sizing of the products you sell online?
Austin Reed has developed a useful guide to assist you with sizing details. To view, click our Size Guide.
If you are having trouble with the size guide or would prefer to talk to someone in person, please contact our customer service team seven days a week on telephone number +44 2920 101 487 (09:00 – 16:00 Monday to Friday. Saturday / Sunday - Closed. Please note our office is closed on Christmas Day, New Year's Day, and Easter Sunday)
- Where can I find out about the washing and care instructions for the products you sell online?
Wash and care instructions can be found inside the garment or associated packaging of any product sold by Austin Reed (where applicable).
- Are all of the products from Austin Reed available to buy online?
Unfortunately, all of our product range is not available online. We are continually updating our online catalogue to include as much of our High Street product as possible. If you are looking for a particular range and are unsure which store will have it, please contact our customer service team on telephone number +44 2920 101 487 (09:00 – 16:00 Monday to Friday. Saturday / Sunday - Closed. Please note our office is closed on Christmas Day, New Year's Day, and Easter Sunday).
- What will happen when I place my order?
The ordering process should be easy to follow as you move through the site. If you do have issues with ordering, or if anything is unclear, please email our customer service team at email@example.com or telephone number +44 2920 101 487 (09:00 – 16:00 Monday to Friday. Saturday / Sunday - Closed. Please Note: our office is closed on Christmas Day, New Year's Day, and Easter Sunday).
You will have the opportunity to enter payment details and review your order prior to confirming. The page includes a cost breakdown of the order and also indicates that you are in a secure section of the website. If you click back to the homepage from the secure location, you may receive a warning indicating that you are moving to and from a secure location.
Once the ‘Submit Order’ button is selected, providing that the order has successfully been completed (i.e. the customer has not been informed of any product being out of stock and his/her details are correct), you will be re-directed to the Order Confirmation page and will receive an order confirmation email that contains essential information relating to your order.
When your order is ready to be dispatched, you will receive an email indicating that the order will be with you in the near future.
- What if there is a problem placing my order online or I am not sure it has gone through?
If you believe you have placed an order but are unsure if it has gone through, log into your Account and check your orders. If your order does not appear on the list, you will need to place it again. If you are still unsure or you have used our guest checkout, please contact customer services on telephone number +44 2920 101 487 (09:00 – 16:00 Monday to Friday. Saturday / Sunday - Closed. Please Note: our office is closed on Christmas Day, New Year's Day, and Easter Sunday) or email firstname.lastname@example.org.
- Can I cancel or amend an order once I’ve placed it?
Your Right To Cancel
You have a right to cancel your order and if you choose to do so you will receive full refund. However you should note that in order for us to deliver orders to customers quickly and efficiently orders are processed and dispatched almost immediately upon order acknowledgement. This means in practice that we will be unable to impact delivery and you will receive the goods you ordered.
Therefore where goods have already been dispatched before cancellation, please return them to us in their original condition and packaging. Returns to Austin Reed should be returned to Austin Reed Online Returns, Edinburgh Woollen Mill Ltd, Langholm, Waverley Mills. DG13 0EB. Details and instructions are found on the reverse of the delivery note you receive in your order. Returned or cancelled goods need to be returned to us within 28 days of dispatch. Your account will be automatically credited the value of your order once we have received the items.
Amending an Order
For similar reasons of immediate processing and dispatch we are unable to amend orders once they are placed via our website. You must therefore check your order contains all the products you want prior to payment and confirmation as we will be unable to change the details thereafter. Similarly, you must also check your billing and delivery addresses since we will be unable to amend these after your order has been acknowledged. If you decide you don’t require an item after delivery you can always return it to us using the returns label for a full refund of your purchase price. We will only credit your account once we receive goods back to our processing centre.
- What types of payment can I use online?
We accept most major cards including Visa, MasterCard, Visa Debit, Switch/Maestro
Other Payment Methods
Customers can also use PayPal, Amazon Payments and Flexi Cash to pay for orders. All payment options are displayed at the checkout.
Please Note: We are unable to accept payment via cash, cheque or any method other than those listed above. Please call if you have any questions about payment methods
- When will you take payment for my order?
We will take payment from you when your order is placed.
- Can I track the status of my order?
Once you have ordered online, you will be able to track its status. Log onto your account, select 'My Orders' where you can then view the details of pending or completed orders. You will receive a confirmation email when you submit your order and also a dispatch email when your items are on the way.
Our returns policy does not affect your statutory rights.
- What is the returns policy for products bought online?
Due to COVID-19 we are currently experiencing some issues with receiving and processing returns which is causing some delay. We are working to resolve this issue as quickly as possible.
Extended Christmas Returns - Orders placed between 1st December to 24th December 2020 can be returned for a full refund up to 11th January 2021. Orders placed thereafter are eligible for our standard return policy of 28 days.
We will be happy to to offer you a full refund, if you return your purchase to us in its original condition within 28 days of receipt - i.e. in their original packaging, unworn, unwashed and complete with their original labels.
We reserve the right to refuse a refund for items returned that are not in a re-saleable condition. Unfortunately, we are unable to offer an exchange for any items being returned to our warehouse.
You do not need to inform us before you send us a return.
For items purchased using Amazon Payments please see returns and exchange information HERE
If we have made a mistake on an item sent to you, or it is faulty, damaged or of unsatisfactory quality, we will refund the delivery charges that you have paid to receive that item – unless it was sent to you with other items that you are not returning for any of the reasons above. If you do receive an incorrect, faulty or damaged item, please contact the Customer Service Team on telephone number +44 2920 101487 (09:00 – 16:00 Monday to Friday. Saturday / Sunday - Closed. Please Note: our office is closed on Christmas Day, New Year's Day, and Easter Sunday) or by e-mail at email@example.com who will be happy to help.
We will only refund the price of the item to the purchaser once it is received by us. Please allow up to 10 working days for the refund to show in the purchaser’s account.
For your Right to Cancel, please see the Contract and Contract Cancellation section of our terms and conditions.
Products We are Unable to Refund
Unfortunately, pierced jewelllery products cannot be returned for hygiene reasons. Swimwear may only be returned to us if the hygiene strip has not been removed
Returns to us by Post
You will find instructions enclosed with your order. You must complete the Returns Note attached to the Dispatch Note indicating the quantity you are returning and the reason for the return.
We offer a FREE returns policy, please find your free returns label attached to your despatch note
Keep details of goods returned, together with the remaining part of the Dispatch Note and Proof of Return Document, until you have received your refund, in case of the unlikely event of returned goods being lost in transit.
Please allow up to ten days for your goods to reach us.
Returns Paid by Amazon Payments
Goods purchased using Amazon Payments can not be exchanged or returned in store. Please instead follow the returns process above to receive a refund.
Items may be returned to us within 28 days from the date of receipt for a refund. All return postage costs are the responsibility of the customer. Address your package to: Austin Reed Online Returns, Austin Reed Online Returns. Edinburgh Woollen Mill Ltd, Langholm, Waverley Mills. DG13 0EB.
- Will you send me confirmation when you receive my parcel?
Unfortunately, Austin Reed is unable to directly confirm with the customer when we have received your returned items.
- How long will my refund take to process?
Once you have returned your online goods by post to our warehouse, the item will be checked.
Once processed, a credit transaction will be made for the returned goods directly back to the debit, credit or charge card you used to pay for the items on your original order. Please contact Customer Services on telephone number +44 2920 101 487 (09:00 – 16:00 Monday to Friday. Saturday / Sunday - Closed. Please Note: our office is closed on Christmas Day, New Year's Day, and Easter Sunday) if you have any queries.
Please allow 10 working days after our receipt of the goods for the credit to appear on your account.
- Can I obtain a refund on sale items?
Yes, all items purchased at sale prices online can be refunded.
- What are your delivery options and what charges do you apply?
UK Standard Delivery
Austin Reed online uses Yodel to deliver our orders.For deliveries to the Channel Islands, providing a relevant postcode prefix is provided, tax will be removed.
The standard charge for UK delivery is £3.99
UK Express Delivery
Express Delivery is £4.99 per order for next day arrival, if ordered before 3pm Mon-Thu or 2pm Fri (Please note: This excludes Sunday and Public Holidays)
For more information, please read our Delivery and Returns procedures.
We now offer delivery to selected international locations. For more information please see International Delivery.
- Can I have my order delivered to an alternative address?
You can chose whichever delivery address you prefer at the checkout, however the order cannot be 'split' between multiple addresses
- Will I have to sign for the delivery when it arrives?
A signature is not required.
- What happens if no one is in when my parcel arrives?
If no one is available at the address to receive your parcel, Yodel usually return it to your local Yodel office, awaiting your instructions. Unfortunately, Yodel do not always leave a card to advise that they have attempted delivery, so we would suggest that if you do not receive your parcel within the time-frame you expected it to be delivered, please check the status on the Yodel track & trace service. Alternatively, you can contact our Customer Service Team on telephone number +44 2920 101 487 (09:00 – 16:00 Monday to Friday. Saturday / Sunday - Closed.
- Everything Else
- How can I find out about events, sales and special offers?
By registering your email address with us. You can do this by entering your email address in the box at the foot of this page. We will keep you informed about company events and sales promotions. If you wish to stop receiving emails from us simply use the Manage Your Subscription link, which can be found at the foot of all our emails. If you encounter any problems please contact Customer Services.
- How can I contact Customer Services at Austin Reed?
If you wish to contact us, in relation to any aspects of our products or services, please do so using the following means:
Telephone:+44 2920 101 487 (09:00 – 16:00 Monday to Friday. Saturday / Sunday - Closed. Please Note: our office is closed on Christmas Day, New Year's Day, and Easter Sunday).
Post: Customer Services Department, Austin Reed, Jaeger Retail Limited, Unit A3, Hall Dene Way, Seaham, Durham, SR7 0PZ