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 is £3.99 per order - This is a 3-5 day delivery service. Standard UK delivery is free for orders over £150.
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.
Collect+
Items can also be delivered to over 7,000 locations of your choice in 1-2 working days (Excludes Local, Public & Bank Holidays. Selected Stores Only).
Collect+ is £3.99 per order. For all further queries relating to our collect+ service, please visit our Collect Plus page.
International Delivery
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 02920 101 487 (09:00 – 17:30 Monday to Saturday / 11:00am – 17:00pm on Sundays. Please Note: our office is closed on Christmas Day, New Year's Day, and Easter Sunday) or by e-mail at customerservices@austinreed.com
What is the returns policy for products bought online?
We will be happy 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.
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 02920 101 432 (09:00 – 17:30 Monday to Saturday / 11:00am – 17:00pm on Sundays. Please Note: our office is closed on Christmas Day, New Year's Day, and Easter Sunday) or by e-mail at customer.services@jaeger.co.uk 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, swimwear may only be returned to us if the hygiene strip has not been removed
UK Returns
In Store
You cannot return items to an Austin Reed concession.
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 dispatch 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. We would also recommend that you use a postal service that insures you for the value of goods that you are returning
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.
International Returns
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, 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 allow 10 working days after our receipt of the goods for the credit to appear on your account. Please contact Customer Services on telephone number +44 29 2010 1487 (09:00 – 17:30 Monday to Saturday / 11:00am – 17:00pm on Sundays. 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.
