Help Suit Direct

Help

This is our Help and FAQ's area, you should be able to find all the answers you need but if you cannot find what you are looking for please do not hesitate to contact us with any queries you may have.

Questions about placing an order

My login details/password won't work

Click on login / register at top of the page. This will take you to the login page, where you can click on "Forgotten password?". You will find this link below the password section. Enter your email address that you registered with and click the "Continue" button. The system will automatically send you a link to reset your password to the email address that you gave when you registered. If you forgot which email address you had used or are having problems please contact us via the support department on the contact us page.

Other problems with the website

If you are having any other issues with the website, please visit the contact us page for ways you can contact us. It is very helpful for us if you provide the following information:
Your operating system (e.g. Windows XP, Mac OS 9.0)
Internet browser (Internet Explorer 6, Firefox 1.0.4)
The URL of the page you had the issue (e.g. http://suitdirect.co.uk/shop/home.html)
When the problem occurred (date/time)
Any error message you saw (please copy and paste the message)

I have just placed my order, can I change my order?

Yes, it is possible to change your order but you will need to contact our customer service team as soon as possible after placing your order. We cannot guarantee that we will be able to make the changes you request. One of our customer services team will contact you to let you know if it is possible to accommodate your request. Please visit our contact us section for methods of contact and please provide as much informaton as possible and please ensure you quote your order number on any email correspondence.

Can I cancel my order?

Yes, it is possible to cancel your order but you will need to contact our customer service team as soon as possible after placing your order. We cannot guarantee that we will be able to cancel the order as our warehouse may have processed and despatched the order before your query is received and processed. One of our customer services team will contact you to let you know if it is possible to accommodate your request. Please visit our contact us section for methods of contact and please ensure you quote your order number on any email correspondence.

Questions about payment

What cards do you accept?

We accept Visa (including Delta and Electron), Mastercard, UK Maestro, JCB and Solo cards. We don't accept cheques, AMEX or Dinerscards.

What currencies can I pay in?

Currently we only accept payments in £ sterling.

Is it safe to order online?

www.suitdirect.co.uk is secure and we realise how important it is to securely store any information that you provide, so we maintain the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously. You can tell whether a page is secure as 'https' will replace the 'http' at the front of the suitdirect.co.uk in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.

I have a discount or offer code. How do I use it?

You can apply the discount or offer code in the view bag section. Only one code may be redeemed per order and there is a maximum of one code per person for a particular promotion. A minimum purchase price (inclusive of VAT) may be specified on the voucher or code. The discount code is redeemable on or before the expiry date specified in the voucher and may not be exchanged for cash.

You have refunded the wrong amount?

When we calculate the amount to refund you, we take into account any vouchers or promotions in the original purchase and also whether you are entitled to a refund on the delivery charge. If you think we have incorrectly calculated the refund amount, please visit our contact us section for methods of contact and provide us with your order number and details of what you think the refund should be. Once we have reviewed this we will get back in touch as soon as we possibly can to resolve any issues highlighted.

Question About Delivery

How much is your delivery charge?

Please visit the delivery & returns section for a summary of all our delivery charges.

How long will it take for my order to arrive?

Please visit the delivery & returns section for a summary of all our delivery times.

Which courier do you use?

We use UK Mail for all deliveries made within the UK. The courier on overseas orders may vary dependant on the destination country.

Can I have the goods delivered to someone else?

When you register, you will be asked to provide an address in your account details. If you want to change the delivery address after you have created your account, you can do so either by going to Manage my address book in my account section and add your new delivery address. Alternatively, when you get to the checkout confirmation page click on "change address" under the delivery address and select the appropriate address or add a new one. If your order has already been placed please follow the procedure in Can I change my order. We cannot guarantee that we will be able to change the delivery address after an order is placed.

Can you leave my delivery with a neighbour/in the garden?

We are happy to forward your request on to the courier, you will need to email or phone our customer service team as soon as possible after placing your order, we cannot guarantee any requests made will be upheld.

Do you deliver outside the UK?

Yes, we do deliver outside the UK, please visit the delivery & returns section for full details of destinations, costs and estimated delivery times.

Can I track my order?

If your order has not arrived in the time advised please visit our contact us section to view the methods of contact. Our customer service team will respond to you as soon as possible informing you of the status of your order and to answer any queries you may have.

Questions About Returns

I want to return an item

you would like to return an item, for whatever reason, you may do so provided we receive the goods within 28 days after the day you received them. Unfortunately we cannot accept returns of any item which has been altered to your specifications. We also cannot accept a return more than 28 days after you have received the item. Please visit the delivery & returns section for instructions on how to return an item.

I have worn my item. Can I still return it?

The item must be in its original packaging, with the relevant tags still in place and in a condition that would enable us to sell the item to someone else as new. In the case of shoes, this means they must not have been worn outside. In the case of underwear and swimwear, the item must not have been worn.

Can I return an item to one of your stores?

Items may be returned to stores for refund or exchange. Unfortunately we are unable to process refunds in store for customers who have paid for goods via Paypal. Please note: Some items may not be available in all stores for exchange.

Do I have to pay to return the item?

If you are a UK resident the returns process is free. If you are an overseas customer outside the UK then you will have to pay for the return of an item, please visit the delivery & returns section for instructions on how to return an item.

Can I exchange an item?

We do not offer an exchange service. If you wish to exchange an item you need to return it and place a new order for the replacement item.

I returned an item, but you say you have not received it

The item is your responsibility until we receive it.

Question About a Product

The product/size I want is not showing

We do not show products on the site that are not currently available. Where a size is not currently available, this will be indicated next to the size. We get frequent deliveries of stock. Please select the sales department on the contact us page to find out if the product is due in soon.

What size do I need to order?

Please visit our fit guide located within our Help & advice section for information on our fits and whether they are right for you. Within this section you will also find size charts designed to help you find the right size and also give advice on the different fits of each of our products, again to find the right product for you. Should you have any issues with regards to the sizing you have complete peace of mind with our 28 day return policy which is FREE on all UK orders.

I need more information about a product

On each product page, you will find a description of the product, its relevant features, including fabric and care instructions. You can also view the sizing information by clicking the size guide icon on each product page.

Do you have a catalogue?

We don't currently produce a print catalogue. You can find all our products on the website, which is updated regularly as new products arrive.

Can I buy these items in a shop?

You can find a list of our stores on our store locator section of the site. Some of the products on this site may not be available in every store. Please call the store to find out whether your desired item is available before you make a visit.

Are all the items I can see on the site available to buy?

All of the items you see are available to buy. If a particular size is not available on a particular product then you will not be able to see this size as an option. You can contact our customer service team to try and help you locate the size you need or to inform you when the size is back in stock.