FAQ

HOW MUCH IS THE DELIVERY CHARGE?
DestinationCost
United Kingdom£5.00
Europe£25.00
USA/Canada£35.00
Rest of the World£45.00
WHERE IS MY ORDER CONFIRMATION/EMAIL?

To ensure the safe delivery of communications and e-vouchers to Gmail users, we recommend that you and the recipient of your e-voucher check your spam folders and add customercare@richardjames.co.uk to your My Contacts list. If you still find you are missing an email, please call us on 020 7434 0203 from the UK or +44 20 7434 0203 from the rest of the world.

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

We offer a guest checkout for a quick checkout, or register with us and you will be able to enjoy the following benefits through your Richard James account:

-Track your orders and review past purchases
-Cancel, return or exchange directly from your account
-Gain access to your Wish List and Recommendations
-Save your address and card details for faster shopping
-Manage your account details, order history and follow order status.

HOW DO I KNOW IF AN ITEM IS IN STOCK?

Only the items in stock are shown on our website. If an item is available in size Small and Large but not in Medium, then the choice of Medium from the dropdown list will not appear . Please be aware that even if an item is in your shopping basket, it can still be bought by another customer until you have completed your order.

WHICH PAYMENT METHODS DOES RICHARD JAMES ACCEPT?

We accept Visa, MasterCard, American Express, Visa Debit, Visa Delta, Electron, and Paypal.

DOES RICHARD JAMES SHIP TO POST OFFICE BOXES?

Please note that we are unable to deliver to Post Office boxes.

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 Sage Pay, which operates a 128-bit SSL encrypted system. Sage Pay is scanned quarterly by Trustwave, an independent Qualified Security Assessor (QSA) and an Approved Scanning Vendor (ASV) for the payment card brands. 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 you might like to check your local customs for more information.

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.

HOW SOON CAN I GET MY ORDER?
DestinationDelivery Time
United Kingdom0-2 working days
Europe3-5 working days
USA/Canada3-5 working days
Rest of the World3-5 working days

The delivery time  will be between 9am – 5pm, for outside of London and international deliveries, and between 12pm - 7pm for the same day London delivery.
With a London delivery, Addison Lee will leave a calling card and also contact the receiver, if the receiver is not precent. The parcel will go back to the depo, until contact is made and a new delivery arranged. 
With outside London and international (overnight service), the courier service which is used (this will vary according to the destination) will leave a calling card for the customer to call and arrange a new delivery.

WHAT PACKAGING WILL MY ORDER BE SHIPPED IN?

Your orders will be packed in one of our signature Richard James boxes, then in the courier bags.

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.

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 for the specified delivery times.

CAN I ADD ITEMS TO AN EXISTING ORDER?

It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

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, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Order Status'.

WHERE IS MY ORDER?

We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Richard James is not responsible for any delays caused by destination customs clearance processes.

HOW CAN I CANCEL MY ORDER?

If you are based in the EU, under the Consumer Protection Regulations 2000 (DSRs) you have the right to cancel your order with us, provided you notify us within seven working days of receipt. Sign into your account and under 'My Orders', select the order number which you would like to cancel and follow the instruction. We recommend that you insure the return shipment as you are liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us at Richard James E-commerce, 29 Savile Row, W1S 2EY, London, UK, and that you retain proof of sending, in case of a dispute. Please note that you must cover the cost of the return shipment, as our free return service does not apply to orders cancelled under the Distance Selling Regulations. All items must be returned unused, in their original condition and from the country that the order was delivered to. We will refund the full value of your order, including shipping costs, within 30 days of receiving your notice of contract cancellation provided that the cancelled order being received at our warehouse. Please note you may only use your right to cancel the order under the DSRs if you give us formal notice of cancellation within seven working days of receiving the order, as described above.

HOW DO I RETURN OR EXCHANGE AN ITEM?

We offer free returns and exchanges service. Please let us know your intention of returns/exchanges within seven days of receiving your order and return the items within 21 days of receiving your order.

(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 drop off the items at any post office using our complementary return label. Please send the items back unused and in the original packaging - including labels - within 21 days of receiving your order.
*For international customers, returns are at your own cost. Please send your returns via a traceable method using your normal postal service and mark your package clearly as ‘Returned Goods’ to avoid delays at customs. Please retain your shipping documentation.
RETURN ADDRESS: Richard James E-commerce, 29 Savile Row, London W1S 2EY, UK.
(3) You are also very welcome to return items to our Savile Row store where we can help you personally, though refunds will be made by our online customer care team.

RETURNS POLICY

Items should be returned new, unused and with all garment tags still attached. In addition, shoes should be returned in their original, undamaged shoe box as this is considered part of the product. We may not 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 your items back to us in the original packaging provided.

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 the DSRs only. Shipping costs will not be refunded. If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside 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.

DO YOU OFFER AN ALTERATION SERVICE?

We offer a professional alteration service. Please bring or send the item that needs to be altered to our Savile Row shop.

JacketTrousers
£25 square back neck£15 plain hem
£60 take in/out side seems£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 
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 this. To register to buy with Richard James, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

WHAT IS MY WISH LIST?

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

HOW DO I CREATE A WISH LIST?

To create a Wish List you will need to be registered and signed in on Richard James. When browsing, use 'add to Wish List' on the product page and items will automatically be added to your Wish List. Your Wish List can be found in the My Account section. Select 'Remove' on the top right of an image in your Wish List if you would like to delete it.

NEED MORE HELP?

Speak to Customer Care for further information - Email customercare@richardjames.co.uk or call 020 7434 0203 from the UK or +44 20 7434 0203 from the rest of the world. Calls & emails will be answered between 10am-6pm, Monday-Friday (UK time).

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  • Exclusive pre-sale and other invitations

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