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Frequently Asked Questions

Everything you need to know about shopping with Austin Reed - at a glance

Our stores

How do I find my nearest UK store?

Find a store and its contact details with our Store Locator

What services do you have in your stores?

How do I find a store outside of the UK?

Click on the relevant country on our ‘A Global Brand’ page

Customer Services

When is Customer Services open?

  • We are open 24 hours a day, 7 days a week, contact us by email customer.services@austinreed.co.uk or call 0044 (0)844 800 2977. Calls typically cost 8p/min – 12p/min from a landline and may vary depending upon the tariff charged by your provider (e.g. BT, Talk Talk, Virgin, etc.) for 0844 calls.

Your Account

How do I register for an account online?

  • Go to the Login page, and fill in your details
  • You can change your details at any time

Are my details secure?

  • Yes. You can log in using your email address and password unique to you
  • You can also opt out of saving your payment card details for future purchases

How do I see my purchase history?

The ‘My Account’ section shows you all the previous purchases you’ve made

Using Our Site

How do I find a product?

  • Use our navigation at the top of the page, which opens out into a helpful ‘mega-menu’
  • Or use the Search box at the top right of the page, and tell us what you’re looking for
  • If you can’t find it using a specific product code, it may have been discontinued

How do I find the right size?

  • On every product page, in the ‘Please select a size section’, is a Size Guide. It opens out to show you all the available sizing options and measurements
  • Our Men’s Suits and Men’s Shirts departments have additional guides to choosing the right fit

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?

  • For any order or product related questions, our customer care team are available 24 hours a day, 7 days a week by email customer.services@austinreed.co.uk or phone 0044 (0)844 800 2977. Calls typically cost 8p/min – 12p/min from a landline and may vary depending upon the tariff charged by your provider (e.g. BT, Talk Talk, Virgin, etc.) for 0844 calls.

How do you use my personal information?

  • When you shop online with us, we want your experience to be as pleasant as possible – and protect your personal information. See our Security and Privacy page

See more detailed information about using this site on our Terms and Conditions page

Your Order

Where’s my order?

We don’t offer online order tracking at this time; Contact Customer Services on customer.services@austinreed.co.uk or call 00 44 (0) 844 800 2977

How do you take payment?

  • For orders made online we accept payment by Mastercard, Visa, Visa Electron, Maestro, American Express, Delta and PayPal
  • We do not accept payment by Solo or cheque
  • Payment by PayPal can only be made online and cannot be processed in store
  • For online purchases we charge at the point of dispatch (and we’ll email you to let you know your order’s been dispatched)

I’ve got a promotion code. How do I use it?

  • Simply enter it in the box where prompted as you’re making your payment
  • Don’t forget to use it – we’re unable to apply it after you’ve made the payment
  • If it didn’t go through, we can offer a refund. Contact Customer Services on customer.services@austinreed.co.uk or call 00 44 (0) 844 800 2977

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

We’ll email you to let you now your order’s been dispatched. See more detailed information about payments on our Terms and Conditions

What’s Click & Collect?

Our Click & Collect in Store Service (UK only) lets you choose the store you want your order delivered to when you buy online.

  • Delivery to store is FREE
  • Select the store at checkout when you’re ordering online
  • The store will call you to arrange a time convenient to you
  • Bring a photo ID and a utility bill with your address on it

I’ve ordered a Click & Collect pickup, but need someone to pick it up for me…

  • Call the store, and give the full name of the person coming to collect
  • They need to bring a printout of your order confirmation e-mail, plus proof of their own identity: credit card, driving licence etc, so you can confirm they are the person the customer nominated to collect on their behalf

What happens if I don’t collect my order?

It gets returned to our distribution centre, and you'll be issued a refund. There’s more information on our Delivery page

How do I claim VAT?

Delivery

Where do you deliver to?

We deliver to all UK addresses and to over 90 countries internationally.

  • The ‘UK’ refers to all UK, Isle Of Man and BFPO (British Forces Post Office) addresses.
  • ‘International’ refers to countries overseas. Please view our delivery table to see if your country is eligible.

How much does delivery cost?

  • UK and International standard Delivery starts from £4.95. For the most up-to-date costings, please view our dedicated page.
  • Click & Collect – delivered to your nominated store – is FREE

How long will my order take?

  • If you live in the UK: up to 5 working days* (no Saturday delivery)
  • If you live overseas: up to 10 working days

*A working day is Monday to Friday, except Bank (public) Holidays. The delivery time might be longer if you live in a remote area, or if you order during times of high demand. See more information on our Delivery page

Returns and Refunds

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

…I live in the UK and bought online, and want to post it back

  • You have a 7-day ‘cooling off period’ in which to cancel and return your order
  • The 7-day period starts the day after you receive your order. You’ll get a full refund including delivery charges (but not the cost of posting it back to us)
  • You can also post it back within 28 days of dispatch (with the dispatch and returns note)

Post your returned order to Austin Reed Freepost, PO BOX WD83, Station Road, Thirsk, North Yorkshire, Y07 1QH, UK

…I live in the UK and bought online, and want to bring it back to a store

  • Find your nearest store with our Store Locator
  • Bring it back to us within 28 days of dispatch, along with your dispatch and returns note.

I’ve lost my dispatch and returns note...

Email Customer Services on customer.services@austinreed.co.uk or call 00 44 (0) 844 800 2977
Calls typically cost 8p/min – 12p/min from a landline and may vary depending upon the tariff charged by your provider (e.g. BT, Talk Talk, Virgin, etc.) for 0844 calls.

…I live in the UK and bought in store

  • You have 28 days to bring it back to us – make sure you have your receipt
  • All Hirewear, Made to Measure and Bespoke items must come back to the same store you ordered from

Find your nearest store with our Store Locator

…I live outside the UK and ordered online

  • You have 28 days to return an online purchase. The 28-day period starts with the date of purchase
  • Unless there’s a fault or damage to your order, we do not refund the postal costs of returning it to us

Post your returned order to: Austin Reed, International Online Returns, Station Road, Thirsk, North Yorkshire, Y07 1QH, UK

How does the refund process work?

  • Refunds are not processed in outlets or department store concessions
  • There are no refunds on jewellery or underwear

When do I get the refund?

  • Straight away if you paid by cash (the refund is made in cash)
  • Card purchases are processed on the card you made the purchase with
  • When we get your returned order back in our warehouse, we’ll make the refund to your account in 1-2 days.
  • In 2-3 more days the refund will show in your account

There’s more information here on refunds and returns on our Returns page:

PayPal orders

Orders paid for via PayPal cannot be returned to an Austin Reed store and should be returned by freepost (UK only) for a refund to your PayPal account. We regret we are unable to offer a free returns service for orders delivered outside of the UK. Refunds will be credited to the payment card or PayPal account used to make the original purchase.

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 return fragrance?

In the interests of hygiene and consumer safety, we are unable to accept returns where the fragrance packaging has been opened or damaged.

Gift Vouchers

What amounts are they available in?

We sell them in £5, £10, £20, and £50 denominations

Where can I buy them?

  • Gift vouchers can be bought in-store, and via telephone on 00 44 (0) 844 800 2977
  • Telephone purchases take up to 5 working days to arrive
  • We send them by Recorded Delivery

Do I need to buy a separate card for the vouchers?

  • No – all our gift vouchers come enclosed in a smart card and envelope presentation
  • We do not offer a personalised message service

I’ve been given gift vouchers. How long do I have to spend them?

  • Austin Reed gift vouchers have no expiry date
  • We cannot replace lost or stolen gift vouchers

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

More About Us

Where can I see your latest press releases?

You can download our press release PDFs from our Press Releases page

How do I get a catalogue?

Email Customer Services on customer.services@austinreed.co.uk or call 00 44 (0) 844 800 2977
Calls typically cost 8p/min – 12p/min from a landline and may vary depending upon the tariff charged by your provider (e.g. BT, Talk Talk, Virgin, etc.) for 0844 calls.

Where are your Terms and Conditions?

See more information about all aspects of using this site and shopping with us on ourTerms and Conditions page

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

Find out more from our Corporate Responsibility page

Where do you post jobs at Austin Reed Group?

What social media are you on?

What corporate services do you offer?

To discuss corporate gifts and payment options, contact Corporate Services on corporateservices@austinreed.co.uk or 0044(0) 207 534 7785

How do I contact you for international opportunities?

To discuss becoming part of the Austin Reed Group’s global network, email international@austinreed.co.uk