Frequently Asked Questions


Please select one of the below options:

REGISTRATION, YOUR ACCOUNT & THE NEWSLETTER

SHOPPING 

PAYMENT & ORDERS

DELIVERY 

RETURNS & REFUNDS

TECHNICAL

GET IN TOUCH

 


REGISTRATION, YOUR ACCOUNT & THE NEWSLETTER

 

DO I NEED TO SIGN UP?

No you do not have to sign up, the check out area provides you the option to be a guest. We do suggest that you set up an account; this will allow you to order without having to enter in your details every time you would like to shop. You can set up an account right now, or you can start shopping straight away and set up your account when you check out, whichever suits you best. 

HOW DO I CHANGE DETAILS ON MY ACCOUNT?

Once you have signed up, you will be able to log into My Account anytime you like. This is the place to go if you want to change your password, delivery information, email address or e-mail preferences.

WHAT IS THE BEN SHERMAN NEWSLETTER?

To stay connected with the latest news, looks and updates from Ben Sherman, sign up to receive our bi-weekly Newsletter. You can do this by setting up an account or using the link on the lower right of the homepage.  

WHAT IS MY WISHLIST?

The Wish List is created especially for your convenience. You can save the products you like, share them with others and buy them when you’re ready. You can organise your selection into different lists and then shop them whenever you want.

HOW DO I CANCEL MY ACCOUNT?

You can cancel your account by sending and e-mail to WebHelp@BenSherman.co.uk. Your account will be reviewed and cancelled within 1 working day.

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SHOPPING

 

HOW DO I SEARCH FOR A PRODUCT?

You can use the Search Box on the homepage to type in the product code or a description of the item you are looking for. You can also use the clothing menus along the top of the homepage and the search categories within these menus.

HOW CAN I FIND OUT MORE ABOUT A BEN SHERMAN PRODUCT?

When you see an item you like, click on the image of it. This will take you to the product page where you can find more details about the product including the name, code, price, description, available colours, size and fit guide, washing & care, delivery and shipping and returns. You can also see photographs of the front, back and detail shots of the fabric or pattern in use. 

DO YOU HAVE A SIZE AND FIT GUIDE?

Check out the Size And Fit Guide on the product pages for measurements and tips on how to get the perfect fit. Ben Sherman shirts are designed in two fits: Soho (slim) and Mod (regular). Our tailoring is designed in Camden (skinny fit) and Kings (slim fit). 

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PAYMENT & ORDERS

 

HOW DO I PLACE AN ORDER?

When you see an item you wish to purchase, click on the product and you will be taken to the product information page. Here, select the size and quantity, and then click Add To Basket. Follow the prompts to complete the payment. You can review your products before payment in My Basket.   

HOW DO I PAY FOR MY ORDER?

You can use Visa, Mastercard, American Express, Delta, Switch, Maestro, Solo and Visa Electron. We take security extremely seriously, so your details will be very safe with us. All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud at all times. We do not store your card details, these details are only being used by our payment partners SagePay and PayPal.

WHAT CURRENCIES CAN I USE?

You can pay using UK Pound Sterling (GBP) and Euros. 

WHEN WILL I BE CHARGED?

Once your card is authorised, payment will be taken. A confirmation email will then follow, sent to the email address entered in My Account or in the Guest check out.  If your card is not authorised, payment will not be taken, and you will be notified by a message on the screen that the authorisation has failed. Please bear in mind that even if a payment fails to be authorised, some card issuers may still reserve the money temporarily.

DO YOU SELL GIFT VOUCHERS FOR USE ONLINE?

We currently do not provide this service. 

CAN I USE A CREDIT NOTE OR GIFT VOUCHER ONLINE?

A credit note cannot be used for an online transaction, this is only valid in the store of purchase. 

VAT/SALES TAX

All prices on the web site are including (local) VAT / BTW/ Sales Tax.

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DELIVERY

 

WHAT ARE THE POSTAGE COSTS?

DestinationDelivery Method and CarrierEstimated Delivery Time from Order ConfirmationDelivery Charges (price per parcel)
United Kingdom, Channel Islands and the Isle of Man Standard – UK Mail 3-5 days £4 or free for product orders of £100 or more
United Kingdom, Channel Islands and the Isle of Man Next Working Day – UK Mail 1 day (delivered next working day on orders placed before 12pm) £6
Republic of Ireland & Europe (excluding Russia) Standard – Fedex 3-6 days €10 or free for product orders of €120 or more
Republic of Ireland & Europe (excluding Russia) Next Working Day – Fedex 1 day (delivered next working day on orders placed before 12pm) €18

Please note that orders placed after the Next Day Delivery cut off time will be delivered within 2 working days.

Next Day orders placed on holidays will also be delivered within 2 working days following the holiday.

CAN I CHANGE MY ORDER?

Once your order has been confirmed, it is not possible for you to change it prior to dispatch.

WHAT COURIER COMPANY DO YOU USE?

We use UK Mail for our UK deliveries and FedEx for our deliveries in Europe. The courier will deliver your parcel to the address specified by you in the check out. If the courier cannot deliver the parcel in the 1st attempt, than they will leave a card behind, which will indicate when the 2nd attempt will be made or how you can reschedule the delivery.

DO YOU DELIVER TO MY COUNTRY?

We deliver to the UK, Republic of Ireland, The Netherlands, Belgium, Germany, Austria, Denmark, Finland, Sweden, France, Spain, Portugal, Italy, Greece, Andorra, San Marino, Monaco, Corsica, Hungary and Czech Republic.

If your country isn’t in the list then please keep checking back as we hope to expand in the near future.

HAS MY ORDER BEEN DISPATCHED?

As soon as your order has been dispatched from our warehouse, we will send you an email to let you know. If you don't receive your order within the specified delivery time, please check your order using the UK Mail or Fedex tracking code supplied in the dispatch email. If you have any further queries, please contact Customer Care, and we will look into it for you.

CAN I TRACK MY ORDER?

UK customers: You can track your order by putting in your UK Mail tracking number into www.ukmail.com You can find this tracking number on your order confirmation email.

European customers: You can track your order by putting in your Fedex tracking number into www.fedex.com You can find this tracking number on your order confirmation email.

DO YOU DELIVER TO PO BOX ADDRESSES?

We do not deliver to PO Box addresses; parcels need a home, office or other location where the receiver can sign for the receipt of the parcel.

DO YOU DELIVER TO BFPO ADDRESSES?

Unfortunately we are unable to deliver to BFPO addresses.

A MISTAKE HAS BEEN MADE WITH MY ORDER!

If you have noticed that we have made a mistake with your order, please contact Customer Care and let us know. We will do what we can to sort this out for you. We aim to respond to all queries as soon as possible, so we’ll be in touch shortly.

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 RETURNS & REFUNDS

 

HOW DO I RETURN AN ITEM?

Simply peel off your sticky returns label that has been included in your shipment and affix to the front of your package. Please make sure you fill out the returns sheet and enclose in the package, stipulating the reason for return and sign to confirm.  Please see our returns policy for more details.

CAN I EXCHANGE MY PURCHASE?

If you require a different sized garment to what you have purchased, you will need to return your item to us for a full refund and then place a new order. 

CAN I RETURN MY PURCHASE TO A STORE?

Currently you cannot return your online purchases to one of our stores and visa versa. Your parcel has a free returns label included and can be returned by using your local mail service.

I HAVE A FAULTY ITEM!

At Ben Sherman, we pride ourselves on the quality of our product but if you think anything in your order is faulty, please get in touch with us within 28 days of delivery and we'll do all we can to rectify the situation. To return a faulty item, please fill out the returns note, citing ‘Faulty’ as the returns reason. Then briefly describe the fault and sign the note to complete. If we agree that the item was faulty we will refund all post and packaging costs, as well as the cost of the item of course. 

THE ITEM I RECEIVED WASN’T THE RIGHT ONE!

We’re ever so sorry you have had this problem - it is extremely rare that this happens. Please fill out the returns note, quoting ‘wrong item’ as the reason for return. If this is agreed by our returns team, your post and packaging charges will be fully refunded, along with the cost of the item of course.

HAVE YOU RECEIVED MY RETURN?

As soon as your return has been refunded by our warehouse, we'll email you to let you know. In the unlikely event that you don't receive this email within 28 days of posting your parcel to us, please get in touch with Customer Care, and we will investigate into the status of the return. Please do obtain a proof of shipment from your local mail company and note the return label number for your own records.

WHEN WILL I RECEIVE MY REFUND?

We will process a refund within 10 working days of receiving your parcel, and email to let you know we have received and processed it. After the receipt of this email please allow another 5-10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you're with. We will credit your refund to the same card or payment methodology you used when you placed your order. If we can't do this (perhaps your card has been declined, cancelled or has expired), we'll contact you.

 

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TECHNICAL

 

I CAN'T SIGN INTO MY ACCOUNT

When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us.

If you can't remember your password, just type your email address in to the 'Forgotten your Password' box on the sign-in page, and we'll send you a new password. You have six attempts to log in to your account, before you are locked out.

You can change your password, main email address or any of your other details at any time just by signing in to My Account.

WHY AM I NOT RECEIVING ANY EMAILS OR NEWSLETTERS?

One of the most common reasons for this is that your email account is identifying emails from us as junk mail, and they are being sent straight to your junk mail. To stop this from happening, add us to your email address book, then emails from us will be recognised as legitimate and should come through no problem.

HOW DOES MY SHOPPING BAG WORK?

Any item you add to your shopping bag will remain in the shopping bag until you complete your order or remove it. However, your order items are not reserved until you process payment, and you may find that if you leave it too long that item will sell out! So if you love something, our advice is to get it then and there to avoid disappointment.

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 GET IN TOUCH

 

HOW CAN I CONTACT YOU? 

You can find our contact details in  ‘Contact Us’ on the homepage or send directly an e-mail to WebHelp@BenSherman.co.uk

WHERE CAN I FIND A BEN SHERMAN STORE?

You can locate a Ben Sherman store on the ‘Store Finder’ found on the homepage of the website under ‘About Ben Sherman’.  

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