Frequently Asked Questions

Signing Up/My Account

Do I need to sign up?

In a word - yes. Setting up an account will allow you to order without having to enter in your details every time you would like to shop, and will give you benefits such as exclusive discounts, special offers and collection previews.

You can set up an account right now, or you can start shopping straight away and set your account up when you check out, whichever suits you best.

How do I sign up for the Ben Sherman VIP mailing list?

The best way to sign up to our fortnightly newsletter is to set up an account. You don't have to buy anything at that time, but when you do want to start shopping, this will make the process much quicker and easier.

Alternatively, you can click here and sign up to the newsletter straight away.

My Account

Once you have signed up, you'll 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 card details.

If you haven't visited us in a while, it's worth checking My Account to ensure your details are up to date.

Getting the perfect fit!

Do you have a size guide?

Absolutely! Check out our womens and mens size guide for measurements and tips on how to get the perfect fit. Don’t forget that our men’s shirts are designed for your size, but come in three fits. Soho (slim), Mod (regular) and Union (easy). Click here for further details on shirt fits. We also have a denim fit guide - coming very soon!

Payments

How do I pay for my order?

We like to give you plenty of payment options, so you can use any of the cards listed below (Please note we do NOT accept American Express). We also take security extremely seriously indeed, 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.

What currencies can I use?

You can pay using UK Pound Sterling (GBP).

When Will I be Charged?

Once your card is authorised, payment will be taken as soon as the goods are dispatched. A confirmation email when then follow, sent to the email address entered in My Account.

If your card is not authorised, payment will not be taken, and we'll email to let you know why your bank or card issuer wouldn't authorise the amount.

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?

I’m afraid we don’t at the moment. However this is something we may look at in the future, if demand calls for it!

Can I use a credit note or gift voucher online?

I’m afraid not. These are only accepted in store.

VAT

VAT is charged at the current rate.

Discounts

Where do I find discount codes?

When you sign up to an account, or to our fortnightly newsletters we will email you whenever a discount code becomes available for you to use. Also, don’t forget to become a fan of our facebook group, for added exclusive discounts. Please bear in mind that each discount code has its own terms and conditions so it's a good idea to check these out before you buy, to avoid disappointment.

How do I use my code?

Make sure you type your code into the discount box in Your Basket, and hit ‘apply’ to update your order. If it is not applied at this point, we can not apply it to the same order later on (though you might be able to use it on a subsequent order).

I forgot to use my discount code

I’m afraid that if you didn’t use your discount code before completing check out, we can not take this off your order retrospectively.

How do discount codes affect my right to return an order?

Discount codes do not affect your right to return an item in any way. The refunded amount will reflect the price paid for the item, so will take into account the discount deducted.

My Order

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 DHL 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?

Yes you can! Simply pop in your DHL tracking number into www.dhl.co.uk You can find this tracking number on your order confirmation email, along with the link to the DHL site that you need to follow.

You can also track your order status by signing in to My Account.

Can I change my order?

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

Can I cancel my order?

We dispatch our orders so quickly out of the warehouse that there is an extremely small window of time when an order may be cancelled. Please ring our Customer Services number on 028 3831 1617 straight away to see whether a cancellation is possible. Unfortunately, you will not be able to cancel any orders placed with the Next Day Delivery option.

A mistake has been made with my order

First off- our sincere apologies. 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.

Delivery Information

What courier company do you use?

We use DHL on all deliveries. The service we have elected to use is the Lifestyle Courier. This fantastic courier service means that if you miss your first attempt of delivery, a local courier will be on hand to re-arrange this for you- at your convenience, often delivering up to 9pm at night!

Do you deliver to my country?

I’m afraid we only deliver to the UK and Ireland currently. Please note that we can only process a Next Day Delivery service for UK deliveries.

Do you deliver to PO Box addresses?

Sadly, we can not deliver to PO Box addresses.

Delivery Options

Standard Delivery - UK

3-5 working days: £3.95

• Your order will be sent using DHL
• This will be on a lifestyle courier service.
• Please note that it is not possible for you to collect your order in person from our distribution centre.
• Unfortunately we can not deliver on a bank holiday. In this instance please expect your delivery on the next working day.

Next Day Delivery (UK only)

Available Monday to Friday, except bank holidays: £5.95

• From Monday to Friday, orders must be placed before 3.30pm to ensure delivery the next day.
• Orders placed before 3.30pm on a Friday will be delivered on Monday.
• Next Day Delivery orders placed on Saturday will be delivered on Tuesday, except bank holidays (UK Only).
• Unfortunately we can not deliver on a bank holiday. In this instance please expect your delivery on the next working day.
• Our next day delivery service only applies to UK Mainland and NI. It excludes all off-shore Islands (Channel Islands, Isle of Man, Isle of White etc) and also the Highlands and Islands of Scotland.

Ireland

Standard Delivery available only. 3-5 working days: £8.95

• Your order will be sent using DHL
• This will be on a lifestyle courier service.
• Please note that it is not possible for you to collect your order in person from our distribution centre.
• Unfortunately we can not deliver on a bank holiday. In this instance please expect your delivery on the next working day.

Returns

How do I return an item?

We sincerely hope that you’re so happy with your Ben Sherman purchase that you will never want to make a return, but if you ever do need to send anything back to us, it’s very easy to do.

Simply peel off your sticky returns label from your delivery sheet, 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.

I need a size up/down. Can I get an exchange for a different size on my item without paying delivery again?

We appreciate that when buying online, it may take a couple of goes to discover the right size for you. So if you require a size up or down on the garment you have purchased, we can arrange (stock permitting) for this to be sent out to you, for no additional delivery cost.

Simply ring customer services on 028 3831 1617 for assistance.

Do you accept online returns in your stores?

We do not accept online returns in either our stores or our concessions at this time.

I have received 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 30 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.

Alternatively, please contact Customer Care, and let us know the following details:

• Your Order Number
• Product Code/Product Name
• Details of the fault

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 package 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 processed by our warehouse, we'll email you to let you know. In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with Customer Care, and we will investigate into the status of the return.

If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

When will I receive my refund?

We will process a refund within 5 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, and I’m afraid is something we have no control over.

We will credit your refund to the same card 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 send a cheque to your billing address.

Why have you not refunded the delivery charge?

We are sorry, but this charge is non-refundable as it pays for the service of delivery, which you received.

However, if we sent you the wrong item or faulty item, just contact Customer Care or stipulate this on your returns note alongside details of the fault- if Ben Sherman acknowledge this fault also we will not deduct the £3.50 returns post charge from your credited amount.

I have lost my returns note

If you have mislaid your returns note, click here to download a PDF version. Please follow the instructions at the top of the note, which you will need to include with your returns parcel, in order for us to process your return. Unfortunately, your returns note contained the sticky label required to begin the process where the cost of return is deducted from your credited amount at our end of things. This means that you will have to take your parcel to the post office, and pay for the return postage up front. We strongly recommend that you opt for recorded delivery, as we can not be held responsible for any parcels lost in the post, and we will not be able to credit your refund if receipt of postage is not obtained.

Technical Problems

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.

I am not receiving any emails or newsletters from you- where have they gone?

One of the most common reasons for this 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, please add 'inbox@bensherman-news.com' to your email address book, then emails from us will be recognised as legitimate and should come through no problem.

If you have tried this and are still not getting the newsletter, make sure you typed in the right email address when you signed up with us. Just sign into My Account, or get in touch with Customer Care, and we'll do our best to sort it out for you.

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.

About Ben Sherman

Where are your stores?

In the UK, we have five stand alone stores; Carnaby Street, Lakeside, Reading, Manchester, Birmingham. Of course, we are sold in a huge number of stockists up and down the country.

Accessibility

Ben Sherman is committed to providing a website that is accessible to the widest possible audience, regardless of technology or ability.

We actively work to increase the accessibility and usability of our website and in doing so adhere to the available standards and guidelines.

Certain features on the website require the Adobe flash player to be viewed correctly. Click here to download.

About us

To find out about the history of our brand, click here. To flick through our video and image archives, visit www.benshermanpresents.com/hall-of-fame.

Returns Policy

For information on returns, see above.

If you would like to see our full Returns Policy, click here (Ben Sherman Terms & Conditions).

Privacy Policy

Click here to view our full Privacy Policy.

Contact bensherman.com

Can I contact you by phone?

We find it more efficient to answer your queries via email rather than phone. However, if your query is not answered by our FAQs and you would like to speak to a customer services representative over the phone, please ring our Lurgan-based switchboard on 028 3831 1617. The opening hours are 9am-5pm, Monday to Friday.

Customer Care

If you have not been able to answer your query by one of the entries on this page, please contact our Customer Care team who while get back to you as soon as they can. We aim to resolve all queries as soon as possible.

Press And Media Relations

For all press and media relations enquires please contact our PR agency, Exposure, using the email address hannahc@exposure.net.

Feedback

We are always looking at ways to make the site better, so if you have any ideas, we would love to hear them.

Email us: customerservices@bensherman.co.uk