Delivery & Returns Information for UK and Ireland

PLEASE NOTE: Your orders will not be affected by the planned Royal Mail Strikes

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 by 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.
• Warning: Next day delivery to Aberdeen will take two days.

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.

For more information about this, or any of our other services please see our Frequently Asked Questions page

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.

Important Note - In the interest of hygiene we are unable to refund or exchange underwear items.

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.