CUSTOMER SERVICE

FAQs

We (size.co.uk) are committed to protecting your privacy. This privacy policy explains what personal information is collected from you via this Web Site and what we do with that information. It forms part of our terms and conditions, which we may amend from time to time. By using this Web Site you agree to the way in which we process your personal information as outlined in this policy.

Product Information

Q. Do you have a size chart?

Yes and you can see it here or by clicking on the size chart tab when viewing a product.

Q. I've found the product I want but can't select my size

This usually means we are out of stock in that size. We do re-stock some of our lines however so it may be worth dropping an email to our Customer Service team, quoting the product code and we’ll let you know if the item will be available again.

It’s worth noting that products which have been reduced in Sale are very unlikely to be restocked.

Alternatively, you could send an email to Stock Inquiries and they’ll let you know if any of your local size? stores has stock available.

Q. I cannot find the product I’m looking for. Does this mean you don’t stock the item?

Possibly, or it may mean we’re temporarily out of stock. Send our Customer Service team an email with as much information about the product as possible and we’ll let you know if we stock the item and if it will be available again.

Q. I've seen a product online. Will my local size? have it too?

They may. Send an email to Stock Inquiries with the product number, your size and location and our team will check your nearest size? stores.

If you prefer, you can use our Store Finder to get the phone number and locations of your local size? stores and and ask them yourself.

Q. I’ve seen something advertised but cannot find it online?

Get in touch with our Customer Service team and give them as many details as possible. Where you saw it, the brand, style name and colourway if possible. We’ll do our best to track it down.

Q. Can you give me any more information on a product?

We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, which you can zoom in on to get a closer look at the details.

If you do need any more info send an email to our Customer Service team and we'll do our best to help you out.

Q. Are the pictures shown on the site an accurate representation of the actual product?

We make a huge effort during the photography process to ensure the images you see online are as close to the real thing as possible. It’s worth noting that all monitors have different colour settings so use the zoom functionality to get a close up view of the items and check the product description for information on the colourway.

My Order

Q. Has my order been sent yet?

We understand you want your new size? gear as soon as possible so we’ll email you as soon as it’s been despatched to let you know. We'll also send you a link which you can use to access our couriers website to track the delivery.

Q. Can I track my order?

When we ship your order we will send you an email explaining that your order has been despatched, and a link so that you can track your order.

Please remember that what you see on the carriers tracking system will be behind where the consignment really is due to the delay in the information being received by our couriers when they collect from us. As a guideline for UK orders please allow up to 12 hours for your information to be received. For orders to Ireland please allow up to 24 hours.

Tracking may not be available on some International orders. Please allow the full delivery time before contacting.

To check on the progress of your Giftcard order please call 0871 200 0648 or email size@voucherexpress.co.uk

Q. Can I cancel my order?

Once the order is placed you cannot cancel it. There will be a free returns sticker enclosed within your package so please post it back to us using this.

Q. Can I change or add items to my order?

Unfortunately, once the order has been placed we can't change it before despatch. Sorry.

Q. You've sent me the wrong items

We're only human and occasionally mistakes can happen. If it’s happened to you we’re very sorry and we’ll do our best to get the right items to you as soon as possible. Get in touch with our Customer Service team and let us know.

Q. Part of my order is missing?

Sometimes we don’t send everything you ordered at the same time. Please check your despatch note or emails for more information on whether the remainder of your order will follow. If we have not been able to supply all the items in your order we’ll email you to let you know and only take payment for what we have despatched.

If the delivery note says an item should be in your parcel but isn’t, please contact Customer Service and we’ll look into it.

Payment & Security

Q. Which methods of payments can I use?

You can pay using any of the following methods.

Cards we accept

We take security very seriously so you can rest assure when you enter any of your details they’ll be safe with us.

If you pay using Paypal, you will not be able to return items to size? stores. This is because our tills are unable to process those Paypal returns. Sorry if this is an inconvenience.

Q. What is Mastercard SecureCode?

As an extra layer of security, Maestro customers can now benefit from Mastercard SecureCode. For more information on Mastercard Securecode please read What is Mastercard SecureCode?

Q. Can I use my size? Giftcard to pay Online?

Not at the moment but we are working on it. Register to the site and we’ll make sure you’re one of the first to know when it happens?

Q. I have a discount code. How do I use it?

You can enter any promotional codes you have in the basket. Enter the relevant number and click redeem. The total should then update. If the code doesn’t work please check that it is in date and you have the added the correct products to your basket to qualify for the discount.

If you have found a code on a ’money saving’ website, don’t be surprised if it doesn’t work, as most of these will have expired or will only be usable by certain people.

Q. I forgot to use my discount code?

Sorry but if you didn’t enter the code during checkout we cannot apply it after the order has been placed.

Q. Will the recipient have to pay duty on the order?

Our products are sold on a DDU (Delivery Duty Unpaid) basis excluding orders to USA. Additional taxes, fees or levies may apply according to local legislation. New! Orders delivered to the USA will be customs cleared.

Recipients of deliveries made outside the European Union may have to pay import duty or formal customs entry. If this is the case, the delivery may be delayed. size? cannot offer any assistance in these processes.

To help make sure that customs duties are not payable for deliveries outside the EU, check the custom duty threshold of the country you're sending your items to, before you order, and keep your total basket value below that threshold.

Q. Is it safe to order online?

Yes. When you input your name, address or credit/debit card details on to the web site, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit can not be read in the unlikely event it is intercepted.

If you are unsure as to when the SSL security is being applied, check that there is a Padlock icon or Key icon in the grey bar at the base of the page you are reading.

Signing Up & My Account

Q. Do I need to sign up to size? to shop?

Yes, but it's worth your while. By registering your details you won't have to enter the same information every time you order. You can also choose to receive regular email updates on the the early notification of limited edition releases, exclusive styles, rare colourways and an early heads up on when our sale starts.

Q. Do I have to sign up to enter competitions?

Yes. We need your information to ensure that if you’re lucky enough to win, we can contact you to let you know. By signing up you’ll also get early notification of limited edition releases, exclusive styles, rare colourways and an early heads up on when our sale starts.

Q. What’s My Account?

Once you have registered you can access your account at anytime by clicking on the My Account link at the top of the page. Here you can change your preferences, update your payment information and address book, track your orders and manage your account password.

Q. I’ve forgotten my password?

Did you think of your password a bit too quick? No problem. Click on password reminder and we’ll send you a new password to your account email address. Don’t worry if it’s complicated. Once you’ve logged in you can go to my account and set it to something more memorable.

Delivery

Q. How much is it and how long does it take?

UK Standard Delivery: Delivery within 4 working days - £3.99 or FREE on orders over £150.

*UK Next Day: Order before 8pm on weekdays or 6pm on Sunday to receive your order the following day - £5.99. Find out more here

UK Next Day Evening: Order until midnight for delivery the next day between 6pm and 10pm - £9.99.

International Standard Delivery: Within 10 working days - £4.99.

International Tracked Express: Within 6 working days. Tracked service for orders outside EU. From £8.00 (price dependant on location).

UK Saturday: Order on any day up until 8pm Friday and receive your order the following Saturday - £5.99.

UK Store Delivery: Delivered to a size? store in the UK within a few working days for FREE.

Visit our delivery page for more information on UK and International delivery.

Q. Store Delivery

How to order online and collect in store?

Place your order online selecting the Store Delivery option at checkout. Choose the store you wish your order to be delivered to by searching for your town or by a post code.

Once your order has been delivered to the store we will send you an email & SMS message (if a mobile number has been provided) informing you that your order is ready for collection. The delivery time will vary from store to store but it will usually be within a few working days.

When collecting your order please bring a copy of your confirmation email or text message and some ID (card used to pay, utility bill etc). If you have nominated a person to collect your order they will need to bring their form of ID and a copy of the email confirmation or text message

Your order will be available for collection for 28 days after it arrives in store. We will send you a reminder by email after 7 days. After 28 days the order will be sent to our Returns Department and you will be refunded.

Store Delivery is not available to stores outside of the UK and stores within airports.

Q. Do I need to sign for the delivery?

Our carrier delivers between 8am and 8pm, and in some cases a signature may be required. Don’t worry if you are not at home when our courier calls they will attempt to leave your order with a neighbour, or, if a signature is not required, will leave in a safe, dry place. They will also leave a calling card with the details of where they have left your parcel.

If it is not possible to leave your parcel they will leave a calling card and attempt a re-delivery on the next working day, or you can rearrange your delivery day by following the instructions on the calling card.

Q. Can I track my order?

When we ship your order we will send you an email explaining that your order has been despatched, and a link so that you can track your order.

Please remember that what you see on the carriers tracking system will be behind where the consignment really is due to the delay in the information being received by our couriers when they collect from us. As a guideline for UK orders please allow up to 12 hours for your information to be received. For orders to Ireland please allow up to 24 hours.

Tracking may not be available on some International orders. Please allow the full delivery time before contacting.

Returns

Q. Can I return my order?

Easy! If you've paid by credit or debit card you can always pop down to your local size? store, take your despatch note and the goods you want to return, and the size? store crew will be happy to offer you a refund or exchange.

Unfortunately, we can't take orders paid by PayPal back in store. This includes all orders placed on our mobile site.

Click here to find your local store.

Alternatively you can send it back to us here. Just fill in the returns form on your despatch note and post the goods to the following address.

size? Internet Returns
Door 2
Kingsway Business Park
Rochdale
OL16 4FW

Q. How should I send it?

We recommend you post any returns to us using a carrier who can give you a "Certificate of Posting" as, until the parcel reaches us, it’s your responsibility.

Q. Do I have to pay to return?

If you are a UK customer then you’ll find a free returns sticker inside your package. Please put this on the outside of your unwanted item(s) when sending back. If you are a customer from outside the UK then please use a carrier that will give you a "Certificate of Postage" as the package is your responsibility until we receive it. Please note, free returns is only valid to UK customers.

Q. How long can I keep my order before returning?

We ask you return your items to us within 28 days of receiving them.

Q. How long will it take to get my refund?

Refunds are usually processed within a few days of us receiving the goods back.

Please allow a further week for the amount to show on your account. Sorry if this seems a little long but the timeframe is dictated by your bank or card issuer and we have no control over it.

We’ll refund you by the same method as payment (i.e. same card, Paypal)

Q. When will I receive my exchange?

Exchanges are usually processed and despatched within a few days of us receiving the goods back.

We can only exchange an item for a different size or colour in the same item or for a different product of the same (or lower, with us refunding you the difference) price as the original item.

Please state clearly on the returns section of the despatch note which item you want to exchange and for what.

If we haven’t the stock available we’ll refund you and send you an email to let you know.

Q. You've sent me the wrong items

We’re only human and occasionally mistakes can happen. If it’s happened to you we’re very sorry and we’ll do our best to get the right items to you as soon as possible. Get in touch with our Customer Service team and let us know.

Q. The item I received is faulty

If you think the item your received is faulty get in touch with Customer Service and we’ll see what we can do about it.

Q. I’ve bought my items using a promotional discount. Can I still return them?

Yes, if a discount code was applied to your order we will adjust the refund to reflect this.

Q. Anything else I need to know?

Certain products we sell may have a slightly different returns policy but we’ll let you know about this in the product description.

If you’ve paid via Paypal, you will not be able to return items to size? stores. This is because our tills are unable to process those Paypal returns. Sorry if this is an inconvenience.

The latest info about the newest releases & much more


BLOG

+
Continue to Blog