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Frequently Asked Questions
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.
The way the majority of re-sellers work is that they use a dedicated network of people buying our product on launch day from our stores all over the country and online, so they can ‘guarantee’ a full size range (what you will see on eBay etc). They use these ‘pre-orders’ to determine how many and what size they need in a certain product. If you look at the end dates on these listings, they will almost always end either ON or AFTER our official release date, when they will then have access to the product via their buying network. We are constantly improving surveillance on re-sellers via our store network and digital channels and are actively blocking and identifying known re-sellers and re-sell networks from accessing our in demand launches at scale.
A: Due to the demand for our limited releases and value customers place on some products, you will often see our product being “re-sold” in various places including auction sites, such as eBay, which we 100% do not condone in any way whatsoever. Unfortunately it’s very difficult to control what happens to the stock once we have sold it. However we don’t sell any of our releases in bulk, manually going through every single order and actively cancelling any large orders for the same product, nor do we allow any of our staff to re-sell which is also monitored extremely closely.
Not a problem, you can send any unwanted items back to us for FREE* within 28 days for a full refund or exchange. Simply package up your purchase with the order note, attach the sticker found on our free returns label and hand it in at the Post Office. Please remember to ask for a proof of postage. If you need a new return label please visit our portal by clicking here and you will see various free return options.
* PLEAS NOTE ALL STORES ARE CURRENTLY CLOSED*
If you're lucky enough to live near a size? store, just take your despatch note and the goods you want to return, and the store team will be happy to assist you.
If you need to return an item purchased instore and you are unable to reach one of our stores (https://www.size.co.uk/store-locator/) please message our team at firstname.lastname@example.org. Please attach images of the items you want to return along with an image of the receipt showing the amount paid including the items purchased we can then advise you the next steps.
- If you've paid using a credit/debit card, a refund/exchange will be processed at the till point.
- If you've paid using PayPal, Apple Pay or Klarna, we'll send your order back to our distribution centre on your behalf so the transaction can be reversed, or your order can be exchanged and resent back out to you.
Inpost Lockers - the contact free returns option
With the impact of , your safety is our priority. InPost Lockers are contact-free, self-service and are available 24/7 which means that you can return your parcel at quiet times, when it suits you.
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.
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.
At this moment in time our giftcards are only valid for redemption in stores. Gift cards that are expiring can be extended by our customer care team. Alternatively if a gift card has expired, they can be transferred onto a new year long gift card when we re-open
If you want to send something to someone as a gift then you can use their address as the delivery address for your order. We dont offer a gift wrapping service so the goods will arrive just like a normal order.
Deliveries will be shipped via DPD, DHL, Skynet or DPEX depending on the weight and value. Once the parcel has arrived in your country it will be passed on to an internal post service and be subject to their standard delivery procedures.
We have taken steps to ensure our contact centre can work remotely to encourage social distancing. This will mean that you can still contact us through email, facebook, twitter and online chat 24/7, but our phone lines are currently not open. Sorry for any inconvenience this might cause and thank you for your patience and understanding.
Email us through the message icon HERE ,or why not try our FAQ's for a quick answer!
Have you met Becky, our customer care bot? She can provide you with answers to most of our popular questions including tracking your order, returns info and much more. Start a chat with her on the FAQ pages, she'll pop up on the bottom right.
Or you can also contact us on Twitter via @sizehelpteam.
If you have any questions regarding Klarna, please see our full FAQ Here