Below is a list of our FAQ’s along with a brief outline of our terms and conditions. For full details, our privacy statement, terms of business and explanations please click the links on our Terms and Conditions page.
Please tell me about.......
Shopping
Shipping
Payment
Returns and exchanges
Security
Shopping
How do I set up my online account and order?
To purchase items with Paul Smith online you will need to register. You can join online in the ‘My Account’ section of the website, or you will be prompted to join at checkout.
How do I receive your newsletter and promotion codes?
You will be given the opportunity to sign up for our newsletter when joining the website. To receive regular updates regarding news and events, plus the latest info on new items within the shop and promotion codes click Here.
Do you take telephone orders?
Yes, please call our international (EU land lines only) free phone number on 00800 222 444 55. All other countries call +44(0)115 9685979 during business hours.
What happens if the item I want is unavailable?
We aim to hold all items in stock at all times. However, sometimes a product is even more popular than we expected so we may sell out, if so, we will contact you and endeavour to keep you informed. If the item is unavailable we will refund the original credit card charged only. (Please note that refunds may not show up on your bank statement immediately)
Where can I find size information?
Each item has its own size chart locted on it's product page; please contact us for any additional information
How accurate are descriptions and product information?
We take care to ensure all images, descriptions and prices of products are correct. We aim to keep the website as up to date as possible, product descriptions and images and prices may be subject to inaccuracies
We try and insure that our prices are correct but occasionally errors do occur. Goods purchased at the incorrect price will be put on hold, and the option of placing a new order with the correct price or cancelling your order outright will be given. In circumstances where we are unable to contact you, the order will be automatically cancelled
Guarantee
If any product does not meet your expectations, please return it to us, unused and in original packaging within 28 days and we will either refund your money or replace the item. This is in addition to your statutory rights
Do you offer a gift wrap service?
We offer a complimentary gift wrap service. Items will be wrapped in signature Paul Smith packaging. Please note that we cannot wrap larger items. This service is not available on sale items.
Can I add a gift message?
Yes, a personalised gift message can be added on the gift wrap page. Your message will be printed on Paul Smith headed paper and placed in an envelope
Shipping
What countries do you ship to?
We currently ship to the following countries. If you are a USA resident please visit our USA E Shop, or if located in Japan visit E shop Japan
Do you ship to APO/FPO addresses?
We do not ship to APO/FPO addresses as we are limited by shipping restrictions
How do I add/edit an address?
Once logged in to your account select the ‘My address’ link, then select ‘Add address’ and edit. There is also the option to do this in the delivery stage of checkout
What are the delivery charges and services?
Delivery charges, countries and lead times are as follows:
Zone 1 - £6.00 (allow 2-3 working days for shipment)
- England (mainland), Wales, Northern Ireland and Scotland (excluding Highlands)
- Delivered by City Link/Royal Mail
Zone 2 - £12.00 (allow 3-7 working days for shipment)
- Channel Islands, Highlands, Ireland, Isle of Man, Islands of Scotland, Isle of Wight, Scilly Isles, Austria, Belgium, Czech Republic, Denmark, France (mainland), Germany, Holland, Luxembourg, Poland, Portugal, Slovakia, Spain, The Netherlands.
- Delivered by FedEx/DHL/Royal Mail and City Link
Zone 2a -£18.00 (allow 3-7 working days for shipment)
- Greece, Italy and Sweden
- Delivered by FedEx
Zone 3 - £23.00 (allow 7-10 working days for shipment)
- Canada, Cyprus, Estonia, Finland, Hungary, Iceland, Liechtenstein, Lithuania, Norway, Switzerland and USA
- Delivered by FedEx
Zone 4 - £30.00 (allow 10-14 working days for shipment)
- Australia, China, Hong Kong, Latvia, Malta, New Zealand, Philippines, Singapore, South Korea, Taiwan and Thailand
- Delivered by FedEx
Please note these are working days and not including weekends or holidays and are not guaranteed. Timescales are from time of dispatch and not from the time the order is placed.
Holidays 2009
Thursday 1st January - New Year's Day
Friday 10 April - Good Friday
Monday 13th April - Easter Monday
Monday 4th May - May Day Bank Holiday
Monday 25th May - Spring Bank Holiday (Victoria Day)
Monday 31st August - Summer Bank Holiday
Friday 25th December - Christmas Day
Saturday 26th December - Boxing Day
Sometimes goods maybe subject to delays which are beyond our control. Please note that the recipient will be responsible for any additional postage charges incurred.
How long will it take from my order to be processed and dispatched?
All orders placed before 12pm (GMT) on a business day we aim to ship the same day providing card security checks are complete, and stock availability is confirmed. Orders placed after 12pm will be shipped the following business day. Please note that if you place your order after 12pm on a Friday your order will not be shipped until Monday. Your order will also not be dispatched or processed on a public holiday. Please note during busy periods like Sale and Christmas there may be extra delays to the despatch of your order.
What if I’m out when my parcel is delivered?
The courier will re-attempt to deliver and/or contact you. This is a signed for service so a parcel will not be left without a signature. If for any reason your parcel is undeliverable it will be returned to our warehouse and you will be liable for the return cost and any additional postage. You will be given the option to add additional delivery addresses to avoid this happening
Do you ship to multiple addresses for one order?
No, you will need to place separate orders
Can I add shipping instructions?
You will be given the opportunity to add shipping instructions at the shipping stage of the checkout. Please consider parcels have to be signed for when adding instructions
Can I change my delivery address after I have placed my order?
To change your details please call us Monday to Friday during business on our international (EU land lines only) free phone number on 00800 222 444 55. All other countries call +44(0)115 9685979). You can also email us at the eshop. Please be aware that once the item has been shipped we cannot change your delivery address
Will I be charged for a redirection?
Yes, once the package has left us you will be responsible for the cost of a redirection. Please contact us to to receive a quote and arrange a redirection.
What if my parcel is damaged?
Do not sign for any damaged goods as we cannot be held liable for lost or damaged parcels once you have signed for them.
Payment
How do you display prices?
Prices are in pounds sterling and are inclusive of 15% UK VAT. Customers outside the EU will receive a 15% UK VAT refund back onto the original card on dispatch of your goods
What payment methods do you accept?
We accept Visa, Switch, MasterCard and Amex
When is my payment taken?
Your payment is taken securely online when you confirm your order. All credit/debit cards are subject to validation checks and authorisation checks. We will reserve any items for a security review if incorrect information is supplied
How will I know my order has been placed successfully?
An order confirmation will be sent to your supplied email address showing receipt of your purchases. This note acknowledges that your order has been received but does not confirm acceptance of the order by Paul Smith Ltd. Acceptance will take place upon dispatch subject to stock availability
Can I use Paul Smith Vouchers?
No, the website is currently incompatible with this method of payment
Returns and exchanges
What is your returns policy?
We will offer a refund or exchange (if stock is available) on any unworn/unused goods (faulty or otherwise) within 28 days of dispatch. Please ensure all items are returned in their original packaging with their labels intact
This policy will be extended to allow any 2008 Christmas gifts purchased online until the 30th of January 2009 to be received, and processed for a refund/exchange.
How do I return an item?
You will receive a returns form with each order to complete and return. This form MUST be included in your package. We recommend that your parcel is sent back via a trackable and insured postal service, as we cannot accept liability for lost or damaged items before they reach our warehouse.
Returns address;
Paul Smith Internet Returns,
Unit 5
Lenton Lane
Nottingham
NG7 2NR
England
Please note we do not accept returns from customers at this address for security purposes. Items need to be returned via a postal service.
Can I return an item to a Paul Smith shop or a retailer?
Refunds and exchanges MUST be made through the website and not through our stores or independent retailers
Do I have to pay for the postage?
We will reimburse the postage paid when returning faulty/incorrect items only. This will be the postage the cost of returning the item to us (please note this doesn’t affect your statutory rights) If you require an exchange on any item we will send this out with no addtional charges.
What is your refunds procedure?
Returns will be processed within 3-5 business days of receipt at our warehouse.Refunded payments will only be issued back onto the original card used. You will be then sent a confirmation email. Please note that after a card is refunded the account will be credited according to your banks processing times.
How do I arrange an exchange?
An exchange can be requested by filling out the form included inside your original order. Alternatively, you can contact us at the E Shop or call our returns department direct on +44(0)115 9682079
Security
How secure is ordering online?
To ensure the highest standards of security, the ordering system used by Paul Smith encrypts information using the industry standard Secure Sockets Layer protocol (SSL). When you shop with us or communicate your personal details to our payment system which then talks to our merchant provider, SSL allows all personal information, such as your credit card number, to be encrypted as it travels from one designated place to the next. Once received, the information is unencrypted and processed in the same way as a credit card transaction placed via the telephone. At no time is your credit card number stored on our website or in our online database
Will you leave cookies on my computer?
We use session based cookies to help maintain your shopping basket and any details you submit during your visit. We do not store permanent cookies on your computer, and you will need to login with your registered username and password each time you wish to purchase goods from the website
