FAQ's

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?
In place and order with Paul Smith US Online you will need to be a registered user. Sign up in the ‘My Account’ section of the website. Otherwise, you will be prompted to join at checkout stage.

How do I receive your newsletter and promotion codes?
You will be given the opportunity to sign up for our newsletter when becoming a website user. To receive regular updates regarding news and events, plus the latest infomation on new-in items please click here

Do you take telephone orders?
Yes, please call our toll free number 1 866 900-8460 Monday-Friday during business hours (Eastern Standard Time).

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 endeavor 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 on its 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. If you have purchased goods with an incorrect price, we will give you the option of placing a new order with the correct price or cancelling your order outright. In circumstances where we are unable to contact you, we will automatically cancel your order.

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 our 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, you can add your own gift message on the gift wrap page. Your message will be printed on Paul Smith headed paper and placed in an envelope.

Shipping

What states and territories do you ship to?
We currently ship to the following States. Please visit our UK online shop to place an international order, or if in located Japan visit E shop Japan.

Do you ship to APO/FPO, or PO Box addresses?
We do not ship to APO/FPO, or PO Box addresses currently as we are limited by shipping restrictions.

How do I add/edit an address?
When logged in to your account select the ‘My address’ link then select ‘Add address’. There is also the option to do this in the delivery stage of checkout.

What if my billing address is outside the US?
You can e-mail customer services with an international billing address, but delivery must be within the US.

What are the delivery charges and services?
Delivery charges and lead times are as follows:

Heavy items are subject to a $30 charge due excess weight charges on our 'Express saver' and 'Standard Overnight' services.

Due to shipping restrictions by air, please allow fragrance purchases 5-7 business days for Ground Service delivery.

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 2010

Sometimes goods maybe subject to delays which are beyond our control. Please note that the recipient will be responsible for any additional postage charges.

How long will it take from my order to be processed and dispatched?
All orders placed before 12pm (Eastern Standard Time) on a business day will be shipped the same day providing card check clearance is complete and stock availability. 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.

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. Please note, our courier requires an adult signature in order for the goods to be delivered. 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?
Unfortunately not, you will need to place separate orders.

Can I add shipping instructions?
You will be given the opportunity to add shipping instructions on the shipping stage. Please consider parcels have to be signed for when adding instructions. Please note you cannot request the Adult Signature Required label to be removed from the package.

Can I change my delivery address after I have placed my order?
Please contact us at USeshop@paulsmith.co.uk or call our toll free number on 1 866 900-8460 Monday to Friday during business hours (Eastern Standard Time) to change your details. 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 call our toll free number 1 866 900-8460 Monday to Friday during business hours (Eastern Standard Time) to arrange a redirection and to receive a quote.

What if my parcel is damaged?
Do not sign for any damage goods as we cannot be held liable for lost or damaged parcels once you have signed for them.

Payment

How are prices displayed?
Prices are in US Dollars and are exclusive of sales tax. Sales tax might apply depending on the state you are shipping to and will be displayed before confirming your order online.

What payment methods do you accept?
We accept Visa, MasterCard, Amex and Discover.

When is my payment taken?
Payment is taken securely online when you confirm your order. All credit/debit cards are subject to validation checks and authorization checks. We will reserve any items for a security review if incorrect information is supplied. We reserve the right to ask the customer to have their goods shipped to a billing address and not a separate shipping address provided the information security receives does not match the card holder's information.

How will I know my order has been placed successfully?
You will receive an order confirmation to your 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 Gift Cards or E-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.

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;
Stellae International Inc.
Paul Smith Internet Returns
c/o Satwain Braddock
149-39 Guy R. Brewer Blvd
Jamaica, NY 11434

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 items only. This will be the postage you were charged when purchasing the item and the cost of returning the item by 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 charges.

What is your refunds procedure?
Returns will be processed within 3-5 business days of receipt at our warehouse. We will refund payments back onto the original card used only. You will be then sent a confirmation email. Your bank account will be credited according to your banks processing time scales.

At the commencement of a sale period, one-time price adjustments from full price to the new reduced price are offered within 7 days of original purchase date. Price adjustments will not be offered against any further reductions. This doesn’t affect your statutory rights.

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.