Shipping
Will ordering an item using a promotion or in sale affect the shipment of my order?
During sale and busy periods some services will not be available in the checkout and orders will be shipped in minimal packaging. If you've shopped in one of our sales, please allow an additional three working days for despatch.
Can I change the shipping address?
You can contact us to change the shipping address on your order prior to despatch. In some instances, it may not be possible to edit a shipping address. Following despatch, you may be able to do this via the courier’s page directly.
Will requesting monogramming affect the shipping estimate of my order?
For your item to be personalised, we kindly request that you allow an additional 2 working days on to your shipping estimate. If you have requested monogramming on a bag, please allow 4 working days.
In addition, if you order a monogrammed item as part of a larger order you will need to allow the additional times above as this will be shipped all together. Monogrammed items are not shipped individually unless purchased on their own.
How do I know if my parcel has been dispatched?
You will receive a notification confirming your order has been shipped via email and SMS.
You can also check the progress of your order by visiting MY ORDERS.
What if I am not at home when my order is due for delivery?
You will receive courier information upon despatch of your order. If you are not available for your delivery, we would recommend contacting the courier to re-arrange delivery or for your parcel to be left in a safe place (where possible).
RETURNS
What is your returns policy?
If you have changed your mind or are not fully happy with the goods in your Paul Smith order, you will then be entitled to a refund within 14 days of receiving your order. Please ensure the items are in their original condition and haven’t been washed, worn or damaged. At present, we unfortunately are not able to offer exchanges – to ensure your item gets to you as quickly as possible, we ask that you place a new order for the desired item.
Due to the nature of monogrammed items, returns, changes or cancellations are not accepted once an order has been placed.
How do I return a faulty product?
In the instance that you encounter an issue with your product(s), we would request for you to email us with a copy of your proof of purchase and some images of the item and the issue you have encountered. We will then advise you accordingly on how best to proceed.
· If the return is within our return policy, you can proceed with generating a return.
· If over the 14 days, please email us with images and your order reference/receipt so we can assist further.
I have received the incorrect item, how do I return this?
In the instance that you have received the incorrect item, we would request for you to email us with a copy of your proof of purchase and some images of the item you have received. We will then advise you accordingly on how best to proceed.
· If the return is within our return policy, you can proceed with generating a return.
· If over the 14 days, please email us with images and your order reference/receipt so we can assist further.
Can I return more than one order in a box?
Each return requires its own unique label to be processed. In order to provide the most efficient service, we ask that you kindly return your orders separately. If orders are returned in the same box, this may delay your return being processed at our Hub.