Your order
If you would like to know when your order is likely to be delivered, please view the Delivery and Returns page (link at the bottom of the page). At busy times – particularly our sale periods – orders can take longer to be dispatched, so please add on five working days at these times.
If you have any questions about your order, don't hesitate to get in touch with us at customerservice@sunspel.com or 0115 973 7860.
Payment
Currencies You Can Pay In
Our website automatically selects the currency for you using your computer’s IP address to work out your location.
If you’re in the UK we charge you in pounds sterling (£) and elsewhere in the European Union in euros (E). These orders will be subject to VAT (Value Added Tax), currently 20%.
If you’re outside the European Union then we will not include any VAT in the price you pay for products. You may, however, be subject to local territory import taxes – you’re responsible for paying these.
Credit/Debit Cards We Accept
We accept Switch, Visa, Delta, Maestro, Mastercard and Amex. We’re sorry but we don’t accept Diners Club, Discover or Solo cards.
Data Security When You Pay
When you pay online you are in a secure environment. All card transactions are handled through Sage Pay, which operates a 128-bit SSL encrypted system. Sage Pay is scanned quarterly by Trustwave, an independent Qualified Security Assessor (QSA) and an Approved Scanning Vendor (ASV) for the payment card brands. It is also audited annually under the Payment Card Industry Data Security Standards (PCI DSS) and is a fully approved Level 1 payment services provider, which is the highest level of compliance. So you can be confident your card details will be safe.
If You Suspect Fraud
Given the levels of security we operate it’s very unlikely that fraudulent use of your card will take place on the Sunspel website. But if a fraudulent transaction does take place, first of all contact your credit or debit card company so that they can take steps to protect your card and reimburse you. Then let us know the situation and your card company and we will work with them to minimise any unnecessary trouble for you.
If you’re ordering from outside the European Union your order may incur additional import duties and taxes (not covered by Sunspel) and may be affected by customs delays. You’ll need to pay these yourself when the order arrives.
Deliveries
See our Delivery and Returns page (link at the bottom of the page) to see where we deliver to, delivery costs, and other details about deliveries.
Returns and exchanges
See our Delivery and Returns page (link at the bottom of the page) for details of our returns policy and to find out how to return or exchange an order.
Washing garments
All our clothes carry washing instructions which will tell you what to do. Most require a machine wash at 40 degrees. Once you’ve washed a garment, please reshape it while damp by holding the side seams together and shaking the garment, then drying it flat.
Only our organic knitwear or cashmere needs hand-washing. You should then dry it as above.
Password problems
If you’ve forgotten your password please click on the forgotten password link on the Account page. We’ll then send a temporary password to the email address you enter, allowing you to access your account and enter a new password
We can’t actually access your password on your behalf as the database is encrypted for your security.
