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Frequently Asked Questions

  1. How do I pay for my order?
  2. Are prices inclusive of Tax and Duties?
  3. Can I have a different billing address to delivery address?
  4. How do you keep my personal information secure?
  5. I’ve used the wrong credit card for my order. Can I change my payment method?
  6. Why has my payment been refused?
  7. Where can I use my gift card?
  8. Can I make changes to my order?
  9. I am trying to add products to my bag, but it is not appearing in the basket?
  10. What happens if I notice that my personal details are incorrect after I have placed my order?
  11. Can I order from www.sunspel.com and collect from a store?
  12. What happens if an item on my order is not available?
  13. How do I know if you have received my order?
  14. My order was cancelled but I think I have been charged?
  15. Do you offer a gift wrapping or gift messaging service?
  16. Can I get a refund if the price has changed since I ordered it?
  17. Can I return more than one order in the same parcel?
  18. I no longer have my Tax Invoice/Returns Note?
  19. If I buy an item instore can I return this to you in the post?
  20. How can I track my order?
  21. Can Sunspel deliver to multiple addresses?
  22. I have entered an incorrect address what should I do?
  23. I entered my voucher code but it didn’t work?
  24. How do I add a promotion code to my order?
  25. Where can I get a promotion code?
  26. What are promotion codes?
  27. If I need to change my address or other details, what do I have to do?
  28. I have an account but I can’t log in?
  29. How can I find out what measurements your sizes are?
  30. I’m not receiving any emails from Sunspel?
  31. My order says it has been delivered but I haven't received it?

1. How do I pay for my order?

We accept all major debit and credit cards. We also accept Paypal. If you are unable to use our website our customer service team can take your order over the phone. We are unable to take orders via email. 

2. Are prices inclusive of Tax and Duties?

All prices are shown inclusive of sales tax. For the UK, EU and USA import duties are included in the price. For our Rest of World website any local taxes and import duties are not included and you may be required to pay applicable charges for importing your order.

3. Can I have a different billing address to delivery address?

The billing and shipping address can be different. However, both addresses must be in the same country so please make sure that you are on the correct website for the country your items are being shipped to.

4. How do you keep my personal information secure?

To ensure that your shopping experience is safe, simple and secure Sunspel uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you share with us when making a purchase.

SSL is widely used across the internet and is denoted by 'https:' where your browser shows the web address instead of the normal 'http:'.

Should you wish to review our privacy policy, please click here.

5. I’ve used the wrong credit card for my order. Can I change my payment method?

Unfortunately once your order has been placed and accepted through the payment gateway the only way to return the payment to your card is through a refund. Please contact our customer services team and they will be pleased to assist you.

6. Why has my payment been refused?

Unfortunately, we aren’t always told why a payment was declined. Please check that you entered all the required details accurately.

If all your payment details have been entered correctly please contact the card issuer to enquire as to the reasons for the payment being declined.

If you are still experiencing problems with making a payment with a different card then please contact the customer service team who can assist you further.

7. Where can I use my gift card?

Online gift cards can only be used on the website where you purchased them (e.g. UK gift cards can be used on the UK store). Please ensure that you purchase the gift card for the store where you wish to use it.

Please note that online gift cards cannot currently be used in our physical stores.

8. Can I make changes to my order?

Unfortunately once you have placed an order it it not possible to amend or cancel it through the website.

If you change your mind after you have placed your order, please contact us as soon as possible and we will do what we can to cancel or amend the order before it is dispatched from the warehouse.

If the product has already been dispatched, please wait until you receive the delivery and send it back to us as advised in our returns information.

9. I am trying to add products to my bag, but it is not appearing in the basket?

We apologise for the inconvenience. If our website does not allow the product to be added to the bag then unfortunately it is out of stock. 

10. What happens if I notice that my personal details are incorrect after I have placed my order?

If you realise your personal details are incorrect once you have placed an order, please contact our customer service team as soon as possible and we will do all we can to help. 

However, if your items have already been shipped we will have to wait until they are returned by the delivery company before we can reship them to you.

11. Can I order from www.sunspel.com and collect from a store?

We do not currently offer click and collect, but we are looking into how we might offer this in the future.

12. What happens if an item on my order is not available?

We do our best to ensure that our systems manage our stock so that we don’t offer you anything we aren’t able to send. In the unlikely event that an item in your order is unavailable we will contact you as soon as possible to inform you which items were unavailable and promptly refund the payment.

13. How do I know if you have received my order?

When you place your order we will send an email which will include your unique order number. You can also view this information in your Sunspel account if you have registered with us. If you do not receive an email, please check your junk folder. If you have not received an order confirmation, please contact our customer service team who will be pleased to assist you.

14. My order was cancelled but I think I have been charged?

If your order has to be cancelled for any reason, Sunspel will refund the amount of your order to your bank account. Please allow three working day for the funds to clear. If you haven’t received your refund after this time or have any questions, please let our customer services team know and they will be able to help you.

15. Do you offer a gift wrapping or gift messaging service?

We offer a gift messaging service, but do not currently offer gift wrapping. When you are ready to place your order proceed to the checkout and select the gift messaging option during checkout.

16. Can I get a refund if the price has changed since I ordered it?

Our prices may change periodically due to sales and promotions. As this is the case we are unable to refund you the difference. We also do not offer a price match with our third-party stockists.

17. Can I return more than one order in the same parcel?

Yes, as long as all orders are still within the returns period and all returns notes are included in the parcel.

18. I no longer have my Tax Invoice/Returns Note?

If you no longer have your tax invoice or returns note, please log into your Sunspel account and print out the details of your order history. Please ensure you indicate which items are being returned.

Alternatively, If you wish to make a return or exchange, you can simply include a brief note in the parcel with the items you are returning. The note should include your order number, name and reason for the return.

Please note, failure to include a returns note or order receipt will result in a delay in processing your return or we may not be able to process it at all if we cannot identify which order the return belongs to.

19. If I buy an item instore can I return this to you in the post?

Please return your item to your nearest Sunspel store. Unfortunately, we cannot process refunds or exchanges for products purchased in-store at our online warehouse.

20. How can I track my order?

You can track your parcel using your order tracking number which will be sent to you by the courier in your delivery confirmation email. If you do not receive these emails, please do not hesitate to get in touch with our customer services team and we will be happy to help.

You can also find this information when you log in to your account and select YOUR ORDERS.

21. Can Sunspel deliver to multiple addresses?

We are only able to deliver to one address per order. If you would like us to deliver to multiple addresses, please place a separate order for each destination.

22. I have entered an incorrect address what should I do?

Please contact us as soon as possible if you cannot receive your parcel at the address which you provided so that we can assist you to change the delivery address.

If your package has been shipped you will need to contact the courier and either update your details on their or ask them to return this to sender. We can either get this resent to the new address or process a full refund.

23. I entered my voucher code but it didn’t work?

If you find that your promotion code is not working then please do check the below: 

  1. Our discount/promo codes vary so the terms and conditions of each can be different, so make sure you check these when you receive any codes. Codes may only be valid for certain items and will have an expiry date. Codes are not valid for sale items. You can find the terms and conditions in the same place you found the code whether it be through an email or on our website.
  2. Some codes will only work for specific people or for specific countries. The terms and conditions will state if the code can only be used in a certain country. If you’ve received the code in an email from Sunspel then the code may also be locked to that email address. Make sure you’re trying to use the code using your Sunspel account that has the same email address as we sent the code to.
  3. Please ensure that you enter the code exactly as you have received it. If possible, copy and paste it from wherever the code was provided.

If your promotion code is still not working, after checking all of the above, please contact our customer service team and we will be happy to assist you.

24. How do I add a promotion code to my order?

Your promotion code needs to be entered in the SHOPPING BAG or the CHECKOUT before proceeding to pay. Once you have entered your code click APPLY.

Once the code has been applied to the order, you will see the promotion code and the subtotal of your order change to reflect the discount.

Please note, we cannot reimburse any discounts if a code is not applied at checkout, including shipping codes.

25. Where can I get a promotion code?

Promotion codes are shared in our email updates and on our website. Subscribe to our email database in the footer of our website to receive communication on all of our offers. Please refer to the terms and conditions of each offer. 

Voucher codes found on 3rd party websites may not be endorsed by Sunspel and are outside of our control. This may result in the offer being invalid or expired. 

26. What are promotion codes?

Promotion codes are codes that can be applied to your order to receive a discount, e.g. free shipping or money off your order. Delivery charge is not included in the total order value when a minimum purchase value is required to receive a discount.

27. If I need to change my address or other details, what do I have to do?

If you need to edit your address, please log into your account and go to the "ADDRESS SETTINGS" section of your account.

Click the "EDIT" button to amend your details.

If you need to edit your profile details you will need to log into your account.

Then go to the "ACCOUNT SUMMARY" section in your account and make your changes. Here you are able to change your name, password and mobile number.

Once you are finished, hit the "SAVE" button.

28. I have an account but I can’t log in?

Please try to reset your password and you should receive a password reset email to the address which you use for your account.

Please note, that subscribing to our newsletters does not automatically create an account. In order to create an account please go onto our website and click on the account icon in the header and click REGISTER A NEW ACCOUNT. Creating an account means you can check your orders, view delivery details and speed up the purchase process for future orders.

29. How can I find out what measurements your sizes are?

We want to ensure you select the correct size so we have size guides available on almost all of our product pages. You need to check this as our garments sizing can depend on the material used to make it. Click the size chart button on the product page to see them. Please contact our customer services team if you require any further assistance.

30. I’m not receiving any emails from Sunspel?

After you sign up to our mailing list and when you place an order, you should receive emails from us, which include Sunspel newsletters, Order confirmations, Shipment, Return Confirmation emails and any responses from our Customer Services team. There may be a number of reasons why you're not getting these from us.

Your email software may be marking our emails as junk mail. Please do check your junk mail folder and add any of our Sunspel email addresses to your email address book to ensure that our emails are not marked as spam.

If you are still not receiving emails from us, then please do get in touch with our Customer Services team who will be pleased to assist you.

31. My order says it has been delivered but I haven't received it?

If you have not received your order, please contact us as soon as possible and we will do our best to assist you. Please ensure that all enquiries are made within 30 days of the date of your order. Due to our courier’s terms and conditions, we are unable to investigate missing orders beyond 30 days from the date of the order and will not be able to replace or refund orders after this date. For any enquiries regarding missing orders after this date please contact the courier company directly.