Customer Care

FAQs

 

ARE PRICES INCLUSIVE OF TAX AND DUTIES?

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.

 

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.

 

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.

 

CAN I MAKE CHANGES TO MY ORDER?

Unfortunately, once you have placed an order it is 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 the order before it is dispatched from the warehouse. We are unable to amend orders that have been placed.

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. You may be able to update this with the courier once you have your tracking details.

If you realise that you have entered an incorrect address, please notify us as soon as possible so that we can try to assist in getting the address amended.

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

 

CAN I ORDER FROM THE WEBSITE 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.

 

CAN I GET A REFUND IF THE PRICE OF AN ITEM 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.

 

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.

 

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.

 

I ENTERED MY VOUCHER CODE BUT IT DIDN'T WORK?

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.

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

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.

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 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.

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