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Customer Service
At Collar and Cuffs London, our passion is to bring you menswear renowned for its sensational quality and style, great value for money and exceptional customer service.  If you have a question, please review our Frequently Asked Questions below, they answer our most commonly asked queries.

Frequently Asked Questions

Payments
What payment methods do you accept?

Delivery
How long will it take for my items to arrive?
How much does delivery cost?
Where is my order?
Are you able to deliver to an address that is different to the billing address?
Will I be charged more than one delivery charge if my order comes in more than one package?
Can I alter my order once it has been placed?

Returning items
Can I return an item?
Is there a need for me to inform you if I am returning an item?
The item I have received is faulty, what do I do?
Why do I have to pay for the postage cost for returning an item?

Contact us
How can I contact you?
How can I contact you regarding a corporate order?

Caring for our products
What is the best way to wash my shirt?
What is the best way to iron my shirt?

Website
Is your website secure?
I have forgotten my password, how can I log into my account?

Data security
Do you pass customer details outside your company?

Tax matters and import duties
Am I able to claim back Value Added Tax (VAT) on my order?
As an overseas customer, am I required to pay import duty or other taxes?

Other
How do I measure my collar size?
Am I able to recommend a friend to Collar and Cuffs London?


Payments


What payment methods do you accept?


We are happy to accept payment via credit card or debit card.  We accept all major cards including Visa, Mastercard and American Express.


Delivery

How long will it take for my items to arrive?

For items excluding custom-made shirts the following applies:

United Kingdom

For our customers with a United Kingdom address, delivery is usually within 5 working days of us receiving payment (for items that we have in stock).
 
You can also use our Get it in 2 service for delivery within 2 working days of us receiving payment (for items that we have in stock).

European Union

For customers with an address within the European Union, delivery is usually within 15 working days of us receiving payment (for items that we have in stock).


Rest of the World

For our customers based in the rest of the world, delivery is usually within 15 working days of us receiving payment (for items that we have in stock).


For our custom-made shirts, delivery is usually within 4-6 weeks of us receiving payment and us being in receipt of your requirements.

How much does delivery cost?

For items excluding custom-made shirts the following applies:


United Kingdom

For our customers with a United Kingdom address, standard delivery is usually within 5 working days of us receiving payment (for items that we have in stock), this service costs just £4.95.  You can order multiple items and still pay this single delivery cost, offering even better value for money. *


You can also use our Get it in 2 service for delivery within 2 working days of us receiving payment (for items that we have in stock), this service costs just £10.95.  You can order multiple items and still pay this single delivery cost, offering even better value for money. *

European Union

For customers with an address within the European Union, delivery is usually within 15 working days of us receiving payment (for items that we have in stock).  We are able to deliver directly to your door for £8.95.  Order multiple items and still pay this single delivery cost, giving you even better value for money. *


Rest of the World

For our customers in the rest of the world, delivery is usually within 15 working days of us receiving payment (for items that we have in stock).  Delivery costs £14.95 to secure your item directly to your door.  Order multiple items and still pay this single delivery cost, giving you even better value for money. **


We aim to look after our customers’ needs by delivering to as many countries as possible.  The countries that we currently deliver to are those included in the UK Royal Mail’s International Signed For delivery service.

For our custom-made shirts, standard delivery is just £9.95 per order.

* Items must be ordered at the same time and are subject to a maximum of 8 items.
** Items must be ordered at the same time and are subject to a maximum of 4 items.

Where is my order?

At Collar and Cuffs London we are committed to making your shopping experience easy.  For deliveries to UK addresses, please allow 5 working days for delivery (excluding custom-made shirts), for the rest of the world, please allow 15 working days for delivery.


For our custom-made shirts, delivery is usually within 4-6 weeks of us receiving payment and us being in receipt of your requirements.

You can also track your item using the Tracking Number provided with your order.

If your order has not arrived after this time, please contact our Customer Experience Team who will be happy to help.

Are you able to deliver to an address that is different to the billing address?

Absolutely, we totally understand that some of our customers prefer to have an item delivered to a more convenient address such as a work address.  Some of our customers also like to send items to friends and family.  We want you to be delighted with your purchase from Collar and Cuffs London; we will do our very best to accommodate your needs.


Will I be charged more than one delivery charge if my order comes in more than one package?

For orders that do not include custom-made shirts, Collar and Cuffs London will only charge you one delivery charge unless you specify more than one delivery address or you ask us to specifically send your order in more than one package.  Items must be ordered at the same time and are subject to a maximum of 8 items for a UK or European Union delivery address or 4 items for the rest of the world.


If you order a custom-made shirt with other items, you will be charged one delivery charge for the custom-made shirt and a separate delivery charge for the other items (subject to the above).

Can I alter my order once it has been placed?

It may be possible to alter an order, however this is usually only possible on the day the order has been placed.  Please contact our Customer Experience Team who will be happy to help.



Returning items

Can I return an item?

We want you to be delighted with your purchase from Collar and Cuffs London, that is why we offer the Collar and Cuffs London 60 day guarantee.  If you are not totally satisfied with an item purchased from us you can return it to us within 60 days of purchase.  Custom-made shirts are excluded from the 60 day guarantee.  For all other items we will pay a full refund of the purchase price of the returned item(s) excluding delivery costs.  Alternatively, we will exchange the item (excluding custom-made shirts) for another product up to the value of the purchase price.


Our 60 day guarantee does not extend to Sale items, if you wish to return a Sale item, you can do so until 7 working days after the day on which you received your item(s).

Additionally, for online sales, if you wish to cancel your contract with us, you have a right to do so until 7 working days after the day on which you received your item(s).  Please take reasonable care of items while they are in your possession and we ask that you return goods with the original packaging.  We will pay a refund of the cost that you have paid to us in relation to the item(s) that you are returning.  Custom-made shirt purchases are excluded and are not entitled to a refund.  Please inform us in writing if you wish to cancel your contract and return the item(s) to us as soon as possible.

If you wish to return a product, this is at your own cost; please obtain a proof of postage from the Post Office.  Please use the Returns and Exchanges Slip sent with your product.  Once we have received the returned product, we will arrange for a prompt refund or exchange to be made.  If you are requesting an exchange, please complete the exchange section of the Returns and Exchanges Slip.

We are usually able to pay refunds within 30 days of us notifying you that you are entitled to a refund.  This notification will be provided to you once we have the returned item in our possession and we are satisfied that our Terms and Conditions have been met.
If an item is deemed by us to be defective:

  1. For items excluding custom-made shirts we will refund your purchase price and the delivery costs that you have paid.  This would include reasonable postage costs incurred by you for returning the item(s) to us.
  2. For custom-made shirts, where the shirt can be altered or the defect can be remedied, we will fix the problem and return the shirt to you.  If the defect cannot be remedied we will either decide to exchange the item or provide a refund of the purchase price and delivery costs.  We will include reasonable postage costs incurred by you for returning the item to us.
Refunds will usually be paid to you using the same method that you used when purchasing your items.
Also see our Terms and Conditions.

Is there a need for me to inform you if I am returning an item?

If you wish to cancel your contract within 7 working days after the day on which you received your item(s), please inform us in writing.

After the above period, there is no need to inform us in writing if you are returning an item within our 60 day money back guarantee period.

The item I have received is faulty, what do I do?

We want you to be delighted with your purchase from Collar and Cuffs London, if you are not totally satisfied with an item you can return it to us.  In the unlikely event that you have received a faulty item we are extremely sorry and will either issue a full refund (including the postage costs you paid to receive the items) or offer an exchange.


We will then urgently carry out a full investigation to understand the root cause of the fault and how this passed our quality assurance framework so we can remedy it quickly.

Feedback is always a gift to us at Collar and Cuffs London, please do get in touch.

Why do I have to pay for the postage cost for returning an item?

We ask our customers to pay for the postage cost of the returned item so we can keep the cost of our products as low as possible.  If we paid for the return postage our costs would increase and we would have to increase our prices.



Contact us

How can I contact you?

At Collar and Cuffs London, our passion is to bring you menswear renowned for its sensational quality and style, great value for money and exceptional customer service.  If you have any questions or comments on our products or our service simply email us at:


CustomerExperience@CollarandCuffsLondon.com

Please include your name, address and order number (where applicable) together with your query.  We aim to answer all emails within 24 hours, please bear with us at busy times such as at the weekend when we may take a little longer to reply.
 
 
How can I contact you regarding a corporate order?

If you would like to contact us regarding any corporate purchases or corporate matters, please use the email address below:


Corporate@CollarandCuffsLondon.com

We aim to answer all emails within 24 hours, please bear with us at busy times such as at the weekend when we may take a little longer to reply.



Caring for our products

What is the best way to wash my shirt?

Always read the care label attached to the shirt, this will give you specific guidance for the fabric of your shirt.  With regard to temperature, play close attention to the care label, however do not exceed a 40 degree Celsius wash, also set the washing machine to a slow to medium spin cycle.  We also suggest drying our shirts naturally rather than using a tumble dryer.


Please remove any removable collar stiffeners from the shirt before placing it in the washing machine, this will avoid any potential staining that could occur and also protects your washing machine.

What is the best way to iron my shirt?

Everyone has their own way of ironing a shirt that is personal to them.  We are often asked for our recommendation of the best way to iron a shirt, we suggest following the below steps.


Always read the care label attached to the shirt, this will give you specific guidance for the fabric of your shirt.

Ensure your ironing board is set to the correct height so you can comfortably move your arms across the whole surface.

We recommend ironing the shirt while it is damp using a medium steam setting.  Ensure the iron is free from lime scale as this can stain the shirt.  Also we do not recommend using any liquid products aimed at making ironing easier.

Iron in the following order:

Step 1 – Collar

Remove the shirt’s collar bones and ensure the collar is flat.  Iron from the collar edges to the centre.  Fold the collar down along the seam and iron again to lock the collar in position.


Step 2 – Cuffs

Ensure the outside of the cuff is flat and iron from the outside edges to the centre.  If the shirt has a double cuff, fold the cuff over and iron again to create a perfect crease.


Step 3 – Yoke

This is the part of the shirt that covers the shoulders.  Iron from the centre to the sleeve on the left and right halves.


Step 4 – Sleeves

Spend a little time ensuring the first sleeve is totally flat on the ironing board with the cuff opening facing up.  Iron from the top of the sleeve down to the cuff creating a crisp crease along the sleeve and at the folds near the cuff.


Repeat with the second sleeve.

Step 5 – Back

Divide the back of your shirt into three columns and iron each section from the yoke down.


Step 6 – Front

Take one of the front sides of the shirt and ensure it is totally flat on the ironing board.  Iron around the sleeve seam first then down.  Take time to carefully iron between each button.


For Collar and Cuffs London non-iron shirts, after washing, simply hang the shirt on a coat hanger and allow it dry naturally, do not tumble dry.  Creases fall out as the shirt dries!


Website

Is your website secure?

At Collar and Cuffs London, we take security very seriously.  We use encryption software to protect your data and we do not store your credit or debit card details.  We ask that you enter your card details each time you shop with us for this very reason as we do not store them.


Also, when you enter the secure parts of our website you will see the padlock symbol appear in your browser and you will see the website address starts with “https”.  The “s” means “secure” meaning you can browse and buy with confidence.

I have forgotten my password, how can I log into my account?

To log into your Collar and Cuffs London account you will need to enter your password.  If you forget your password you can reset it by clicking on the “Forgot your password?” link on our Login page.


Data security

Do you pass customer details outside your company?

At Collar and Cuffs London we take your privacy very seriously and you can be assured that we will never sell your personal details to any third party.

We take the security of your information very seriously and fully comply with the requirements of the United Kingdom Data Protection Act.  You can rest assured that the information we hold is to provide you with exceptional customer service.  We will not pass your individual details to any third party, other than if:
  1. We are legally required to do so by the appropriate authorities e.g. the Police, Courts of Law.  This is by no means routine and would only happen if we were asked to do so.

  2. For custom-made shirts, we may pass details of your order to our shirt makers and this may be outside of the European Union.  This includes only relevant information, for example shirt measurements, and does not include any payment details.
Only authorised employees within Collar and Cuffs London use information collected from individual customers on a need to know basis. 


Tax matters and import duties

Am I able to claim back Value Added Tax (VAT) on my order?

Orders delivered to UK addresses as well as those in the European Union include VAT at the rate of 20%.  Orders despatched to addresses outside of the European Union receive an export discount of 16.667% to ensure VAT is not charged.


Collar and Cuffs London’s VAT number is 119 5943 88.

As an overseas customer, am I required to pay import duty or other taxes?

It is possible that you may need to pay import duty or tax on goods that enter your country, most notably if your address is outside of the European Union.  It is the responsibility of the customer to pay this.



Other

How do I measure my collar size?

Collar size is such a personal thing, however at Collar and Cuffs London we have a simple method for finding the perfect collar size.  Using a tape measure, measure around your neck but leave a space for two fingers between the tape and neck.  If you prefer a slightly tighter fit, only allow space for one finger, if you prefer a looser fit then allow slightly more than two fingers.


Am I able to recommend a friend to Collar and Cuffs London?

Absolutely.  We hope you are delighted with your purchase from Collar and Cuffs London, we further hope that you will tell your friends and family about our prices, quality and customer service.  When you recommend a friend and they purchase from Collar and Cuffs London, we would like to reward you!  The more friends you recommend, the better the reward!  For further details, simply click on the "Recommend a Friend Scheme" box which appears towards the bottom of each of our web pages (right hand side).

 

 

 
   
     
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