Frequently Asked Questions

Registration & Ordering

The website looks different – is it new?

We have recently launched a brand new website and hope you like it. It is called a ‘responsive’ site, which means that it will work perfectly on your desk-top, tablet and mobile phone. We hope this will make shopping with us even quicker and easier.

If you have been shopping with us for some time, it may take a little while to get used to the new site. The main difference will be additional features, better search and a handily accessed ‘header’ and ‘footer’. If you feel uncertain and would like a little help – please don’t hesitate to use the on-site Click to Chat facility or contact the Customer Care team on 0287 946 5005 or email us at

I already have an account, but I can't log in?

Please ensure your email address and password is entered correctly. Remember your password is case sensitive. There is a Forgotten Password link right next to the Password box – once you have entered your address and sent it to us, you will receive an automated email, inviting you to create a new password.

Please note, we have recently launched a new website. All existing customer registrations should have been transferred between the old and new site. However, if you have not shopped with us for some time, there is a small possibility the transfer may not have taken place. If you find that none of your details are recognised, it may be quicker just to set up a new account.

How do I place an order?

Our aim is to make your shopping experience with the Savile Row Company as easy as possible. There are lots of ways to search for your purchase. If you have the catalogue and know exactly what you want, then you can enter the six digit product code e.g. 011wht or part description in the "Search" box at the top of the page and then click search. You can also search by product description or size e.g. blue shirts 17”.

The site features a ‘top navigation’ which enables you to click on the product category (Shirts, Suits, Shoes etc) of your choice. Once you have clicked on a category, you will see more search options on the left hand side of the page. This allows you to refine your search even further.

When you have found a product you would like to purchase, simply select from the size and feature options available and then click on Add to Basket. If you have forgotten to complete anything, a prompt message will appear on the screen. You can view your basket at any time by clicking on the basket icon at the top right of the screen. When you have finished shopping, simply click on the Checkout button and follow the instructions through our secure checkout process. For more detailed information, please visit our Ways to Order section.

Can I pre order an out of stock item?

Each season we design a completely new collection. Although there may be a few items that are carried forward from one season to another, we pride ourselves on creating new fresh designs for Spring/Summer and Autumn/Winter. Our products, are in effect, limited editions; this means that once sold, stock is not re-ordered. By signing up to our email newsletter, you will be the first to hear of new collections and special offers.

How do I use a promotion code?

Add items to your basket and proceed to checkout.

When you come to the Basket page, the items you have ordered will be listed. Beneath, these on the right hand side of the page and within a grey box – you will see the wording – APPLY AN OFFER OR PROMOTION CODE. Please enter the code (received in an email, from our site, error page, voucher code site etc) into the box. The offer you applied will be confirmed and the discount will be shown.

Please note - if the offer includes a free item e.g. A free tie with a shirt – you must select both the shirt and tie of your choice, add both to your basket and proceed to checkout in the normal way.

When I enter my offer code, the discount is not applied?

Often, there are conditions to a promotional offer e.g. excludes Clearance; offer is exclusive and cannot be used with any other promotion; offer ends on a certain date. It may be that the items you have selected are not a valid part of the offer or that the promotion has come to an end. The site will only accept one offer code per order.

When I click to go to some pages, including Checkout – the page isn’t displayed – why?

Privacy settings on your Internet Explorer may be set too high. Go to ‘Tools’ in your menu, choose ‘Internet Options’, then click on ‘Advanced’ and ensure that your privacy setting is set to Medium.

It is also possible that a cookie was dropped while there was a temporary problem with the site. This can be resolved by ‘clearing your cache’

Firstly, clearing your cache ensures that your browser retrieves the newest copy available from the website, something that should happen automatically but sometimes does not. Have a clear cache will also improve the speed of your browsing.

You might also want to clear the cache if you're experiencing issues like 404 errors. Whatever your browser – Internet Explorer, Chrome, Firefox etc, this is a very quick & easy job. In most cases, you can do this through the History area in Settings or via the (Internet) Options menu.

To help further, here are some links to specific browser tutorials:

What do I need to do if I need to change my order or delivery address?

The site processes all orders immediately, which means orders cannot be amended or cancelled online. We also do our best to dispatch orders on the same working day. However, if you require additional items, need to amend, cancel your order or change the delivery address – please contact our Customer Care team on 0287 946 5005 or We will do our best to carry out your request, providing the order has not been dispatched.

Click to Chat – During office hours, we do offer an onsite Click to Chat service – the chat icon appears on every page. You may find this useful as a way to talk to one of our team.


Can I pay by postal order/bankers draft or bank transfer?

We won’t take any payment until we’ve made sure that your goods have been dispatched. However should you choose to use PayPal, they do make an immediate deduction from your account. To make sure you always have the highest level of security, your payment details are automatically encrypted when you enter them.

We accept payment by Visa, MasterCard, Visa Delta, Visa Electron and Amex. We do accept postal orders, bank transfers and banker’s drafts but we hope you understand that such orders will not be dispatched until funds are cleared

We will never ask you to provide any payment details over our ‘Click to Chat’ service

Am I liable for customs charges?

If you place an order for a non-UK destination, the order may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. Unlike many companies, we cover the cost of US duties so you will not be liable. If a charge is applied, please contact us at Unfortunately, we do not cover taxes/duties to any other country, therefore you are responsible for those charges. Please note, we have no control over these charges so cannot estimate their amount. Please contact the relevant local customs office before placing your order.

What currencies do you accept?

We have a multi-currency website and transact in Sterling, Euros, US and Australian Dollars. Our IP locator should deliver the relevant site to your home country. Should you wish to change currencies, simply click on the appropriate flag.Please note – we set a conversion rate at the beginning of the season so you may see a variance between that and the rate operating on the day you shop with us.

My card has been used fraudulently?

In the event, that a transaction on your card has been used fraudulently on our site, you should first contact your credit card company so that they can take the necessary action and contact us as soon as possible. Please be assured we will assist your bank in any way possible.


How long does it take for delivery?

Please allow up to 3 working days for orders dispatched to UK addresses. International delivery times vary according to the service you select. Please visit our Delivery pages for detailed information. All orders are subject to payment card authorisation and stock availability. We do our best to dispatch orders on the day of receipt but please keep in mind that we do not dispatch orders on the weekend or during public Bank Holidays. 98% of our customer orders arrive within the specified time frame.

However some countries could experience a slight delay depending on their customs regulations and local postal services.

What are your delivery charges?

Please visit our Delivery Charges section for a full set of charges. We deliver worldwide, using Royal Mail and a carefully selected number of other reputable carriers. UK customers, please note – if the billing and delivery address on your first order differ, we may write to you for confirmation of your address. This is done to prevent fraudulent misuse of your card. For the same reason, we also ask that customers using an international billing address, place their first order to their billing address.

Can I have next working day delivery?

Yes, you can have next day delivery for orders to the UK. Next day orders need to be placed before 2pm (subject to the order successfully completing our fraud-check process). This order will require a signature on receipt. Note: Deliveries are Monday to Friday only. Please visit our Delivery section for detailed information. We have found that in some cases, deliveries to Ireland and some parts of Scotland can take 2 days, despite assurance otherwise. Should you be concerned, please contact us at and we can assist in tracking the order or visit

Can I track my delivery online?

Tracking details for the majority of our UK orders will be included in the Order Confirmation email. Most UK orders can be tracked at Orders sent via DHL can be tracked via

If you need help, please contact us at and we can assist in tracking the order

Will I have to sign for my parcel?

Please see of Delivery section for detailed information on those deliveries that will require a signature

What happens if I am not there to take delivery?

The postman/courier is required to leave a card for attempted delivery. The card will provide contact details and instructions for you to follow. It is also worth checking in surrounding ‘safe places’ or with a neighbour as some carriers will leave parcels in this way

What happens if I do not receive my order within the time frame?

Unfortunately, in spite of all of our efforts, there can sometimes be unforeseen delays and in this case we would ask that you wait a little longer. It's been our experience that the majority of late packages arrive shortly after the estimated delivery date. Parcels are generally delivered within 5 working days after the date of dispatch. Occasionally, the post man or courier may not leave a card if you were not in to receive your parcel. You may want to check with your local delivery office as your package could be held there.

We do understand how frustrating it is if you order is late and we will do our very best to investigate the cause. Unfortunately, all carriers specify that a parcel is not officially ‘lost in transit’ unless 14 days (30 days on International orders) have passed from the date of dispatch.

At that stage we will replace the order (stock permitting) and dispatch as a priority. Alternatively we will issue a refund, should this be your preference, but we would prefer the opportunity to complete your order.


What is your returns/guarantee policy?

Please see our Guarantee and Returns section for detailed information

What do I do if an item is faulty/wrong item?

Savile Row Company operates a ‘No Quibble Guarantee’. If for any reason you are not totally happy with your purchase, return it to us using our UK FREE POST service within 90 days. We promise to exchange the item, or return your money in full without quibble. Washed or unwashed, we won’t argue – we’ll just take it back. This guarantee is in addition to your statutory rights. We offer a local address return service for the US & AU. Please see our Returns section for UK, US and AU addresses. All other returns should be addressed to:

Unit 12, Station Road Industrial Estate
BT45 5EY

Please mark package - CLOTHES RETURNED TO ORIGINAL VENDOR and note that you will be responsible for the return postage

If an item is sent back as faulty, and on examination, we concur – we will refund all postage costs as well as the cost of the item

Should you wish to exchange an item (not because it was faulty but for any other reason), please include adequate postage for the exchange order

When returning an item, for whatever reason, please ensure that you obtain proof/receipt of postage. If the parcel goes astray, we will need this to process any claim.

Product Information

Why does the price of items in my catalogue vary from those on the website?

We sometimes print the catalogue in advance and may have decided to make some price reductions between then and your receipt of the catalogue. You will always be charged the lower of the two prices.

How do I know what size to order?

Our Men's Sizing Charts and Women's Sizing Charts are available to help you to measure yourself for the perfect fit.

You will also find the appropriate sizing chart on each product page

How do I measure my sleeve length/collar size/chest size/ inside leg?

Please visit our Men's Sizing Charts for detailed information.

What are the care instructions for your garments?

Our Product Care page has detailed care instructions for all our garments.

What fabrics/weaves are your shirts made from?

The vast majority of our shirts are made from compact 100% cotton yarn – providing a luxuriously soft but durable finish. We have a select range of non-iron shirts and all our other shirts come with a special easy-iron finish. We use poplin, herringbone, end-on-end and twill weaves - each chosen to highlight the design of the shirt.

How do I give feedback?

We hope that the quality of goods and service we provide will mean that you will remain a long-standing customer of the Savile Row Company. We are always interested to hear your comments and feedback so please send any to