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    Frequently Asked Questions

    Before contacting us, please check the despatch email we sent which confirms what should have been in the parcel.

    Sometimes we split your order in to more than one delivery so it might be the item(s) you're missing will be delivered separately.

    Also, check the despatch note that came with your parcel. That will list all the items in your parcel. If the item(s) you're missing are not on that note, it's likely they'll be delivered separately.

    If you have tracked your parcel and it shows as delivered but you wish to dispute it, we strongly recommend that you call our 
    Customer Care team so that we can discuss the  delivery together all in one contact. Please be advised that we may need to use the recording of the call in order to conduct the investigation with our carrier and/or the police.

    Before contacting us we suggest you check with your neighbours and any safe places around the delivery address. Usually the tracking will have a picture of the delivery location and that will be our first port of call.

    If you have any concerns about how we handle your data, please take a look at our Privacy Policy page


    https://www.size.co.uk/customer-service/privacy/


    Here you'll find details of how your data is processed and who to contact should you still have any questions.

    We can supply a VAT invoice for your online order when:


    • The order has been delivered
    • You have a valid VAT number
    • We can verify the VAT number
    • The billing details of the order match the address details associated to the VAT number


    If we're unable to validate or match any of the VAT details with the order details, we can supply a despatch note which serves as a proof of purchase. If your order was split we'd supply individual despatch notes for each parcel and the items within that parcel.


    In order to request a VAT invoice, please submit your request, one at a time, via our Contact Us form at https://www.size.co.uk/customer-service/contact/


    We understand that we may have previously supplied VAT invoices on request however we've updated our process to ensure a due diligence before supplying VAT invoices. 


    Reasons we may reject your VAT Invoice request

    • Multiple requests in one Contact Us form submission
    • The billing details from your order don't match the details associated with your VAT number
    • If we're unable to verify your VAT number
    • If your items were refunded
    Please allow the required time for the delivery method you have chosen before you contact us. Your estimated delivery date can be found on your confirmation email.

    We will send you an email and text message update once your order has been despatched.

    Please log into your account to view the most recent update on your order.

    Alternatively, you can check the tracking link we sent in your despatch email to view the latest tracking information or here, however, please note Click and Collect orders cannot be tracked on through this service. For Click and Collect orders the store will notify you when your order is ready to be collected.   

    Still need help? Call us on 0161 393 7063! Be sure to have your order number ready so we can help you as quickly as possible.   


    You can return your items to any UK size? Store for FREE

    You can also return your items via our returns portal HERE if purchased in the UK via the size? website or apps. FREE option available

    Please allow up to 14 days for your return to be processed once we receive it back at our warehouse. Once refunded it will show in your account within 3-5 days.

    Orders placed in store or at the Kiosk can only be exchanged or refunded in store.

    Order by midnight to receive your parcel within 2 days of the following day, e.g. order at 22:30pm on Wednesday, receive it before Friday evening.

    £4.99 (Express 2 Day Delivery) Delivered within 2 days via Royal Mail

    The following postcodes are excluded from this delivery promise:

     

    Scottish Highlands - AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50

     

    Scottish Islands - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3

     

    Islands: BT, IM

     

    Jersey – JE

     

    Guernsey – GY

     

    Check out the delivery pages to see whether it’s currently available.

    Where a manufacturers defect has been established size? will give an exchange / refund up to the full original purchase price upon production of a satisfactory proof of purchase.

    Store purchases must be returned to store, online purchases can be returned either to store or online.

    Some goods will require an inspection via our head office returns department and will incur a delay in processing. Please keep your receipt.

    This does not affect your statutory rights.

    size? are happy to refund or exchange any merchandise returned in an unused and saleable condition within 28 days of purchase (or receiving if an online purchase) upon production of a valid receipt. 

    You are only able to return merchandise bought in a size? store to any of our physical locations. To check your nearest store click here

    You can return orders placed on line both in-store and through our returns portal here

    You can return your unwanted items back to any of our size? UK stores within 28 days of purchase. They must be complete with the packaging, tags and any special items that may have accompanied them. Remember to take your proof of purchase with you too 

    You are able to return orders placed online both in-store and through our returns portal here

    Click here to use our store finder

    Sorry your order was cancelled.

    If any of the items you've ordered are out of stock at the time of packing , we'll cancel them from the order which will trigger a refund back to your method of payment. We will do this as soon as possible and by no later than 30 (thirty) days from the date of your order. Once the cancellation has been confirmed and the refund process started, we expect the refund to be with you within 5 working days. This timescale can vary according to your payment method.

    You’re welcome to return your items. In order to process your refund please send your items back to us using the returns address below within 28 days for a full refund for purchases made via the size? website or app (excluding size?launches app), or within 14 days for purchases made via the size?launches app. Make sure goods are returned by recorded delivery or courier, and retain proof of postage to ensure we receive your unwanted products as efficiently as possible. Please also note that customers are responsible for the shipping cost of the return, and any returned items are your responsibility until they reach us. 

    size? Internet Returns 
    Door 2,
    Michael Faraday Avenue,
    Milnrow,
    Rochdale. 
    OL16 4FW

    When placing your order, it is important to provide your mobile number and e-mail address during the checkout process. Once an order is processed and out for delivery, you will need to give the DPD driver the 4-digit pin in order to receive your order.  The pin code will be sent to you via e-mail/SMS.  Each pin code is unique and created separately for each shipment. Please keep these safe.


    If you've accidentally deleted the PIN communication, the driver can resend it to you once they arrive at the delivery address. You can also download the DPD app and view the PIN in there too.

    All items can be sent back to us for purchases made via the size? website, app or size?launches app. Simply package up your purchase with the order note and visit our portal by clicking here and you will see various return options. If you are returning outside of the UK please use a carrier that provides a certificate of posting just to ensure we receive your unwanted items safely. Please note that the items are your responsibility until they reach us. Enclose your despatch note and send to the address below.

    If you're lucky enough to live near a size? store, just take your despatch note and the goods you want to return, and the store team will be happy to assist you. Returns are free online & instore.



    We've updated the till points in our stores to accept online returns. A return is registered through the till point and a refund will be processed back to the original method of payment you used online, all payment methods refunded!


    We're pretty quick at picking and packing your order & once the order has been placed we can't change it before despatch, therefore we need to be quick to cancel your order once your purchase has been confirmed. If you contact us on 0161 393 7063 as soon as possible we may be able to help.

     

    At certain times we are unable to send all of the items you have ordered. If this is the case, we will send you an email letting you know of all the items that are missing from your order.


    Please note that we will provide you with a full refund for all the items that have not been sent.


    Please note that if purchasing more than 1 item then your order may be split into separate deliveries.

    If you have not received a notification that an item was not available and not received the refund after 5 working days, then please contact our Customer Service and we’ll look into it.

    If delivery is to an address outside the UK, you may be charged taxes or duties on import into the destination country – we recommend you contact your local customs authority to understand the potential costs prior to placing an order. You will be the importer into the destination country and by ordering through this site you give authority to our couriers to deliver and clear goods to you on that basis.

     

    Unfortunately, once the order has been placed we can't change it. We're pretty quick at picking and packing your order, therefore we need to be quick to cancel your order once your purchase has been confirmed. If you contact us on 0161 393 7063 as soon as possible, we may be able to help.

     

    If you change your mind you can return it to us free of charge by taking it to one of our stores or by posting it back to us. Visit our Returns page to arrange a return!

    The way the majority of re-sellers work is that they use a dedicated network of people buying our product on launch day from our stores all over the country and online, so they can ‘guarantee’ a full size range (what you will see on eBay etc). They use these ‘pre-orders’ to determine how many and what size they need in a certain product. If you look at the end dates on these listings, they will almost always end either ON or AFTER our official release date, when they will then have access to the product via their buying network. We are constantly improving surveillance on re-sellers via our store network and digital channels and are actively blocking and identifying known re-sellers and re-sell networks from accessing our in demand launches at scale.

    Is this legitimate? If the survey email is from size?, with the email address feedback@size.co.uk then this is from us!
    Where can I spend the gift card? If you're our lucky winner, we will contact you to arrange an address to send your gift card to. This physical card can be redeemed in any size? store in the UK.
    Okay, so what do I need to do? Once you’ve completed the survey questions, the option to consent to enter the competition will appear. Select yes, and then boxes will appear to input your first and last name, and email address. Make sure your email address is typed in correctly, as this is how we will contact you if you win! Keep an eye on your emails to find out if you have won – we will email you to confirm that you’re over 18 and arrange how we’ll get your gift card over to you.
    Why does it say "Qualtrics"? Qualtrics are the agency we use to conduct our surveys and store the responses you provide. You can check their privacy policy

    Due to the demand for our limited releases and value customers place on some products, you will often see our product being “re-sold” in various places including auction sites, such as eBay, which we 100% do not condone in any way whatsoever. Unfortunately it’s very difficult to control what happens to the stock once we have sold it. However we don’t sell any of our releases in bulk, manually going through every single order and actively cancelling any large orders for the same product, nor do we allow any of our staff to re-sell which is also monitored extremely closely.

    size? are happy to refund any merchandise returned in an unused and saleable condition within 28 days of purchase (or receiving if an online purchase) upon production of a valid receipt. 

    You are only able to return merchandise bought in a size? store to any of our physical locations. To check your nearest store click here

    You able able to return orders placed on line both in-store and through our returns portal here

    Visit our delivery page for more information on UK and International delivery.

    Return Policy

    Items you decide not to keep.

    Not quite right? No problem, you can return items you decide not to keep providing these items are unused, in their original packaging with all tags and labels attached and in a resaleable condition. If an item is returned back to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you and ask you to cover the delivery costs. All items are inspected on return.

    If we sent you the wrong item or you received a damaged product, please contact us (provide your order number, email address and contact telephone number) so we can correct the problem immediately at our expense.

    1.       Complete a return form which can be found in your package. Can't find it? Simply write down the details of your order from your order confirmation email and pop it in the parcel. Please include order number, email address, full address and postcode and the details of the item (s) you are returning and the reason why.

    2.       If you are returning a gift, include the purchasers name, email and address.

    3.       Return securely packaged items to the address on the return form by the carrier of your choice or visit our returns portal on-site here to choose your nearest drop-off location

    4.       We will refund, to your original payment method, Shipping charges are non-refundable and the cost for a postal return starts from £2. In-store returns are free.'

    5.       We aim to refund you within 14 days of having received the returned item(s)

    6.       Personalised items will only be accepted if the personalisation text is incorrect or if the product is faulty. Underwear is non-refundable for hygiene reasons. Swimwear returns will only be accepted if the hygiene seal is still intact. Pierced jewellery is non-refundable.

    Full Terms and Conditions can be viewed here 

    If you think the item your received is faulty/damaged please get in touch with Customer Service and we will see how we can help you.

    At this moment in time, our gift cards are only valid for redemption in stores.

    If you want to send something to someone as a gift then you can use their address as the delivery address for your order. We don't offer a gift-wrapping service so the goods will arrive just like a normal order. We do display the prices of the items on the delivery note & we can only discuss the order with the person who placed the order.

    We are working hard with our carriers to get your parcel to you asap. Please do not contact customer care. We will send you an update soon. Don’t forget to use our tracking links (here) once your parcel has been despatched. We thank you for your patience and continued custom.
     
    We deliver to 115 countries! Standard and Tracked Express delivery services are available to most of the countries we ship to. International delivery is available from just £6.99 - the price varies by country and this can be found here
     
    Who will deliver the parcel?
    Deliveries will be shipped via DPD, Skynet, and Pro Carrier depending on the weight and value. Once the parcel has arrived in your country it will be passed on to an internal post service and be subject to their standard delivery procedures.
     
    How long will it take?
    Delivery will take 7 to 21 working days after despatch; a signature may be required and if you're not around the driver will leave a card with instructions on how to pick it up. This may vary depending on the country but we should be able to give you more info if you contact our Customer Service team quoting your order number.
     
    Can I track my delivery?
    Tracking is available on some Standard deliveries and on all Tracked Express deliveries. You will receive a despatched email with a tracking link on for your order, alternatively you can log in to your account and view the tracking in your order history.
     
    Will the recipient have to pay duty on the order?

    If delivery is to an address outside the UK, you may be charged taxes or duties on import into the destination country – we recommend you contact your local customs authority to understand the potential costs prior to placing an order. You will be the importer into the destination country and by ordering through this site you give authority to our couriers to deliver and clear goods to you on that basis.

     



    Call us on 0161 393 7063. Be sure to have your order number ready so we can help you as quickly as possible.

    Email us through the message icon HERE , or why not try our FAQs for a quick answer!


    We are available between 8am - 9pm GMT 

     

    If you have any questions regarding Klarna, please see our full FAQ Here.

    If you have any questions regarding Laybuy, please see our full FAQ Here.

    In order to be able to offer you Klarna’s payment options, we will pass to Klarna certain aspects of your personal information, such as contact and order details, in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you. General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy policy. Please also find a link to the size privacy policy here

    If you have any questions regarding Clearpay, please see our full FAQ Here.

    size?access is a free membership program which unlocks a number of benefits on our size? app & size?launches app such as three entries for every raffle you enter for more chances of winning raffles to secure your purchase. Simply download the size?launches app, click on account preferences and sign up. 

    Find full benefit details here

    Full terms and conditions here 
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