Need to get in touch fast? Lets live chat
We monitor our live chat and emails up to 24 hours of the day, Monday to Sunday. While our exceptional customer service team are typically online during these hours, there may be rare occasions when they are unavailable. We prioritise live chat, so emails may take up to 24 hours to be replied to, although we are typically very fast at responding.
Feel free to jump on chat and leave us an email address if there isn't anyone available. Alternatively, drop us an email at firstname.lastname@example.org
Welcome to our help centre, all our most commonly asked questions and answers are here in our FAQ’s
Where is everything made?
We ensure our products are made well everywhere, about 30% of our products is made in the UK, the rest we work with reputable and accredited production partners around the world and have done from the very start. on each product page it states where the garment is made and what materials it is made from.
Can I purchase a gift card?
Yes! You can, they’re available at; £10, £25, £50 & £100. These are E-Vouchers. You can purchase them here.
Do you have a number I can contact?
We don’t have a phone line, but you can easily get in touch with a member of our friendly customer service team through live chat, or drop us an email 24/7. We usually reply to emails within 24 hours and live chat we can reply instantly. We use no bots on our live chat, so you can be rest assured you are always talking to a real person.
Orders, Shipping and Deliveries
Where do you ship to?
We ship to most countries around the world, with the exception of the following locations: Afghanistan, Ascension Island, Belarus, Caribbean Netherlands, Congo - Brazzaville, Congo - Kinshasa, French Southern Territories, Iraq, Lebanon, Libya, Myanmar (Burma), Russia, Somalia, South Georgia & South Sandwich Islands, South Sudan, Sudan, Tristan da Cunha, Ukraine, Venezuela, Zimbabwe.
If you have any questions about whether we can ship to your location, please don't hesitate
to contact us and we'll do our best to assist you.
How Much Does shipping Cost?
Shipping costs vary depending on your location and the total value of your order. For customers in the UK, shipping is free for orders over £100. For orders under £100, there is a flat rate shipping fee of £5.95. International shipping is available for a flat rate of £18, which typically costs us more. Customers from Australia, Japan, and New Zealand have a flat rate shipping fee of £25.00. If you have any questions or concerns about shipping costs, please
don't hesitate to contact us for assistance.
Do you offer free shipping?
Orders over £100 have free shipping within the UK mainland only.
How much does international shipping cost?
Shipping costs for outside of the UK are £18. Orders going to Australia & New Zealand are £25.
(These charges typically cost us more, but we cover the extra cost)
When can I expect my order to arrive?
Delivery times vary depending on your location. For customers in the UK, orders placed before 1pm are typically dispatched the same day and delivered the next day, but please allow up to 3 working days for delivery. For international orders, delivery times can range from 3 to 10 days depending on your location. Please note that delivery times may be affected by factors beyond our control, such as customs processing times or local postal service delays.
If you have any questions or concerns about delivery times, please don't hesitate to contact us for assistance.
How can I track my order?
Once your order has been dispatched, you will receive an email notification along with the tracking information. You can use this information to track your order and monitor its delivery status. If you have any questions or concerns about the status of your order, please don't hesitate to contact us for assistance.
Can I add to my order?
Once an order is placed, I’m afraid we are unable to add to orders.
Can I cancel my order?
You will need to get in contact as soon as you can. We pack orders very fast, and once packed, we are unable to cancel the order. Once you have contacted us, we are unable to guarantee that your order will be able to be cancelled.
What shipping methods do you offer?
For UK orders, we use DPD as our primary shipping carrier. For international orders, we use DHL as our primary carrier. However, we may use other shipping carriers depending on various factors, such as carrier strikes or the size and weight of your order. We always strive to provide the best possible shipping experience for our customers and will choose the most reliable carrier for your order. If you have any questions or concerns about shipping methods, please don't hesitate to contact us for assistance.
Can I change the shipping address on an order I just placed?
We understand that sometimes you may need to change the shipping address on an order you just placed. However, since we process and ship orders quickly, we ask that you let us know as soon as possible if you need to make changes to your shipping address. While we will do our best to accommodate your request, we cannot guarantee that a change can be made once your order has reached a certain stage in our warehouse. If you need to change your shipping address, please contact us immediately, and we will do our best to assist you.
Why is my order being shipped in multiple packages?
There are a few reasons why your order may be shipped in multiple packages. Sometimes, we have limited runs of products that are shipped via our retail store, which may result in your order being split into multiple packages. Additionally, if you have ordered a pre-order item along with other items, we may ship the rest of your order before the pre-order item. If you have any concerns about your order being shipped in multiple packages, please contact us and we will be happy to assist you.
My order was marked as delivered but I still haven’t received it. What can I do?
Sometimes delivery companies miss scan parcels. Please allow another 24 hours, then check with your neighbours, and in all safe places it may have been left. If that fails, please get in touch with our customer service team who will be happy to help. In some cases, we may ask you to sign a form to confirm that you did not receive your order.
Returns & Exchanges
How long will it take for my return to be processed?
You have a 14-day window starting from the date your order was delivered to initiate a return. Please note that we do not provide free returns, so it's important to ensure you have proof of postage or a receipt when returning items. Please be aware that we cannot be held responsible for any items that do not reach us.
To be eligible for a return, the items must be in a fully resalable condition. This means they should be unused, with all tags attached, and ideally in their original packaging.
Please note that &SONS retains the right to decline an exchange or refund for items that are not deemed resalable. However, this policy does not affect your legal rights concerning faulty items.
How do I make a return?
Do you offer free returns?
We are unable to offer free returns as a small growing company. Customers are fully responsible for the costs of returning anything. To avoid returns, drop us a line on live chat, or send us an email, and we are able to help with sizing or anything other questions relating to your purchase.
What if there's a quality issue with my item?
If you have any concerns about the quality of your &SONS item, please get in touch with our customer service team as soon as possible. We take quality very seriously and want to ensure that
you are completely satisfied with your purchase. Some examples of quality issues that we can address include manufacturing defects, faulty zippers or buttons, and stitching that has come apart. If you notice any of these issues, please contact us immediately and provide photos of the problem if possible.
We will work with you to find the best solution, which may include repairing or replacing the item. We want to ensure that you are happy with your purchase and that your &SONS item is of the highest quality.
Please note that our warranty does not cover normal wear and tear, or damage caused by misuse, so be sure to take good care of your &SONS item to ensure its longevity.
When will my refund appear in my bank?
Once we have processed the refund on our end, it may take up to 7-10 working days to appear in your account, depending on who you bank with.
If you do not get it by then, you will need to contact your bank. Typically, refunds appear in accounts within 2 working days.
Can I return my online purchase to your store?
Yes, please ensure you have your order number with you, and that the products are in a clean sellable condition with all tags still attached.
Can I return my in-store purchase by mail?
Yes, please get in touch with our customer service team to find out how.
Sizing & Product Care
What size am I?
If you know your body measurements, use our body size chart to find out which size to buy. If you are unsure, get in touch via our live chat, and we will do our best to help you. here>
Do you offer alterations?
Unfortunately we don’t offer alterations as a service. Alternatively, a good solution would be to get in touch with your local tailor for any specific alterations.
How should I wash my &SONS clothes?
It's important to follow the care label instructions for each &SONS product. However, as a general rule, we recommend avoiding tumble drying and using any stain removers. If you happen to spill something on your garment, wash it as soon as possible. Direct detergent in the washing machine should be avoided. If you want more information about product care, you can refer to our product care manual on our website, which provides detailed information on how to care for our garments. Additionally, some of our products may require hand washing, so always check the care label instructions before washing your &SONS clothes.
You can also find more information here >
How should I wash my &SONS jeans?
For general guidelines on washing denim, please refer to our product care manual on our website. If you want to maintain the original look of your denim and create a unique fade pattern, we recommend avoiding washing your jeans if possible. Instead, spot clean them as needed. If you do decide to wash your jeans, be sure to wash them separately and use a gentle cycle with cold water (around 30 degrees Celsius).
Follow the care label instructions provided with the jeans to ensure the best results. Most of our jeans are made with raw denim, which is untreated and un-washed. The fabric is sanforised or de-sized at the mill to minimize shrinkage after washing. However, please note that our Brandon Jeans are made from a stretch denim fabric, which means they may shrink slightly after washing. But don't worry, the fabric will relax after a few hours of wear. To ensure the best fit and longest life for your &SONS jeans, always follow the care label instructions and refer to our product care manual for more detailed information. Here >
How should I care for my leather goods
To care for your leather goods, we recommend spot cleaning them with a damp cloth as needed. You can also rub out some marks or scratches by hand. Avoid using any harsh chemicals or solvents on the leather, as this can damage the material. If your leather goods get wet, let them dry naturally, away from any heat sources. Do not dry them with a hairdryer or any other artificial heat source, as this can cause the leather to crack and become damaged.
At &SONS, we use vegetable-tanned (non-chemically dyed) 'pull-up leather' for our accessories. This type of leather is designed to develop a unique patina over time, as it lightens in some areas and becomes shinier in others with use. This is a natural process that adds character and individuality to your leather goods. To maintain the quality and appearance of your leather goods, avoid exposing them to extreme temperatures or sunlight for prolonged periods. Store them in a cool, dry place when not in use. If you have any specific concerns about caring for your &SONS leather goods, feel free to contact us for advice.
Why does indigo dye run?
Indigo dye is not very colourfast because it does not bond well to yarns or fabrics. Unlike other dyes that penetrate and bond to fibres, indigo dye sits on the surface of the fabric and is easily rubbed off. This is what gives raw denim its unique character and creates the fades on your jeans over time.
What hat size am I?
To determine your hat size, you need to measure your head circumference. To do this, use a flexible tape measure and hold it around your head, just above your ears and eyebrows. Make sure the tape measure is snug but not too tight. The tape measure should sit over the middle of your forehead.
Once you have measured your head circumference, round up to the nearest centimetre. This measurement will help you determine your hat size. Our hats are sized M-XXL, and a size guide is provided on the product page under the label size.
If you are still unsure about your hat size, don't hesitate to contact us for assistance. We want to
ensure that you find the perfect fit for your &SONS hat
When will a product be back in stock?
If you go onto the product page, and click on the size you would like, a button will appear that you can click to enter your email address. Once it has been restocked, you will receive an email to let you know. We also send out emails to our newsletter subscribers to let you know when we have restocked.
What forms of payment do you accept?
We accept a range of payment methods to make it easy for you to complete your purchase. We currently accept Visa, Amex, Apple Pay, Google Pay, Mastercard and PayPal. We use secure payment gateways to process your payment, so you can rest assured that your personal and financial information is safe. If you have any questions or concerns about payment options, please don't hesitate to contact our customer service team for assistance.
How do I know if my payment was successful?
After you complete your payment, you should receive an email confirmation from us
indicating that your order has been received and is being processed. This confirmation email serves as proof of your successful payment. If you don't receive an email confirmation, please check your spam or junk folder. If you still don't see it, please contact our customer service team and they will be happy to assist you.
Can I cancel or modify my payment after it has been processed?
Once your payment has been processed, we are unable to cancel or modify it. However, if
you would like to cancel your order, please contact us asap, and we will be happy to assist
you with a refund. Please note that we may not be able to cancel your order depending on
what stage your order is at.
Please note that it may take 3-10 business days for the refund to appear in your account,
depending on your bank's processing time.
Can I pay for my order in instalments?
We offer payment options such as Klarna, PayPal, and Clear Pay, which may allow you to
pay for your order in instalments. However, please note that the decision to approve instalment payments is made by the third-party payment provider and is based on factors such as your credit rating. We do not have control over these decisions. Please note that certain restrictions may apply depending on your location and order amounnt.
Do you store my credit card information?
No, we do not store your credit card information. For security reasons, we are unable to charge extra to your credit card unless you re-enter your card details. Additionally, any refunds will be issued back to your original payment method.
How will I be charged and in what currency?
The currency in which you will be charged will depend on your location and will be automatically recognized based on your IP address. Please note that if you are using a VPN, it may affect the currency displayed. You will see the total amount charged in the currency of your location during checkout.
Will I be charged duty & taxes?
If you are outside of the UK, you’ll be charged duty and taxes. This is out of our control. However, you will see these costs at checkout, so you’ll have no nasty surprises upon delivery.
Buy Now Pay Later FAQS
Discounts, Gift Cards & Promotions
Do you have discount codes?
Yes, we do offer discount codes from time to time. Keep an eye out on our website, social media channels and email newsletters for any ongoing promotions and discount codes. You can also get 20% off your first order by using code FIRST20 at checkout.
Do you offer price adjustments?
We do not offer price adjustments. Once an order has been placed, the price is final and cannot be changed. However, we do offer various discounts and promotions throughout the year, so keep an eye out for those!
Do you have a price-matching policy?
Yes, we do have a price-matching policy. If you find an identical item at a lower price from a competitor, we will match the price. The competitor must be an authorised seller of the product and the product must be in stock and available for purchase. Please contact our customer service team with details of the product and the competitor's price, and they will be able to assist you further.
How do I use my gift card or discount code?
To use a gift card or discount code, simply enter the code at checkout in the designated field. The discount will be applied to your total purchase price. If you have any issues with using your gift card or discount code, please contact our customer service team for assistance.
Can I use multiple discount codes or gift cards on the same purchase?
No, you can only use one discount code per purchase, and points cannot be used with discount codes. However, you can use a gift card along with a discount code or points.
Do your gift cards have an expiration date?
No, our gift cards do not expire, so you can use them whenever you want to purchase products on our website or in-store.
Are there any restrictions on what I can purchase with a gift card or discount code?
You can use a gift card to purchase any product in our store or on our website. However, please note that discount codes cannot be applied to sale items or gift cards.
Can I receive a refund for a purchase made with a gift card or discount code?
Yes, you can receive a refund for a purchase made with a gift card or discount code. The refund will be issued in the form of the original payment method, which may include a combination of a gift card, discount code, and other payment methods. If the refund amount exceeds the amount originally paid with the gift card or discount code, the excess amount will be refunded to the other payment methods used in the original transaction.
Shops and Services
Where can I find your products in stores?
Our products are available in our own retail store located in Cheltenham, UK, where we stock the full range of products. We also have a list of authorized stockists, which can be found [here]. Please note that not all products may be available at every stockist, so we recommend checking with the stockist for more information.
What is the shop address?
60 Clarence St, Cheltenham, GL50 3LE
Can I pick up in store?
We do not offer a click and collect service at the moment. However, if you contact our customer service team, they can check stock availability for you and reserve the items.
Can I return my items in store?
Yes, you can return your items to our retail store located in Cheltenham. Please ensure that you have your order number with you and that the products are in a clean and sellable condition with all tags still attached.
Can I book a personal styling appointment at your store?
We don’t offer formal personal styling appointments, but our staff in-store are always happy to offer help and advice on styling and fitting. Simply visit our store during our opening hours, and one of our knowledgeable team members will be happy to assist you.
Can I return my in-store purchase by mail?
Yes, you can return your in-store purchase by mail. Please get in touch with our customer service team for instructions on how to return your item. Please note that you will be responsible for the cost of return shipping. Once we receive your item and confirm that it is in a clean sellable condition with all tags still attached, we will process your return.
What are your Cheltenham store's opening hours?
Our Cheltenham store is open from 9am until 5pm Monday to Saturday, and from 10am until 4pm on Sunday. Please note that on bank holidays we operate Sunday hours, and that we may be closed on certain days of the year.
Where can I park?
There is limited meter parking outside the store. The nearest car park is: Chelt Walk, Cheltenham, GL50 3PR. There is also a carpark located at Waitrose, which is a 5-minute walk away from the shop
Can I try on everything in store?
Yes, we have a changing room so you can try everything on for sizing.
Do you offer alterations?
We currently do not offer alterations.
Can I bring my dog into store?
Yes, we allow well behaved dogs in store.
What is the shop’s phone number?
You can call the shop to ask about stock by calling; 07594997540. They may be busy helping other customers, so please use our live chat service to see if they’re able to help you.
What is your return policy?