FAQs

Many of our customers have the the same questions and concerns regarding orders, the capturing and storage of personal information, shipping methods and shipping charges. Here is a list of the most common questions and answers provided for customers.

Your order will be processed and despatched as normal. You don‘t need to do anything, you’ll receive a despatch confirmation once it’s left our warehouse.

You can reset your password by clicking on “forgotten password” on the account log in page. We will send you an email with instructions on how to reset your password.

If your order is successful, payment will be requested from your card issuer immediately however, we won’t withdraw the funds until we despatch your order. You will receive an email confirming that your order has been successful.

If a payment isn't authorised and your order is unsuccessful, it may look like Lyle & Scott has still taken the money as some card issuers may still reserve the money for a short period of time.

Unfortunately, once you have placed your order we are unable to amend it. This includes changing the delivery address, item colour or size and removing items. If you wish to make changes, you will need to cancel your order and place a new one. If you wish to cancel please contact us as soon as possible using the options below.

Email us: customercare@lyleandscott.com

Call us: +44 (0)344 244 7000.

We are open Monday to Friday 08.30 to 17.00 GMT

We’ll send you an email as soon as you’re orders on its way.

If you selected next day UK delivery you should have it the following working day (or Tuesday if you ordered over the weekend). Otherwise you should have it within 5 working days.

If you’ve chosen our deliver to store option it should arrive in store 2-3 working days after receipt of order, we will contact you when it's ready for collection

You can return any item for a refund within 28 days of receiving your original order via Collect + (UK customers only). For our international customers, you'll be responsible for the cost of returning any items.

You can also exchange your item within 28 days, as long as the new item is of equal value.

We aim to process your return request within 3-5 working days however, during sale time this may take a little longer. If the item is out of stock in the size or colour you have chosen, we will automatically issue a refund.

  • Complete your returns note on the reverse of your packing list we enclosed with your order.
  • Peel off the Collect+ label and stick it onto your parcel (lost your Collect+ label? Give us a ring on +44 (0)844 244 7000 or email customercare@lyleandscott.com). Enclose the returns note with the product, and package up securely.
  • Take your parcel to your most convenient Collect+ store (visit https://www.collectplus.co.uk/store-locator to find your nearest Collect+ store), where you'll receive proof of postage and a code to track your return online. Please ensure you retain this proof of postage, so in the unlikely event your parcel goes missing, you’ll have proof you sent it.
  • For items purchased in multi buy offers such as 3 for 2, buy one get one 50% off, etc, you must return all items purchased under the offer for a full refund as we will not refund on part purchase.
  • We are unable to provide refunds or exchanges on underwear items.

No, we don’t currently offer a gift wrapping service, but keep checking back as we are always looking to make changes to the site

We are unable to accept returns or exchanges to our stores If you require a refund or an exchange for a different product, you must return this to our Returns Department in Scotland. With the exception of notified non-returnable goods.

We aim to process your return request within 3-5 working days however, during sale time this may take a little longer. Once your return has been processed on our system, you’ll receive an email notifying you the refund has taken place. After this point, please allow a further 7-10 working days for the funds to appear on your bank statement.

If any of the items we deliver are damaged or incorrect, we will refund the delivery charge. If you change your mind about wanting to keep them, you may return them free of charge but we will not refund the original delivery charge.

Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card.

 

Please note, in some instances your bank may have authorised a transaction but the payment doesn’t pass the security measures we have in place to protect customers against online fraud. Your card issuer may reserve the funds for failed payment attempts, however, we will not physically withdraw the funds from your account if no successful order has been placed. We recommend you call our Customer Care team on +44 (0)344 244 7000 to make sure no successful order has been placed before you raise this with your card issuer.

If the complaint is about an online shopping experience, please call one of our Customer Care representatives on +44 (0)344 244 7000 or complete the form on the Contact Us page. If it is about a product you have bought from our stockists, please get in touch with the store you purchased from – the telephone numbers of all our stockists can be found on this website.

We will consider discounts for deliveries to the same address over certain order values. Please call +44 (0)344 244 7000 to discuss your requirements.