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    FAQs

    Our customer service number is 08001510785. 

    We also have our customer service agents available via our Live Chat.

    HERMES £3.95 Standard Next Day Delivery*


    * if ordered before 6pm Monday-Friday



    UK RETURNS:


    Step 1. Please be aware that you must raise your return within 100 days of receiving your order.

    To arrange your return please log into your account, select your order and click the return button where you will be guided through the returns process.

    Please note: UK returns are free however, international returns costs will need to be covered by yourself*


    Step 2. Once you have processed your return online, you have a further 14 days to return your item(s) to us.

    Please ensure your items are securely wrapped and your parcel contains all the information requested.


    Step 3. We will notify you via email when we have processed your return.

    All successful returns will be credited to the original payment method.

    Please note refunds may take 3 to 5 working days (Monday to Friday, excluding bank holidays) to show in your account.


    *If you are returning faulty goods please contact our customer service team via your account section or live chat.

    **Please note that we are unable to exchange garments for other styles. Garments may only be exchanged for the same style in a different size or colour.

    Remember to ask for a receipt as proof of sending.


    Fore more returns information, please visit our Returns page.

    Step 1: Sign up to our mailing list (can be found on the bottom of our homepage!)


    Step 2: Wait for your welcome email (can take up to 2 hours to arrive and may be found in your junk/spam folder!)


    Step 3: Retrieve your unique discount code from the email, and enter this upon checkout to take advantage of 20% off!


    If code is not applied upon checkout, refunds cannot be requested at a later date.


    We are sorry to hear your code isn't working, you will need to check that you are not trying to use more than one code per order and that your item isn’t excluded.

    If the code isn’t being affected by one of the issues above then please contact our Customer Service team.

    Unfortunately, due to the speedy turnaround of our orders, once you have placed your order we are unable to amend or cancel it. This includes changing the delivery address, adding/removing items and cancelling it entirely.

    Follow the link here to find your local Lyle & Scott store.

    BREXIT: EVERYTHING YOU NEED TO KNOW

    Following the UK leaving the EU from January 1st 2021, Lyle & Scott would like to reassure all our customers that there will be no change to your shopping experience.

    Lyle & Scott is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.

    As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.

    Lyle & Scott can confirm that your shopping experience will not be impacted, and you will be able to continue to place orders as usual.  

    For customers located in the EU, most of our products will ship from our distribution centre within the EU and therefore ordering with us will continue as normal.

    For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no cost to you.

    We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.

    Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.

    MY ACCOUNT

    You’ll need to register before you can place an order with Lyle & Scott.

    As long as you have a valid email address, then you can head over to our sign up page to get in on all the action.

    We do not want you to lose out on our exclusive offers, so you can choose to receive our notifications when registering.

    If you are already registered and wish to receive these emails, you can login to your account and change the 'Email preferences' option.

    It’s easy to make changes to your details, whether it’s your payment information, password or address book.

    Log-in to your account and you’ll see a range of categories at the bottom of the page under ‘Account Settings’.

    You can rest assured that shopping with Lyle & Scott is safe.

    We’re fully compliant with the data protection act so we care about keeping your details secure.

    For further information, please visit our Privacy Policy page.

    Don’t worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we’ll send you instructions on how to get this reset.

    If you no longer want to receive our exclusive offers and promotions then you can log-in to your account and select the ‘Email Preferences’ option to make this change.


    ORDERING

    All items ordered with Lyle & Scott depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.

    Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.

    It’s easy to place an order with us. Log-in to your account to begin browsing our range.

    Once you’ve found the product you want, you’ll need to click ‘Add to basket’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.

    If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.

    Check everything is correct and you’re good to go. We’ll send you an email as soon as the order is on its way.

    Yes, click on the ‘My Basket’ icon at the top of the page and you’ll be able to see the item(s) you have in there so far.

    Use the + button to stock-up on your favourite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.

    Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re more than happy to help you do so.

    Get in touch with them now via the 'Still need help?' section (below).

    Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking ‘Add a new address’.

    We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

    We may ship items separately in the event of one or more of the items being delayed.

    Your account makes it easy to keep track of all your orders.

    Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and you’ll be provided with all the details you need about that order.

    We’ll also send you a dispatch email as soon as your order is on the way.

    Your account will show any previous orders you’ve placed.

    Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.

    The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

    Unfortunately we are unable to cancel/amend orders once they are placed.

    Please contact out customer service team to see if there is anything we can do.

    Unfortunately we are unable to cancel/amend orders once they are placed.

    Please contact out customer service team to see if there is anything we can do.

    We’re really sorry that happened as we aim to provide high quality items to all of our customers.

    So that we can look into this for you, please contact us to tell us more via the 'Still need help?' section (below).

    To speed the process up, it’d really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.

    1. Order Number
    2. Product Name
    3. Details of the fault.
    4. Images that support the fault, if applicable

    As soon as we've looked into the fault we'll let you know what we plan to do next by sending you an email.

    We’re really sorry to hear that, sometimes things can go wrong but don’t worry as we can help. Please send us a message via the 'Still need help?' section (below).

    We’ll need to know the following information so that we can fix this for you-

    1. Order Number
    2. Incorrect item received
    3. The correct item ordered

    As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email.


    We take pride in our products so we’re sorry to hear you’ve received your order damaged.

    Sometimes things can go wrong but don’t worry, as we can help.


    If you have an item you believe to be faulty, that you:

    • Purchased from our website directly 
    • within the last 12 months 
    • are from the UK

    Then please proceed with our usual free returns process, available on our website FAQs.


    If you a) and b) applies to you, but you are outside of the UK, please contact our service team to discuss.


    Unfortunately, if it has been more than 12 months since your purchase, we cannot except any returns for faulty garments, as this would be outside of our manufacturer's guarantee.


    Finally, if you have an item that you purchased from a stockist/store, we would advise you to contact them directly for further advice. Should you not get the outcome you desire, please feel free to contact our team, to see if we can assist.

    We're sorry to hear you have a missing item from your order. Sometimes we have to cancel items due to stock availability in our warehouse.

    Should this be the case with your order you should be contacted via email.

    Please contact our customer service if you require more information.

    Please note that we are unable to exchange garments for other styles. Garments may only be exchanged for the same style in a different size or colour.

    PAYMENTS AND DISCOUNTS

    We offer a variety of online payment methods to ensure our customers can place orders with ease.

    You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.

    We do this to ensure that our customers are safe while they shop.

    Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).

    We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.

    If you’re seeing the status ‘Payment Problem’ on one or more of your orders then this means that we need you to check the payment information that has been submitted.

    Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you’ll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

    Once you place an order, the payment will show in your account as pending until we send the products to you.

    The pending transaction is telling you that the payment is authorised to be taken.

    If you want to add new payment details then you’ll need to do this at the checkout stage.

    Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite beauty brands with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.

    Once you’ve found all the items that you want then click ‘My Basket’, you’ll see a box located below your list of items which says ‘Got a discount code? Enter it here’.

    Add your discount code into this box and click ‘Add’ to apply the discount.

    If the code doesn’t work then you’ll need to check that you’re not trying to use more than one offer and none of the items are on our exclusions list.

    We’re sorry to hear your code isn’t working, you’ll need to check that you’re not trying to use more than one code per order and that your item isn’t excluded.

    You can refer to our exclusions list to check.

    DELIVERY

    We send you an email as soon as your order is on the way, so that you can find out when it will arrive.

    For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.

    Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.

    Our Delivery Information page can give you more information and timescales.

    HERMES £3.95 Standard Next Day Delivery*


    * if ordered before 6pm Monday-Friday


    Our Delivery Information page can tell you the timeframes associated with our different delivery options alongside their costs.

    You can track your order using the link in the order confirmation email sent to you.

    Or alternatively, head to your account for more information.


    To qualify for free delivery, you need to spend the minimum amount in the following currencies and be in the UK:

    £75 GBP

    If you are getting this message, it is likely that you are paying in a currency, that we do not accept when shipping to your delivery country.


    For example, if United Kingdom is selected as your delivery country, but you are shopping in Euros, you will get this message, as we only accept payment in GBP for UK orders. The same for Netherlands for example, unless you are paying in Euros, you will likely receive the above message.


    If you need any assistance, don't hesitate to contact our service team!

    We offer standard next day delivery for UK customers as standard. However, this is only available if you order before 6pm Monday-Friday. Orders placed after 6pm, and on weekends/bank holidays, will be shipped on the next working day.

    Once your order has been dispatched from our warehouse you will receive an email confirming your order has been shipped and will provide all relevant tracking information. This will come from us, and the courier directly. We do recommend that you check your junk/spam folder for this email, as it can sometimes find its way there.


    Should you not receive this within a few days of ordering, please do get in touch.

    REFUNDS

    If you have an item you believe to be faulty, that you:


    a)purchased from our website directly

    b) within the last 12 months

    c) are from the UK


    Then please proceed with our usual free returns process, available on our website FAQs.


    If you a) and b) applies to you, but you are outside of the UK, please contact our service team to discuss.


    Unfortunately, if it has been more than 12 months since your purchase, we cannot except any returns for faulty garments, as this would be outside of our manufacturer's guarantee.


    Finally, if you have an item that you purchased from a stockist/store, we would advise you to contact them directly for further advice. Should you not get the outcome you desire, please feel free to contact our team, to see if we can assist.

    As a company we have now gone paperless with our orders, in a bid to aid sustainability. Therefore, should you wish to return something from your order, please refer to the 'I need to return an order' FAQ, where you will find all the necessary tools and information to do so.

    As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next.

    You should receive an email to notify you of any action taken.

    Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it’s on its way.

    If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team via the 'Still need help?' section (below).

    We want you to have peace of mind when deciding to purchase with us, so we have extended our returns policy to cover the festive period.

    All we ask is that the item(s) are pristine. Meaning they are unopened, in their original packaging and any retail seals are unbroken.

    Please note that we do not refund postage costs for the return of an unwanted item or order. To arrange your return please contact our Customer Service team via the 'Still need help?' section (below).

    UK RETURNS:


    Step 1. Please be aware that you must raise your return within 100 days of receiving your order.

    To arrange your return please log into your account, select your order and click the return button where you will be guided through the returns process.

    Please note: UK returns are free however, international returns costs will need to be covered by yourself*


    Step 2. Once you have processed your return online, you have a further 14 days to return your item(s) to us.

    Please ensure your items are securely wrapped and your parcel contains all the information requested.


    Step 3. We will notify you via email when we have processed your return.

    All successful returns will be credited to the original payment method.

    Please note refunds may take 3 to 5 working days (Monday to Friday, excluding bank holidays) to show in your account.


    *If you are returning faulty goods please contact our customer service team via your account section or live chat.

    **Please note that we are unable to exchange garments for other styles. Garments may only be exchanged for the same style in a different size or colour.

    Remember to ask for a receipt as proof of sending.


    Fore more returns information, please visit our Returns page.

    Unfortunately, our stores are unable to accept items purchased from our website for refunds or exchanges. If you require a refund/exchange, please send the item(s) back to us using our returns process on the FAQs page.

    WEBSITE

    Please refer to our Terms and Conditions page.
    If you’re having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away via the 'Still need help?' section (below) so we can fix this for you.
    Please refer to our Privacy Policy page.

    You have the right to ask about what personal data we hold about you.

    To make this request you can message us via the 'Still need help?' section (below)

    Write to us

    Feel free to write to us at the office address below, but please note that this is not the address to return items to. If you need to return a product to us, please contact Customer Service who will advise you how to proceed.


    Customer Service Department, 

    1-2 The Stables

    Gadbrook Park

    Northwich

    CW9 7RA

    Please note that we are unable to exchange garments for other styles. Garments may only be exchanged for the same style in a different size or colour.

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