FAQs
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Delivery
Delivery
- For guaranteed pre-Christmas delivery, order before 6pm GMT on Tuesday 19th December.
- Please note - In peak sale periods, orders can take between 1-4 days to be delivered. We will do all we can to get your order to you as quickly as possible.
- For orders over £70 we offer free standard delivery via our carrier Evri.
- For orders under £70 there will be a delivery charge of £4.50 for standard delivery.
- Orders that are placed before 6pm (GMT) Monday - Friday, will be despatched same day.
- Orders that are placed after 6pm on Friday will be dispatched the following Monday.
Please note - In peak sale periods, orders can take between 1-4 days to be delivered. We will do all we can to get your order to you as quickly as possible.
We offer free standard delivery for orders over £70, to all UK mainland and Northern Ireland customers.
For customers in the Scottish Highlands, Islands and Channels Islands, delivery times will vary.
Please note, we only deliver to UK and Northern Ireland customers via our UK store. If you wish to order and ship to countries in the EU and Internationally, shop our dedicated EU and Rest of World stores by changing the store setting in the bottom right hand corner of footer.
You track your order using our tracking page here.
Simply enter your order number and email or enter your tracking number, which you would have recieved in your order dispatch email.
Please note: During sale and promotional periods, orders may experience delays due to increased demand and a reduced delivery schedule.
Orders are delivered between 2-4 working days.
Orders that are placed before 6pm (GMT) Monday - Friday, will be dispatched same day. Orders that are placed after 6pm on Friday will be dispatched the following Monday.
For orders being delivered to addresses in the Scottish Highlands, Islands and Channels Islands, delivery times will vary.
In peak sale periods, orders can take between 3-5 working days to be delivered. We will do all we can to get your order to you as quickly as possible.
Please double check that you have inputted the correct delivery tracking number, this will be on an email you received from us, after your order status updated to 'In Transit'.
Please check for the email in your spam folders of your inbox. You can also view your dispatch notifications by logging into your Lyle & Scott account.
If you have not received a notification, your account does not show that your order has been dispatched after 48 hours or your tracking information does not work, please contact our customer support team using our 'Contact Us' page.
We'll refund your delivery charge if all items from your order are returned to us and you cancel your contract with us within 14 days. This applies to all countries within the EEA.
We purchased items will be refunded when they arrive back at our warehouse although it may take 3-5 days for the funds to show in your bank account. Once your refund has been processed you can reclaim the standard delivery fee by emailing customersupport@lyleandscott.com.
Please note that we are unable to refund the delivery fee until after you have received the refund for your purchased items. If you decide to keep one of the items, you need to pay for delivery. We don't refund delivery charge for those countries listed outside of the EEA.
To be able to change delivery options, please visit the Evri website, select tracking and click 'change delivery options', updating the details as required.
If your order is being delivered by Evri, you can use the Evri Parcel App to set your delivery preferences. By creating an account you will be able to add a safe place for your orders to be left, or add a preferred neighbour for your parcel to be delivered to.
If you still require more assistance please contact us.
Please allow 48 hrs for the delivery tracking to be updated, if there is no update after this time, please contact our customer services team using the Contact Us section.
Please check on the tracking information and the full tracking details and the view delivery proof in case the courier has left this in a safe place, please also check with any neighbours who may have taken your parcel in for you.
If you still do not have your order please contact us directly using our Contact Us section.
Returns & Refunds
Returns & Refunds
Our returns policy is for orders placed through lyleandscott.com only. We have a 100-day free returns policy.You will be refunded back the amount you paid for the item at time the order was placed, and any discount applied will be adjusted accordingly. To explore our full returns policy, please visit here.
We use Happy Returns for all UK returns. Please visit our Return My Order page to complete your return, using the steps below.
2. Enter your full order number including any text in the designated box, your order number should consist of “UK” and then 5 digits after for example - UK11111
3. Enter your full post code/zip code
4. Select which items you wish to return, the reason why and if you would like a refund or exchange.
Please note we can only exchange for the same product in a different size, subject to stock availability.
5. Our free returns courier is automatically selected, print the label at home, and attach it to the parcel and take it to your local parcel shop, there they will scan the barcode and return the parcel to us.
You will be able to find your local drop off point here.
6. Refunds can take up to 10 working days to process. Your refund / exchange will be actioned from the point the courier collects your return from the parcel shop. You will receive confirmation of this via email.
7. Any refunds will be processed to the original payment method.
*If you have ordered via Klarna and wanted to return your order in full or part please follow the returns instructions listed above. If you haven’t returned the whole order, we recommend that you extend the deadline by 10 days via the Klarna portal in order to avoid incurring fees.
We aim to process all refunds within 8-10 working days of recieving your return to our warehouse.
Once your returned item has been inspected and the refund approved, the funds should appear via the same payment method used to make the original order.
If you wish to exchange an item from your order, please follow the steps on our exchange process here and you will receive, if available, your desired item.
You can only ask for an exchange for the same product in a different size, but not in a different colour.
Please note that we are unable to exchange items for other styles. If you wish to exchange for another style, you are advised to return the item and place a new order.
If you have an item you believe to be faulty, that you:
a)purchased from lyleandscott.com directly
b) within the last 12 months
c) and are residing in the UK
Then please proceed with our usual free returns process, available here.
If a) and b) applies to you, but you are residing outside of the UK, then please contact our customer service team via 'Contact Us'.
Unfortunately, if it has been more than 12 months since your purchase, we cannot accept 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 the retailer directly for further advice. Should you not get the outcome you desire, please feel free to contact our support team and we will help if we can.
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 follow our returns process here, where you will find a printable returns label.
You do not need to use the original packaging to return to us, although we would advise it. You can use a packaging of your choice, as long as the packaging is not see through and the goods are packaged securely.
If you live in the UK and you don’t have a printer to print your returns label then please do not worry, you can use one of Evri's parcel drop hubs, find nearest one here.
Or you can contact our amazing Customer Support team who will be more than happy to post you a return label.
The returns label will expire in 30 days from the moment you start the returns process and create the label through our returns portal.
If this has happened please contact us below and we can reset the returns portal for you to get a new label.
As the return is the responsibility of the customer, please keep hold of your tracking number until your return has been processed.
Payments & Discounts
Payments & Discounts
We offer a variety of online payment methods. You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and your bank.
You can buy now and pay later or split your purchase into 3 or 4 installments with Klarna, Clearpay and PayPal.
Minimum purchase of 50£. Benefit subject to account status and eligibility criteria.
Once you place an order via PayPal, the payment will show in your account as pending until we ship your order to you.
The pending transaction is telling you that the payment is authorised to be taken.
Once you’ve added all the items that you want to your basket, click the ‘My Bag’ icon, below your listed items you will see the discount box.
Add your discount code into this box and click ‘Apply’ 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, none of the items are on our exclusions list or the code has been used before.
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, that the code can't be used in conjunction with other offers and that your item isn’t excluded.
We offer different instalment options through our partners: Clearpay, Klarna and Paypal.
Credit subject to status. T&C and interest fees would apply according to each provider.
You need to place your order and select your preferred payment method. You are going to be redirected to the payment provider site, where you will need to confirm the payment.
Ordering
Ordering
Although our Customer Support team is always on hand to provide support and guidance, all orders have to be placed through our website, due to GDPR regulations.
It’s easy to place an order with us.
Once you’ve found the product you want, you’ll need to click ‘Add to bag’. You can either carry on shopping or click ‘View Bag’ if you’ve added 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 order confirmation and dispatch email, including your tracking information, as soon as your order is on its way.
Unfortunately we are unable to cancel/amend orders once they are placed, this is due to our quick fulfilment process.
Please contact our customer support team, via the 'Contact Us' page.
We’re really sorry that you recieved a faulty item, we aim to provide high quality items to all of our customers.
Please reach out to our customer service team via our 'Contact Us' page so we can look into this for you as quickly as possible for you.
We will need the following from you;
Order Number
Product Name
Details of the fault.
Images that support the fault, if applicable
As soon as we've looked into the fault we'll be in touch with you.
We're sorry to hear you have a missing item from your order. Sometimes we have to cancel items due to stock availability and or stock quality in our warehouse.
Should this be the case with your order you should have been contacted via email.
Please contact our customer support team if this is not the case and you require more information.
Please visit here to view our full Terms & Conditions.
Please check your order carefully before placing it. If you have already placed your order, you can return any unwanted products using our returns service and can create a return label on our return’s portal.
If anything additional is needed, such as a different size or colour, please place a new order and return the unwanted items. Any returns must be made in line with our returns policy.
Please contact our customer support team who be able to get this cancelled depending on timeframes.
If we are unable to cancel, please use our free returns service.
Items added to basket will remain for 48 hours, after that they will be removed from basket and made available. Items added to your basket does not mean they are reserved for purchase and may go out of stock if left there.
Ensure you have entered all your details correctly at the checkout. If your payment is not successful and all details are correct, your card issuer may have declined your payment.
Please contact them directly or try another card or payment method.
Account
Account
No, you do not need to register an account to place an order. On the checkout page, please select 'Continue as a Guest' to complete your purchase.
To create an account, select the 'My Account' section of the website. This displayed as an icon in the top right corner of our website.
Click on Register and complete all the sections.
It may be because the details have been entered incorrectly. Please check the email address has been entered correctly when you are attempting to log in and that it is the same as the email address used to create your account.
Alternatively, if you previously checked out as a guest then a new account will need to be create before you are able to sign in.
To reset your account password, please click the 'forgotten password' option on the account sign in page. This will then send an email to the associated account.
Please ensure that you choose this option on the same country specific website that the account was initially created on. Should you not receive an email, please check any spam or junk folders.