FAQs

Need to get in touch fast? Lets live chat

We monitor live chat from 9am - 5am GMT, Monday to Saturday, and 9am - 10pm on Sundays. On rare occasions our awesome customer service team may not be online during these times. But feel free to jump on chat and leave us an email address if there isn't anyone available.
Alternatively, drop us an email at customer@andsons.co.uk


Welcome to our help centre, all our most commonly asked questions and answers are here in our FAQ’s

General

Where is everything made?

We ensure our products are made well everywhere, about 50% 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.

Do you do bespoke clothing?

We sometimes offer a limited run of abstract clothing where we collaborate with independent artists and designers on certain lines. However due to the amount of time bespoke clothing takes to produce, we are unable to offer bespoke clothing or alterations.

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.

Shipping

How long will shipping take?

If an order is placed before 1pm on a weekday (excluding bank holidays) they will be despatched the same working day. Orders within the UK mainland typically arrive within 2 working days. Orders outside of the UK typically take up to 14 working days. Due to the current global situation, delays may happen and can take up to 4 weeks, although normally a lot sooner.

Do you offer free shipping?

Orders over £100 have free shipping within the UK mainland only.

Do you ship worldwide?

We Ship worldwide.


USA Update

We are delighted to announce our US website is now live & stock is now dispatched from our fulfilment centre in country. This means customers can now get free delivery on all orders over $100, with no additional duties on arrival of purchase. Click here to go to US website


We aim to process and dispatch same day, for US orders that have been placed before 2pm on weekdays. We use Tracked Postal Services and therefore we ask for you to allow up to 5 business days from dispatch for your item to arrive. During busy periods, dispatch and delivery may take longer.

Click to go to US website


EU Shipping Update


To all of our European customers, we apologise for the latest disruptions and inconvenience caused following BREXIT on January 1st 2021. As you can imagine, we have been left in the dark around the details and working tirelessly to find a solution for our European customers. We are working with trade agencies here in the UK to find a better solution.


At present, all European customers may need to pay duty on our goods as they enter their country and these tariffs change country by country. We would recommend checking on your government’s website for full details on duty and imports from the UK. This is out of our control.

Thank you for your ongoing support. We hope to get this situation sorted soon.

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)

How much will I pay in import taxes?

Import taxes are out of our control. We do find that they can be between 20-30%, depending where in the world you are. We are unable to calculate this. Get in touch if you have any concerns regarding this.


USA Update

We are delighted to announce our US website is now live & stock is now dispatched from our fulfilment centre in country. This means customers can now get free delivery on all orders over $100, with no additional duties on arrival of purchase. Click here to go to US website

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.

Can I add to my order?

Once an order is placed, I’m afraid we are unable to add to orders.

How do I track my order?

Once your order has been despatched, you’ll get an email to confirm that your order has been despatched, and you’ll also be able to track your order with the link given in the email.

Do you offer discounts?

If you are a new customer with us, you can sign up to our newsletter, and once you’re signed up, you will receive an email with a 10% discount code.

Returns & Exchanges

Extended Christmas Returns

All orders placed from 22nd November 2021 will be subject to an extended returns and exchange window. You will have until the 14th January to return an item for exchange of refund.

We wish you and your family a happy and healthy festive period. 

How do I make a return?

To start a return, you’ll need to use our returns portal within 14 days of placing your order.
Further information can be found here

How long will a return take?

Once you have filled in the returns form on the portal, it will then depend on when you send the item back to us. We have no control over how fast your returns reaches us. Once we get your return, it may take up to 14 working days to process. But typically between 5-7 working days.

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.

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.

Sizing

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.

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.

Products

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.

My size is out of stock, will this be coming back in?

If you click on the size you would like, a button will appear that you can click to enter your email address. Once the size has been restocked, you will receive an email notifying you it is back in stock.

Contact Information

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.