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Customer Experience

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Products

What is the ordinal number?

All Aristocracy London suits are limited edition, with only 100 pieces produced against each design. At the point of purchase, you can select the unique ordinal number of your suit between 1 and 100 and, provided it is available, we will embroider it on the inner pocket of your jacket. This personalisation service, along with the monogram, is available only for our GOLD collection suits.

What is a monogram?

At the point of purchase, you can request for your name, an important date or any other element of up to 8 characters, to be embroidered on the inner pocket of your jacket. This service is free of charge and, along with the ordinal number, is available only for our GOLD collection suits.

How do I find out about the style, fit or fabric of a specific item?

Each product on our website is accompanied by a detailed description, which includes fabric composition, garment elements, style suggestions, colour and care instructions. The description is complemented by high resolution photographs from different angles that you can zoom in on.

How do I decide which size to buy?

We have a suit size calculator that will help you find your exact size in a few seconds. Alternatively, follow our step-by-step guide for detailed measurements.

What range of sizes can I find online?

Our size range is 36 – 46. The trousers measure 6 inches less than the jacket on the waist and they are either available in short, regular and long length or come with unfinished hem. E.g. if your suit size is 40R, the jacket and the waistcoat that come with this suit will be size 40 and the trousers will be a 34″ waist with regular length.

Can I request a different trouser size with my chosen suit?

Suit items are not sold separately. Our suit size measurement technique uses your jacket size to calculate your trousers and waistcoat size and our tailored slim fit provides some allowance for taking in or letting out.

What is the fit of your suits?

All our men’s suits are designed for a tailored slim fit, which is narrower than the regular fit but not as tightly tailored as the slim fit. The tailored slim fit is suitable for all occasions and body types.

Can I reserve an item to buy later?

An order is complete when payment is received and we send a confirmation email. You can place items in your wish list or basket and review them at a later stage but we will not reserve the ordinal number or size of your choice and they may no longer be available when you return to complete the purchase.

The item I was looking for is not available online anymore.

We have most likely ran out of stock and, as our suits are limited edition, we will not increase supply to meet demand. We do encourage you, however, to look back in a few days in case of order cancellations.

How can I submit a product review?

After every purchase, you will receive an email prompting you to submit a review. Alternatively, you can log into your account and review the item by accessing it either through the product listing or your order history. For customers who participate in My Rewards, we offer 500 points for every approved review, which equals a £5 discount to be used against a future purchase.

Orders

What happens after I have placed my order?

You will receive an email confirming your order, followed by an email with the tracking number as soon as the item is dispatched.

I have just placed an order, can I amend it?

If you wish to amend or cancel your order, please contact our customer experience team as soon as possible. Although we always try to accommodate our customers’ requests, we cannot accept any changes after the personalisation process has begun. You will still be entitled, however, to use our free returns service and obtain a full refund.

How can I ask a question about placing an order?

If you cannot find the answer you are looking for in our FAQ page, you can always contact our online concierge on Facebook messenger via the button on the bottom right corner of our website or use our contact form.

Will I get a receipt with my order?

Your receipt will be included in the confirmation email.

Where can I view my past orders?

You can access your order history if you have an account on our website.

How will my order be packaged?

Your suit will arrive in premium packaging, which will also include your complimentary items i.e. a designer hanger and a luxury garment bag.

Why am I not receiving my email confirmation?

When you complete your order and it is accepted by us, we will send a confirmation email. It may go to your spam folder, so please check there first, or, alternatively, contact our customer experience team.

What complimentaries will I get with my order?

Your delivery will include a designer hanger and a luxury garment bag.

Deliveries

What countries does Aristocracy London deliver to?

We currently deliver to the United Kingdom.

What are my delivery options?

We dispatch all orders received before 6pm on a working day within the next working day and we aim to deliver all orders received before 6pm on a working day within 2-5 working days. Do note, however, that deliveries to Northern Ireland, the Isle of Man and the Highlands may take longer.

Do you deliver for free?

Yes, both delivery and returns are free of charge.

What's the cut-off time for next day dispatch?

Orders received before 6pm on a working day will be dispatched on the next working day.

How do I know when my order has been dispatched?

As soon as your order is dispatched, we will send you an email with the tracking number.

How can I track my delivery?

As soon as your order is dispatched, we will send you an email with the tracking number. You can then use this, or your order number, to track your delivery via our tracking page. Do note that the expected delivery date is provided by the courier and is subject to change. If you have any questions, please contact the courier directly quoting the tracking details.

What courier company do you use?

We deliver through third parties, which can either be the Royal Mail or a courier company.

Can you deliver to an address other than my billing address?

We deliver to the address of your choice, which can be different to the billing address.

Can I change the delivery address after an order has been dispatched?

You cannot make any changes to your delivery instructions after the order has been dispatched.

Do you deliver on Saturdays?

Most of the third parties we work with do deliver on Saturdays. However, we cannot guarantee a Saturday delivery.

What happens if I am out when my order is delivered?

For signed delivery orders, the courier company will make three delivery attempts before returning the item to our warehouse. In case you request that your delivery is not signed for, the parcel may be left in a safe place or with a neighbour.

My order hasn't arrived

Please visit our tracking page and use either the tracking number or the order number to locate your parcel. If you have any queries, please contact the courier service directly using the contact information which can be found in the dispatch email we sent you.

Returns & Refunds

What are the conditions of return?

You must notify us of your intention to return your purchase within 30 days of the order date. Once we email your freepost returns label, you will then have 7 days to return the items to us. Please note that, in order to receive a full refund, you must return the suit, with all labels and tags attached, and all the complimentaries in their original box. All items, including suit, complimentaries and box, must be in excellent condition.

How do I cancel my online order?

If you wish to cancel your order, please contact our customer experience team as soon as possible. Please note that, if the item has been dispatched, you will not be able to cancel the order but you will be able to use our free returns service.

How do I return an item?

You can access the returns service through the “My Orders” section of your account. Simply select the order and the “request to return” button can be found at the bottom of the page. Alternatively, if you completed the order as a guest visitor and do not have an account, please contact our customer experience team.

Do I need to pay to return my item?

Our returns service is free of charge.

Can I return my order to a store?

We only accept returns via our free online service.

How long do I have to return my order items?

You must notify us of your intention to return your order, within 30 days of the order date. Once we email your freepost returns label, you will have 7 days to return the items to us. Please note that all items, including the suit, complimentaries and box, must be in excellent condition in order for you to receive a full refund.

I have been refunded the incorrect amount

Please contact our customer experience team.

Can I return unwanted items that were bought using a promotional code (voucher) or gift card?

In case of returned items that were purchased with promotional codes (vouchers), gift cards or My Rewards points, your promotional code will be reactivated until its expiry date, the cost of the purchase will be credited back to the gift card which will remain active until its expiry date and any points used to make the purchase will be credited back to your account. Do note that any points awarded against the purchase, will be deducted from your account, in case of a return.

Can I exchange my purchase?

Although we cannot retain payment against returned items in anticipation of an exchange, you can use our free returns service and initiate a new order for the products of your choice.

Where should I send my returns to?

When you place your return request online, you will receive an email with a label which will contain all the information. This label will need to be attached on the package, as per the instructions in the email.

How long will it take for you to refund me?

Once we receive the returned items and confirm they are in good condition, we will refund you within 14 working days. Please note that we will email you both when we receive the returned items and when we process the refund. The refund may take 2-3 working days to show in your account, depending on your bank’s or card issuer’s processing times.

Payments

What payment methods does Aristocracy London accept?

We accept most payment methods. This includes Visa, Mastercard, American Express, Discover and Paypal.

My payment has been declined.

Please check that you have typed in the correct card details. If they are correct, please speak to your card issuer.

Do the online prices include VAT?

Yes, all our prices are inclusive of VAT so the price you see is the final price.

Will I receive an order confirmation email?

Yes, you will receive an order confirmation email as soon as the purchase is complete and a second email with the tracking number as soon as your suit is dispatched.

Do you accept PayPal?

Yes, we accept a number of payment methods including PayPal.

Is the website secure?

Our website operates under SSL certificate and all transactions are 100% secured.

What currencies can I use?

We only accept payment in GBP.

When will my credit or debit card be charged?

Your card will be charged immediately upon completion of the order. You can check your statement, where the transaction will appear under Aristocracy London Ltd.

My Account

Do I need to create an account to shop with you?

You can order as a guest visitor but setting up an account has significant benefits, such as access to your purchase history and enrolment on our loyalty programme with a 1,000 points sign-up bonus, which is the equivalent of a £10 discount.

What are the benefits of setting up a “My Account” on your website?

Setting up an account gives you access to My Rewards, our loyalty programme. In fact, we will award you 1,000 points as soon as you set up the account, which translates into a £10 discount against future purchases. By having an account, you earn and redeem your reward points, speed through check-out, track your orders, access previous purchases and submit product reviews.

How can I create an account?

On the top right-hand side of our website, please select the “Login or Register” option and then create a new account, on the right-hand side of the screen. You can also register with our website, using your Facebook or Instagram account.

I have forgotten my password, what should I do?

Please select the “Forgot Your Password?” function, which can be found below the login form at the “Login or Register” page.

How can I change my account details?

Please select “Account Details”, from your account menu, to change your personal details and “Address Book” to review or amend your billing and delivery addresses.

How can I change my address or other details associated with my account?

Please select “Address Book” from your account menu, where you can review and amend both your billing and delivery address. Do note that, rather than typing your complete postal address, you can opt for our postcode look-up functionality which allows you to select your address from a drop down list. If you want to change other details on your account, please select the “Account Details” option from the account menu.

Is my personal information kept private?

Aristocracy London is compliant with the General Data Protection Regulation and the Data Protection Act 2018. For more information on how we obtain and manage your personal information, please read our Privacy Policy.

How can I delete my account?

Select “Account Details” from your account menu and, then, select “Delete my account” from the bottom of the page.

How can I sign up to the Aristocracy London mailing list?

To sign up to our mailing list, please visit our website here. Do note that signing up for an account, does not automatically subscribe you to our mailing list and you will have to tick the relevant box in order to opt in to receiving our newsletter.

How can I unsubscribe from the Aristocracy London newsletters?

You can unsubscribe either from the “Unsubscribe” link, which can be found in all our communications to you, or from the “Account Details” section of your account menu.

My Rewards

How do I earn My Rewards points?

Your loyalty is valued and rewarded. You will receive 1,000 points when you sign up for an Aristocracy London account, 500 pounds when we approve your product review for publication on our website and, every time you make a purchase, we will credit your account with 2 points for every £1 spent. Every 100 points are worth a £1 discount.

How soon will My Rewards points be credited to my account?

Your points will appear on your account immediately.

How long are My Reward points valid for?

Your My Rewards points do not expire.

How can I check My Rewards points?

You can check your My Rewards points by accessing your account here.

How do I redeem My Rewards points?

My Rewards points can be used as discounts in future purchases and every 100 points equal £1 off the cost of your order. When you place your order, and at both the cart and checkout page, you will be asked if you want to use any promotional codes (vouchers), gift cards or My Rewards points. Please make sure to add your points there as you cannot do this retrospectively once the order has been submitted. Do note that you can choose to redeem all your points, or some of them, and we do not place any limitation on how many points you can use in each transaction.

What if I return an item?

If you return a product, any My Rewards points awarded for this purchase will be deducted from your account and any points redeemed against the purchase will be credited back to your account.

What if I delete My Aristocracy London account?

If you choose to delete your account, all your personal data will be removed from our systems. Any My Rewards points associated with the account will be cancelled and you will no longer be able to access your purchase history, wish list etc.

Can I earn My Rewards points if I use a promotional code (voucher) or a gift card?

If you make a purchase using a promotional code (voucher), gift card or My Rewards points, you will not be awarded points. If you partially pay for a purchase with a promotional code (voucher), gift card or My Rewards points, you will be credited with points for the amount above the value of the promotional code (voucher) and/or gift card and/or My Rewards points.

Can I redeem My Rewards points with a promotional code (voucher) and a gift card at the same time?

My Rewards points can be used in conjunction with any other payment method.

Promotional Codes (Vouchers)

How can I use a promotional code (voucher) online?

When you place your order, and at both the cart and checkout page, you will be asked if you want to use any promotional codes (vouchers), gift cards or My Rewards points. Please make sure to add your promotional code (voucher) there as you cannot do this retrospectively, after the order has been submitted.

Can I use more than one promotional code (voucher) at a time?

You can only use one promotional offer per transaction.

What if I forget to add my promotional code (voucher)?

You cannot change your payment method after you have submitted your order but you can use your promotional code in a future purchase, provided it has not expired.

Technical

What happens if I disable cookies on my browser?

If you disable cookies, you will still be able to browse and order products but you will neither be able to set up/access your account or continue shopping after you have placed an item in your basket. This is because some cookies operate as the website’s memory.

I am getting an error message when using the site. What should I do?

If we are experiencing technical difficulties, we will always put up a message on our homepage. Any other error message, is related to your interaction with our website and our customer experience team may be able to assist. Please let them know exactly where on the website you encountered the error message.

What can I do if I'm not receiving emails from Aristocracy London?

To ensure that all emails from Aristocracy London reach your inbox, and not your junk or spam folder, please add fashion@aristocracylondon.com to your address book or safe senders list. For instructions on how to do this, please click here.