FAQs

ORDERS:

If I place an order on a Bank Holiday when will it be processed?

Our offices are shut during the National Bank Holiday dates. Your order will be dispatched on the next available working day (dependent on the shipping service of your choice).

What payment methods do you accept?

We accept Visa, MasterCard and Maestro cards. Unfortunately we cannot accept American Express. You can also choose to pay with PayPal, Apple Pay or Klarna Pay-in-3. All payments are processed through a secure checkout system provided by Shopify.

How do I know that you've received my order?

Once you have placed your order, an order confirmation email will be sent to the email address provided. Once your order has been processed you will receive a second email where you will find your tracking number, along with confirmation of the chosen courier who will be delivering your parcel. Please check your spam folder if you have not received these.

Why am I not receiving my email confirmation?

Firstly, please check that you’ve entered your email address correctly. If you’ve checked out as a guest and think you may have entered it incorrectly, you can contact our customer service team who will be able to check your email address and resend your order confirmation email. We also advise that you check your spam/junk folder for your email confirmation. Some email providers will block emails from unknown senders. You may also need to add us to your address book to ensure our emails land safely in your inbox.

Can I make changes to my order?

Our team may be able to make changes to your order depending on the order status. If you need to make any changes to your order, please contact our customer service team as soon as possible.

Can I cancel my order?

If you wish to cancel your order please contact our team asap who will advise whether this is possible.

What should I do if I receive an incorrect or faulty item?

We’re sorry to hear you’ve received an incorrect or faulty item. On the rare occasions this happens, we ask that you return the item back to us and select the reason code for faulty / incorrect item. Please always detail the fault on your return form. If you require the item urgently please contact our team who will assist further.

What happens if the stock is delayed/unavailable?

In the rare circumstances that the stock is either delayed or no longer in stock, we will notify you by email and/or phone and give you the option to either cancel the order or proceed with the order with the new stock arrival date or an alternate item.

Do you sell gift cards?

Yes we sell gift cards to use online starting from £10 up to £200. See here.

How do gift cards work?

Select the value you want to purchase and add to the checkout like you would any other product. After clicking payment a post-checkout screen will appear, giving you 2 options to complete the sale. You can select either an online gift card or paper gift card. For a paper gift card you will need a printer.

 

DELIVERIES:

When will I receive my order?

If you paid for express / international delivery then your order should be delivered within the time frame shown at checkout, however, please note that orders are only dispatched Monday - Friday. For free standard UK delivery, orders will be dispatched within 1-3 working days and delivered in a further 1-3 days.

Can I track my delivery?

You can check the status of your order in your account under “My Orders”. You will also have tracking information for your order sent directly to the email address you used to order. Please note there can be a delay in our courier's tracking system, so if you’ve received your tracking information but it's showing no information on our courier’s website, don’t panic just give it a couple of hours and try again.

I have not received my order, what do I do?

If the expected delivery time of your order has passed and you have not received your parcel, please contact our customer services team with your order number and name ready, and they will be able to assist you further.

Do you deliver worldwide?

We offer international shipping on our website. Prices vary depending on the items you order and overall weight, please see our shipping calculator at checkout for a personalised quote on your delivery. Sadly we are unable to ship to the following locations: Bouvet Island, Caribbean Netherlands, Cocos (Keeling) Islands, Côte d’Ivoire, Eswatini, Heard & McDonald Islands, Libya, Monaco, Norfolk Island, Palestinian Territories, Reunion Island, Russia, Somalia, South Georgia & South Sandwich Islands, St. Barthélemy, St. Pierre & Miquelon, Svalbard & Jan Mayen, Syria, U.S. Outlying Islands, Venezuela, Yemen.

Do you cover custom fees?

For orders to the EU over the value of €150 customs fees will be taken at checkout.

For all other countries we do not cover any customs fees. Our products are sold on a DDU (Delivery Duty unpaid) basis. Additional taxes, fees or levies may apply according to local legislation and are the responsibility of the customer. Please contact your local customs office for further information before placing your order. We will not be liable or responsible if you do not pay any such import duties or taxes.

 

RETURNS:

How long do I have to return/exchange an item?

You can return or exchange your item within 14 days of receiving the order, providing the item is in its original packaging, with all original tags & labels still intact.

How long does a return take?

As soon as we have received your return back, it takes roughly 2 working days for our returns department to process your return. However, please note it can take longer during busy periods, so we ask to allow 5 working days before contacting our customer services team. Depending on your bank, you can expect to see your refund in your account within 5 workings days.

Can I send my item back for an exchange?

Yes, you can return your order back for an exchange within 14 days of receiving your order, providing the product is in its original, unused condition. Please complete the return form so that we have all the information we require to process the exchange as soon as possible. We offer 1 free exchange per customer, if you wish to exchange an item more than once you may be charged a £3 fee.

If I need to send part of my suit back for an exchange, do I need to send just the trousers/waistcoat/blazer or the whole suit?

You are able to send back the individual items, there is no need to send back the whole suit.

How long does it take to process an exchange?

Once we have received your item, we aim to process the exchange within 48 hours and send on a next day delivery service (for UK Mainland customers only). However, please allow up to 10 days from the day you return your item(s) to when you receive your replacement(s), particularly during busy periods. For customers living outside mainland UK, please allow the equivalent delivery time you experienced for your original order for your exchange order.

I'm outside of the return period. Can I still return?

In certain extenuating circumstances and in the event that an item is faulty you may be able to return outside of the normal 14 day return period. Please contact our customer services team to enquire about your specific circumstance further.

 

PRODUCTS:

What is the fit of your suits?

All of our suits are cut to a slim fit. Unfortunately we cannot offer any bespoke cuts or sizes.

Do any of your styles come in a Short or Long leg length?

All of our blazers and waistcoats are just produced in a regular length, sadly we cannot offer these in short or long. In some of our most popular styles we offer the option of short (29"), regular (31") and long (33") trousers. If a trouser style has the option of short/long these options will show in the size selection menu.

Why does the colour of my item look different to the picture shown?

All product images are colour matched to resemble each item's true colour, however, colours and tones may vary on different computer screens, depending on the resolution, brightness and colour settings of the individual screen/device. This means there may be a slight variation of colour when viewing each product on different computer screens/devices, in comparison to the product in real life.

What are your garments made of and can they be machine washed?

All of our products will show the fabric compositions and washing instructions on the product page. Most of our items are made from a polyester / viscose mix however some contain elastane and wool. All Marc Darcy suits (blazers, waistcoats, trousers) are dry clean only. Our shirts are machine washable.

I'm getting married next year, can you offer advice and help with wedding suits?

We're always happy to hear a love story and are even happier to help make your special day go by without a hitch. Our friendly staff are on hand to give you advice on size, fit and anything else you may need assistance with. Head over to the contact us page to get in touch.