FAQs, Delivery & Returns Information

No matter whether you’re a first-time visitor looking for an answer to a query before making a purchase, or if you’re an existing S&S Attire customer with questions about your order, our products or our processes, we aim to address all frequently asked questions below. If you can’t find the answer you’re looking for here, then please feel free to contact our friendly customer service team and we’ll be happy to help you. 

S&S Attire Shop Orders

How do I place an order?

Placing an order with us is easy. Simply browse the website, select your size in your favourite products if applicable, add these to your basket and begin the checkout process. If you’re struggling with this process, then please feel free to get in touch with us and we can help you place your order. 

Can I change or cancel my order after it has been placed?

As soon as your order is placed, we begin processing it at our warehouse. We do this so that all orders are shipped promptly to provide a quick and efficient service. The one downside of this however is that we are not able to change your order or cancel it once it has been placed. 

You are welcome to return your order to us once you have received it, and providing everything is in order, we will be able to process a refund for you when it arrives back in our warehouse. There are exceptional circumstances where we may be able to cancel your order if you get in touch with us via telephone, but this depends on how quickly your order has been processed. 

How do I check the status of my order?

You can check the status of your order by logging into your account. If you do not have an account with us, you will need to create one using the email address that you provided for your order. 

Once logged in, you will be able to see the current status of your order. This will allow you to follow when your order has been received, when it is being processed, when it has been picked and packed and when it has been shipped. Once shipped, you will be provided with a tracking code to follow the delivery status of your parcel via the courier service.

Something is wrong with my order, what should I do?

If something is wrong with your order once you have received it, please get in touch with us to let us know the issue. We will be able to advise you on the best course of action from there. Alternatively, please follow our returns process to send the item(s) back to us.

I’m missing an item from my order, what should I do?

We’re really sorry to hear that something is missing from your order. There are some reasons as to why this may be the case. If you have ordered more than one item, we may have sent these in separate parcels due to logistical factors. Additionally, an item ordered may have been out of stock at the time of purchase. Please check your emails, including your junk folder, as you may have been notified about this. 

If neither of these issues apply to your order, then please get in touch with us and we will help to resolve your query. 

Shipping & Delivery

What delivery options are available? 

We currently offer UK delivery within 2 to 5 business days. Free UK delivery is available on orders over £X. Our Standard UK delivery charge for orders below this amount is £5.95.

How long will it take to receive my order?

We aim to ship all orders within one working day. You should then receive your order within 2 to 5 working days, although delivery times may vary due to courier service levels. 

I provided the wrong delivery address, what should I do? 

If you provided an incorrect delivery address when placing your order, you will need to contact us as soon as possible to let us know. If contacted promptly, we may be able to amend the address. If the order has already been sent for delivery by the time you reach out, then we will not be able to rectify this. 

Do you offer international shipping?

Yes, we provide international shipping. A full list of countries that we ship to is available here. Shipping fees may vary.

How can I track my order?

You can track your order by logging into your account.  If you do not have an account with us, you will need to create one using the email address that you provided for your order. You will then be able to see the status of your order, along with a unique tracking code for you to track your delivery with the courier service.

Do you offer next day delivery?

We do not currently offer a next day delivery service. If you need your order promptly, please contact us and we can check our in-store availability. If your chosen items are available in-store, you will be able to collect your order the same day. 

Returns & Exchanges

What is your returns policy?

If your item isn’t as you had hoped, you can return it to us within 28 days. Your item should be returned to us in its original condition. The 28-day period begins from the day of delivery, or the day that your order becomes available for collection. A refund will then be issued to your original payment method. We aim to process refunds within 7 days of receiving the returned item and you will be notified once this has been processed. 

Please note that certain items are non-refundable, such as underwear and socks, due to hygiene reasons. 

We do not accept returns outside of this 28-day period. If you try to return an item outside of this period, we may send it back to your default delivery address at your expense. 

Full details of our returns policy can be found here. Nothing in our Returns Policy affects your statutory rights. 

What is your returns policy for sale items?

All sale items are non-refundable. Please be sure to check your sizing using our size guide before placing your order

How do I return an item? 

Placing a return with us is simple. Head to your account and locate the relevant order. Click to request a return and follow the instructions provided. Your items should be returned to us in the original condition within 28 days of delivery, or once the order becomes available for collection from your nominated collection point.

How long does it take to process a return?

Once you have sent your item back to us, we aim to process your return within 14 working days. However, this is dependent on courier service and where delays occur, we may take longer than this. 

When will I receive my refund?

Once your item has been received at our warehouse, we aim to process your refund within 7 days, as long as the item is deemed refundable upon inspection. We will notify you once the item has been received back to us, and again once we have approved your refund. You will also be notified if your item is not approved for refund and we may send this back to you at your expense. 

Can I exchange an item?

The easiest and quickest way to process an exchange is to return your original item to us and then once accepted, make a separate purchase for the item you wish to exchange for. This ensures you’re able to purchase the item while in stock without further delay.

Payment Options

What payment methods do you accept?

We currently accept most major payment methods, including VISA, Mastercard, Maestro, American Express, PayPal, Shop Pay, Apple Pay, Google Pay, Union Pay, Diners Club, and Discover. You can select your preferred payment method at checkout.

When will I be charged for my order?

As soon as your order has been placed, your selected payment method will be charged. This payment may show as pending for a period determined by your bank or payment provider, and this is outside of our control.  

Do you offer gift vouchers?

Yes. We offer gift cards in denominations of £10, £25, £50, and £100. These can be purchased online, or in-store. Please note, if purchasing online, these are physical gift cards that will be sent out to you. 

Can I use a promo code with my order?

Occasionally, we may run promotions. We also may have exclusive discount codes available in collaboration with third parties. If you have a discount code, you can enter this at the checkout. Any promotions currently running will be advertised on our website homepage.

Do you have any finance options?

You may be able to pay in instalments with select Buy Now, Pay Later payment providers such as Klarna, depending on eligibility. We do not currently directly offer finance options. 

Products

How do I find my size?

If you’re not sure which size you need, check your measurements in our size guide to get an idea of the best fit for you. Alternatively, if you’re local to us, you may be able to visit us in-store to try on your items, subject to in-store availability. 

Can I get a suit tailored to my measurements?

We offer tailoring and minor alterations for our suits when you purchase from us in-store. Online orders are not eligible for this service.

What if the item I want is out of stock?

We frequently replenish our stock, so be sure to check back if the item you want is not currently available. However, in some cases, we may not restock the item. Feel free to contact us and we may be able to advise on whether we expect to get this item back again. 

Can you recommend an item that might suit me?

Our customer service team are always happy to assist. If you have a particular occasion that you need an outfit for, we’ll be happy to point you in the right direction of options that may be suitable. Alternatively, we offer a one-to-one styling service in our stores, so you can book an appointment to pay us a visit and we will help you choose the ideal attire for you. 

Can I place an order for a whole groomsmen party?

Yes, we cater to wedding parties. The best way to get your suits and accessories for all members of your groomsmen party is to visit us in-store for a bespoke consultation. During this appointment, we’ll offer expert consultation and a comprehensive fitting service, present you with a wide range of styles suited to your tastes, and provide a highly- personalised experience to meet all your requirements. Book an appointment today. 

If you wish to order online, simply select your suit and add multiple quantities of the correct sizes for each member of your party to your basket. 

Do you offer packages for two and three-piece suits?

Yes, where items are available as matching two and three-piece sets, you’ll be able to view the coordinating items on the relevant product page. Simply select the required size for each item and add these to your basket in just a few simple steps. 

Do you offer suit hire?

We do not currently offer a suit hire service and suits are only available via direct purchase.

General FAQs

Do you have physical stores?

Yes, we currently have two physical store locations, in Hexham and Newcastle upon Tyne. For more information about our stores, visit our locations page.

How can I contact you?

You can contact us via phone on XXX or email at customerservices@houseofssattire.co.uk. You can also reach us by visiting us at one of our stores. Our contact hours are between 10am and 5pm, Monday to Saturday and 10-4 Sunday. For more information about getting in touch with us, visit our contact page. 

Can I become a supplier?

If you’re interested in becoming a supplier to S&S Attire, please reach out to us via customerservices@houseofssattire.co.uk. 

Can’t find an answer to your question?

If we have not answered your question here, then please reach out to us and we will work to provide you with a solution.