Customer Services
Our aim is to provide you with all the information you need about our services. To skip ahead simply click on any of the links listed below. If you should have any questions that you can’t find the answer to here, contact us and a member of our contact centre, which is open 24 hours a day, will be able he help you.
Our Delivery
UK Delivery
Orders sent by UK Standard Delivery are delivered by the Royal Mail. Deliveries are guaranteed to arrive within 3-5 working days.
International Delivery
Orders are sent standard airmail or via our courier. Delivery costs will vary dependant on the country and the size of the order.
Please see the table below for our delivery times and costs:
Please see the table below for our delivery times and costs:
| Country |
Delivery Time |
Order Value |
Delivery Price |
| UK Standard |
3 to 5 working days |
N/A |
£3.95 |
| UK Next day |
Next working day |
N/A |
£8.95 |
Zone 1
Western europe, Ireland, USA |
5 to 7 working days |
up to £150
£150 - £250
over £250 |
£8
£15
£25 |
Zone 2
Rest of Europe,Scandinavia,Russia, Australia, New Zealand, Canada, Asia, Middle East |
7 to 10 working days |
up to £150
£150 - £250
over £250 |
£15
£25
£35 |
Zone 3
Latin America, Central America, Africa |
7 to 10 working days |
up to £150
£150 - £250
over £250 |
£25
£40
£50 |
How to Place an Order
The following steps outline the process of placing an order on our website. If you experience any problems, or would prefer to place your order by phone, contact us and a member of our contact centre will be able to help.
- Select items either by entering a product code or description into the Search box, or by simply browsing the site. Don’t forget to filter by size so that you only have to view items where we have your size in stock. Just select your size from the drop-down box in the “find shirts in your size" filter at the top of the shirts page you are browsing.
- To add an item to your basket, enter the desired quantity into the ‘Quantity’ box and then click ‘Add to Shopping Bag’. You can update the quantity at any point prior to checking out by clicking the ‘Preview & Checkout’ button at the top of the page, changing the desired quantity by either entering the new figure, or using the + and - buttons, and clicking ‘Update Totals’. To remove an item from your basket, simply tick the red ‘x’ button and then click ‘Update Totals’.
- If you have a valid promotional code, enter it in to the ‘Your Promotion Code’ box at the payment screen and then click the 'Add' button, and the discount if valid will apply.
- You can continue to shop at any point after entering items into your basket by clicking ‘Continue to Shop’ – your selected items will remain in your basket until you are ready to checkout.
- To select gift wrapping, click the ‘Gift Box’ box if it is displaying (Please note, our gift wrap service offers one size of gift box to fit one shirt with a tie and cufflinks, 2 shirts or 1 item of knitwear. Gift wrap will therefore only appear as an option on orders that are accommodated by these combinations).
- Once you are happy with your order and are ready to pay, click on the ‘Checkout’ button and proceed through the payment steps.
Help with an Existing Order
If you are experiencing problems with an existing order you have already placed, please call our customer contact centre on +44 (0) 0845 389 1898 from 08:30am – 19:00pm GMT from Monday to Friday and 09:00am to 16:00pm GMT on Saturday. Alternatively you can email us at customer.services@tmlewin.co.uk and we will investigate any problems and queries and reply to you as soon as possible.
Returns
If you are not satisfied for any reason with your purchase from T.M.Lewin, or if you receive the wrong goods, you can return them to us within 3 months under the terms of our ‘No Quibble Guarantee’.
Goods returned to us will be replaced after the original goods have been received. T.M.Lewin will refund the amount paid by you for the goods, or if agreed with you, provide replacement goods.
All Returns will normally be processed on the day of receipt. Refunds will be processed within 2 working days of receiving your returned items
Where items are returned for exchange, a replacement will normally be despatched the day after the exchange is processed.
Cost of returns
| Country |
Cost |
| UK |
Free |
| USA |
Free |
| Rest of World |
At customer’s cost |
Do make sure to obtain a receipt from your post office as we cannot be responsible for returned parcels lost in transit.
UK Returns
Please complete the returns form on your packing list and return it with the goods to:
T.M.Lewin
The Elite Group
Challenge way
Cutler Heights Lane
Bradford
BD4 8NW
UNITED KINGDOM
If you have a quality issue with the product you are returning, or it is not the product you ordered, you can post the parcel FREEPOST (UK only) with the FREEPOST label provided.
USA
If you have a quality issue with the product you are returning, or it is not the product you ordered, you can post the parcel back to us without paying postage. Please complete the returns form on the reverse of your invoice and return it with the goods using the pre-printed label in your parcel.
Please do not send your parcel directly to us in the UK.
Rest of World Returns
Returned goods from overseas should be marked as "RETURNED BRITISH GOODS" and sent by Air Mail only to:
T.M.Lewin
The Elite Group
Challenge Way
Cutler Heights Lane
Bradford
BD4 8NW
UNITED KINGDOM
Stores
Unfortunately our stores cannot accept returns of goods purchased via our website or customer contact centre.
FAQs
1. What happens if I place an order and some of my items are out of stock?
If we need to send items from an order on a later delivery due to a lack of stock at the time of order, this is referred to as a “backorder.” Any backorders will be indicated on your packing note as “to follow”. Delivery costs are for a complete order, regardless of the number of items ordered. You will only be charged once for delivery and you will not be charged additional delivery costs for any items sent separately due to stock issues.
2. What should I do if I do not receive my goods within the usual delivery time frame?
Our goods normally arrive within the specified delivery timeframe, however from time to time problems may occur. If your order has not arrived, please contact our customer contact centre on +44 (0) 845 389 1898 from 08:30am – 19:00pm GMT from Monday to Friday and 09:00am to 16:00pm GMT on Saturday. Alternatively you can email us at customer.services@tmlewin.co.uk and we will investigate any problems and queries immediately.
3. Do I need to sign for my goods?
Parcels sent by UK standard delivery are delivered by Royal Mail and do not require a signature on delivery. These normally arrive within 2 to 3 working days from the date of despatch. Deliveries are Monday to Saturday only.
UK next day deliveries are guaranteed to be delivered by Royal Mail before 17:00pm. (Subject to passing our security checks which can delay despatch). These will require a signature on receipt. Note: Next day deliveries are Monday to Friday. If you are out when delivery is attempted an advisory card will be left at your address. You will then be able to arrange collection direct with Royal Mail.
4. Can my order be delivered the next day?
UK next day orders need to be placed before 10:30am (subject to passing our security checks which can delay despatch). UK next day deliveries are guaranteed to be delivered by Royal Mail before 17:00pm. These will require a signature on receipt. Note: Deliveries are Monday to Friday only.
5. Can my order be delivered overseas?
Yes we deliver to all countries in the world. The costs and the time taken to deliver are detailed in the section titled “Our Delivery”
6. What do I do if I want to return any of my items?
Our 3 month "No Quibble Guarantee" means that if you are not entirely satisfied with your purchase you may return it for an exchange or a refund. See the Returns sections for complete details about returning goods to us.
7. How do I change my delivery and billing addresses?
To amend or update your personal or address details, click on 'Sign In' at the top of any page on our website (if you have not already done so) and sign in to your T.M.Lewin account. Once you have signed in, then click on ‘My Account’ at the top of any page of the website. To change your delivery address, click on 'Manage my address details' on the right side of the page and then click 'Change' underneath your current delivery address to edit the delivery address you have stored within your account page, or click 'Add New' to add a new delivery address to your account. You can have multiple delivery addresses stored and simply choose your preferred delivery address when proceeding through the checkout process.
To change your billing address, click on 'Manage my address details' on the right side of the page and edit the billing address you have stored within your account page by clicking 'Change' and then editing the address details. Your billing address must be the address that your debit/credit card is registered to.
8. How can I pay for my order?
Payment for goods may be made in pounds Sterling using: Visa, Mastercard, American Express, Delta or Maestro.
9. Do I need to pay VAT?
All orders delivered to UK and EU addresses include VAT at the prevailing UK rate of 17.5%. Our VAT number is 685 2818 96.
Orders delivered to addresses outside the EU will not include Value Added Tax (VAT) on the cost of the products purchased .Alterations/gift vouchers/gift boxes are charged at the UK VAT inclusive price.
Customers may have to pay local import duty once the package arrives. We do not have any control over these charges and cannot be responsible for them
10. Can I pay online with a T.M.Lewin gift voucher?
Unfortunately, it is not currently possible to pay with gift vouchers online or over the telephone, but you can post a gift voucher in with a postal order, or take your voucher into any one of our stores.
11. When will I be charged for my order?
You will not be charged for any items until they have been shipped and you will then only be charged for those items that have been shipped. If the items you have ordered are shipped separately, you will only be charged once for delivery.
12. Can I cancel or amend my order once it has been placed?
All orders are processed immediately, which means that we are unable to amend or cancel orders once they have been placed, so please do make sure you are happy with your order before placing it. If you require additional items, you can place a new order.
If you do receive any items you no longer require or that are incorrect, you can simply return them under our "No Quibble Guarantee" for an exchange or refund.
If you have any problems or queries regarding your order after it has been placed, you can call our customer contact centre on +44 (0) 845 389 1898 or email us on customer.services@tmlewin.co.uk. Our customer contact centre is open from 08:30am to 18:30pm GMT Monday to Friday and 09:00am to 14:00pm GMT Saturday.
13. If I return items, how soon will I be refunded?
Returns will be refunded within 2 working days of receiving your returned items. Please make sure you obtain proof of postage for any returns you send to us.
14. How do I know what size to order?
Please refer to our sizing guide for help on choosing the right size and fit for you.
15. Can I have my items altered?
Yes, you can request sleeve shortening and/or trouser hemming. Shirt sleeve alterations are charged at £8.00 per garment. Trouser hemming is included in the price of our suits (see individual products for details).
We can shorten shirt sleeves by up to 3" inches (more than this is not recommended, as it will affect the shape and fit of the shirt). We undertake to fully dismantle then re-make the sleeve using the same procedures as in the creation of the original shirt - this is to ensure the garment satisfies our manufacturing standards.
In view of this process and the busy christmas period, we suggest that you allow 10 working days in addition to normal delivery times to receive shirts with alterations. Please ensure that the sleeve measurements are accurate as we cannot accept exchanges on altered items that are not faulty. See our sizing guide for information on how to determine your sleeve and trouser length (inside leg).
16. Can I have my items gift wrapped?
Yes, we offer a gift box option for just £3.00 per box. There is one size of gift box to fit one shirt with a tie and cufflinks, 2 shirts or 1 item of knitwear (therefore the 'Gift Box' option will only appear on any combinations of these products). Every box comes with T.M.Lewin branded tissue paper and purple ribbon, ready for you to wrap up. Please note: To add a gift box, you must tick the 'Gift Box' option within your shopping basket and hit the 'Update Totals' button to include your gift box with your purchase before proceeding to checkout.
17. How should I care for my items?
Please refer to our Product Care page for details on how to wash, iron and care for your T.M.Lewin clothing.
Our Guarantee
If you are not entirely satisfied with your purchase, you may return it to us within the first 3 months of purchase for a refund or an exchange. The only exception to this guarantee is altered items - these cannot be returned, refunded or exchanged, unless faulty. For more information refer to our No Quibble Guarantee.
Contacts
Sales
You can place an order with T.M.Lewin via our telephone orderline 24 hours a day at:
UK Telephone: +44 (0) 845 389 1898
Customer Services
Our customer contact centre is available during opening hours on:
UK Telephone: +44 (0) 845 389 1898
UK Fax Fax: +44 (0)845 389 1899
Our customer contact centre is open from the following GMT times:
Monday – Friday 08:30am – 19:00pm
Saturday 09:00am - 16:00pm
Customer Enquiries Email
If you would like to email your query you can send an email to a member of our contact centre at:
Email: customer.services@tmlewin.co.uk
A member of the team will respond to your query as swiftly as possible.
Postal Enquiries
Postal enquires about our website or catalogue can be sent to:
3rd Floor Armstrong House, 38 Market Square, Uxbridge UB8 1LH
Corporate Discount Scheme/Wholesale Enquiries
For enquires relating to wholesale accounts or Corporate discounts, contact a member of our Corporate team at:
T.M.Lewin Corporate, 6-7 St Cross Street Courtyard, London EC1N 8UA
Telephone: +44 (0)20 7877 3550
Fax: +44 (0)20 7929 4891
Mon - Fri 09:00am - 17:30pm
Email: corporate@tmlewin.co.uk
Armed Forces
For queries related to our Armed Forces discount contact:
Telephone: +44 (0)20 7877 3550
Fax: +44 (0)20 7929 4891
Mon - Fri 09:00am - 17:30pm
Email: forces@tmlewin.co.uk
Affiliate Programme
If you have a transactional website and would like to join our affiliate programme, email us on the address below and we will help you get started.
Email: affiliates@tmlewin.co.uk