FREE UK Delivery on
orders over £45

FAQ


Can I change or cancel my order?

You can make changes to your order at any time up to the point when you submit your order and have been advised the payment has been authorised.

If you wish to change or cancel your order after you have submitted payment, please contact us as soon as possible and we will be happy to help.

What if I’m having trouble placing my order online or I’m not sure if it’s gone through?

If you receive acknowledgement & confirmation emails, th)en your order has gone through. If you have not received any emails, go to the My Account section of the website & click on Previous Order. If your order does not appear on the list, you will need to place it again. If you are not sure or need help feel free to contact us.

When will you take payment for my order?

We will take payment from you when you place the order. Orders are only accepted for items that are in stock

Can I get my order delivered to a different address?

Yes, we can deliver your order to any address. We will also ask you to specify your delivery address at the checkout.

Do I need to register?

Yes, you must register for an account to make a purchase at Guide London online store. This saves you time when you shop with us in future as we keep your shipping details. It also means you can track your orders online. And you get to receive exclusive offers, discounts and news (if you choose to).

You can register now, or you can start shopping and register for an account when you check out.

Do you accept returns?

Yes, we do when goods are returned in their original condition. For more information read our Returns Policy.

Do you deliver outside the UK?

Yes we do. Just choose the country where you want us to deliver in the shopping basket.

Has my order been shipped yet?

We will email you when your order is dispatched (that means shipped). If you haven’t seen an email you can always check the status of your order online.

How can I contact you?

You can contact our Guide London sales team by phone, email or in writing. They are available Monday to Friday from 9am to 5pm.
Email:  online@guideclothing.co.uk
 
Phone: +44 (0) 207 481 1111
Address: Guide Clothing Ltd, Units 1-4 Andersens Wharf, 20 Copenhagen Place, London E14 7DX (head office)
 

We aim to answer all correspondence within 72 hours of receipt.

How can I find out what size I am?

It’s very easy. Just see our size guide. There is a link to the size guide on the footer of every page.

How can I pay for my order?

We accept credit and debit cards Visa, MasterCard, Switch, Solo, Maestro and Visa Electron.
 

Please note we do not accept cheques or cash via our website.

How do I buy something online?

1. Browse the Guide London online store by category or using the search box. Click on the image of the item to access the product page.
2. ‘Add to basket’ by:

  • Clicking on the required size (only sizes that are in stock will be shown)
  • Selecting the correct colour from the drop down list
  • Selecting the required quantity
  • Then clicking on the 'Add To Shopping Bag' button.

3. Review the item(s) you have chosen by clicking on on ‘View' Shopping Bag. 
4. Click on ‘Checkout’ when you are happy with your selection and want to pay. 
5. Register your account (or login if you have already registered) so that you can proceed to payment.

We will send you a confirmation email when we have received your payment. We will email you again when your order is shipped.

How do I change my personal details?

Go anytime you want to My Account and click on “Edit”. You can change your name, email address, password.

How do I return something? 

1. Complete the Returns Form that was included with your order.
2. Enclose the Returns Form with the item(s) you are returning.
3. Address your parcel to us at Online returns, Guide Clothing Ltd, Units 1-4 Andersens Wharf, 20 Copenhagen Place, London E14 7DX.
4. Send the parcel back to us.  We recommend that you send the item recorded delivery to ensure that it reaches us within 14 days from the day you received your order.
5. Please note that you will have to pay postage on returns.
Please see our Returns Policy for full details.

How much will shipping cost?

This depends on where you live and how quickly you want your order delivered.

For more information, please see our Delivery policy

What currencies can I use? 

All transactions are billed in GBP pounds sterling

What if the refund is not the amount I expected?

If you feel we have refunded you an incorrect amount, please get in touch with us by phone or email and we will be happy to help you. You need to have your Order number, payment details and delivery note handy.

What should I do if an item is faulty?

Please return the faulty item to us following our Return Policy and we will refund the full order value.

What should I do if I’ve forgotten my password?

We will reset your password and send a new one to your email address. Click on My Account and follow the instructions.

What should I do if I’ve received the wrong item?

If you have received something you did not order, please return it to us following the instruction in our Returns Policy.  We will arrange for a refund or replacement.

What should I do if my order is not complete?

If there is a discrepancy between the items on your Delivery Note and the items in your package, please contact us immediately in writing or by email. We will need to know the Order Number and details of the items you are missing.

When will I be charged?

Once your debit/credit card payment is authorised, the payment will be taken from your account immediately. We will send you an email confirming the transaction.  If payment is not authorised, the order will not be processed and this will show on screen.

When will I receive my refund?

We will refund any money received from you using the same method originally used by you to pay for your purchases.
Providing the goods are in the condition we expect, we will make a refund to your card within 30 days.

When will I receive my replacement?

We aim to get replacements to you within 5 working days of receipt of the return. Replacements are shipped using Standard Delivery.

Which delivery companies do you use?

We currently send out all our deliveries by DPD, but we may choose to use alternative carriers at our discretion.