We monitor live chat from 9am - 9pm GMT, 5 days a week. Our awesome customer service team do need a break so we aren't always online during the weekend. But feel free to jump on chat and leave us an email address if there isn't anyone available.
Welcome to our help centre, all our most commonly asked questions and answers are here in our FAQ’s
Where is everything made?
We ensure our products are made well everywhere, about 50% of our products is made in the UK, the rest we work with reputable and accredited production partners around the world and have done from the very start. on each product page it states where the garment is made and what materials it is made from.
Do you do bespoke clothing?
We sometimes offer a limited run of abstract clothing where we collaborate with independent artists and designers on certain lines. However due to the amount of time bespoke clothing takes to produce, we are unable to offer bespoke clothing or alterations.
Can I purchase a gift card?
Yes! You can, they’re available at; $25, $50, $100, $200, $500 These are E-Vouchers. You can purchase them here.
How long will shipping take?
We aim to process and dispatch same day, for US orders that have been placed before 2pm on weekdays. We use Tracked Postal Services and therefore we ask for you to allow up to 5 business days from dispatch for your item to arrive. During busy periods, dispatch and delivery may take longer.
Do you offer free shipping?
Orders over $100 have free ground shipping within the US mainland only.
Do you ship worldwide?
We do not ship worldwide from the &SONS US website. Please contact customer service for more information here
How much will I pay in import taxes?
Stock is now in our DC in Ohio. All duties are paid by &SONS, there will be no additional duties on your order.
Can I cancel my order?
You will need to get in contact as soon as you can. We pack orders very fast, and once packed, we are unable to cancel the order. Once you have contacted us, we are unable to guarantee that your order will be able to be cancelled.
Can I add to my order?
Once an order is placed, I’m afraid we are unable to add to orders.
How do I track my order?
Once your order has been despatched, you’ll get an email to confirm that your order has been despatched, and you’ll also be able to track your order with the link given in the email.
Do you offer discounts?
If you are a new customer with us, you can sign up to our newsletter, and once you’re signed up, you will receive an email with a 10% discount code FIRST10
Returns & Exchanges
Extended Christmas Returns
All orders placed from 22nd November 2021 will be subject to an extended returns and exchange window. You will have until the 14th January to return an item for exchange of refund.
How do I make a return?
To start a return, you’ll need to use our returns portal within 14 days of placing your order. Further information can be found here
How long will a return take?
Once you have filled in the returns form on the portal, it will then depend on when you send the item back to us. We have no control over how fast your returns reaches us. Once we get your return, it may take up to 14 working days to process. But typically between 5-7 working days.
Do you offer free returns?
We are unable to offer free returns as a small growing company. Customers are fully responsible for the costs of returning anything. To avoid returns, drop us a line on live chat, or send us an email, and we are able to help with sizing or anything other questions relating to your purchase.
When will my refund appear in my bank?
Once we have processed the refund on our end, it may take up to 7-10 working days to appear in your account, depending on who you bank with. If you do not get it by then, you will need to contact your bank. Typically, refunds appear in accounts within 2 working days.
What size am I?
If you know your body measurements, use our body size chart to find out which size to buy. If you are unsure, get in touch via our live chat, and we will do our best to help you.
Do you offer alterations?
Unfortunately we don’t offer alterations as a service. Alternatively, a good solution would be to get in touch with your local tailor for any specific alterations.
When will a product be back in stock?
If you go onto the product page, and click on the size you would like, a button will appear that you can click to enter your email address. Once it has been restocked, you will receive an email to let you know. We also send out emails to our newsletter subscribers to let you know when we have restocked.
My size is out of stock, will this be coming back in?
If you click on the size you would like, a button will appear that you can click to enter your email address. Once the size has been restocked, you will receive an email notifying you it is back in stock.
Do you have a number I can contact?
We don’t have a phone line, but you can easily get in touch with a member of our friendly customer service team through live chat, or drop us an email 24/7. We usually reply to emails within 24 hours and live chat we can reply instantly. We use no bots on our live chat, so you can be rest assured you are always talking to a real person.