FAQs
RETURNS POLICY:
Want to return an item(s) for a refund? We accept refunds on items that are in their original condition within 14 days of the order arriving at your shipping address.
Want to return an item(s) for an exchange? We accept exchanges on items that are in their original condition within 30 days of the order arriving at your shipping address.
We do not accept any returns on orders or items that are sent back to us outside of these timeframes, this may result in your order/item(s) getting sent back to your original shipping address.
We aim to issue your refund within 5 working days of having received the order/item(s).
All items are inspected upon return, to be eligible for a refund/exchange all items should be sent back to us in their original condition, unwashed and not damaged. Items that come with a tag attached cannot be returned if the tag has been removed. (e.g. SDMN Two Tone Tech Slides should be returned with the original shoe box and the SDMN Colour Block Hoodie should be returned in the ziplock barcoded bag).
Returned orders are the customers responsibility until they reach us, so please ensure that parcels/packages are sealed and packed correctly to ensure they do not get damaged in transit.
We advise that any returned items are sent back via tracked delivery to ensure the safety of your parcel order.
With regards to exchanges:
- If the returned item is of lesser value than the item you wish to exchange it for, you will receive a full refund for the item returned and will then simply need to place a new order for the new item.
- If we do not have your desired size in stock, then we will email you to let you know and you will be refunded.
Orders which are sent back for a refund/exchange will require a returns form enclosed in the parcel. This can be downloaded/printed from the bottom of this subsection by clicking the ‘Download Our Returns Form’ button.
If you do not have access to a printer please use a plain piece of paper and copy all contents of the returns form so that our returns team can deal with your request accordingly.
Returned orders are the customers responsibility until they reach us, so please ensure that parcels/packages are sealed and packed correctly to ensure they do not get damaged in transit.
We advise that any returned items are sent back via tracked delivery to ensure the safety of your parcel order.
We do not cover the costs of returning/exchanging items, unless they are deemed faulty with proof of the fault/damage provided to us via email prior to the return. All returns should be paid for by the customer.
We aim to process returns and exchanges within 5 working days of having received the order/item(s) however, during busy periods this may take a little longer.
UK Orders: Our UK orders are shipped via DPD Tracked and Royal Mail Tracked 48 for any areas DPD cannot currently cover. Tracking info will be sent to the mobile number/email address provided at checkout.
Worldwide Orders: Our worldwide orders are shipped via DHL Express Worldwide. If you can, please enter both a contact number and email address upon checkout. Tracking updates and delivery options will be sent to the provided contact information.
Russian Customers: Unfortunately, we CANNOT deliver to you, as Russian Customs authority regulations stipulate shipments can only be sent to registered business addresses and must be for commercial purposes. A shipment to a private individual cannot be sent to a business address. Any orders placed to Russian addresses will automatically be refunded.
PLEASE NOTE: Couriers (such as DHL) cannot deliver to PO Box addresses. Please DO NOT use a PO Box as your delivery address as it may result in not only your order being undelivered, it will also incur a fee for it to be shipped out to you again.
Our estimated delivery timescales are as follows.
UK Orders:
- UK Courier Delivery (DPD Tracked) – 1-4 Working Days
- UK Mail Delivery (Royal Mail Tracked) – 3-5 Working Days
International Orders:
- Worldwide Delivery (DHL Express) – 3-7 Working Days
Delivery timescales for your designated country will be provided to you at checkout, these can vary depending on your location. Delays with customs, imports and any other issues outside of our control are not included in these timescales. We aim to send out your products as fast as possible but during busy periods we may not be able to meet these timescales.
Requesting a Safe Place?
Not going to be in for your delivery? Our shipping services may allow the option of delivering to a safe place. By opting for your order to be left in a nominated safe place, you will be accepting liability for this shipment. If your order were to be lost or stolen, we would be unable to provide a replacement or refund.
Customers should contact us via the 'Contact Us' page within 2 weeks of placing your order if you have not received your delivery within the above given time frames. Any orders placed after 12pm on Fridays will not be shipped until following Monday (excluding Bank Holidays) - apologies for any inconvenience caused.
Shipping costs for your designated country will be provided to you at checkout, these can vary depending on your location. Customs/import fees are not included in the total of your order. These are billed from DHL once the parcel is in transit. See the subsection below for more information on customs/import fees.
Orders being sent internationally may incur customs charges/import fees for importing goods which will NOT be included in the shipping fee. Countries have varying regulations regarding imports; therefore, we strongly advise that you research the import regulations in your region before placing an order. We cannot cover these import charges for you.
International Shipment Refusals: In the event of a shipment being refused at or before the point of delivery, we will have the shipment returned to us by DHL where you will receive a refund, minus the cost of having the item(s) shipped back to us (Return shipping charge). This will be the same as the shipping cost originally paid at the time of purchase, as we cannot be held accountable for non-compliance of payment of import duties or customs charges by the receiver.
The following payment methods are accepted on our website:
- Mastercard
- Visa
- Maestro
- American Express
- Paypal
- Apple Pay
- Google Pay
- Clearpay
- Shop Pay
- Discover
- Diners Club
If you place an order and realise that you have ordered the wrong sized item or made a mistake with the shipping address, email us ASAP. We recommend reviewing all details before checkout and getting in contact with us to amend any mistakes/typos as we will not be liable for any orders which have been marked as delivered with incorrect addresses provided. Either use the customer contact form on this page or send an email to the support team at support@sidemenclothing.com and the team will do what they can to get your changes amended before your order is shipped.
Once you place your order you will receive an order confirmation email, this confirms that your order is on our system and ready to be processed. Over the coming days you will then receive your shipping confirmation email which includes your tracking link. You will receive this once one of our packing team has processed your order and prepared it ready to be shipped. Tracking links will begin to show updates within 24 hours of your shipping confirmation email landing in your inbox. If you do not see these emails in your main inbox be sure to check your junk and spam folders as they may have landed there.
Orders can and will be refunded if they are flagged by our system as being potentially fraudulent orders. The most common reason is that customers place an order using a proxy internet connection or a VPN. Any orders placed using a proxy internet connection will automatically be flagged and will be refunded.
If your cart total is equal to or over the amount needed to qualify for free shipping (£90 Domestic/£150 International), the free shipping option will be unlocked at checkout. However, you need to ensure that you select the 'Free Shipping' option else you may automatically be charged for shipping. Due to the platform we use, we cannot code 'Free Shipping' to be automatically selected.
Please be aware that orders will have to be above the totals of £90 domestic and £150 even once a discount code has been applied to an order so bear this in mind when compiling your order.
If we are dealing with your request/enquiry, could you please reply to emails via the same email thread as it will help us solve any problems you may have MUCH faster.
On our Contact page, please include your order number in your message to ensure that your request can be dealt with as quickly as possible, please also provide us with all relevant information based around your request/enquiry as this will help us to resolve this as quickly as we can.
