Customer Services

We've tried to ensure that all the information you'll need to know about Paul Smith is on our site. If you have any further queries or questions, take a look at our FAQs below to help resolve your issue.


How can I contact Customer Services?

Please visit our contact us page for country-specific contact information. You can also complete a customer enquiry form on this page.

How do I unsubscribe from the newsletter?

You can unsubscribe from our newsletter by scrolling to the bottom of an email and clicking the ‘Unsubscribe’ link. Alternatively, you can email to request for us to do this.

Why has my order been cancelled?

There are a few reasons your order may have been cancelled. This may be due to security purposes, incorrectly priced items or there may be a discrepancy with your order. We would recommend contacting us for further information should this not be provided at the point of cancellation.

How do I return a faulty product?

In the instance that you encounter an issue with your product(s), we would request for you to email us with a copy of your proof of purchase and some images of the item and the issue you have encountered. We will then advise you accordingly on how to proceed.

How do I get a VAT receipt?

For online orders, please email us and we will provide you with a stamped copy of your invoice. For in-store purchases, you will need to obtain a VAT-receipt in-store at the time of purchase.

Can I cancel my order?

You may contact us to request to cancel your order prior to reaching the ‘Ready to Ship’ stage and we will endeavour to cancel this promptly. In spite of this, it may not be possible during busy periods.

Please note that due to the nature of monogrammed products, returns, changes or cancellations are not accepted once an order has been placed.

Can I amend my order?

If your order is at the verification stage, we will be able to amend the size, colour or quantity of product. Once your order has progressed past the verification stage, we are unable to guarantee that we are able to make amendments to an order. We recommend emailing us for further information.

How do I register a new account?

You can register and manage your account with us by visiting the my account page.

Can I add an extra item to my order?

Once your order has been placed and progressed past the verification stage, we are regretfully unable to add any further items.

How long are credit notes valid for?

A credit note given by the store lasts 12 months from the date that it is issued.

Do you ship to my country?

For a list of countries that we currently ship to and for further shipping information, please refer to the shipping page.

How much does shipping cost?

Shipping costs vary depending on the shipping destination and the service used. This information can be found on our shipping page.

Can I change the shipping address?

You can contact us to change the shipping address on your order prior to despatch. Following despatch, you may be able to do this via the courier’s page directly.

Do I pay customs and import charges if I live outside of the UK?

Please view our shipping page for information on whether duties and taxes are included for shipping to your country.

Can I track my parcel?

Once despatched, you will receive a notification confirming your tracking details and the courier used. Please note that some services, such as the Sock Subscription are on an untracked service, so you will not receive courier information for these.

What courier do you use for shipping?

For UK shipments, we primarily use DPD except for Channel Islands, Highlands, Islands of Scotland, Isle of Man, Isle of Wight, Scilly Isles and Northern Ireland which we ship via Royal Mail.
Shipments within Europe will be sent via DHL with some exceptions. Shipments outside of the EU will be sent via FedEx.

What if I am not at home when my order is due for delivery?

You will receive courier information upon despatch of your order. If you are not available for your delivery, we would recommend contacting the courier to re-arrange delivery or for your parcel to be left in a safe place (where possible).

How do I know if my parcel has been despatched?

You will receive a notification confirming your order has been shipped.

Customs has asked me for further information - what should I do?

Customs may require personal information (such as a Citizen or ID number) to clear your parcel. Please provide the information requested. Should you encounter any issues, you can contact us via email.

What is your returns policy?

We will refund or exchange (where stock is available) any unworn/unused products at any time during the period from our despatch confirmation to the end of 28 days after the day on which you receive the products.

During this very challenging and unpredictable time we will be flexible with our customers struggling to return items to our stores. Please contact customer services if you have any queries.

Due to the nature of monogrammed items, returns, changes or cancellations are not accepted once an order has been placed. We offer free returns from the United Kingdom, United States, Australia and some European countries.

For further instructions on how to return from your country, please see the returns page.

What is your returns address?

Paul Smith Online Returns, Paul Smith Australia Pty Ltd, 469 Oxford Street, Paddington, NSW 2021, Australia

For further information please see our terms and conditions.

Can you confirm you have received my return?

Unfortunately, we do not provide confirmation that we have received a return, but you will receive confirmation of a refund or a new despatch email for an exchange.

How long will it be before I get a refund or exchange?

Please note that we advise up to 14 working days for returns and exchanges to be processed once received. Once refunded, this usually appear back in your account in 3-5 working days.
Once your exchange has been despatched, you will receive a notification confirming your new tracking details.

Order Status:

There are four main status’ you may see your order at: Security Hold, Pick and Pack, Ready to Ship, Shipped and two additional ones for click and collect orders: ‘Available to Collect’ and 'Collected’.

Security hold - your order is passing through a verification stage. Should we encounter any issues, we will email you.

Pick and Pack - this means that your order is being processed through our warehouse system ready to be picked and packed.

Ready to Ship - Your order has been added to the ready to ship queue awaiting the generation of a shipping label. Please note that for shipments outside of the EU, your order may stay at this stage for a few days during busy periods.

Available to Collect - your order has been delivered to and acknowledged by your specified store and you will now be able to collect this

Collected - once collected, the store will update the system to confirm this.

There is a problem with the order I received

If you encounter a problem with your order once received, please take photographic evidence and email this through to us and we will be able to look into this and advise you further.

How do I know if my order was successful?

If your order has been successful, you will reach the ‘Success’ page of the website where you will receive your initial notice of your order number. From that point, you will order confirmation to the email address specified during the checkout stage.

What currencies can I use?

Our website (depending on store view) accepts the following currencies: GBP, EUR, DKK, USD, AUD, HKD.

What methods of payment do you accept?

We accept (depending on store view) Visa, Mastercard, Maestro, American Express, PayPal, Discover, Union Pay, WeChat Pay, Alipay, Amazon Pay and Paul Smith Digital and Physical Gift Cards. For more information, please visit the payment methods page.

When will I be charged for my order?

Payment for the products and all applicable delivery charges will be taken at the time of ordering.

Where can I find sizing information?

Sizing information can be found on our website under the ‘Sizing’ tab of a product. Simply scroll down and click the ‘View Size Guide’ link and this should bring up a chart with the relevant measurements.

Will you be getting more stock?

Despite our best efforts, we are not always able to advise if/when we will be replenishing stock for a product. However, if you have an account with us, you can click the ‘Notify me when back in stock link’ on the product page where available.

Can I get more information on a product?

Should you require any further information on a product, you can contact us via email, Live Chat or telephone to discuss this with us.

Will you price match a product if I’ve seen it cheaper on another website?

If you are interested in enquiring about a price match, please visit our price match policy page and provide us with the relevant information and links to allow us to advise you further.