Struggling to find an item or want to know what cards we accept, browse our most frequently asked questions below.
We currently deliver to the following international countries: United Kingdom (including Channel Islands), Ireland, EU (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovenia, Slovakia, Spain, Sweden) Canada, and the United States of America. As of November 2015, we now ship to Hong Kong/ Macau, Singapore, Malaysia, Philippines, Indonesia, Vietnam, Taiwan, Republic of Korea, Mainland China and Australia. We hope to expand our delivery reach in the near future but presently we cannot ship to any countries not on this list.
We offer the following delivery services:
UK Next working day - FREE
UK Next working day (before 9am/12pm*)- £10
EU 4-10 Working Days - FREE
USA & Canada 3-4 Working Days - FREE**
Asia within 5 working days - FREE**
*These services are only available for certain areas of the UK.
** All orders are dispatched from our UK warehouse, and those which require shipment to United States or Asia (excluding Hong Kong) will be subject to import duties and taxes. These costs can not be estimated and will be charged upon receipt.
For security, all packages dispatched will require a signature on receipt. This way you can be sure that they will reach the intended recipient.
We have tried to make returning items as easy as possible –please see our Delivery & Returns page on this site for details. Step by step instructions are also provided on our returns form, which is sent out with your order. You can also take you returns into any of our own stores.
You have 14 days from receipt of your purchases in which to return any items purchased at full price. Under the Distant Selling Regulations you also have the right to cancel your order within 7 days of receipt of your purchases.
Refunds are normally processed within 7 working days of the goods being received back into Online Returns. In the case of unwanted goods returned for a refund, we will refund the price paid for the goods but not any duties or taxes. When processing a refund for the returned goods, we will refund by the original method of payment and you will receive an email confirming the refund amount. Please allow 5-7 working days for the payment to show as a credit in your account. If we decide for any reason not to process a refund, our customer services department will contact you.
In an Aquascutum store you have 14 days to return your items with a receipt for a refund. The goods must be in a resalable condition. If you do not have a receipt then you will not be entitled to a refund, unless the goods are being returned within the faulty goods policy. The same policy applies to goods purchased during the sale.
If you have the style number/product code for an item (usually a letter followed by six digits) you can enter this into the Search box at the top right of the screen. On every product page the product code is displayed in the product details tab, so you can make a note for future reference.
All of our Aquascutum full suits are sold with an unfinished trouser hem so they can be altered to the correct length required. Where a suit is sold as a suit separate the trousers will be finished. The cost of finishing the trouser hem is at the customers expense and I’m afraid it cannot be done before the suit is sent out from Aquascutum Online. You can visit your nearest Aquascutum store who will be able to arrange an alteration using their local tailor, charges may vary from store to store, or you can choose to get the trousers altered by your own personal tailor. Once the trousers have been altered the suit is non-returnable, unless it is being returned within our faulty goods policy.
Online stock moves very quickly and it may be that something is out of stock one day, but back in stock on the following day, so it is worthwhile keeping an eye on the website regularly. You can also email our Customer Service team on firstname.lastname@example.org or call +44 (0) 203 096 1852 (9.30am - 4.30pm Mon - Fri UK time) who can advise if there are further deliveries expected or alternatively which of our Aquascutum stores might have the item in stock.
For sterling purchases we accept Visa, Visa Delta/Electron, American Express, Mastercard, Maestro, Solo and JCB. Unfortunately we do not accept Laser or Diners card. If you are shopping in euros or dollars then we only currently accept Visa, Visa Delta/Electron and Mastercard.
We use RBSWorldpay, a secure payment website, for your transaction and do not have visibility of your specific card numbers. We also have the extra security measures provided by VerifiedbyVisa and Mastercard Securecode, which require you to enter a passcode already set up by you with your card provider. If you have any queries regarding VerifiedbyVisa or Mastercard Securecode then you should contact your card provider.
You are charged at the point of placing your order and your bank has authorized the payment. You will receive an order acknowledgement email from us that will confirm the amount you have been charged.
You can choose to see the prices online displayed in £ sterling, $ dollars or € euros; simply click on the relevant icon at the top right of the screen to change the currency. We have offered this option to make the pricing clearer for our international customers, however we are still a UK business trading under UK regulations. The pricing in different currencies is calculated using a conversion figure set by Aquascutum, this is subject to change throughout the year.
We do not have the facility for VAT free shopping online, and cannot refund any VAT for online orders delivered to the Channel Islands or outside of the EU. The price you see on the website is inclusive of VAT, and is the price you will be charged.
Shopping Online can be very secure if you ensure you take a few security measures. We use a secure payment provider for your purchase, which means that we don’t have visibility of your card numbers. We also have a robust fraud screening process that highlights potential fraudulent activity on our website and will hold orders if we feel they are at a high risk of fraud. If you require any reassurance about your purchase at Aquascutum Online then please feel free to email our Customer Support team on email@example.com or call +44 (0) 203 096 1852 (9.30am - 4.30pm Mon - Fri UK time).
If you have a promotional code you can enter it on the shopping bag page in the promotional Code box, this is before you get to the payment page. Once the promotional code has been applied to your order you will see the saving in the order summary section. If the code has not made a change to your order then it may be because the promo code is not valid for the items in your basket. If you have any queries then please email our Customer Service team on firstname.lastname@example.org or call +44 (0) 203 096 1852 (9.30am - 4.30pm Mon - Fri UK time).
You must register your details with us to shop online. It is an easy process to register, and your details will be saved for quicker purchasing next time. Creating an account will allow you to enjoy a much quicker checkout when you buy, save many addresses and just select one when checking out, rather than typing in addresses each time you buy and update your personal details whenever it suits you.
If you have forgotten your password for your account then you can click on the “forgotten password” link and enter your details. We will then email you a password reminder. If you are still having problems then you can email our Customer Service team on email@example.com or call +44 (0) 203 096 1852 9.30am - 4.30pm Mon - Fri UK time).
Customer Services can be emailed on firstname.lastname@example.org or call +44 (0) 203 096 1852 (9.30am - 4.30pm Mon - Fri UK time).
If you wish to write to Customer Services you can send your enquiry to Aquascutum Customer Services, 57 Broadwick Street, London W1F 9QS, United Kingdom.
When your email is received by customer services you will receive an auto-response that confirms receipt of your message. We will endeavour to respond within 24 hours. If you have not received this confirmation email then your email may have gone undelivered or your email spam filters may have blocked the response. Occasionally during sale we take a little longer to respond due to the high volumes of emails we receive.
The store locator provides contact details for all of our stores, including their opening times. Enter the location of the store you wish to contact and you will be given the store details.
Please email any wholesale enquiries to email@example.com or call our Head Office on +44 (0) 203 096 1815
Please note the Wholesale team cannot respond to any general customer service or online queries, these must be directed to Customer Services.
Please email any marketing enquiries to firstname.lastname@example.org or call our Head Office on +44 (0) 203 096 1851. Please note the Marketing team cannot respond to any general customer service or online queries, these must be directed to Customer Services.