Struggling to find an item or want to know what cards we accept? Browse our most frequently asked questions below.
Where does Aquascutum Online deliver?
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, United States of America, 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.
How much does delivery cost?
We offer the following delivery services: UK (2-5 Working Days) - £5 EU (3-5 Working Day)- Є10 USA & Canada (3-5 Working Days) - $15 Asia (3-5 Working Days)- $15
*Free Shipping is available for all orders
** All orders are dispatched from our UK warehouse, and those which require shipment to the United States or Asia (excluding Hong Kong) may be subject to import duties and taxes. These costs cannot be estimated and will be charged upon receipt, by the carrier.
Will my parcel require a signature on delivery?
For security, all packages dispatched will require a signature on receipt. This way you can be sure that they will reach the intended recipient.
How do I return or exchange unwanted items?
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. Outlet returns can only be made to our Aquascutum outlet store in Hackney or with a valid returns label via post.
*Please note; that items purchased from a concession, stockist, wholesale partner or second hand cannot be accepted as a return for a refund or exchange within one of our mainline stores
Please contact the retailer in which it was purchased for further information regarding returns and exchanges.
How long will it take to process my return?
Refunds are normally processed within 14 working days from date of return. 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.
What is the returns policy in an Aquascutum store or concession?
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.
How can I get my unfinished suit trousers altered to the correct length?
You can take your unfinished trouser into any of our Mainline Aquascutum stores, to have you trouser finished, free of charge. We will have these finished by our local and trusted tailor. Please note, that the trouser are non-returnable once they have been altered, unless you believe the trousers are faulty.
What can I do if I can’t find the item I’m looking for?
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 email@example.com 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.
What credit or debit cards can I use online?
We accept Visa, Visa Delta/Electron, Mastercard, Maestro and PayPal. 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.
Is my payment online secure?
We use SagePay, 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. If you have any queries regarding VerifiedbyVisa or Mastercard Securecode then you should contact your card provider.
When do I get charged for my order?
You are charged at the point of placing your order and your bank has authorised the payment. You will receive an order acknowledgement email from us that will confirm the amount you have been charged.
Can I buy in different currencies?
We only accept payment in the currency of the country in which you are shipping to – which is limited to; £ sterling, $ dollars or € euros; simply click on the relevant icon at the top right of the screen to change your shipping country. The pricing in different currencies is calculated using a conversion figure set by Aquascutum, this is subject to change throughout the year.
Can I claim back my VAT when I shop online?
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.
Is it safe to order Online?
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 firstname.lastname@example.org or call +44 (0) 203 096 1852 (9.30am - 5.30pm Mon - Fri UK time).
How do I use my promotional code?
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 email@example.com or call +44 (0) 203 096 1852 (9.30am - 4.30pm Mon - Fri UK time).
Do I need to register to shop online?
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.
I have forgotten my password, what shall I do?
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 firstname.lastname@example.org or call +44 (0) 203 096 1852 9.30am - 5.30pm Mon - Fri UK time).
What are cookies and how do they work?
How can I contact Customer Services?
Customer Service can be emailed on email@example.com or call +44 (0) 203 096 1852 (9.30am - 5.30pm Mon - Fri UK time). If you wish to write to Customer Service you can send your enquiry to;
Aquascutum Customer Service, 43 Great Marlborough Street, London W1F 7JL
How long will it take to get a response from Customer Services?
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.
How can I contact an Aquascutum store?
The store locator provides contact details for all of our stores, including their opening times. Click the location of the store you wish to contact and you will be given the store details.
How can I make contact the Aquascutum Wholesale team?
Please email any wholesale enquiries to firstname.lastname@example.org 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.
I'm a member of the press and would like to contact the Press office.
Please email any marketing enquiries to email@example.com 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.
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