Shopping bag Decidedly British

Customer Services

Below are some answers to questions we are asked most often. However, if your query isn’t answered below, you can contact us (see how to in our contact us page).

Ordering

Q. Where can I find out about sizes of the products?

There is a size guide on each of the product pages. This gives an indication of the size of each of our products.

Q. How is the fitting of StaaG® products?

The sizes of the products are geared to the European standards. Renowned institutes generate these standard sizes through regular measurements. How the product fits to your body depends on different factors i.e. posture or figure. Please take notice of the size guide in the product description.

Q. Where can I buy StaaG® products offline?

Currently StaaG® products are sold solely through the official online store.

Q. What do I do if I didn’t receive an order confirmation?

Please contact us detailing your name and shipping address you used upon ordering.

Q. Is it possible to change details to the order I placed?

Please get in touch with us as soon as possible and let us know what you would like to change. We will do our best to change your order, but it may already have been processed and on it’s way to you.

Payment

Q. What payments methods are available?

You can pay by any major credit or debit card and even by PayPal. You can select your choice of payment type at the checkout.

Q. What is the CSV/CVV code?

It is an important internet security feature that appears on the back of most Visa and MasterCard cards, and on the front of American Express cards. This new code is a three or four-digit number which provides a cryptographic check of the information embossed on the card. The security code helps validate that the customer placing the online order actually has the credit card in his/her possession, and that the credit/debit card account is legitimate.

Shipping

Q. What are the shipping costs?

We deliver to all UK, Channel Island and Republic of Ireland (ROI) addresses free of charge. For orders outside of these locations, charges will apply. These will vary depending upon location.

Q. How fast is the delivery?

Standard delivery to a UK address should arrive within 3 working days. For the Channel Islands and ROI, standard delivery may take up to 5 working days. For orders outside of these locations, delivery time will vary depending upon location.

Q. Can I get my order delivered on a specific date?

Unfortunately it is not possible for us to guaranty specific dates for your order.

Q. What happens if there is no one there to accept the delivery?

Depending on the delivery country you will be notified about the various options (pick up later at different location, another delivery attempt, or returned to our warehouse). Either way, please make sure you will have the parcel shipped to any address where the goods can be received.

Returns

Q. Can I return goods once they have been worn?

We offer a full refund on purchases if returned in the condition in which they were sold within 60 days beginning on the day after you received your products. The refund is only offered if the products are not used and returned to us in their original condition with packaging and labels attached.

Q. How do I return the goods I ordered?

We offer a full refund on purchases if returned in the condition in which they were sold within 60 days beginning on the day after you received your products. The refund is only offered if the products are not used and returned to us in their original condition with packaging and labels attached. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. Arranging a return is very simple. Securely wrap your returning item(s), along with your completed Returns Form and drop off at your local Post Office (to find your local UK centre, click here). As soon as your return arrives back at our warehouse, we then aim to process your refund or ship your replacement item in three working days. StaaG Fashion Ltd, Returns Department, Honigham, Thorpe Estate, Norwich Road, Colton, Norfolk, NR9 5BZ, United Kingdom Please Note: The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We recommend that you use Special Delivery or if that is not available in your territory, use an insured carrier service. The cost of returning the item to us is your responsibility.

Q. Can I exchange one product for another?

Of course. You can exchange purchased goods, however only for either another size and/or a different colour. Please inform us about your wishes by means of completing the return form enclosed with your original order.

Q. Has my return been received?

If we receive your return in our distribution centre, you will get a confirmation by e-mail. If you returned your package more than a week ago and didn't receive a confirmation yet, please contact us at returns@staag.co

Q. I returned my order, when I can expect to receive my refund?

Credit or Debit Card returns will depend on the card Company's policies. Refunds made to direct to your bank or PayPal account will show within 7 days after receipt of the return on the statement of your bank/PayPal account.

Q. How do I get in contact with customer services?

Please see the contact us page where you will find a number of options of getting in touch with us.

Q. I am a clothing reseller, how can I enquire about working with StaaG?

There is a lot of criteria that needs to be met in order to resell genuine StaaG® products. You can find out more by contacting retail@staag.co

Q. How do I best care for my StaaG® products?

Within the section you bought your products from, there is a care section. You should follow the guidance here and on the care label attached to your products for how to best care for them. Adhering to this guidance will extend the life of the product.

Q. Where can I find the general terms & conditions?

Please visit the following link for the terms & conditions.

Q. StaaG® imitations

Being a successful brand means being copied. Beware of cheap imitation StaaG® products offered on the internet, for example on auction sites. If you think you have seen a counterfeit StaaG® item, or if you see our products somewhere other than one of our stores, please inform our customer service department at thestaag@staag.co