Help & Info | Considered British Menswear | SIRPLUS
Deliveries
Where is my order?
You should have received a tracking code and link in your order dispatch email. You can use this tracking code to monitor the progress of your shipment through the courier's website.
If your order is taking longer than the expected delivery time or if you have any concerns about its status, please follow these steps:
- Check the Tracking Information: Use the tracking link provided in your dispatch email to see the current status and estimated delivery time of your order.
- Verify Shipping Details: Ensure that the shipping address provided at checkout is correct and that there are no discrepancies.
- Contact Us for Assistance: If you have not received your order within the expected timeframe or if the tracking information is not updating, please reach out to our customer support team. You can contact us using the support bubble located at the bottom of the page.
We are here to assist you and will work to resolve any issues as quickly as possible.
UK Deliveries
Delivery Policy
All orders placed before 1PM are shipped with Next Working Day delivery.
Delivery Options:
- Express Next Working Day - Orders Under £150: £4.99
- Free Express Next Working Day - Orders Above £150: FREE
Additional Delivery Details:
- Highlands and Islands: Orders will be shipped via Royal Mail Tracked Parcel. Please allow an additional 2-3 days for delivery.
- Order Timing: UK orders placed before 1 PM will typically be delivered on the next working day.
- Special Requests: If you need your order delivered on a specific day or wish to delay postage, please specify your request in the ‘notes’ section at checkout.
Courier Updates:
- To receive SMS updates from our courier, please provide your mobile number at checkout.
- Note: The account used for sending parcels is TU PACK LTD. Your email or SMS notifications will refer to "TU PACK LTD."
Payment Information:
- PayPal Payments: If you have paid via PayPal, please allow 1-2 days for the transaction to clear before dispatch.
During Peak Periods:
- Sales, Holidays, and Busy Periods: During these times, dispatch may be 1-2 days slower than usual. We appreciate your patience and are working diligently to process your order as quickly as possible.
Europe Deliveries
Here is the revised Europe Delivery Policy with comprehensive guidance:
Europe Deliveries
We offer efficient delivery options for our European customers to ensure your order arrives promptly.
Delivery Options:
- DHL Express: 3-4 working days
- Free Delivery: For orders over €200
- Delivery Charge: €20 for orders under €200
Additional Information:
- Global Checkout: You can check out in one of 16 global stores on the SIRPLUS website by selecting the appropriate store and currency in the selector at the top of the page.
- Transit Estimates: Delivery times are provided in working days and may be subject to customs delays.
- Mobile Number: We recommend providing your mobile number at checkout to receive delivery information and additional options via SMS and email.
- Statement Details: Purchases will appear on non-UK customers' statements as "Global-e."
During Peak Periods:
- Sales, Holidays, and Busy Periods: During these times, dispatch may be 1-2 days slower than usual. We appreciate your patience and are working diligently to process your order as quickly as possible.
USA Deliveries
We provide efficient delivery options for our USA customers to ensure your order arrives promptly.
Delivery Options:
- DHL Express: 3-4 working days
- Free Delivery: For orders over $250
- Delivery Charge: $25 for orders under $250
Additional Information:
- Global Checkout: You can check out in one of 16 global stores on the SIRPLUS website by selecting the appropriate store and currency in the selector at the top of the page.
- Transit Estimates: Delivery times are provided in working days and may be subject to customs delays.
- Mobile Number: We suggest providing your mobile number at checkout to receive delivery information and additional options via SMS and email.
- Statement Details: Purchases will appear on non-UK customers' statements as "Global-e."
During Peak Periods:
- Sales, Holidays, and Busy Periods: During these times, dispatch may be 1-2 days slower than usual. We appreciate your patience and are working diligently to process your order as quickly as possible.
Australia Deliveries
We offer reliable delivery options for our Australian customers to ensure your order arrives swiftly.
Delivery Options:
- DHL Express: 3-4 working days
- Free Delivery: For orders over $250
- Delivery Charge: $25 for orders under $250
Additional Information:
- Transit Estimates: Delivery times are provided in working days and may be subject to customs delays.
- Mobile Number: We suggest providing your mobile number at checkout to receive delivery information and additional options via SMS and email.
- Statement Details: Purchases will appear on statements as "Global-e."
During Peak Periods:
- Sales, Holidays, and Busy Periods: During these times, dispatch may be 1-2 days slower than usual. We appreciate your patience and are working diligently to process your order as quickly as possible.
Rest of the World
We offer efficient delivery options to ensure our international customers receive their orders promptly.
Delivery Options:
- DHL Express: Approx. 3-4 working days
- Free Delivery: For orders over £350
- Delivery Charge: £20 for orders under £350
Additional Information:
- Transit Estimates: Delivery times are provided in working days and may be subject to customs delays.
- Mobile Number: We recommend providing your mobile number at checkout to receive delivery information and additional options via SMS and email.
- Statement Details: Purchases will appear on statements as "Global-e."
During Peak Periods:
- Sales, Holidays, and Busy Periods: During these times, dispatch may be 1-2 days slower than usual. We appreciate your patience and are working diligently to process your order as quickly as possible.
Do I have to pay additional taxes or duties for my order?
Shipping and Duties:
- Duties Paid Service: SIRPLUS ships from the UK and offers a duties-paid service through our international distribution partner, Global-e. Customers can pay for these charges upfront at checkout by selecting their shipping region (click the flag on the top right corner of our website).
- Payment of Duties: If you choose to pay duties at checkout, you should experience no delays and will not be asked to pay extra taxes upon receipt of your order.
- Free Shipping: We offer free shipping based on a minimum spend to all countries.
European Orders:
- Taxes and Duties: European countries are now subject to taxes and duties. We recommend checking out via your shipping country and paying any applicable taxes and duties at checkout to avoid delays with your order.
General Information:
- Without Duties Paid Option: If you do not use the duties-paid option for international deliveries, customs duties or taxes may be incurred once the order reaches the destination country. SIRPLUS has no control over these charges and cannot predict if they will occur.
- Responsibility for Charges: Any additional charges must be paid by you in order to receive your order.
- Customs Contact: Customs authorities typically contact you via the email address used to place your order if further information is required.
Returns
How do I return my order?
Please use our returns portal to start your return. Enter your order number (SP...) from your receipt email. Once confirmed, we'll provide a return label.
What happens after I post my return?
You'll receive:
- Notification when your package arrives at our warehouse
- Email confirmation once your refund is processed (within 10 working days)
Do I need a return form?
No, once you've used our returns portal, we'll have all necessary information.
What are the return costs?
A £2.95 flat rate will be deducted from your refund. Exchanges are complimentary.
Can I return in store?
Yes, returns to our London stores are complimentary and processed immediately.
When will I receive my refund?
Refunds are processed within 10 working days after your return arrives at our warehouse, then take 3-5 working days to appear in your account.
Need help?
Contact us at info@sirplus.co.uk
What is your Christmas returns policy?
To make your holiday shopping easier, we've extended our returns window for purchases made between 1st November and 24th December:
- Return by 7th January for a refund
- Exchange by 14th January
- Items must be unworn with tags attached
- Boxer shorts, socks and gift cards are non-returnable
- Applies to purchases made online, in London stores or at events
Regular return policy applies to items purchased after 24th December.
What is your returns policy?
At SIRPLU, we want you to be completely satisfied with your purchase. If something isn’t quite right, we’re here to help. Please review our return and exchange policy below:
Returns:
- Eligibility: Items must be unworn, in their original packaging, and include all original labels. Please do not open the pockets of jackets, coats, or waistcoats.
- Timeline: Returns must be initiated within 14 days of receiving your order. Returns outside this period will be issued as credit notes only.
- Gift E-Cards: Sales of Gift E-Cards are final and non-refundable.
- Exclusions: The following items are non-returnable: Boxer shorts and briefs, Socks, Items that have been altered.
Exchanges:
- Eligibility: Exchanges are complimentary and must be requested within 14 days of receiving your order. Items must be unworn, in their original packaging, and include all original labels.
Refunds:
- Fee: A flat fee of £2.95 will be deducted from refunds. Exchanges do not incur any fees.
Sale Items:
- Online Purchases: Sale items bought online are eligible for return and exchange under the same conditions as regular items. Returns must be made within 14 days and include proof of purchase.
- In-Store Purchases: Sale items bought in-store are final sale and may only be returned if defective or damaged upon receipt. The item must be unused, in its original packaging, and accompanied by proof of purchase.
Process:
- Returns Portal: Please use our returns portal to start the return process. For international returns, please contact us directly at info@sirplus.co.uk for assistance.
If you need further assistance, don’t hesitate to reach out to our customer support team. We’re here to help!
What is your international returns policy?
For international returns or exchanges, please contact us at info@sirplus.co.uk with details of the items you wish to return.
Our team will arrange a courier for you and provide labels for you to print out, ensuring the return process is free of charge. Please also include our returns form, which you can download here, if you do not already have one.
Returns will only be accepted within 14 days of receiving your order. Please note that the cost of the return will be deducted from your refund if SIRPLUS arranges the return.
Are there any products that can't be returned?
We do not accept returns on the following items for reasons of hygiene and safety, even if unopened:
- Boxer shorts and briefs
- Socks
- Any items that have been altered upon request
Orders
Can I pre-order an item?
We regularly offer items on pre-order. Pre-order pieces are shipped as soon as they arrive in our warehouse. We'll provide an estimated delivery date for each pre-ordered product to give you an idea of how long it is likely to be. Please note that these dates may be subject to change.
For orders that are a mix of in stock and pre-order items, we endeavour to ship the in stock item(s) to you as soon as possible. You will always receive a shipping notification with tracking when items in your order are dispatched.
Can I get notified when items are back in stock?
We use limited-run fabrics in our clothing because we know that our customers value something special and exclusive. Many of our items are made using surplus fabric, meaning there is only a small amount.
If an item is out of stock online, you can sign up on the product page to get a notification if it comes back into stock. This is pretty unusual though, so if you see something that you like, act fast!
But don’t despair! We often revive popular styles using similar fabrics. Sign up to our newsletter at the bottom of this page and we’ll keep you informed of our new arrivals - and you'll get 10% off your first order!
How do I care for my new items?
Washing and care instructions can be found either on the product page or printed on the product's inside label.
Check out our materials and care page for more info.
Do you offer bespoke tailoring?
We're no longer offering a general bespoke service. However, if you have any special requests please contact us at info@sirplus.co.uk and we will try our best to accommodate you.
Do you offer gift wrapping?
We don’t offer gift wrapping as we aim to reduce plastic and paper waste wherever we can. However, we do offer some rather delightful gift boxes, featuring some of our classic pairings in a presentation box crafted from recycled cardboard. The perfect gift for a special occasion.
What payment methods can I use?
We accept Visa, MasterCard, American Express and JCB cards, as well as PayPal, Apple Pay and Klarna.
In cooperation with Klarna, we offer a “Pay Later” service. Klarna’s user terms can be found here. Our personal data is handled in accordance with our privacy policy, all applicable data protection law and in accordance with the information in Klarna's privacy statement. For more info, check out our info page about Klarna.
Online Store
How do I set up an online account?
You can register for an account on our registration page. If you sign up for the SIRPLUS newsletter, you'll receive a code for 10% off your first order.
How do I reset my password?
Head to our login Page and click ‘Forgot your password?’. Enter your email address and we will send you a link to reset your password.
Data Privacy & Protection
Q: How is my data used and protected?
A: We collect data through our own channels and trusted brand partnerships. We value your privacy and take data protection seriously, regularly reviewing our security measures to ensure compliance with current regulations.
Q: How did you get my data?
A: We obtained your data through our membership in Abacus' brand alliances. This means you may have opted in to share your data when shopping with other brands in the Abacus network.
Q: What are my data rights?
A: You can:
- Request access to your data through Abacus' website Abacus Contact Page
- Opt out using our unsubscribe Consumer Data Deletion Requests
- Contact our customer service team with any questions
- View our full Privacy Policy
Q: How we disclose Personal Information?
A: We work with Epsilon Abacus (registered as Epsilon International UK Ltd), a company that manages the Abacus Alliance on behalf of UK retailers and charities. The participating retailers are active in the clothing, collectables, food & wine, gardening, gadgets & entertainment, health & beauty, household goods, home interiors and travel categories. These retailers and charities share information about their customers and supporters and what they buy or donate. Epsilon Abacus processes this information as a processor on behalf of these companies to help them understand individuals’ behaviour and preferences. Epsilon combines information provided by participating retailers and charities with third party data. From this combined information, these companies can tailor their communications, sending individuals suitable offers and appeals that should be of interest to them. You can learn more about how Epsilon Abacus processes your personal information in their Privacy Policy, which is available here:https://www.epsilon.com/abacus/services-privacy-policy
Need more help? Our customer service team is always happy to assist - just email us.
Discounts & Promotions
Welcome Offer - New Subscribers
Q: Do you offer a discount for new customers?
A: Yes! Get 10% off your first order when you subscribe to our mailing list. Stay updated with our latest collections and exclusive offers straight to your inbox.
Q: How do I claim my new subscriber discount?
A: Once you subscribe, you'll receive a unique discount code via email. Simply enter this code at checkout to receive your 10% off.
Seasonal Promotions
Q: When do you run special sales?
A: We offer seasonal discounts throughout the year, including our Black Friday event. Subscribe to our newsletter to be the first to know about upcoming sales and special offers.
Q: How long do seasonal sales last?
A: Sale duration varies by season. Black Friday deals typically run for a limited time, while other seasonal promotions may last longer. Check our website or newsletter for specific dates.
Returns & Exchanges:
Q: What's your return window?
A: You have 14 days from delivery to arrange returns, exchanges, or credit notes.
Q: What about fees?
A: Returns have a £2.95 postage fee deduction. Exchanges are free!
Q: How do I return items?
A: Either:
- Visit returns portal here
- Scan your delivery note QR code
Q: What's the sale items return policy?
A: Depends on purchase location:
- Online: 14-day return/exchange window
- In-store: Final sale (returns only for defective/damaged items)
Q: What's required for returns?
A: Items must be:
- Unused
- In original packaging
- With proof of purchase
Bundle Deals
Q: What is your Bundle Offer?
A: Save up to 25% when you shop our curated collections of shirts, t-shirts, boxer shorts, and socks. This automated discount will be applied at checkout. Please note:
- Bundle offers are subject to availability
- Not valid during Christmas, Black Friday, or sale periods
- Cannot be combined with other discounts
Q: How does the Bundle discount work?
A: The discount is automatically applied when you add qualifying items to your cart. The more items you add from our bundle collections, the bigger the discount, up to 25% off.
Discount Code Terms
Q: Can I use multiple discount codes?
A: No, discount codes cannot be combined. Only one discount code can be applied per order. The system will automatically apply the highest value discount available.
Q: Are there any exclusions for discounts?
A: Yes, gift boxes are excluded from all promotions and discount codes as they already come with special pricing. This includes:
- Seasonal sales
- Welcome offer
- Bundle deals
- Any promotional codes
- Black Friday offers
Additional Information
Q: Do you offer student discounts?
A: Not currently, but keep an eye on our newsletter for special promotions and offers.
Q: What happens if my discount code doesn't work?
A: Check that the code hasn't expired and that your order meets any minimum spend requirements. If you're still having issues, please contact our customer service team.
Q: Are sale items eligible for additional discounts?
A: Generally, additional discounts cannot be applied to items already on sale. This includes both promotional codes and bundle offers.
Q: How do I find out about future promotions?
A: The best way to stay informed about our promotions is to:
- Subscribe to our newsletter
- Follow us on social media
- Regularly check our website
- Enable notifications on our mobile app
Catalogue
About Our Catalogue
Q: When is the catalogue published?
A: Our catalogue is published several times a year alongside our new collections - Spring/Summer (April/May), Autumn/Winter (September/October), and Holiday Season (November).
Q: What types of catalogues do you produce?
A: We produce two types: our House Catalogue for existing customers and our New Customer Catalogue for prospective clients, which may include special offers.
Q: Is your catalogue recyclable?
A: Yes, our catalogue is printed on recyclable paper following the latest sustainability standards. We encourage you to recycle it after use.
Managing Your Subscription
Q: How do I sign up for the catalogue?
A: Simply opt in through our marketing subscription when shopping with us. This includes catalogue, email and SMS communications.
Q: Why haven't I received my catalogue?
A: First check you've opted in to marketing communications. If you have, please contact our customer service team for assistance.
Q: How do I stop receiving catalogues?
A: You can opt out at any time by clicking the unsubscribe link in any of our communications or by contacting our customer service team directly.
Data Privacy & Protection
Q: How is my data used and protected?
A: We collect data through our own channels and trusted brand partnerships. We value your privacy and take data protection seriously, regularly reviewing our security measures to ensure compliance with current regulations.
Q: How did you get my data?
A: We obtained your data through our membership in Abacus' brand alliances. This means you may have opted in to share your data when shopping with other brands in the Abacus network.
Q: What are my data rights?
A: You can:
- Request access to your data through Abacus' website Abacus Contact Page
- Opt out using our unsubscribe Consumer Data Deletion Requests
- Contact our customer service team with any questions
- View our full Privacy Policy
Q: How we disclose Personal Information?
A: We work with Epsilon Abacus (registered as Epsilon International UK Ltd), a company that manages the Abacus Alliance on behalf of UK retailers and charities. The participating retailers are active in the clothing, collectables, food & wine, gardening, gadgets & entertainment, health & beauty, household goods, home interiors and travel categories. These retailers and charities share information about their customers and supporters and what they buy or donate. Epsilon Abacus processes this information as a processor on behalf of these companies to help them understand individuals’ behaviour and preferences. Epsilon combines information provided by participating retailers and charities with third party data. From this combined information, these companies can tailor their communications, sending individuals suitable offers and appeals that should be of interest to them. You can learn more about how Epsilon Abacus processes your personal information in their Privacy Policy, which is available here:https://www.epsilon.com/abacus/services-privacy-policy
Need more help? Our customer service team is always happy to assist - just email us.
Klarna
What is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 170,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.
How does play later in 3 works?
Pay later in 3 will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by SIRPLUS and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.
How can I increase my chance of being accepted for pay later in 3?
Klarna is unique and offers Pay later in 3 based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
Will a credit search rake please against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor SIRPLUS run credit searches against you that could impact your credit rating.
Why have I not been offered pay later in 3?
Although Pay later in 3 is widely promoted it is not always universally available. The Pay later in 3 payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
What are my payment options with Klarna?
Payment for your Pay later in 3 will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment.
What happens if I cancel or return my order?
As soon as SIRPLUS have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due.
What happens if I don’t pay fo my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 purchase at SIRPLUS from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment.
I have been asked to goo to KLARNA’S site. Is this correct?
You can view all of your Klarna purchases and payment schedule simply by logging onto Klarna.com/uk.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by SIRPLUS. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
No, this is not currently possible for Pay later in 3 purchases.
Have you received my payments?
Klarna will notify you via email and push notification when a payment is due and when this has successfully be collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com/uk.
What happens to my statement, when I’ve returned the goods?
Once SIRPLUS has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments.
I’ve received a statement, but I’ve not yet received my goods.
In the event that your goods have not been received please call SIRPLUS to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.
I have asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.
I haven’t received an email with my statement/payment information.
You can log in at www.klarna.com/uk, where you will find all of your orders and payment schedule information.
I still have questions regarding payment, how can I get in touch?
Visit Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.
Klarna privacy
In order to be able to offer you Klarna’s payment options, we will pass to Klarna certain aspects of your personal information, such as contact and order details, in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you.
Contact
Haven't found what you're looking for? Get in touch with us:
Email: info@sirplus.co.uk
Phone: 020 7704 0093
Opening Hours:
Monday - Saturday: 10AM - 7PM
Sunday: 11AM - 5PM
We'll respond to your email as soon as we can.