Long Sleeve Penguin Shirt

Shipping

Once your order has been accepted by Guide London, we will do our best to deliver your order in line with the delivery service that you have selected at the checkout.

We aim to dispatch orders the same day if the order is accepted before 1pm (UK time) Monday to Friday, otherwise the order will be despatched on the next working day.

Our working days are Monday to Friday (Excluding Bank Holidays). Despatching your order may take longer due to credit card authorisation, compliance with customs control and other factors outside our control. The workload in our warehouse may also affect the time it takes to dispatch your order.

Please note that we do not ship to PO Boxes.

We cannot, unfortunately, be responsible for anything unexpected that affects our delivery partner. It is not customary for us to refund delivery charges under these circumstances.

If you order products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes.

Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order. Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.

Despatch will be made to your stated delivery address and a signature will be required upon delivery to ensure safe arrival. So please ensure somebody is in to sign for the goods. If you are not in to receive goods, the courier will leave instructions on how to contact them to arrange a new delivery time.

You also have the opportunity to add any special delivery instructions during the ordering process. We can take no responsibility for any delivery problems arising from incomplete or incorrect address details supplied by you. We will send you confirmation by email as soon as your order has been dispatched. If you have not received your delivery 3 working days after we have emailed advising despatch, it is your responsibility to advise us of non-delivery within 24 hours.

Unfortunately it is not possible to pick up orders from our warehouse, head office or retail stores at present.

Returns

Returns Address

We hope and believe you will be happy and 100% satisfied with your Guide London purchases. However if you wish to return or exchange something you can do it by sending goods in a re-saleable condition, in all original packaging, within 14 days of receipt to the following address:

Online Returns Department

Guide Clothing Ltd

Units 1-4 Andersens Wharf

20 Copenhagen Place

London

E14 7DX

Statutory Rights

Under the distance selling regulations, you have 7 working days (from the day you receive your order) to cancel your purchase. In this case, we will provide a full refund of the goods (excluding any shipping charges) after you have returned the goods to Guide London at your own cost.

Making A Return

Please repackage the products you wish to return.

Include the completed returns form, and take the parcel to your nearest Post Office. Please make sure you fill in all the appropriate fields, including your Order Number and Style Number. If your Returns Form is incomplete, there could be a delay in processing your return.

At the post office you will need to obtain proof of postage as part of sending the consignment. We recommend using a registered delivery service such as Royal Mail Registered Post in the UK. Your parcel is your responsibility until it reaches us.

We will fully refund the value of the goods returned, using the original payment method, within 30 days of receiving the goods, but you must return the items to us at your expense.

Whilst we acknowledge your right to examine the items you purchase, we reserve the right to refuse to accept the goods if we believe you have not taken reasonable care with them e.g. if they have been damaged or tampered with and you may have to compensate us.

To ensure that any returns you make are accepted, please keep your purchases in their original condition. Do not wear fragrance or anything else that may leave a scent or mark on clothes you are trying on. The product must be in its original packaging and all tags must still be attached and undamaged.

Lost your returns form?

If you have mislaid your Returns Form, please email online@guideclothing.co.uk asking for a copy. Please quote your order number.

Faulty Goods

If you receive a faulty product, please get in touch with us at online@guideclothing.co.uk and we will give you instructions for its return. Products returned by you because of a manufacturing defect will be refunded in full, including the cost of sending it back to us, as well as your original shipping costs.

Exchanges

We aim to get replacements to you within 5 working days of receipt of the return. Replacements are shipped using Standard Delivery.

Guide London will cover the cost of shipping exchanged items to you within the UK only. However, any further exchanges may incur additional shipping costs. We cannot guarantee that the item(s) you wish to exchange your original item(s) for will be in stock. If an item you require is not available, a member of the Guide London team will contact you. You may then arrange to exchange your purchase for another item or choose a refund.