Frequently Asked Questions

Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

No, not unless you sign up to our weekly newsletter.

If you do sign up, you can ask to be taken off our mailing list at any time.

No, we will not pass your details on to other companies.

If you have forgotten your password, we will need to reset it for you. 

Please click here, so that we can reset your password.

Click here to see our guide on how to order.

As safe as it possibly can be.

We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.

Our Customer Services team are here to help with any problems. Click here for contact details.

We accept our branded account cards, Switch/Maestro, Visa, Visa Electron, MasterCard, Solo, Amex and PayPal.

Unfortunately we are not able to accept Gift Cards as a method of payment online at this time.

 We may be able to cancel your order but we can only do this by telephone.

You need to call us as soon as possible after you have placed your order otherwise it may be too late.

Click here for the Customer Services telephone number.  Please note - we are unable to cancel your order by email.

If it is too late for us to cancel your order, return your order using the Freepost returns label enclosed with your parcel.  Simply log into  your account and follow the returns process there. Once we have received the goods back, we will process a refund for you.

You will still need to request a Returns Number if you return the order.

Alternatively, if you are a UK or Republic of Ireland customer, just return your order to your local store  along with your despatch note and they will refund the order for you.

In certain circumstances, we may be able to cancel an item from your order but we can only do this by telephone.

You need to call us as soon as possible after you have placed your order otherwise it may be too late.

Click here for the Customer Services telephone number.

If it is too late for us to cancel the item from order, simply return it to us using the Freepost returns label enclosed with your parcel.

You will still need to request a Returns Number; just select the details of the item you wish to cancel.

Once we have received the item back, we will process a refund for you.

Unfortunately not, you will need to place a separate order for anything else that you want to buy.

Your bank will be able to let you know why your card has been declined.

Please click here to contact our Customer Services team.

You can only order from countries to which we deliver.  Click here to see the countries that we deliver to.

We charge you for your order in Pounds Sterling. Your card provider will apply the exchange rate when your card is charged.

You can only claim back VAT on Internet purchases if your items are for business purposes.

When you enter your card details to pay for your order, your bank automatically deducts the money from your available balance although it is not actually taken from your account until we despatch your order.

If we do not despatch your order, we do not charge you and the money is automatically put back onto your available balance by your Bank.

This usually takes around 3 working days but the exact timeframe  does depend on your card issuer and your bank.

If this timeframe has elapsed, or you are a PayPal customer and the money still has not been released, please contact Customer Services by clicking here.

It normally takes 48 hours from the date of your order to put the money back.
For further queries, please click here to contact Customer Services.

Some of the items on our website do sell out quickly and unfortunately we are unable to tell you if we will be getting more of a particular item.

However, we regularly update our site so it's worthwhile checking again.

Simply return your unwanted item for free by post by logging into your account and following our returns process.

Alternatively, if you are a UK or Republic of Ireland customer, Just return your order to your local store along with your dispatch note and they will refund for you.

Please click here to contact our Customer Services team who will investigate this matter with our warehouse

Unfortunately, although our systems showed available stock when you placed your order, when our warehouse went to pick the item they found that there was no stock available. 

Although this does not happen often, when it does we have to cancel the item from the order and obviously we do not charge you for the item.

We aim to get your order right every time but we do occasionally make mistakes.

If we send you the wrong item and you live in the UK, you can return it to us free of charge.

If you are an International customer including the Republic of Ireland you will need to pay for your return. If you let our Customer Services team know how much you paid, they will reimburse you.  Click here to Contact Customer Services

Just click here to log in to your account, follow the links for requesting a return and select the item that you should have received as the item you are returning.

Please click here to contact our Customer Services Team if you purchased your item online.

Please ensure that the security code (CV2) you are entering in the card details section is the one on the back of your card.

Your bank may have given you a different code to use when placing an order online, but the system will only accept the last three digits of the code on the signature strip on the back of your card.

Our promotions cannot be used in conjunction with any other offer.

Please check that the code/link you are using is still valid and not out of date.

For further assistance, please click here to contact our Customer Services team.

Unfortunately not.  You can only use promotion codes that have been supplied to you directly by the Brand or via your account card.

We use Hermes for our Standard deliveries.

Where you have selected a specific delivery day ie. Nominated day, your order will be delivered by HDN. 

Our International parcels are delivered by the local postal service in the country of delivery.  Unfortunately, we are unable to track International parcels.

Standard delivery orders to most areas of Mainland UK should arrive within 2-3 working days.  Exceptions to this are deliveries to AB and DD postcodes, Highlands and Islands and Northern Ireland.  Deliveries to these areas will take 5-7 working days to arrive.

If you have requested delivery for a specific day, your order will be delivered on that day.

International orders are normally delivered within 7 working days, however please allow up to 10 working days to take into account the local postal services.

For full details on all our delivery times, including International, please click here.

Yes, you can check exactly how your order is progressing through our system by simply logging in to your account. Please click here to log in to your account.

When our couriers receive your order for delivery, they will send you a text message to re-confirm the delivery day you selected. If you wish to change this delivery day, please follow the instructions on the text.

If you wish to query something with Hermes our Standard Delivery couriers, our Customer Services team will need to do this on your behalf.  Please click here to contact Customer Services.

If you have requested a specific delivery day, you can contact our couriers HDN on 0870 154 5400. 

As our International parcels are delivered by the local postal service in the country of delivery it is not possible to query your International parcel.

Tracking is only available for UK orders.

If you have selected a specific delivery day log on to log on to http://www.hdnl.co.uk/tracker.aspx and use the tracking number provided in your despatch email or click the link in your despatch email. Please allow 24 hrs from receipt of the email before tracking your order. Our couriers will send you a text message to re-confirm the delivery day you selected. They will also send you a text on your actual day of delivery to advise an approximate delivery time.

Please allow 24 hrs from receipt of the email before tracking your order.

If you haven't got your tracking number, please contact Customer Services by clicking here

For Standard deliveries within the UK

Log onto http://www.hermes-europe.co.uk and use the tracking number and delivery postcode provided in your despatch email.

Please allow 36 hrs from receipt of the email before tracking your order.

If you haven't got your tracking number, please contact Customer Services by clicking here

Unfortunately we cannot currently offer tracking for International orders, but please allow up to 10 working days for delivery.

If you are in when we deliver, our driver will ask you to sign for your delivery.

If we attempt to deliver whilst you are out our couriers will either leave the parcel with a neighbour or in a safe location at your property.

If you are not in when our couriers first try to deliver and they cannot find a safe location to leave the package, they will leave a card, take your order back and then attempt to deliver two more times on the following working days. 

Please follow the instructions on the card left by the courier to arrange re-delivery.

If you request a specific delivery day, there is a space for you to leave special delivery instructions for the courier if you are out. You will need to complete these delivery instructions prior to confirming your order.

Unfortunately we are unable to change the delivery address on Standard delivery orders.

For Express orders, depending on where your order is up to in our system we may be able to change your delivery address.  Please call us straight away.   Please click here for contact details.

Unfortunately, we are unable to change the delivery address on International orders.

Yes. Please click here to see the countries that we deliver to.

Unfortunately we do not deliver to BFPO addresses at this time.

Unfortunately we do not deliver to the Channel Islands at this time.

Unfortunately we do not deliver to UK PO Box addresses at this time, but we should be able to deliver to an overseas PO Box.

Unfortunately we do not deliver to mail forwarding addresses at this time.

We aim to get your order right every time but we do occasionally make mistakes.

If we send you the wrong item, you can return it to us free of charge using the Freepost label we sent with your order.

You will still need to request a Returns Number; just select the details of the item you should have received when you do this.

Once we receive the item back, we will refund you.

Click here to request a Returns Number.

Gift Cards are sold separately to our other orders, please contact Voucher Express on 0870 240 8238, email: arcadia@voucherexpress.co.uk.

Our Customer Services team are here to help with any problems. 

Click here for contact details.

You can return unworn Internet purchases via post within 2 weeks of receiving your item.

Please note, we are unable to accept back unsuitable items via post after this time.

International Style369.com purchases can also be returned by post.

To return an item, log into your account and follow the onscreen instructions.  Click here to log into your account.

This does not affect your Statutory Rights.

Some items are excluded from our Returns Policy.

In the interests of hygiene we do not offer refunds on pierced jewellery unless they are faulty or unfit for purpose.

Log in to your account and select 'Request a return' from the 'My Orders' section.

Click the order number containing the items you want to return and follow the 'Create Return' link next to the order number.

Select the items you wish to send back to us with a reason for each.

Once you click the 'Create Return' button you will be given a unique Returns Authorisation Number.

Write this number along with your name and address in the areas provided on the freepost returns label sent with your order.

Peel off the freepost label, stick it to the parcel and post it to us so within 14 days of receipt.

Please remember to ask the Post Office for your proof of posting certificate and retain it for your reference.

If you are an International customer you will not be sent a pre-paid label and and you will need to return any unwanted items at your own cost.

You can log in to your account here

Download a return label here

Please click here to download a Returns Label or take the item to your local Evans store excluding those within department stores if you live within the Mainland UK or Republic of Ireland.

Please take with you your despatch note and the card that you used for payment.

Simply login to your account and select the order, which contains the item you wish to return then follow the onscreen instructions.

 You have 14 days from the date you receive your parcel to raise a returns number.

Click here to log into your account.

Please allow 10 working days for your parcel to reach us, and a further 3-5 working days for your account to be credited.

You can only request a Returns Number within 14 days of receiving your order, as this is the time limit on our Returns Policy.

Please note, we are unable to accept back unsuitable items via post after this time.

Our Customer Services team are here to help with any problems.

Click here for contact details.

If your item is damaged or faulty, and it is the only item on your order, we will refund your postage costs. 

If you have kept any items on your order, we will not be able to refund your postage.

If you live in the EU and return your whole order within 7 days of receipt your postage will automatically be refunded. 

Customers outside of the EU will not be refunded their postage costs for unsuitable items.

When we send your goods to you, we will also send you a Freepost returns label that you can use to send back any unwanted items to us for free.

You can also take unwanted items back to your local store, excluding those in Department stores.

Unfortunately, we are not able to offer free returns for International orders so you will need to pay the postage costs for these returns.

Unfortunately you will need to pay to send the item back but don't worry, if you let your Customer Services team how much you paid they will reimburse you.

Please click here to contact our Customer Services team.

If you are a UK or Republic of Ireland customer, you can take the item to your local store excluding those in department stores and our staff will be happy to examine the item for you.

Alternatively, click here to contact our Customer Service team, who will raise a returns number for you so that you can send it back in the normal way.

Please download a second returns label by clicking here. 

You will need to split your order so that each returned parcel weighs under 5kg and put a returns label and number on each of them. 

To ensure that your refund reaches you quickly, please raise a separate returns number for each parcel.

Simply use the 'search' link on the website and type in the product code or a description of the item you are looking for.

Or use the clothing links down the left hand side of the homepage.

Please take the details to your local store, or click here to contact our Customer Services team for further advice.

We regularly top up the stock on our website so please keep checking.

If you wish to place an order, Customer Services will be happy to do so for you by phone. 

Unfortunately they are not able to check the availability of items in stores.

You can only order items that are currently in stock. However, we regularly top up the stock on our website so please keep checking.

Please click here to leave your details and we will add you to our mailing list.

Simply click the unsubscribe link at the foot of the email.

If you're having any difficulties please contact Customer Services who will be pleased to help.

We do not sell surplus stock to third parties as we already have arrangements in place with our suppliers to dispose of such stock.

Please contact our customer services via email. Please click here

Click here to view our size guide

You can do this in your local store.

To buy a new Gift Card online just click here.

At present you are unable to top up your Gift Card, or shop with your Gift Card online.

Gift Cards remain valid for 24 months from the date of the last activity on the card.

Yes, they can be used in any of the Arcadia stores listed on the reverse of the voucher.

Gift Cards and Vouchers cannot be refunded, please see the terms and conditions provided with the card for details.

Gift Vouchers cannot be replaced if they are lost/stolen.

If you have registered your Gift Card, we will be able to place a stop on it and protect any outstanding balance on it from fraudulent use.

Please click here to contact our Customer Services team for help.

Your Gift Card can be used in any store, excluding those within department stores.

For full details, please refer to the leaflet accompanying your card.

At present we cannot accept Gift Cards as payment for online purchases.

Just call the number on the reverse of your Gift Card or your local store can check the balance for you.

If your Gift Card is lost or stolen, we will only be able to place a stop on it if you have registered it in your name.

Just click here to buy a Gift Card online.

You can also buy them from our stores as well as other retailers such as BP petrol stations, WH Smiths, Sainsburys, Coop stores and Morrisons.

I am afraid that we are not able to refund Gift Cards.

No.  Unfortunately this service is presently not available.

You can do this in your local store.

To buy a new Gift Card online just click here.

At present you are unable to top up your Gift Card, or shop with your Gift Card online.

Gift Cards remain valid for 24 months from the date of the last activity on the card.

Yes, they can be used in any of the Arcadia stores listed on the reverse of the voucher.

Gift Cards and Vouchers cannot be refunded, please see the terms and conditions provided with the card for details.

Gift Vouchers cannot be replaced if they are lost/stolen.

If you have registered your Gift Card, we will be able to place a stop on it and protect any outstanding balance on it from fraudulent use.

Please click here to contact our Customer Services team for help.

Your Gift Card can be used in any store, excluding those within department stores.

For full details, please refer to the leaflet accompanying your card.

At present we cannot accept Gift Cards as payment for online purchases.

Just call the number on the reverse of your Gift Card or your local store can check the balance for you.

If your Gift Card is lost or stolen, we will only be able to place a stop on it if you have registered it in your name.

Just click here to buy a Gift Card online.

You can also buy them from our stores as well as other retailers such as BP petrol stations, WH Smiths, Sainsburys, Coop stores and Morrisons.

I am afraid that we are not able to refund Gift Cards.

No.  Unfortunately this service is presently not available.

Head Office vacancies are shown on our website. For details of current vacancies click here

For store vacancies, please contact the Store Manager direct.

Click here for the telephone number of your local store.

Please call our Switchboard on 020 7636 8040.

Click here to contact our Customer Services team.

Please click here to see our ethical policy.

The only company information we are able to provide is on our corporate website.

Please click here to visit the site.

Please contact our switchboard on 020 7636 8040.