FAQs

Orders & Payment

What payment methods do you accept?

We accept:

• All major credit and debit cards (Visa, Mastercard, American Express)
• PayPal
• Apple Pay / Google Pay
• Klarna (where available)

All payments are processed securely through encrypted payment gateways.

Do you offer gift cards?

Yes. Gift cards available. Valid for 12 months from purchase. Can be used in-store or online. Purchase in-store or contact us to arrange. Online gift cards will be sent via email. 

Can I change or cancel my order?

Before dispatch: Contact us immediately at sales@odsdesignerclothing.co.uk or call during business hours. We'll do our best to modify or cancel your order if it hasn't been processed for shipping.

After dispatch: Follow our standard returns process (see Returns section below).

How do I track my order?

You'll receive:

1. Order confirmation email immediately after purchase
2. Dispatch confirmation with tracking number when order ships
3. Delivery updates via courier (email/SMS)

Track your order using the link provided in the dispatch email.

Shipping & Delivery

UK Mainland Delivery

Express Delivery (1 working days):

• Flat rate: £5.95
• Order before 2pm for next day delivery.

Collection from Store:

• FREE
• Available within 2 hours during business hours
• Order online, collect same day

What if my order doesn't arrive?

If tracking shows delivered but you haven't received it:

• Contact courier using tracking number
• Contact us if not resolved within 48 hours
• Make sure someone is available at the delivery address to provide the driver with the PIN code sent to you by DPD via email.

Please note that deliveries cannot be left with a neighbour, in a safe place, or at a collection point

If tracking shows lost or damaged in transit: Contact us immediately. We'll work with courier to resolve and arrange replacement or refund.

Returns & Exchanges

Returns Policy

Timeframe: 14 days from delivery date

Condition requirements:

• Unworn and unwashed
• All original tags attached
• Original packaging (not required but recommended)
• Proof of purchase

How to Return

Online purchases:

If you’d like to return an item, please complete the Returns Form included with your receipt.

• Fill in your order number, item(s) you’re returning, reason for return.
• Use your own courier or chosen postal method to send the parcel back to us.
• Please ensure items are securely packed and include the completed form inside the parcel.
• Your refund will be processed within 2 working days of the item being received and checked.

In-store purchases: Return to store with receipt within 14 days for exchange or refund.

Exchanges

If you need a different size, please email sales@odsdesignerclothing.co.uk before returning your item — exchanges are subject to availability.

• Return the original item using a courier of your choice.

• Once we’ve received it, we’ll send out the new size right away.

• No exchange charge applies on orders over £100.

If preferred size is unavailable: Full refund issued upon return of original item.

Damaged or Faulty Items

If item arrives damaged or has manufacturing fault:

If your order arrives damaged or faulty, please contact us within 48 hours at sales@odsdesignerclothing.co.uk with the following:

• Order number

• Clear photos of the fault or damage

• Brief description of the issue

Once received:

• We’ll review your photos and ask you to return the item to us.

• When the item arrives, it will be quality checked by our team to confirm whether it is a manufacturing fault or wear and tear/customer damage.

• If confirmed as a manufacturing fault, you will receive a full refund or credit, or a replacement if available.

• If it is not deemed a manufacturing fault, the item will be returned to you.

This process does not affect your statutory rights under UK consumer law.

Warranty & Repairs

Manufacturer Warranties

All items sold by OD's are covered by manufacturer warranty against manufacturing defects. Warranty periods vary by brand.

Warranty covers:

• Manufacturing defects in materials
• Faulty construction or workmanship
• Hardware failures (zips, buttons) under normal use

Warranty does not cover:

• Normal wear and tear
• Accidental damage
• Damage from improper care
• Alterations or modifications
• Items purchased from other retailers

Repair Services

Many brands we stock offer repair or restoration services:

Brands with repair programs:

• Berghaus (Repairhaus - free lifetime repairs)
• Barbour (re-waxing and repairs)
• Belstaff (manufacturer repairs)
• Others (contact us for specific brand capabilities)

How we help:

• Advise on what's repairable
• Connect you with authorised repair services
• Coordinate shipping and logistics where possible
• Source replacement parts where available

Contact us to discuss repair options for your specific item

In-Store Experience

In-Store Services

Personal shopping:

• One-on-one styling consultation
• Book ahead for dedicated attention

Fitting & alterations:

• Try before you buy
• Basic alterations available (hemming, minor adjustments)
• Complex alterations coordinated with specialists

Expert guidance:

• Sizing consultations
• Care advice
• Brand comparisons
• Wardrobe planning

Parking

Street parking available nearby. Check local parking restrictions.

Product Information

Are all products authentic?

Do you price match?

We strive to offer competitive pricing. While we don't have a formal price-match policy, we're happy to discuss pricing on significant purchases.

Contact us with details of the competitor price (must be from authorized retailer, in-stock, same product).

When do you restock sold-out items?

Restocking varies by brand and item:

• Core collection items: Usually restock within 2-4 weeks
• Seasonal items: May not restock if sold out late in season
• Limited editions: Typically don't restock

To be notified when item is back in stock:

• Sign up for restock notifications on product page
• Contact us directly to check expected restock dates
  

Care & Maintenance

Do you offer care services?

Care guidance: Free advice on caring for items purchased from us. Email photos and care label info—we'll advise.

Specialist cleaning: We can recommend trusted specialists for:

• Luxury knitwear (cashmere, merino)
• Technical outerwear (GORE-TEX, down)
• Leather goods
• Tailored garments

Re-proofing/re-waxing: We stock care products and provide guidance on maintaining waterproofing and protective treatments.

Where can I find care instructions?

Three resources:

1. Care label inside garment (always check first)
2. OD's Master Care Guide (universal care rules)
3. Brand-specific care guides (specialized fabrics and technologies)

All guides available on our website.

Privacy & Security

How do you use my data?

We collect and use your data to:

• Process orders and deliver purchases
• Communicate about your orders
• Provide customer service
• Send marketing (only with your consent—you can opt out anytime)

We never:

• Sell your data to third parties
• Share data outside of essential service providers (payment processing, shipping)
• Send spam

Full details in our Privacy Policy available on website.

Is my payment information secure?

Yes. All payment information is:

• Encrypted using industry-standard SSL
• Processed through PCI-DSS compliant payment gateways
• Never stored on our servers
• Handled by secure third-party payment processors (Stripe, PayPal)

We never see or store your full card details.

Contact & Support

What if I have a complaint?

We aim to resolve all issues quickly and fairly.

1. Step 1: Contact us with details of your concern
2. Step 2: We'll investigate and respond within 3 working days
3. Step 3: If not resolved, escalate to management
4. Step 4: If still not resolved, we'll provide information about alternative dispute resolution

Your statutory consumer rights are not affected by our complaints procedure.

Additional Information

Do you offer gift wrapping?

Yes—complimentary gift wrapping available in-store.

Can I buy gift vouchers?

Yes. Valid 12 months. Can be purchased in-store or by contacting us.

Do you have a mailing list?

Yes. Sign up for:

• New arrival notifications
• Exclusive offers
• Style guides and tips
• Early access to sales

Unsubscribe anytime. We never spam.

Are you hiring?

Check our website Careers page for current opportunities. We value product knowledge, customer service excellence, and passion for quality menswear.

Still have questions?

Contact us at sales@odsdesignerclothing.co.uk or visit us in-store. Our team is here to help.