HOW CAN I UPDATE MY ADDRESS?

If you would like to update the address we have on file for you, please contact us via telephone or send us an email so we can arrange that for you.

Please note, you will still need to update your details in your online account, you can do that yourself by logging in here.

Should you need to update a delivery address for an order you have already placed, please contact us straight away, as we are unable to make any amendments to an order that has already been despatched.

HOW DO I CANCEL AN ITEM OR ORDER?

The first step in cancelling an item from your order (or the order in full) is to contact us as soon as possible. The best way is to call us directly on 1800 703 505. If your order has not yet left us, we will be able to stop it or change it for you. If the order has already left our warehouse and is on the way to you, you can simply return it to us for a full refund.

HOW DO I UPDATE MY EMAIL ADDRESS?

Updating your email address with us is simple:

*Log into your online account via the Charles Tyrwhitt website by entering your existing email address and password.

*Check your details and replace your original email address with the new one.

*Please check that all other details are correct and change any that are no longer valid.

*Click on the box marked ‘Update’ to see your changes take place.

The next time you log into your online account, please use your new, updated email address as your log in.

HOW DO I PLACE AN ORDER?

We understand that modern day life has many demands on your time, so we have tried to make ordering with us as easy as possible.

You can order online or by calling Customer Services 24/7 on Freephone 1800 703 505 if you prefer.

Online Ordering:

There are many ways to search for what you want.

• If you have your catalogue to hand and know exactly what you want, then you can put the product code or description (For example – White Twill Non-Iron Classic Fit) in the “Search” box at the top of the page and then click “Search”. This will bring up the specific product page if the product code was used, or results for you to choose from that contain the words from your search.
• When you find a product that you would like to buy, select your size (if it is a sized item) and click “Add to Basket”. You can view your basket at any time by clicking on “My Basket” at the top right of the screen. Your basket will show all the items you have chosen, the price and whether or not they are immediately available. If the item isn’t in stock right now, we will give you a date for when it will come into stock.
• When you have completed your shopping, click on the Checkout button and follow the instructions through our secure checkout process. We always recommend creating an online account and logging into it to place your order, as this means you can see your online order history in the future. Using Express/Guest Checkout means you will not be able to see the order history online.

Telephone Ordering:

*Simply call our lovely Customer Services Team on 1800 703 505 to place your order. They are available 24 hours a day, 7 days a week to take your call and will be more than happy to assist with any questions you may have.

HOW DO I FIND MY PRODUCT NUMBER?

You can find your Product Number (also known as a Style Code) on the care label attached to your item of clothing.

Top Tip! RN 1 16036 is actually the label number and does not relate to any of our products, infact, the Product Number is just below.

In the example above, the Product Number is: JEP0309BWT

You can then type this number directly into the search box located in the top left of your screen, which should lead you directly to your item!

WHAT ARE YOUR DELIVERY TIMESCALES AND CHARGES?

We make all our shipments direct from the Charles Tyrwhitt Warehouse in the UK. Assuming that all items in your order are in stock and available, the normal delivery timeframes below apply. Simply click on your location below to find out which delivery option is best for you.

COVID-19 Update: Due to the localised lockdown in some parts of Australia, some routes may be experiencing an additional delay. We apologize for the inconvenience and rest assured we are working to get your order to you as soon as possible.

AUSTRALIA

DELIVERY TYPE	BUSINESS DAYS	PRICE
Standard	Express	$19.95
Within 7 – 10	Within 4 – 6	$25.95

CAN I TRACK MY ORDER?

We know it is reassuring to be able to see the progress your parcel is making when it leaves us. That’s why all our Australian delivery services are fully tracked.

Australian Standard Delivery

Our standard Australian deliveries are sent via OCS, then passed to the Australian Postal service. You will be sent a tracking link in your email confirming despatch.

Australian Express Delivery

All Australian Express deliveries are fully tracked. We will send you an email when your order is despatched giving you your unique tracking number, along with a link to the tracking website so you can track your parcel.

Please allow 24hrs after you receive your Despatch Confirmation Email before you attempt to track the parcel as the tracking process can only begin when the delivery company has received the parcel into their network.

For more information on our delivery timeframes, please click here.

WHAT HAPPENS IF MY ORDER COMES IN TWO PARCELS – DO I HAVE TO PAY FOR POSTAGE TWICE?

Quite simply, no!

The only exception to this would be if you specifically asked for the order to be split between more than one address. In this instance, we would need to place more than one order for you, which would incur additional postage charges.

One order, one postage charge.

WHAT HAPPENS IF I DON’T RECEIVE MY ORDER WHEN I EXPECT TO?

Firstly, this is most unusual and we sincerely apologise if we have let you down in this manner. The vast majority of orders reach our customers more quickly than expected, but ifyour parcel doesn’t arrive in the timescales we told you thenyou can always email us by clicking on the ‘Ask a Question’ tab above.

We will investigate with the delivery company straight away and have another parcel sent out to you if we need to.

CAN I CHOOSE A DIFFERENT ADDRESS FOR DELIVERY?

Sometimes, it simply isn’t convenient to be at home to receive your parcels. If it is easier, you can give us an alternative delivery address (e.g. your work address) to ensure your parcel reaches you safely.

Make sure you let us know when you place your order of any special arrangements you want to make and we will do our best to help.

Please be sure to check your order confirmation email to ensure the delivery information is all correct, to avoid any

WHICH DELIVERY COMPANY DO YOU USE?

Which delivery company do you use?

Standard Deliveries:

Deliveries to addresses within Australia are sent via Royal Mail in the UK, then passed on to the Australian Postal Service.

Expedited Deliveries:

Express deliveries to addresses within Australia are sent directly via the OCS Worldwide Courier Service. Upon occasion, these will be passed on to the Australian Postal Service to complete the delivery.

CAN YOU DO NEXT DAY DELIVERY?

No, we are not able to offer a next day delivery service to Australia as we ship all of our goods from England.

If you need your order urgently we can send it using Express delivery. Your parcel would then reach you within 4 – 6 working days. The postage charge for this tracked, signature-required service is $25.95 and you can request this when placing your order online or by telephone.

WHERE IS MY ORDER SENT FROM?

All our mail orders are sent from our warehouse in Milton Keynes (UK).

WHAT IF I AM NOT IN WHEN THE PARCEL ARRIVES?

What if I am not in when the parcel arrives?

Australian Standard Deliveries – Australia Post:

It is always the way that you will pop to the shops and your delivery will appear! Not to worry, should you happen to be out when your parcel arrives, your local postie will follow whatever is the standard parcel delivery protocol for your area when attempting to deliver your parcel. We advise contacting them to query any delivery queries or cards left by the postal service, as we are not privy to any information within their delivery network.

Australian Express Deliveries – OCS Couriers/Australia Post:

These parcels cannot be left without a signature but you can keep an eye on the tracking information provided in your dispatch confirmation email to get an idea of when your order may be delivered. If you are not home, neighbours will be attempted on your behalf however if this is without success, a card will be left for you as above. Australia Post will normally leave the parcel at your local Delivery Office for collection when convenient.

HOW DO I MEASURE MYSELF SO I KNOW WHICH SIZE/FIT TO BUY?

If it is the first time you have bought one of our products pleaseclick here to see our sizing charts for full sizing specifications and a measuring guide. (Also, welcome to Charles Tyrwhitt and thanks for choosing us!)

The fit of all clothes will vary slightly, depending on how the garment is cut, which fabric is used, and how the garment is styled.

Please take your actual body measurements instead of measuring yourself over your clothes. This will give more accurate figures.

How do I measure my collar size?

The best thing to do is to measure a formal shirt from button to button hole.

If you don’t have a formal shirt, then you will need to take a tape measure and measure around the fullest part of your neck taking into account your Adam’s Apple. We then recommend you place two fingers between your neck and measuring tape to give an allowance for comfort when the shirt is fastened (we don’t want you struggling to do the collar up!)..

How do I measure my sleeve length?

There is an art to this! Take one of your best fitting shirts and lay it out flat facing away from you. Measure from the middle of the back of the collar to the point of the shoulder and make a note of this length. Next, measure from the point of the shoulder, down the sleeve, to the end of the cuff (with the cuff folded back if it is a double cuffed shirt). These two measurements added together will give you your sleeve length.

The video below should show you what we mean, though please feel free to give us a call if needed.

WHAT DIFFERENT SHIRT OPTIONS DO YOU OFFER?

Shirt Information – fits, styles, cuffs, fabrics and weaves

Here at Charles Tyrwhitt we feel that one size definitely does not fit all. We are very happy to be able to offer a range of collar and cuff styles, as well as three formal shirt fits in any number of fabric weaves.

Not sure which fit is right for you? We have that covered! Please click here for a more detailed explanation on the three fits we offer.

If you’re looking for our sizing guide, this can be found on the tab at the bottom of our wesbite or by clicking here.

We also have a handy guide on our different weaves, collar styles and cuffs that you may find useful. Simply click on the images below to explore the options we offer.

DO YOU OFFER A TAILORING/ALTERATION SERVICE?

Yes, we do. We understand that no person is the same and everyone requires slightly different sizes or finishing touches to their products. Whilst we are not a bespoke clothing company, we do have a team of skilled seamstresses who can perform a number of alterations on our products for you, to make them perfect for you.

WHY IS THE PRODUCT I WANT NOT AVAILABLE?

In an ideal world we would have every item in all styles and all sizes available throughout a season. In reality, sometimes certain products take us by surprise and sell really well while others which we thought would be popular get left behind. If this does occur, please get in touch with us straightaway and we will be more than happy to recommend alternatives for you.

HOW SHOULD I CARE FOR MY SHIRT?

Home Products & Stock How should I care for my shirt?

Washing Shirts

First of all, please take out the brass collar stiffeners! They can stain the shirt and cause havoc in your washing machine filter. Check the care label of the shirt as this will give you the right instructions for the fabric you are dealing with.

Unless otherwise instructed on the label we recommend washing at 40’C with a light spin to retain some dampness.

Drying Shirts

We don’t recommend tumble drying unless your shirt is Non-Iron (as a light tumble dry on low heat actually helps the Non-Iron properties). All other shirts should not be tumble dried, as they are made from 100% cotton and the cotton mills advise against this. Remove your shirt from the machine whilst still damp and hang it to dry. The majority of creases should drop out (thank you gravity!), leaving you less work when it comes to ironing.

Ironing Shirts

Follow these easy steps for the perfectly presented formal shirt.

Rule Number One (and half the battle):

Always iron shirts while they are still damp (using a steam iron if possible).

It is best to start with the collar:

• Remove the collar stiffeners if you forgot to take them out before washing
• With the shirt still damp, pull the collar taut to prevent the tips from curling
• Start with the underside of the collar and iron from the outside edge to the centre
• Repeat this on the opposite side
• Fold the collar along the neckband seam and iron, creating a definite fold

Next iron the cuffs:

• Begin on the inside of the cuff, ironing from the outside edge to the centre
• Turn over and repeat on the outside of the cuff
• For double cuffs (for cufflinks), fold the cuff in half, line up the cufflink holes and iron a crisp crease along the fold

Next iron the yoke (the bit that runs along the shoulders):

• With one half of the yoke pulled taut on the ironing board, iron from the sleeve away from the centre
• Repeat on the other side

Next iron the sleeves:

• Carefully spread one sleeve on the ironing board, smoothing out any creases (the cuff opening should be uppermost)
• Starting at the top of the sleeve, iron from the bottom seam towards the top, making a definite crease along the top seam
• As you get down to the cuff, carefully iron between the folds of material
• Repeat this process on the other side of the sleeve

Next, iron the back of the shirt:

• Iron in sections, smoothing the fabric across the ironing board
• Work from the yoke down

Finally, iron the front of the shirt:

• Place the shirt so that the tip of the ironing board fits into the top of the armhole and iron the seam
• Repeat on the other side
• Then iron the rest of the front of the shirtfront in sections, smoothing the fabric across the ironing board.
• Be sure to iron between each of the buttons

Do you recommend starch?

Charles Tyrwhitt does not directly recommend the use of starch or products designed to assist the ironing process. There are advantages and disadvantages to using such products, and our various fabrics (and even colours) respond differently depending on the product used. Any such products are therefore used at the customer’s discretion. If you have any doubts or concerns about the use of a particular product then please either call us or use the Email Us tab above.

CAN I BUY SPARE COLLAR STIFFENERS?

Can I buy spare collar stiffeners?

Certainly, we will be delighted to supply you with these as they help with keeping your shirts as smart as possible. All our formal shirts come with complimentary brass collar stiffeners. If you lose them or simply want a spare pair you can purchase them from us. Our collar stiffeners are sold in sets of three pairs (six stiffeners).

If you are looking for something extra special we also sell sterling silver collar stiffeners, for that extra level of occasion.

MULTIBUYS

Our Multibuy prices are available to you, when you purchase the minimum number of items applicable to that particular offer. You can now mix and match within product ranges (Formal, Casual and Luxury Shirts) though not across different products (Ties, Shirts, Chinos).

When selecting your chosen items, please look out for the roundels on the product picture which contains specific pricing information. Our system will automatically recognise any existing multibuy offer and apply it to your basket.

*Please read our terms and conditions carefully, if you would like to add a temporary offer code/voucher code our Multibuys may become invalid.

VISITING AND CONTACTING OUR STORES

Sadly, we do not yet have any stores in Australia but we would love for you to come and visit one of our 24 stores around the world (based across the United Kingdom, USA and Paris). The store teams are always excited to meet our customers and provide them with an exceptional level of personal service.

Some products may be available in selected shops only so please phone ahead to your chosen store directly to check availability before you make a special journey.

HOW DO I RETURN SOMETHING FOR AN EXCHANGE OR REFUND?

Find A Store here

Our fantastic 6-month quality guarantee means you are able to return or exchange part (or all) of your order. We will always endeavour to honour any offer pricing you may have received.* We have teamed up with ReBOUND to offer easy returns – you don’t even need to tell us you’re returning! Just follow the simple instructions below and we’ll put things in order straight away.

WHAT IS YOUR GUARANTEE/RETURNS POLICY?

The 6 Month Quality Guarantee

We want you to love our products as much as we do, and believe our quality is second to none. We’re so confident of this, we offer a six-month quality guarantee – that even applies to items purchased during the sale. As long as you have proof of purchase (receipt, confirmation email or order no. will all do), then we will replace the item or give you a full refund to the original payment method used if the product is not up to scratch.

If you’d like more information on how to return a product, please take a look at our Returns information page. If offline suits you better, then please see the details which are included within the delivery package itself. Exchanges are always free of charge. If you return an item we will deduct $7.95 from your return credit to cover return shipping costs (tax may be applicable).

We do keep an eye on returns within this timeframe. If customers are found to be abusing the generosity of our six month returns guarantee, we reserve the right to refuse further returns from them.

The only exceptions to our six month guarantee are :

• For purchases made from one of our retail stores, products with alterations cannot be returned or refunded.
• For purchases made online, goods altered by us can be returned; we will refund the product fee, but not the charge for alteration.
• Monogrammed products cannot be returned or refunded.
• Facemasks cannot be returned for Hygiene reasons

This does not affect your Statutory Rights.

WHEN WILL I RECEIVE MY REFUND/EXCHANGE?

Whether you have sent your parcel back using the label that came in your box or via ParcelPoint, please be aware it can take up to 15 business days for us to receive your parcel, plus 48 hours to process your request. We will notify you by email when we have, so please ensure we have a valid email address for you when you place your order initially

Refunds generally take 3 – 5 business days to appear on your account from time of processing and will be sent to the original payment method used. Exchanges will be subject to our standard delivery timeframes outlined here

*Please note that if you do not include any information in your parcel we will automatically issue you an E-Voucher. You will need to contact us if you would like this refunded.

CAN I DROP MY RETURN AT YOUR RETURNS CENTRE?

Simply put, no. (Sorry!). The Australian Returns Centre is not a Charles Tyrwhitt office, simply a parcel-forwarding facility. All parcels sent here via Australia Post for us are grouped together and then forwarded on to our UK Warehouse for processing.

This address will only accept parcels by post, not in person.

For more information on our returns process for Australian customers, please visit ‘How do I return something for an exchange or refund?’

WHAT IF THE ITEM IS FAULTY?

We are truly sorry if this is the case, because this means our stringent Quality Checking processes have failed. We will need to investigate this immediately so please get in touch with us directly.

Provided the item is still within our generous six month guarantee period, we will have a replacement checked and sent out to you as quickly as possible. Of course, if you prefer, we will issue a full refund. Additionally, you will receive our sincere apologies and our assurance that there will be a great deal of soul searching at our end as to how we could have got it wrong!

If you have had the product for more than six months and feel that it has developed a fault that you would not normally expect, please get in touch with us before you send it back and we will do our best to resolve the problem.

You can always email us by clicking on the ‘Email Us’ link above.

WHAT PAYMENT METHODS DO YOU ACCEPT?

Online Orders:

We accept the majority of debit/credit cards as well as PayPal for payments online.The card types we currently accept are Switch, Visa, Delta, Maestro, Mastercard and Amex. We unfortunately do not accept Diners Club, Discover or Solo cards.

Telephone Orders:

We are only able to accept debit/credit cards for payments by telephone. The card types we currently accept are Switch, Visa, Delta, Maestro, Mastercard and Amex. We unfortunately do not accept Diners Club, Discover or Solo cards.

WHAT CURRENCY DO YOU ACCEPT?

We are happy to accept payment in Pounds Sterling (£), Euro (€), US Dollars($) and Australian Dollars($). These are website specific, so please use the links below to ensure you are paying in the correct currency for you:

Pounds Sterling (£) – http://www.ctshirts.com/uk

EURO (€) – http://www.ctshirts.com/de

US Dollars ($) – http://www.ctshirts.com/us

AUS Dollars ($) – http://www.ctshirts.com/au

Please be aware that if you choose to place an order in a currency other than your home currency, you may be subject to a transaction fee from your card issuer. Our Help page ‘Will I be charged a transaction fee?’ has more information on this.

We regret that this charge is beyond our control and we cannot offer a refund for this.

WHEN WILL MY CARD BE CHARGED?

When you place your order with us, we request a pre-authorisation from your bank for the order total. This amount is reserved for us in your account, but your card is not physically charged and the funds transferred to us, until your order leaves the Warehouse.

If any items are delayed your card will be charged for each item when it leaves the warehouse. You will only pay one postage charge regardless of how many parcels the order is sent in or how many deliveries take place to complete your order. Click Here to see our delivery timescales and charges.

WILL I BE CHARGED A TRANSACTION FEE?

Any credit/debit card issuer may choose to charge customers a transaction fee for purchases made in a currency that is not their own.

In some exceptional cases, a card provider may deduct a fee for international purchases made outside of the customer’s country or residence, whether in a foreign currency or not. This is rare and we would urge customers to use an alternative card on future purchases. In particular, we know of Citibank levying these fees to their customers.

We regret that this charge is beyond our control and we cannot offer refunds for these transaction fees. Please check the Terms and Conditions of your credit card issuer for more details.

YOUR SITE SAFE AND SECURE?

Charles Tyrwhitt offers online payments supplied by Ingenico ePayments. All information exchanged to process the payment is encrypted using SSL protocol, our SSL certification is supplied by DigiCert. This data cannot be detected, intercepted or used by third parties and is not kept on your computer systems either. If you would like further information about Ingenico ePayments, please visit the official Ingenico website.

What are SSL Certificates? SSL Certificates, sometimes called digital certificates, are used to establish a secure encrypted connection between a browser (user’s computer) and a server (website). The SSL connection protects sensitive data, such as credit card information, exchanged during each visit (session).

We operate stringent validation checks on all credit cards used on our website, and while this may occasionally delay the progress of your order we feel this is a worthwhile delay to ensure the security of your credit card on our site.

If you want to check if you are on a secure page within the website (e.g. during the payment process), you can look for the lock symbol in the following places;

• bottom right hand corner of the screen (Internet Explorer)
• next to or within the address/search bar (Chrome, Safari & Firefox)

Additionally, the URL at the top of the webpage will change from ‘http’ to ‘https’.

WILL YOU PASS MY DETAILS ON TO OTHER COMPANIES?

We will ask you whether or not you want to receive mailings from us, and if you would like us to give your name and address only to other companies who offer products/services we feel may interest you. If you do not want to receive these, then you can simply decline this when you are creating or updating your account information online.

If you have any questions regarding the information we hold in your name, please email us by clicking on the ‘Email Us’ link above.

WHAT PERSONAL INFORMATION DO YOU NEED AND WHY?

When you create a Charles Tyrwhitt online account via the website, you need to provide a valid email address and a password. This means you can access your account in future to place orders, so that your order history will be visible to you online.

When you make a purchase with us, your address and payment details will be required in order for the order to be completed. We retain your contact information, but any card details you enter are not held on your online account.

A great feature of our online system is that you can provide us with your sizing preferences. This means we can tailor your online shopping to you, setting your sizing information as the default on every page you visit.

We may also use this information to send you specific promotions related to your requirements. If you wish to opt out of our promotions, you can do so at any time. To see how, please visit our ‘Can you take me off your catalogue mailing list?’ or ‘How do I unsubscribe from your email list?’ help pages.