FAQs

Frequently Asked Questions

HOW DO I MAKE A PURCHASE ONLINE?

Shopping online at Amanda Wakeley is easy:

  • Use the CLOTHING or ACCESSORIES links in the right hand menu.
  • Pick an item you love, choose your size and click on the 'ADD TO SHOPPING BAG' button on the product page.
  • Review the items in your shopping bag by clicking the 'SHOPPING BAG' link at the top of the page.
  • Click on 'PROCEED TO PURCHASE' to complete your order.
CAN I ORDER BY TELEPHONE?

We would be more than happy to take your order over the phone.
Please call our Customer Care team on +44 (0)2033846670.

I’VE FORGOTTEN MY PASSWORD – WHAT SHALL I DO?

Please click the ‘Forgot Your Password?’ link when you sign in. This will email a new password to your email address.

HOW DO I CHANGE MY PERSONAL DETAILS?

Please log in to your account. Here you'll be able to change or save your details and preferences

BY REGISTERING DO I AUTOMATICALLY RECEIVE MARKETING EMAILS FROM YOU?

No, by registering for an account with us you are not opting in to receive marketing emails from Amanda Wakeley. You can however sign up to receive updates on new collections and events in 'Your Account'. You can unsubscribe at any time.

CAN YOU TAKE ME OFF YOUR MAILING LIST?

Please click the unsubscribe link at the bottom of one of our newsletters to be removed from the mailing list.

Alternatively, if you have an account with us you can manage your newsletter preferences on the 'My Account' section if the site.

HOW DO I FIND A SPECIFIC ITEM?

You can search for a specific item in the website by using the search bar found in the menu. 
Searching for something special? You can also shop by occasion, product type or mood using the same menu. If you're having trouble or would like some advice feel free to give us a call on +44 (0)20 3384 6670.

I’VE SEEN SOMETHING IN STORE BUT NOT ONLINE, HOW CAN I FIND IT?

We try to stock everything online that we hold in our stores. However, if there’s something you can’t find, please email [email protected] and we’ll try to make it available for you.



WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit and debit cards. We also accept PayPal.

CAN I AMEND MY ORDER?

Once you’ve placed an order online, you can’t amend it yourself.
Please call customer care on +44 (0)2033846670 or email us on [email protected] and we’ll cancel any unwanted items or place a new order for a replacement item (at no additional cost).

WHERE'S MY ORDER CONFIRMATION?

Please check your spam or junk folder. Failing that, please contact us on +44 (0)2033846670 or email us on [email protected] and we’ll look into it for you right away.

WHAT SIZE SHOULD I ORDER?

We recommend purchasing your regular UK size.  Please refer to our Size Guide for an overview of our size measurements.

Sometimes, you may find there are small variations in fit. Please check each item’s individual Size & Fit information for further details.

HOW DO I USE MY PROMO CODE?

Simply enter the code into the Discount Code box on the ‘BASKET’ or 'CHECKOUT' pages.

MY SIZE ISN'T AVAILABLE, WHAT SHOULD I DO?

Please contact us on +44 (0)2033846670 or email us on [email protected] with the product name, colour and size that you’re looking for. We’ll do our best to locate it for you elsewhere in our business.

WHAT ARE MY DELIVERY OPTIONS?

No matter where in the world you are, we'll ship your order to you free of charge. We offer one standard service via DHL as well as express delivery within the UK.
UK orders are sent via DHL and usually take around 2-3 working days to arrive. European & international orders are sent via DHL and usually take 3-5 working days to arrive.

During busy periods, such as sale, these timings may take longer than usual.

WHAT COUNTRIES DO YOU SHIP TO?

We ship to all countries worldwide via DHL. All orders tonon EU countries will be shipped on a DDP (Delivery Duties Paid) basis. This means that any duties and taxes incurred in the country of destination are paid for by Amanda Wakeley.

Product prices displayed are inclusive of all taxes and duties.

CAN I TRACK MY PARCEL?

To track the progress of your parcel please contact customer care on +44 (0)2033846670 or email us on [email protected]

If you have a tracking number in your dispatch confirmation you can follow the progress of your order online at DHL.com.

DO I NEED TO SIGN FOR MY ORDER?

Yes, you do need to sign for your order. If the courier attempts delivery and you’re not available, they will leave a calling card informing you how to rearrange your delivery.

DO YOU DELIVER AT THE WEEKEND?

Not at the moment, unfortunately. Sorry!

 
AN ITEM IS MISSING FROM MY ORDER. WHAT CAN I DO?

Sometimes we split the shipments so you receive the majority of your order as soon as possible. We don’t charge for multiple shipments. If there is an item listed on the packing slip enclosed with your order that has not arrived, please contact customer care on +44 (0)2033846670 or email us on [email protected]

HOW MUCH DUTY AND TAX DO I NEED TO PAY?

For international orders we deduct the tax amount from each product in the order. We send all parcels with duties paid but any additional taxes or charges must be paid by the receiver.

DOES THE PRICE INCLUDE VAT?

Prices online are inclusive of VAT. If you’re ordering from outside of the UK and EU the VAT will disappear at the checkout.

HOW DO I RETURN AN ITEM FROM MY ORDER?

PLEASE NOTE THAT RETURNS ARE FREE OF CHARGE ON FULL PRICE ITEMS AND IN THE UK ONLY. IF YOU WISH TO RETURN SALE AND LOFT ITEMS, YOU WILL BE CHARGED 6.50 GBP (UK ONLY) 

If you’re not completely satisfied with an item(s) on your order you can return to us within 14 days of purchase. Items must be received unworn with all original tags attached.

To return your items in the UK please contact our Customer Care team on [email protected] who will provide you with a returns label. You can then book a collection with DHL or drop off your parcel at your local service point.

If you are returning an item from outside of the UK please use your local postal service. We ask that you handle local postal charges. We always recommend keeping a proof of postage receipt to avoid any delays to your refund.

For more information about returns, please click here. 

CAN I EXCHANGE MY ITEM FOR A DIFFERENT SIZE OR STYLE?

Unfortunately, we do not offer an exchange service at the moment.

 
DO YOU OFFER RETURNS TO STORE?

We do offer a return drop off service at our London stores however the refund will be processed by our online team and may take 3- 5 working days.

WHEN WILL I RECEIVE MY REFUND?

We will process your refund as soon as we’ve received your items. Please be aware that it can take up 5-10 working days for the funds to clear with your bank. Payments made using American Express can take up to 15 working days.