Postage FAQ (Updated 11/6/24)

Please be aware we are a small, family run business. Any orders made over the weekend or on UK bank holidays will be sent out the next working day.  

How do I make a return?

We accept returns worldwide. We do not process exchanges, please return your item(s) for a refund and make a new order.    

We do not accept returns of boxers or sanitary items. 

We do not cover the cost of postage to return your item. Please post your return using any method to the address below.

You do not need to email us to let us know. 

PLEASE REMEMBER TO INCLUDE A WRITTEN NOTE OF YOUR NAME + ORDER NUMBER SO THAT WE CAN VERIFY YOUR REQUEST. TAKE A PHOTO OF THE RECEIPT INCASE THE ITEM IS LOST IN TRANSIT. 

 

4 Argosy Court,

Scimitar Way,

Coventry,

United Kingdom,

CV3 4GA

 

We have a returns window of 21 days from when you have received your order, after which you will not be able to return it. 

RETURNS WITH SIGNS OF WEAR WILL BE CHARGED A LAUNDRY FEE OF £5 - SUCH AS STAINS/SMELLS

 

Who delivers your post?

In the UK, Royal Mail is the postal service we use to deliver all of our orders. Once it leaves the UK it will be passed to the local carrier in your country eg. USPS

I live in the EU and I received a customs fee, can you help with this?

We handle the VAT for orders under €150 within the EU. If your order is over this amount you may be required to pay a customs fee, handling fee and VAT by customs to receive the item.

Each country determines their own import rules. Depending on the country you live in you may be required to pay a handling fee or similar charge.

Certain EU countries have not included themselves in the customs agreement as of yet. These include: Switzerland, Norway, Iceland, Mount Athos, the Canary Islands, Faroe Islands, the Aland Islands, Greenland, The Channel islands, Campione d'italia, Lake Lugano, The island of heligoland, the territory of Busingen, Ceuta, Melila, Livigno, Antilles, San-Marino, Gibraltar, Andorra, Vatican City and the French territories of Guadeloupe, French Guiana, Martinique, Reunion, Saint-Barthelemy, Saint-Martin, Mayotte. 

This means any customer ordering from these countries may have to pay VAT and a handling fee. Please bear this in mind before ordering.  

If you have made an order for less than €150 and believe you have been incorrectly charged a customs fee, please contact us by email (info@spectrumoutfitters.co.uk) before paying this fee.  

When are orders dispatched?

Our office opening hours are 9am – 4pm. We aim to send all orders within 24 hours, unless it is a weekend or bank holiday.

If you place your order on Friday afternoon, it will be dispatched the following Monday morning.

I need to change my address / items / e-mail address / phone number…

 

Please let us know as soon as possible at info@spectrumoutfitters.co.uk. the sooner you can notify us, the more likely it is that we can make a change for you.

Please clearly state:

  • Your name
  • SP number
  • E-mail address used
  • What you would like us to update for you

 

My order is marked as delivered but I didn't receive it

We regret this has happened, but please be aware this is an issue that has occurred with the delivery and not something we have any influence over. However, we may be able to arrange a solution for you. Please contact us at info@spectrumoutfitters.co.uk

Why has my package been returned to sender?

If the postal carrier has failed to deliver your order, due to an incorrect address or issue at customs, it will be returned to us. We will provide you with a full refund for this so that you can reorder with the correct information.

Will anyone be able to see whats in my order?

We pride ourselves on our commitment to our customers’ privacy for both our products and our service, and we endeavour to make these as discreet as possible. This includes showing up as SPJONES on bank statements so if you do see this, please don’t be alarmed!  

 

We do not have our brand name or logo on our shipping labels or packaging. Your order will come in a plain recycled cardboard package. 

 

International orders require a customs label with an item description, to ensure your privacy and safety we have simplified these. 

Binder = Vest

Packer = Foam

Boxers = Shorts 

I ordered a printed item but it wasn't included in my order

Our tees, hoodies, bags etc are produced by a third-party company which allows us to offer the products in a more eco-conscious way. These orders are expected to be posted within 7-14 days from ordering and are not handled by us at all, so any other items you have ordered from will probably arrive first. If after 16 days-time your tee has still not arrived, please contact us at info@spectrumoutfitters.co.uk and we can look at a solution.

I have an item missing from my order / I received the wrong item

We sincerely regret this happens sometimes. Please contact us as soon as possible at info@spectrumoutfitters.co.uk 

Let us know your order number, and what is missing/incorrect.

I'm an international customer and my order hasn't arrived yet

International orders usually arrive within 2 weeks. All customers may check their Tracking to monitor their package’s journey, and this may provide an insight into what stage of processing your order is currently at on its journey to you. Please be aware we ask all International customers, regardless of location, to allow a month for their order to arrive.