How can we help?
- Order Issues
- Delivery & Returns
- Payment & Refunds
- Promo Codes & Gift Vouchers
- Products & Stock
- Personal Styling
- Contact Us
What happens if there is an item missing from my order?
Although very rare, sometimes mistakes can happen. If you are missing an item, please let us know and we will investigate this for you.
What if one of the items I ordered is faulty?
If you receive a faulty item, please let us know and we will happily get this replaced for you (subject to availability). We will also advise you how to return the faulty item.
Can I amend/cancel my order once it's placed?
Whilst we make every attempt to cancel an order if requested, this isn't always possible as we try to dispatch parcels as quickly as we can. If we are unable to cancel the order, this can be refused or returned for a full refund within 28 days.
What if there is the wrong size/item in my order?
If you have received an incorrect item or size we will happily send you the correct item (subject to availability). Just get in touch and we will arrange this for you, we will also let you know how you can return the incorrect item.
Can I refund my order if the price has changed after I've ordered it?
We do not refund any orders that have changed in price after the transaction has been made.
Can I cancel my order?
If you want to cancel your order for whatever reason, please use our Contact form. Your legal right to cancel a contract with us starts from the date the order is placed. If the products have already been delivered to you, you must within 14 working days from the day after you receive your goods give your written cancellation.The product itself must return within 28 days of you receiving it.
How long does UK standard delivery take?
Standard delivery in the UK takes between 3-5 working days.
What if my order hasn't been delivered?
Whilst we make every attempt to deliver parcels within the expected delivery timescale, slight delays do happen. Please allow up to an additional 48 hours to arrive, if this timescale is exceeded, please let us know so we can investigate further.
Where can I find all delivery information?
You can find all delivery information in our delivery and returns section.
How does UK next day delivery work?
The next day courier we use in the UK is DPD. Should you order before 5pm, you will be eligible for next day delivery, order post 5pm and you'll receive you parcel the day after the next. This excludes Sundays and Mondays (the guys at DPD have got to rest as well), and Next Day is not available for the following places: Aberdeen, Northern Highlands, Glasgow, Guernsey, Oben, Isle of Man, Arran, Orkney, Shetland and Cornwall. We're sorry about this.
There is also the option of nominated day delivery if you're worried about missing your parcel. Choose a specific date for when you want your parcel to be delivered, you can choose from the seven days in advance the day after you're delivery is made (so if you order on Monday, you can then choose a date from the Wednesday).
What CollectPlus and how do I use it?
Click and collect is a pretty convenient way to return parcels via shops, petrol stations, universities… you know, those kind of places. To collect, simply choose CollectPlus as your delivery option and you'll be emailed a collection barcode when your item arrives along with your selected location.
To return, simply visit here to find the CollectPlus store that's most local to you and to purchase your returns label for free, then drop off at your designated store. Please see here for further information on CollectPlus.
Can I track my order?
Yes, you can track your order. Simply log into your account, either through the site or through the link on the dispatch email we send you.
What if I'm not in when my order comes?
If you're not in when delivery is attempted, our couriers will attempt delivery with a neighbour, or they will leave you a calling card detailing how you can rearrange delivery for another time.
Can I return more than one item in the same bag?
Yes, you can return more than one item in the same bag. Once you've completed your returns form with your order, place it in the bag you're sending back with all the items you've stated you're returning on the form.
What is the returns policy for items sent to the UK?
You must return your item(s) within 28 days of its order date. We can only accept goods in their original packaging and with the original tags still on the item. You will find on your The Idle Man account a choice to return and then you will need to select from return information options for us to categorise the process. Our decision will always be final with regard to the condition of products that we have reasonable grounds to believe have been worn. Any refund you receive will be to the debit, credit card or Paypal account you used to pay for the Product. Please see here for further information.
How do I exchange an item?
Please note that we are unable to offer exchanges. Please post your item back to us for a full refund and place another order online if you would like to exchange your goods.
How do I know you've received my returned items?
As soon as your return is scanned into our warehouse, your refund will be processed and you will receive an automated email to confirm this. The whole process can take up to 2 weeks.
How do I get a returns note?
Log into your account and select the order number containing the items you want to return. Then, click the return link and select items to return. If an item is faulty, please upload an image of the fault.
I've been overcharged for my order, what do I do?
Please let us know as soon as possible so we can look into this for you.
What's your online security policy?
You can shop in confidence with the Idle Man, our website is secured by Comodo Secure and uses SSL for secure transactions.
How can I pay for my order?
You can use the following payment methods with us at The Idle Man:
- American Express
Will I be charged import and custom charges if I'm buying overseas?
You may be charged duty and taxes on receipt of the goods, depending on the value of the items. Please contact your local customs office for an estimate of the charge.
When will my account be charged for my order?
Your account will be debited upon placement of your order.
Can I use PayPal for my order?
Yes, PayPal is an accepted payment method.
Can I get a refund if the price changes?
Unfortunately, we do not offer a price match service.
Are my payment details safe?
Do prices include VAT if I live outside the EU?
All prices advertised on our website are inclusive of VAT. Unfortunately we are not able to refund equivalent tax amount to non-EU customers.
Do you refund delivery charges if I return something?
If you return your entire order your delivery charge will be refunded. If it is a partial return, delivery will not be refunded.
What should I do if my refund is incorrect?
Please let us know as soon as you realise this is incorrect, so we can look into this further for you.
Do you offer a student code?
Yes, please see our Students section.
How do I pay for my order with my promo code?
When you got to checkout, simply enter it into the 'promo codes' bar and click apply.
Can I return my items if I've used my promo code?
Yes, you can still return items that have been bought using a promo code.
Is my promo code valid on sale items?
Promotional codes will work on full price items, however, some promotional codes may vary on discounted products.
What else is exempt from promo codes?
We keep our word regarding all discount codes we offer on our shop to all our customers, however we want to let our customers know that there are a few things that are products exempt from discount codes. The items that are not valid to codes are our gift cards, bikes and sale items. Other than that, we welcome you to use your discount however you choose.
How do I use a gift voucher to pay for my order?
You should receive a physical gift voucher stating your gifted amount and discount code. When you go to checkout, simply enter the code in the 'promo codes' bar and click verify.
How can I purchase The Idle Man gift card?
You can purchase a gift voucher from The Idle Man, simply got to the gifts & lifestyle category on the site.
Can I return items I've bought with a gift voucher?
We're afraid to say gift vouchers are non-refundable.
Do you offer electronic vouchers?
We do not offer electronic vouchers, after purchase you will be sent a physical voucher which has a code for your gifted amount that you then use online.
Can I cancel or return a gift voucher?
Once purchased, gift vouchers cannot be refunded, cancelled or returned.
Can I place offer currencies on a gift voucher?
All Gift Vouchers are in GBP
What if I haven't received my gift voucher?
Please let us know so we can investigate further for you.
I've lost my gift voucher; can I replace it?
If you have lost your gift card, unfortunately we are unable to replace this.
Do you give student discounts?
Yes, we give a student discount to all registered students.
How do I get it?
Simply register with Student Beans to verify your student status, it's completely free and you can do it immediately. Just follow the link here.
How much is the discount?
The student discount is 20% off all full priced items.
Can I return items if I've used the student discount?
Yes, you can still return items that have been purchased with a student discount.
When do I use the student discount?
You use the student discount when you go to the checkout, in the promotions box.
Is it valid on sale items?
Unfortunately, the student discount is not valid on sale items, only full price.
Will an item be back in stock?
Our goal is to introduce you to new trends and products, we tend to focus on doing that more, and so once the product is gone we move on to the next one.
Not everything on our site can or will be re-stocked. But if you've missed out on one of our really popular items – especially from The Idle Man range – keep your eyes open and check regularly, we could be back in stock as long as we’re still in the relevant season.
If you’ve signed up to our email newsletter, you will receive regular updates, with in demand back in stock items being one matter we inform you about.
How do I use the service?
All you need to do is sign up and answer some quick style questions. Then we'll take your card details and charge £1 to authorise your account. Then one of our stylists will give you a call and we'll go from there.
Who chooses my items?
One of our personal stylists will give you a call to confirm what your style preferences and reservations. Then they'll pick out items from the site according to those, within your specified budget, and send them to you.
When will I receive my order?
You'll then receive your order within 3-5 working days.
If I don't like anything in my order can I return them?
Yes, you can return whatever you want for free. Just make sure it's within 6 days so we don't charge you.
When will I be charged for my items?
We will hold the funds your items amount to when you receive them. We will not charge them however until you have decided you what you want to keep, and will refund you for anything you send back within the 6 day returns timeframe.
What if I'm charged and I don't want them?
If you return them within the 6 day returns window, we will refund you.
What if I'm sent the wrong size?
If you're sent the wrong size the please return to us, and we'll send you the right size.
Will my personal information be shared?
No your personal information and preferences will not be shared with any third parties.
Couldn't find the answer to your question on our FAQs?
Or write to us: The Idle Man, Unit 102W, Universal House, 88–94 Wentworth Street, London, E1 7SA.