Help / FAQ's
Whatever you need to know, we hope we have the answers here. Just click on the relevant question below.
- 1. Can I cancel my order?
- 2. Can I change my order?
- 3. Can I get my order delivered to a different address?
- 4. Do I have to pay import and customs charges?
- 5. Do I need to register?
- 6. Do you accept returns?
- 7. Do you deliver outside the UK?
- 8. Do you have any vacancies at your head office?
- 9. Do you have any vacancies at your stores?
- 10. Do you take placement/work experience students?
- 11. Has my order been shipped yet?
- 12. How can I contact you?
- 13. How can I find out what size I am?
- 14. How can I pay for my order?
- 15. How do I buy something online?
- 16. How do I change my personal details?
- 17. How do I return something?
- 18. How much will shipping cost?
- 19. How will you use my personal information?
- 20. What currencies can I use?
- 21. What do the washing symbols mean?
- 22. What if I’ve lost the Returns Form or Address label?
- 23. What if the refund is not the amount I expected?
- 24. What should I do if an item is faulty?
- 25. What should I do if I’ve forgotten my password?
- 26. What should I do if I’ve received the wrong item?
- 27. What should I do if my order is not complete?
- 28. When will I be charged?
- 29. When will I receive my refund?
- 30. When will I receive my replacement?
- 31. Which delivery companies do you use?
- 32. Why have you not refunded the delivery charge?
1. Can I cancel my order?
If your order is still being processed at our warehouse, you can contact us and cancel by phone. If your order has left our warehouse you can cancel the order by letter delivered in person, or by post, by fax or by email within seven (7) working days after the day on which you receive your order. We will send you a full refund within 30 days of cancellation, together with our delivery costs (excluding additional services for example express delivery services).
2. Can I change my order?
We will change your order if you contact us by letter delivered in person or by post, by fax or by email within seven (7) working days after the day on which you receive your order.
3. Can I get my order delivered to a different address?
Yes, we can deliver your Peter Werth order to any address saved in our system. To add an address just login to your account and select “update the addresses we have on file” and click “add a new address”.
We will also ask you to specify your delivery address at the checkout.For more details on our delivery and returns policy click here.
4. Do I have to pay import and customs charges?
If you live outside the UK or European Union you may need to pay customs or import duties on your order once it reaches you. These charges are out of our control so we have no way of predicting what they may be and cannot be held responsible for them. We recommend that you check with your local customs authority. For more details on international delivery click here.
5. Do I need to register?
Yes, you must register for an account to make a purchase at the Peter Werth online store. This saves you time when you shop with us in future as we keep your shipping details. It also means you can track your orders online. And you get to receive exclusive offers, discounts and news.
You can register now, or you can start shopping and register for an account when you check out.
6. Do you accept returns?
Yes, provided the item(s) being returned are in their original condition. Please read our Returns Policy for more information.
7. Do you deliver outside the UK?
Yes. We deliver to most countries. Please see Delivery & Returns for full details. The countries we do not deliver to are Thailand, Nigeria, Malaysia, Pakistan and Ghana.
8. Do you have any vacancies at your head office?
If we have any head office vacancies they will be listed in the Careers section. To apply, just complete an Online Form or email careers@peterwerth.co.uk and attach your CV.
9. Do you have any vacancies at your stores?
If we have any store vacancies they will be listed in our Careers section. To apply, just complete an Online Form or email storevacancies@peterwerth.co.uk and attach your CV.
10. Do you take placement/work experience students?
Every year we offer a limited number of work placements to passionate fashion students. All placement vacancies will be listed on our Careers section. To apply, just complete an Online Form or email workplacements@peterwerth.co.uk and attach your CV.
11. Has my order been shipped yet?
We will email you when your order is dispatched (that means shipped). If you haven’t seen an email you can always check the status of your order online. Just login to My Account and click on the ‘view past and present orders’ button.
For more information please see Delivery & Returns.
12. How can I contact you?
You can contact our Customer Services Team by phone, email or in writing. They are available from 9am to 5pm, Monday to Friday.
Phone: +44 (0) 20 8344 9611
Email: Use our Online Form
Address: Customer Service Department, Unit 2 Delta Park Industrial Estate, Millmarsh Lane, Enfield, Middlesex EN3 7QJ.
We aim to answer all correspondence within 24 hours of receipt. If you wish to write to one of our stores click here for details.
13. How can I find out what size I am?
Peter Werth has a unique sizing system. Please see the Size Guide to find your size.
14. How can I pay for my order?
We accept most major credit and debit cards including Visa, MasterCard, Switch and Solo, Maestro and Visa Electron. We do not accept American Express.
15. How do I buy something online?
- Browse the Peter Werth online store by brand, category or using the search box in the top left hand corner. Click on the image of the item to access the product page.
- ‘Add to basket’ by clicking on the button when you have selected size/colour.
- Review the item(s) you have chosen by clicking on on ‘View basket’. (Items in your basket can still be purchased by other customers.)
- Click on ‘Checkout’ when you are happy with your selection and want to pay.
- Register your account (or login if you have already registered) so that you can proceed to payment.
We will send you a confirmation email when we have received your payment. We will email you again when your order is shipped.
16. How do I change my personal details?
If you would like to change your name, email address, password or update the address we have on file, go to My Account and use the ‘Edit’ option.
17. How do I return something?
- Complete the Returns Form that was included with your order.
- Enclose the Returns Form with the item(s) you are returning.
- Address your parcel to us using the pre-printed address label on your Delivery Note.
- Send the parcel back to us. We recommend that you send the item recorded delivery to ensure that it reaches us within 14 days from the day you received your order.
- Please note that you will have to pay postage on returns.
Please see our Returns Policy for full details.
18. How much will shipping cost?
It depends on where you live and, if you live in the UK, how quickly you want your order delivered:
UK Standard Delivery 1-3 working days, £3.95
UK Next Day Delivery Next working day, £5.95
European Union 1-5 working days, £14.95
Rest of the world 3-8 working days, £24.95
Please see Delivery & Returns for full details.
19. How will you use my personal information?
At Peter Werth we understand how important it is to keep your data private and secure. For information on how we store and use your details, please see our Privacy Policy.
20. What currencies can I use?
All transactions for the Peter Werth online store are in British Pounds Sterling. If you are ordering from overseas, payment will be charged at your card issuer’s current exchange rate for GBP. We therefore recommend that you check the rate of exchange with your card issuer before you buy online.
21. What do the washing symbols mean?
To keep your Peter Werth clothes looking their best, we recommend you follow the care symbols on the garment label. For a full explanation of these symbols, please see our Garment Care Guide.
22. What if I’ve lost the Returns Form or Address label?
You can still make a return by sending us the item(s) and the relevant information. Full details are in our Returns Policy.
23. What if the refund is not the amount I expected?
If you feel we have refunded you the incorrect amount, call our Customer Services Team and have your Order Number, payment details and Delivery Note to hand.
24. What should I do if an item is faulty?
Please return the item to us following the instructions in our Returns Policy and we will refund the full order value.
25. What should I do if I’ve forgotten my password?
We will reset your password and send a new one to your email address. Click on My Account and follow the prompts. If you have any problems, please contact our Customer Services Team.
26. What should I do if I’ve received the wrong item?
If you have received something you did not order, please return it to us following the instruction in our Returns Policy. We will arrange for a refund or replacement.
27. What should I do if my order is not complete?
If there is a discrepancy between the items on your Delivery Note and the items in your package, please contact our Customer Services Team. They will need to know the Order Number and details of the items you are missing.
28. When will I be charged?
Once your debit/credit card payment is authorised, it will be taken from your account immediately. We will send you an email confirming the transaction. If payment is not authorised, we will contact you straightaway.
29. When will I receive my refund?
At Peter Werth we aim to process all returns within 48 hours of receipt. Please allow up to 30 working days for your refund to be credited to your account.
30. When will I receive my replacement?
We aim to get replacements to you within 5 working days of receipt of the return. Replacements are shipped using Standard Delivery. For more information please click here.
If a replacement is not available, we will arrange a refund.
31. Which delivery companies do you use?
We currently use Royal Mail and TNT for UK and overseas deliveries.
32. Why have you not refunded the delivery charge?
The original delivery charge you paid is non-refundable, unless the goods are faulty. Please see Delivery & Returns for more details.
If you can't find the answer to your questions here, please get in touch with our Customer Service Department using our online form.
