FAQs (App)

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Here's our most Frequently Asked Questions

Want to return your item(s) for a refund? We accept refund requests on orders/item(s) that are in their original condition within 14 days of the order arriving at your shipping address.

Want to return your item(s) for an exchange? We accept exchange requests on orders/item(s) that are in their original condition within 30 days of the order arriving at your shipping address.

In order to get started, all you need is the email address associated with your order and your order number to make a return with us.

Visit our returns portal here
Enter your email address and 6 digit order number.
Follow the steps and select whether you would like to return or exchange your selected products.
Once you have completed the returns process and paid for the return, you will be emailed a Royal Mail shipping label.
Please print out the returns shipping label and securely apply it to the outside of the box/bag. Please use this to cover the original shipping label if possible.
Place the items you are returning or exchanging into the box/bag and seal them up securely.
Take the parcel to your local Royal Mail drop-off point; you can find this by clicking here. Enter your postcode to find your nearest drop-off point.
Once your return has been received and your items have passed our inspection process, we will process your exchange, refund or store credit. You will receive a final update email when your refund or exchange is processed.

You will receive email updates throughout the process, from dropping off your return to the arrival at our warehouse. Once we have received your parcel, it can take up to 10 working days for this to be processed. From the moment your return has been processed it may take up to 10 working days for refunds to appear in your account. Please note that processing times can be longer during drop and holiday periods.

We do not accept any returns/exchanges on orders or item(s) that are sent back to us after the relevant returns period shown above. This may result in your order/item(s) getting sent back to your original shipping address.

Please be aware that any unregistered items in your return will not be processed. Returned orders are the customers responsibility until they reach us, so please ensure that parcels/packages are sealed and packed correctly to ensure they do not get damaged in transit.

All items are inspected upon return, to be eligible for a refund/exchange all items should be sent back to us in their original condition, unwashed and not damaged. Items that come with a tag attached cannot be returned if the tag has been removed (e.g. SDMN™ Hoodie Slate should be returned with the barcoded poly bag and the XIX Silver chain should be sent back with the branded SDMN cardboard box and its contents/packaging).

Want to return your item(s) for a refund? We accept refund requests on orders/item(s) that are in their original condition within 14 days of the order being fulfilled.

Want to return your item(s) for an exchange? We accept exchange requests on orders/item(s) that are in their original condition within 60 days of the order being fulfilled.

In order to get started, all you need is the email address associated with your order and your order number to make a return with us.

Visit our returns portal here
Enter your email address and 6 digit order number.
Follow the steps and select whether you would like to return or exchange your selected products.
Choose the ‘Mail’ shipping option and arrange delivery back to our warehouse with a local courier - Unit 5 Klinger Industrial Park, Edgington Way, Sidcup, DA14 5AF, United Kingdom.
Place the items you are returning or exchanging into the box/bag. Please ensure you include your original packing slip so we can identify the return, or leave a note with your original order number on/inside the parcel and seal it up securely.
Once your return has been received and your items have passed our inspection process, we will process your exchange, refund or store credit. You will receive a final update email when your refund or exchange is processed.

We do not cover the costs of returning/exchanging items, unless they are deemed faulty with proof of the fault/damage provided to us via our returns portal or email prior to the return. All returns should be paid for by the customer.

We aim to process returns and exchanges within 10 working days of having received the order/item(s), however, during busy periods this may take a little longer. Refunds may take up to 10 working days to appear in your account once they have been issued. If you have not been notified of your refund after 14 days of us receiving the return, please get in touch with us so we can investigate this further.

UK Orders: Our UK orders are shipped via DHL or Royal Mail Tracked 48. Tracking info will be sent to the mobile number/email address provided at checkout.

Worldwide Orders: Our worldwide orders are shipped via DHL Express Worldwide/DHL European Road and DPD European Road/DPD Air International. If you can, please enter both a contact number and email address at checkout. Tracking updates and delivery options will be sent to the contact information provided.

PLEASE NOTE: Couriers (such as DHL and DPD) cannot deliver to PO Box addresses. Please DO NOT use a PO Box as your delivery address as it may result in not only your order being undelivered, you may also incur a fee for it to be shipped out to you again.

Our estimated delivery timescales are as follows.

UK Orders:

UK Courier Delivery (DHL Standard) – 2-4 Working Days
UK Courier Delivery (DHL Express) – 1-2 Working Days
UK Mail Delivery (Royal Mail Tracked) – 3-5 Working Days

International Orders:

Worldwide Delivery (DHL Express) – 3-7 Working Days
European Delivery (DHL European Road) – 2-6 Working Days
European Delivery (DPD European Road) – 2-6 Working Days

Delivery timescales for your designated country will be provided to you at checkout, these can vary depending on your location. Delays with customs, imports and any other issues outside of our control are not included in these timescales. We aim to send out your products as fast as possible but during busy periods we may not be able to meet these timescales.

Customers should contact us via the 'Contact Us' page within 2 weeks of placing your order if you have not received your delivery within the above given time frames. Any orders placed after 12pm on Fridays will not be shipped until the following Monday (excluding Bank Holidays).

Shipping costs for your designated country will be provided to you at checkout, these can vary depending on your location. Customs/import fees are not included in the total of your order. These are billed from DHL/DPD once the parcel is in transit. See the subsection below for more information on customs/import fees.

Orders being sent internationally may incur customs charges/import fees for importing goods, these are NOT included in the shipping fee. Countries have varying regulations regarding imports, therefore we strongly advise that you research the import regulations in your region before placing an order. We cannot cover these import charges for you.

International Shipment Refusals: In the event of a shipment being refused at or before the point of delivery, we may have the shipment returned to us by DHL/DPD where you will receive a refund, minus the cost of having the item(s) shipped back to us (Return shipping charge). This will be the same as the shipping cost originally paid at the time of purchase. In some circumstances we may not be able to retrieve shipments that have been refused. These shipments may be abandoned and we will not be able to process a refund. We cannot be held accountable for non-compliance of payment of import duties or customs charges by the receiver.

The following payment methods are accepted on our website:

Mastercard
Visa
Maestro
American Express
Paypal
Apple Pay
Google Pay
Clearpay
Shop Pay
Discover
Diners Club

If you place an order and realise that you have ordered the wrong size item or made a mistake with the shipping address, please email us ASAP. We recommend reviewing all details before checkout and getting in contact with us to amend any mistakes/typos as we will not be liable for any orders which have been marked as delivered with incorrect addresses provided. Either use the customer contact form on this page or send an email to the support team at support@sidemenclothing.com and the team will do what they can to make any changes before your order is shipped.

Orders can and will be refunded if they are flagged by our system as being potentially fraudulent orders. The most common reason is that customers place an order using a proxy internet connection or a VPN. Any orders placed using a proxy internet connection or VPN are automatically flagged and will be refunded.

If you’re unable to place an order, it may be that there is an issue with some of the information entered at checkout. This can include:

Your card details
The billing address
The security code (CVV) on the back of your card
Incorrect address information
Unable to ship to the address provided - please refer to Why Can’t My Order Be Shipped To My Address?

If after checking these you’re still having trouble placing an order, it may be your bank preventing your order from going through. We recommend contacting them directly for further information.

If you have received an error message, please contact our customer service team detailing the issue and they will be able to provide you with further assistance.