Frequently Asked Questions

 

CONTENTS

1.   ORDER QUERIES

2.   PAYMENTS

3.   RETURNS & EXCHANGES

4.   REFUNDS & BILLING

5.   SHIPPING & DELIVERY

6.   CUSTOMER CARE & SUPPORT

7.   PRODUCT & FIT

8.   POLICIES & LEGAL

9.   DISCOUNT CODES 

 

 

 

1.   ORDER QUERIES

HOW CAN I CONTACT SOMEONE ABOUT MY MISSING ORDER?

The best way to contact someone about your missing order is via our contact page found here.  Someone will contact you shortly regarding your inquiry.

 

HOW CAN I TRACK MY ORDER?

You will be able to track the whereabouts of your order by going to the DX Delivery website. You will also be able to track your order by clicking the link below and entering your parcel tracking number, which will be on the order dispatch email that you have been sent.

https://my.dxdelivery.com/

If you cannot find your parcel tracking number, please do not hesitate to contact our customer services.

 

I HAVEN'T RECEIVED MY ORDER YET, WHEN CAN I EXPECT IT TO BE DELIVERED?

Our standard delivery service is via DX UK Standard Delivery which takes 3 - 5 working days. Please note this varies based on the time of order, the cut-off is 12 noon. Please note this service will be suspended on UK Bank Holidays. 

For more information please see our shipping and delivery policy.

 

WHERE DO I FIND MY ORDER REFERENCE NUMBER?

Your order reference will be on your order dispatch and order confirmation email. The number starts with USPA...….
If you are having trouble finding your Order Reference Number, please do not hesitate to contact our customer support team here.

 

 

 

2.   PAYMENTS

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept major payment cards to make it convenient for our customers. You can for our products using payment cards (Visa, MasterCard, American Express, Maestro), PayPal, Google Pay, and the 'Buy Now Pay Later' option (Klarna). For more information on accepted payment methods, please check for more payment options during the checkout process.

 

CAN I MAKE PAYMENTS VIA TELEPHONE?

We currently do not offer this service, all orders must be placed via our website. If you have any questions, please do not hesitate to contact us.

 

CAN I GET A REFUND FOR MY PAYMENT?

Please see our refund policy at the footer of our website or contact our customer support team for more information on our refund process.  

 

 

 

3.   RETURNS & EXCHANGES

HOW LONG DO I HAVE TO REQUEST A REFUND?

We have a customer-friendly refund policy in place. If you are not completely satisfied with your purchase, you can request a refund within 28 days of receipt of the goods. To receive a refund for sale items, they must be returned within 14 days of receipt of goods.

Please take a look at our returns and refunds policy. for more information.
If you are having any trouble please do not hesitate to contact our customer support team.

 

WHO PAYS FOR THE COST OF RETURNING A PRODUCT?

In our commitment to customer satisfaction, we understand that there may be instances where a return is necessary. Should you choose to return a product for a refund, kindly note that the cost of returning the item to our warehouse will be incurred by you, the customer, and this return shipping cost will not be refunded. We recommend using our selected courier service or a reliable shipping service and tracking your return package to ensure it reaches our warehouse successfully.

It is important to note that if you choose an alternative courier service, the responsibility for any issues or claims arising during the return transit lies with you, the customer. In such cases, any claims must be made directly via the chosen courier service.

For more details on how to process a return please refer to our returns and refunds policy.

Our team is here to assist you throughout the return process, and we appreciate your cooperation in facilitating a smooth return experience. If you are having any trouble please do not hesitate to contact our customer support team here.

 

HOW DO I REQUEST A REFUND?

To request a refund please take a look at our returns and refunds policy for information on our refund process and how to return your product.

If you are having any trouble please do not hesitate to contact our customer support team.

 

WHEN MY ORDER IS RETURNED WHO PAYS FOR MY DELIVERY CHARGES?

If you decide to return your order, please be aware that you will be responsible for covering the return fees. Unfortunately, we are unable to provide refunds for these return costs. For detailed information please refer to our dedicated returns & refunds policyIf you need any assistance please do not hesitate to contact our customer support for assistance in such cases.

 

I PURCHASED AN ITEM FROM YOUR STORE, CAN I RETURN IT?

Please note that items purchased in-store cannot be returned through our website. We kindly ask you to visit the store where the purchase was made for any returns or exchanges. Our dedicated staff will be happy to assist you and ensure a smooth process.

I ORDERED THE WRONG SIZE ONLINE, CAN I RETURN IT?

We offer a 28-day return window on orders.  Merchandise should be in new, unworn condition, complete with all tags intact. 

Please refer to our returns and refund policy for more information.

 

MY ORDER IS DAMAGED, CAN I RETURN IT?

We sincerely apologise for any inconvenience caused. Kindly refer to our returns and refund page available on our website for steps in having your faulty item returned. Rest assured, we will promptly refund your postage as well. Thank you for your understanding and patience. If you need further information or any assistance please contact us by leaving us a message via this page.

  

CAN I USE MY OWN CARRIER SERVICE to RETURN MY PARCEL?

Our returns and refund page provides you with information on how to return your parcel. This returns label will be pre-paid. If you choose to use your own carrier, not the carrier associated with our pre-paid label, the parcel is their responsibility until we have received your parcel.

 

CAN I MAKE  AN EXCHANGE ON MY PURCHASE?

We currently don't offer exchanges. To make our returns process as easy as possible, we only offer refunds.  If you'd like to know how to return your items please refer to our returns policy here or visit our website.

 

WHAT IS THE PROCESS FOR RETURNING AN ORDER?

If you choose to return your order you will have to pay for the cost of delivery to us. If the items you are returning are defective or incorrect, you will not be charged a retrospective delivery fee.
Please contact our customer support for assistance in such cases.

 

CAN I RETURN AN ITEM IF THE SALE TAG IS REMOVED?

To receive a full refund, all items must be returned to us unworn/unused and in the same condition, you received them. This includes the original packaging with all tags and labels attached.

  

 

4.   REFUNDS & BILLING

WHAT IS YOUR REFUND POLICY?

We have a customer-friendly refund policy in place. If you are not completely satisfied with your purchase, you can request a refund within 14 days of receipt of the goods.

Please take a look at our returns & refunds policy.

 

I AM WAITING FOR A REFUND, WHEN WILL IT BE PROCESSED?

All refunds are processed by U.S. Polo Assn. within 10 working days of receipt of goods. During sale or peak times your refund could take up to 14 working days and may take longer to show on your bank statement depending on your bank’s processing time.

  

ARE MY SHIPPING  COSTS REFUNDED WHEN MY ORDER IS RETURNED?

If you return your order, you will not be refunded for the shipping costs. If you need anymore information please check our returns & refunds policy.
If you need further assistance or information please do not hesitate to contact our customer support team




5.  SHIPPING & DELIVERY

WHAT IS YOUR SHIPPING INFORMATION & DELIVERY POLICY?

Our standard delivery service is 3 - 5 working days, delivered by the DX courier services, for a fee of £4.99 for orders under £100 and Free delivery for orders over £100.
The order cut-off time is 12 noon. Orders placed after this time will be processed on the next working day.
Please take a look at our shipping and delivery policy here


DO YOU DELIVER OUTSIDE THE UK?

We ship your order by DX UK Standard Delivery which takes 3 - 5 working days. Unfortunately, we only deliver to the UK at the moment.

 

HOW MUCH DOES SHIPPING COST?

We offer Free Standard Delivery for Orders Over £100 and a fee of £4.99 for Orders Under £100.

 

DO YOU OFFER FREE SHIPPING AND DELIVERY?

We offer free delivery for orders over £100.

 

WHAT IS YOUR SHIPPING SERVICE?

We offer UK Standard Delivery service through DX.

 

 

6.  CUSTOMER CARE & SUPPORT

HOW DO I CONTACT CUSTOMER SUPPORT?

If you have any further questions or require assistance regarding our products and services, please don't hesitate to contact our customer support team here.

     

DO YOU HAVE GIFT CARDS AVAILABLE?

At the moment we do not sell gift cards

 

DO YOU HAVE ANY STORES?

Yes, we have an outlet store in Cheshire Oaks Designer Outlet.

Address:

U.S. Polo Assn.
Designer Outlet, Cheshire Oaks

Kinsey Road, Ellesmere Port, CH65 9JJ

 


7.   PRODUCT & FIT

I AM NOT SURE ABOUT YOUR FIT, DO YOU HAVE A SIZE GUIDE?

Our sizing chart has detailed information and guidance for the majority of our products.  You can find our size guide here.

 

DO YOU OFFER TAILORING OR ALTERATION SERVICES?

We currently do not offer a tailoring and alteration service.

 


8.  POLICIES & LEGAL

WHAT IS YOUR SHIPPING AND DELIVERY POLICY?

Take a look at our shipping & delivery policy here.

 

WHAT IS YOUR RETURNS ANDF REFUNDS POLICY?

Take a look at our returns & refunds policy here.

 

WHAT ARE YOUR TERMS AND CONDITIONS?

Take a look at our terms & conditions here.

 

WHAT IS YOUR PRIVACY POLICY?

Take a look at our privacy & cookies policy here.

 

 

9.  DISCOUNT CODES

HOW DO I APPLY DISCOUNT CODE TO MY ORDER?

When you are ready to check out, just enter the discount code in the designated field on the cart or checkout page. Once you have entered the code, click the ''Apply'' button, and the discount will be applied to your order total.

 

CAN YOU USE THE DISCOUNT CODE MORE THAN ONCE?

The discount codes can only be used once per person only. Our system allows the use of only one discount code per order. So choose the code that offers the best deal for your specific purchase. Keep an eye out for our promotions that provide great savings and discounts.

 

WHAT IS YOUR POLICY ON DISCOUNT CODES?

You can read information on using discounts in our terms & conditions.

 

DO DISCOUNT CODES WORK ON SALE OR MARKED-DOWN ITEMS?

Discount codes can only be used on full-priced products only. The codes cannot be used on products that have been discounted.

 

CAN I COMBINE A DISCOUNT CODE WITH OTHER OFFERS OR PROMOTIONS?

Discount codes cannot be combined with other ongoing offers, promotions, or deals. If you are unsure, please refer to the terms and conditions of the discount code or contact our customer support for further information.

 

HOW LONG ARE DISCOUNT CODES VALID?

Discount codes are available for a limited time. Each discount code has an expiration date specified in its terms and conditions. After the code expires, it will no longer be in use. To take advantage of the savings, be sure to use the discount code on time.

 

ARE THERE ANY RESTRICTIONS ON USING DISCOUNT CODES?

Some discount codes might have specific terms and conditions associated with them. These conditions could include minimum purchase requirements, restrictions on certain products, collections or categories, or expiration dates. 
Please make sure you read the fine print accompanying the code to ensure you meet the criteria, before completing your purchase using the discount code.

 

WHAT IF MY DISCOUNT CODES IS NOT WORKING?

If you are having trouble applying a discount code when completing your purchase, there may be a few things to check. Make sure you have entered the code correctly, as the codes are case-sensitive. Confirm that the items in your cart meet any requirements stated in the code's terms and conditions.
If the problem persists, feel free to reach out to our customer support for assistance.

 

DO DISCOUNT CODES APPLY TO THE SHIPPING COSTS?

Generally, discount codes have been created to apply to your basket total; which has not had the shipping costs added yet, not your total purchase order total. If the code is created to apply discounts to your shipping costs, you will be notified of the discount code's terms and conditions.

 

CAN I USE A DISCOUNT CODE AFTER I HAVE PLACED MY ORDER?

Once an order is placed, our system does not allow us to apply the discount code to your order. Please make sure that you double-check your order and apply the discount code at the cart or checkout page before finalizing your purchase to ensure you receive the discounted price.

 

CAN I SHARE MY DISCOUNT CODE WITH OTHERS?

Generally, the discount codes are intended for personal use and are not transferable. Sharing codes with others might result in the code being disabled or invalidated.

If you have friends or family who may be interested, encourage them to subscribe on our website with their own accounts to receive their own unique offers.

 

WHERE CAN I FIND THE LATEST DISCOUNT CODES?

To stay updated on our latest promotions and discount codes, we recommend subscribing to our newsletter and following us on social media. This way, you won't miss out on any of our great deals.

 

  

 

Sport   Meets   Fashion

U.S. Polo Assn. is more than just a brand- it’s an experience. When you purchase U.S. Polo Assn. products, you own a piece of the polo sport.
We are the official clothing brand of the United States Polo Association (USPA)—one of the oldest sports in the United States.

This is a proud distinction that links our illustrious past to a bright future that you are an important part of.