FAQs
Still need help? Contact Us
Delivery
Delivery
For orders over €100 we offer free standard delivery via our carrier GLS.
For orders under €100 there will be a delivery charge of €5.50 for standard delivery.
Orders that are placed before 6pm (CET) Monday - Friday, will be dispatched next day.
Orders that are placed after 6pm on Friday will be dispatched the following Monday.
We offer free standard delivery for orders over €100, to all German customers.
If you wish to order and ship to countries in the UK, EU and Internationally, shop our dedicated UK, EU and Rest of World stores by changing the store setting in the bottom right hand corner of footer.
You track your order using our tracking page here.
Simply enter your order number and email or enter your tracking number, which you would have recieved in your order dispatch email.
Bitte beachten Sie: Während nationaler Feiertage und unserer Sale-Periode kann es aufgrund erhöhter Nachfrage zu Verzögerungen bei der Auslieferung kommen.
Bestellungen werden innerhalb von 3-5 Werktagen ausgeliefert.
Bestellungen, die von Montag bis Freitag vor 18 Uhr (MEZ) aufgegeben werden, werden am nächsten Tag ausgeliefert. Bestellungen, die freitags nach 18.00 Uhr aufgegeben werden, werden am darauffolgenden Montag ausgeliefert.
In Spitzenverkaufszeiten kann die Auslieferung von Bestellungen zwischen 4-6 Werktagen dauern. Wir werden alles tun, um Ihnen Ihre Bestellung so schnell wie möglich zukommen zu lassen.
Please double check that you have inputted the correct delivery tracking number, this will be on an email you recieved from us, after your order status updated to 'In Transit'.
If this still does not work, please contact our customer support team using our 'Contact Us' page.
Returns & Refunds
Returns & Refunds
We use Happy Returns for all returns. Please visit our Return My Order page to complete your return.
We aim to process all refunds within 8-10 working days of recieving your return to our warehouse.
Once your returned item has been inspected and the refund approved, the funds should appear via the same payment method used to make the original order.
If you wish to exchange an item from your order, please follow the steps on our exchange process here and you will receive, if available, your desired item.
You can only ask for an exchange for the same product in a different size, but not in a different colour.
If you have an item you believe to be faulty, that you:
a)purchased from de.lyleandscott.com directly
b) within the last 12 months
Please contact our customer service team via 'Contact Us'.
Unfortunately, if it has been more than 12 months since your purchase, we cannot accept any returns for faulty garments, as this would be outside of our manufacturer's guarantee.
Finally, if you have an item that you purchased from a stockist/store, we would advise you to contact the retailer directly for further advice. Should you not get the outcome you desire, please feel free to contact our support team and we will help if we can.
As a company we have now gone paperless with our orders, in a bid to aid sustainability. Therefore, should you wish to return something from your order, please follow our returns process here, where you will find a printable returns label.
Please visit here to view our full Terms & Conditions.
Payments & Discounts
Payments & Discounts
We offer a variety of online payment methods. You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and your bank.
You can buy now and pay later or split your purchase into 3 or 4 installments with Klarna, Clearpay and PayPal.
Minimum purchase of €50. Benefit subject to account status and eligibility criteria.
Once you place an order via PayPal, the payment will show in your account as pending until we ship your order to you.
The pending transaction is telling you that the payment is authorised to be taken.
Once you’ve added all the items that you want to your basket, click the ‘My Bag’ icon, below your listed items you will see the discount box.
Add your discount code into this box and click ‘Apply’ to apply the discount.
If the code doesn’t work then you’ll need to check that you’re not trying to use more than one offer, none of the items are on our exclusions list or the code has been used before.
We’re sorry to hear your code isn’t working, you’ll need to check that you’re not trying to use more than one code per order, that the code can't be used in conjunction with other offers and that your item isn’t excluded.
We offer different instalment options through our partners: Clearpay, Klarna and Paypal.
Credit subject to status. T&C and interest fees would apply according to each provider.
You need to place your order and select your preferred payment method. You are going to be redirected to the payment provider site, where you will need to confirm the payment.
Ordering
Ordering
Although our Customer Support team is always on hand to provide support and guidance, all orders have to be placed through our website, due to GDPR regulations.
It’s easy to place an order with us.
Once you’ve found the product you want, you’ll need to click ‘Add to bag’. You can either carry on shopping or click ‘View Bag’ if you’ve added everything you need; this will give you the option to checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.
Check everything is correct and you’re good to go. We’ll send you an order confirmation and dispatch email, including your tracking information, as soon as your order is on its way.
Unfortunately we are unable to cancel/amend orders once they are placed, this is due to our quick fulfilment process.
Please contact our customer support team, via the 'Contact Us' page.
We’re really sorry that you recieved a faulty item, we aim to provide high quality items to all of our customers.
Please reach out to our customer service team via our 'Contact Us' page so we can look into this for you as quickly as possible for you.
We will need the following from you;
Order Number
Product Name
Details of the fault.
Images that support the fault, if applicable
As soon as we've looked into the fault we'll be in touch with you.
We're sorry to hear you have a missing item from your order. Sometimes we have to cancel items due to stock availability and or stock quality in our warehouse.
Should this be the case with your order you should have been contacted via email.
Please contact our customer support team if this is not the case and you require more information.
Please visit here to view our full Terms & Conditions.