Frequently Asked Questions

The quickest and simplest way to answer any question you have is to use our FAQs listed below.

Using the Woodhouse Clothing Website

Are all items shown on the website in stock?

All items shown on the website are held in stock in our warehouse and the website is updated in near real time. If you place items in your basket or wish list and don’t check out, they may be out of stock later.

What payment methods do you accept?

We accept payment by Visa Debit, Visa, Maestro, MasterCard or American Express. We also accept PayPal, Amazon Pay, Klarna and Clearpay. Visit our Payment Information page for further details.

Is your website secure?

Yes. Our website uses 256b encryption and all data captured on the website is encrypted using SSL technology. To check this is working, look out for the padlock sign in your browser.

We continually test our website for vulnerabilities using specialist 3rd parties to help identify and stop any potential issues before they are exploited.

We will never e-mail you and ask for details about your debit or credit card details, or access to your accounts. If you experience this, it may be a phishing attack and you should contact us immediately.

What information do you gather on me when I use your website?

When making a purchase, we gather only the information required to process your order. While browsing our website, we use cookies to help us to improve our website service. A full list of these cookies is shown in our privacy policy.

I have a discount code but it won’t work, why?

If we have sent you a code which have entered in the promo code box at the checkout and no discount is being applied please first of all check the term and conditions and the expiry date. Sometimes codes are brand specific or can only be used on full priced items.

If the code is for a delivery service please ensure you select the correct service to ensure the cost is deducted.

Finally, you can also only use one discount code per transaction.

If you have checked all of the above and still the code doesn’t work, please contact us with the code you have and the items you are trying to purchase.

My payment was declined but I have money in my account, why is this?

You may have entered the card details incorrectly or your bank may have declined the transaction due to security reasons. Please contact your bank to confirm this.

We also have in-house security checks. One of these is that the registered country for your card is the same country as your delivery address and IP address.

How do I know which size to get?

If you are unsure of the size you need we have a size guide for all the types of clothing and shoes plus tips for measuring yourself. For slim or skinny fit clothing you may want to go up a size but we offer size advise for each item in the description if the particular item under the tech heading.

My Woodhouse Clothing Order

How will you send my order to me?

This depends on your location, the value of the order and the delivery speed you have chosen. Please visit our delivery information page for complete details.

What does delivery cost?

This depends on your location, the value of the order and the delivery speed you have chosen. Please visit our delivery information page for complete details.

How long will my order take to arrive?

This depends on your location, the value of the order and the delivery speed you have chosen. Please visit our delivery information page for complete details.

How do I track my delivery?

Most of our orders can be tracked. You will receive a tracking code when we confirm that your order has been dispatched. Go to our “Track Your Order” page and enter the tracking code to find out about your delivery.

Will I need to sign for my order?

For all orders delivered by DPD, you will need to sign for the order unless you provide DPD with alternative instructions after receiving their SMS notification. If your parcel is delivered by Hermes, a signature is not always required. A signature may be required for Royal Mail deliveries depending on the service.

Can I cancel an order after I have made it?

We cannot cancel an order once it has been placed but you are free to return the order within 28 days of receiving it. If in doubt it is best to contact the customer service team to discuss your individual order and the options available.

Can I amend an order after I have made it?

We can’t amend, add or remove items once an order is placed.

How do I return an incorrect or faulty item?

If you suspect your item is faulty or incorrect, please contact us with your full order details and details of the fault or item you have received incorrectly. We will then be able to advise you further.

Except where the goods you return are faulty or damaged, you are responsible for the cost of returning the goods to us. For full details please visit our Returns Information page.

How long do I have to return an order?

You have 14 days to notify us of your intention to return your item and another 14 days to return the item from when you receive your order. However, we understand that at particular times, such as Christmas, you may need a little longer. To help our customers during these periods, we offer an extended returns period.

For full details please visit our returns information page.

How long does it take to process my refund?

We will issue and confirm the refund or exchange (if available) within 4 working days of receiving your return but it may take a further 3 or 4 days for the refund to show in your account (or up to 10 days for some building society accounts).

We'll refund any delivery charges (not returns charges) that you've paid if you return an entire order (UK orders only) or notify us you will be returning it, within 14 days of receiving the order.

I have placed an order, when will I get a confirmation email?

Providing your order was successful, you will receive a confirmation email up to around 2 hours after the order has been placed. If you were logged into your account at the time of placing your order, you can track the status there.

I paid for Next Day delivery but my order isn’t here, why not?

We provide Next Day delivery for most UK Customers with either DPD, Hermes or Royal Mail depending on the area you live in and the value of your parcel. Deliveries can be anytime between 8am and 9pm. Please see our delivery information page for more details on cut off times and couriers for your area.

My Woodhouse Rewards Account

How do I access my account?

Once you have registered for an account, you can log in here.

I have forgotten my password, can this be reset?

If you can't remember your password you can request a password reset using the password recovery page. You may have ordered from us before as a guest or be on our mailing list so if you receive marketing emails form us, this doesn’t necessarily mean you have an account.

If you still have a question, please click here to contact us.