FAQ | Ben Sherman
Products Order Shipping Returns Payment Methods E-gift cards
Products
How do I know what shirt is what fit?
Most of the time the fit of the shirt will be highlighted in the product description.
- Mod is our regular fit
- Soho is our slim fit
If the fit of the shirt is not listed in the product description, please contact our helpful staff via the Contact Form provided.
I can’t see the size I want! Is it available?
Unfortunately, if a size is not listed online it means that is has sold out. Please use our Contact Form to get in touch and our customer service team may be able to help.
Order
CAN I ADD, CHANGE OR DELETE AN ITEM IN MY ORDER AFTER ITS COMPLETED?
Due to the high volume of orders in our warehouse, unfortunately we cannot change, add, or delete an item in your order after it’s completed. If you would like to change your order after it has been received, we offer free returns, within the terms of our Return Policy.
Who do I contact if my order has not arrived?
If you haven't received your order within 5 business days of receiving your dispatch notification email, please contact our customer service team via our Contact Form. If you would prefer, you can also contact them through the below method:
Email shop@bensherman.com.auWhy is my address coming up as invalid?
The reason your address is coming up as invalid is because it may not be registered with Australia Post. Please contact Aus Post on 137 678 to register your address, please allow 30 minutes for this to register on our checkout. Before continuing to check out, please clear your cache and history in your browser so that all the information resets - the checkout should then work.
Can you include a gift receipt with my order?
We unfortunately do not offer a gift receipt option for online orders; however, a customer manifest is included in the delivery which shows the item(s) ordered and the name of the person who has placed the order. Please note there is no pricing included on this manifest.
Do you offer gift wrapping services?
Unfortunately, we do not currently offer a gift-wrapping service for online purchases.
My order is a gift, can the prices be removed?
Due to the high volume of orders in our warehouse, we are unable to remove prices from the items, including the swing tags.
Shipping
How long until my order arrives?
As a brand, we will endeavour to get your order to you as soon as possible. Generally, your order will arrive at your doorstep within 5-10 working days after dispatch. Areas such as WA, NT and Far North QLD will face an additional 2-3 days. There may also be a longer wait during sale and peak periods.
How do I track my order?
You can track your order here. Simply enter the tracking number which was provided on your dispatch notification. Please allow up to 24 hours for the tracking number to be registered with Australia Post.
Do you ship overseas?
Currently we only ship to Australian addresses from bensherman.com.au
Who do I contact if my order has not arrived?
If you haven't received your order within 5-10 business days, please contact our customer service team via our Contact Form. If you would prefer, you can also contact them through the below methods:
Email: shop@bensherman.com.au
Returns
Can I return products to a store or does it have to be online?
All items can be returned within 30 days of purchase for a refund online. We are unable to accept returns in outlet stores or concept stores. Please refer to our Return Policy for more information.
What is your return policy and process?
Ben Sherman offers you a 30-day free return policy within Australia on goods that have been purchased online (via this site) that are unused and in a saleable condition. All items must be in an unused, unworn, all tags attached and re-sellable condition. Please refer to our Return Policy for more information or to return your order refer to our return my order page.
Zip Pay
Choose Zip at checkout and own the way you pay. Repayments from as little as $10 a week. No upfront payments. Interest free always.
How it works?
1. Apply for a Zip account in seconds at zip.co/apply
2. Add item(s) to your basket and select Zip as your payment method at checkout.
3. Complete your checkout and pay nothing today. Choose how you pay - weekly, fortnightly or monthly.
Available to Australia customers and shipping addresses only.
Afterpay
Afterpay is now available online. You can now receive your Ben Sherman purchases now and pay for them over 4 equal fortnightly payments.
How it works?
1. Simply add your Ben Sherman items to your online shopping bag
2. Select Afterpay as your payment method at checkout
3. From here, follow the prompts to create an Afterpay account to pay the first of four instalments up front
Can I initiate a refund or return for an order paid through Afterpay, Zippay?
Absolutely! If you've used Afterpay or Zip as your payment method at checkout, you're still eligible for our standard refund and return process. Simply follow our regular guidelines for initiating a refund or return. Please note however, that these payment methods can only be returned using our online return process and can not be returned in our retail or outlet stores.
How does the refund process work with these third-party payment methods?
Once your returned items are received and inspected, we will initiate the refund through our system. If you've already made payments on your order and wish to return only a portion of it, the refund will be processed for the returned items only, and your installment plan with Afterpay and Zip will be adjusted accordingly. You'll continue with the remaining instalments based on the adjusted order total. The return period remains the same for all orders, regardless of the payment method. Our standard return policy applies equally to purchases made through Afterpay/Zippay.
Will my installment plan be adjusted if I return items?
Yes, it will. When you return items, the refund amount will be applied to your order and, if necessary, the installment plan with Afterpay, Zip, will be adjusted to reflect the new total. This ensures that you're only billed for what you've kept.
Are there any differences in the return period for orders using these payment methods?
No, the return period remains the same for all orders, regardless of the payment method. Our standard return policy applies equally to purchases made through Afterpay/Zippay.
What if I've already made some payments but want to return part of my order?
If you've already made payments on your order and wish to return only a portion of it, the refund will be processed for the returned items, and your installment plan with Afterpay, Zip, will be adjusted accordingly. You'll continue with the remaining instalments based on the adjusted order total.
How soon will I receive my refund for a return made through these payment providers?
Once we receive and process your returned items, we will initiate the refund within our standard processing time. Afterpay, Zippay will then adjust your installment plan, if applicable, to reflect the updated order total. Our standard refund processing timeframe for all payment methods is 3-5 business days from the date of processing your return. For any additional questions or concerns, feel free to contact our customer support team. We're here to assist you throughout the process and ensure a seamless experience with your refund or return, regardless of the payment method used.
Paypal
Paypal is a safe way to pay faster online without entering credit or debit card details each time.
Why Paypal?
1. Safer - Paypal keeps your financial information securely encrypted so you can pay online with confidence.
2. Flexible - Link all your cards and bank accounts and choose which one to use at checkout.
3. Convenient - Pay with Paypal on millions of sites on your computer or mobile, and in apps.
4. Protected - You can be refunded with Buyer Protection.
How Do I Use My E-Gift Card?
Using Ben Sherman E-Gift Card couldn’t be easier, you simply enter your E-Gift Card number in the payment section provided at the checkout when you are ready to make your purchase.
- Upon receiving a Ben Sherman E-Gift Card via email, you will be presented with an E-Gift Card number that can be redeemed online.
- If the items purchased total less than the E-Gift Card amount, the remaining funds will remain on the E-Gift Card to use on the next purchase, if the items purchased exceed the E-Gift Card amount, the remaining value must be paid by card in order to complete the order.
- E-Gift Cards take up to 4 hours to be delivered to your preferred email address.
- Items bought using E-Gift Cards can be returned or exchanged but not refunded, only additional monies paid over and above the E-Gift Card will be refunded and a new E-Gift Card will be issued or funds allocated to your existing E-Gift Card applied.
- For full details, please visit our E-GIFT CARD TERMS AND CONDITIONS.
Online Gift Card purchases
Please note Gift Cards are currently not available for purchase online, however any gift cards you currently have can continue to be redeemed online.