Help / FAQ

Please click on the Customer Service button in the main menu for our telephone, fax and email contact details.

We have designed the DEREK ROSE website with two shopping modes in mind - browsing and instant gratification. While browsing you can enjoy the content, then click and buy from photographs of items you like. Alternatively, if you know what you are looking for, use the SEARCH feature found on the main menu.

As you know, many countries have different sizing systems. In order to simplify things we have interpreted the various British, French, Italian, and American sizes into a standardised XS, S, M, L, XL and XXL system. To find out your size you can view our size chart where we will guide you on the various size conversions. In general, it should be noted that the fit of our Classic Pyjamas is generous in order to ensure they are as comfortable as possible both in bed and at rest. Should you be unhappy with the fit for a particular purchase you can return the item, or exchange it for a different size in accordance with our returns policy. Please follow the instructions listed under Return Requests in the customer service menu.

Go to the sign in page, type in your email and click on forgotten password.

All items shown are in stock unless the words "Sold Out" appear in the product drop-down. Please be aware that even if the product is in your basket it isn't reserved and can be bought by another customer while you are browsing.

If an item you are interested in buying is out of stock, please send an email to customerservices@derek-rose.com . The DEREK ROSE production department will check if the item can be made on request and if so, how long it will take.

Making a purchase is easy. Just follow these simple steps:

• Shop by browsing through our categories or searching our site with the Search function.

• Click on the image to access the individual item's product page for further information and pictures.

• Add merchandise to your basket by clicking on the 'Add to my basket' button near the desired item.

• Review the items you have chosen in your basket.

• Resume shopping after viewing your basket, click the 'Continue Shopping' button. Please be aware that when the item is in your basket another customer can still purchase it.

• Proceed to checkout to finalise your purchases and follow the instructions.

We Accept Visa, Master Card, American Express, Delta, Solo and Switch Debit Cards.

Our site is as secure as we can make it. All credit card transactions on this site are processed using PROTX, a secure online payment gateway which encrypts your card details in a secure host environment. At DEREK ROSE we don't hold your credit card details on the website. To help ensure that your shopping experience is safe, simple and secure DEREK ROSE uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. DEREK ROSE works with PROTX to provide secure credit card transactions via the site. To ensure you process orders securely you need to have SSL switched on in your browser. For Netscape click the Security icon on the tool bar and check the SSL2 & SSL3 boxes. For Internet Explorer from the View menu find Internet Options, click the Advanced tab and check the SSL2 & SSL3 boxes. Further security information can be found within your browser. If SSL is enabled then you will see a padlock at the bottom of your browser and you can click on this to find out information about the SSL digital certificate registration. Although use of SSL technology is necessary for fulfilling your order online, for your convenience, you may call a Customer Services representative at +44 (0) 845 602 0745 (Local UK rates apply)to place your orders.

If you wish to give your details to a Customer Services representative they will make the purchase for you. Call Customer Services at +44 (0) 845 602 0745 (Local UK rates apply).

After you place your order, you will receive an email confirming that your order has been received. This does not mean your order has been accepted by us. Once your credit has been approved, the receiving address has been verified, and the item has been located, your order will be accepted and the item shipped. You will receive another e-mail notifying you if any of the items you ordered are not in stock, if this occurs the full amount of the invoice is returned to your credit card account.

DEREK ROSE ships world wide via UPS shipping. No matter where you are, we can ship products to you - it is just a case of DDP or DDU. Please call one of our Customer Services representatives for further information.

Due to shipping restrictions unless there is a reception agent present at the P.O. Box during business hours, customers with P.O. Boxes will need to arrange for an alternate physical delivery address. You must provide us with an address where our delivery service can get a signature upon delivery of your shipment.

Your order will be shipped once the payment has been approved, the address has been verified, and the merchandise is in stock (if you have ordered an item from a waiting list). In calculating when your order will arrive, start with the day in which all three of these prerequisites have been met and count only business days thereafter.

1-2 Day Delivery: We will endeavor to deliver packages within 2 business days to our customers living in the UK once the three prerequisites listed above have been met.

2-3 Day Delivery: We will endeavor to deliver packages within 3 business days to our customers living in the United States, Austria, Belgium,Canada, Denmark, Finland, France, Germany, Greece,Hong Kong, Ireland, Italy,Japan, Luxembourg, Monaco, Netherlands, Norway, Portugal, Spain, Sweden and Switzerland once the three prerequisites listed above have been met.

You can check the current status of your shipment by viewing Track Your Order. Simply type in your unique tracking number which we e-mailed to you, and we will track your shipment for you. DEREK ROSE will store a record of your transactions for a minimum of one year. Please note that for your security only a record of your transaction is kept on the DEREK ROSE website, your credit card details are not held on the website.

Please rest assured that we consider all the information you share with us totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For details please read the DEREK ROSE privacy policy. In order to register as a user at DEREK ROSE, we will need to know your name, mailing address and email address. In order to process credit card orders online, we will also need information including your billing address, shipping address, telephone number, credit card number and expiration date. We will use your billing and credit card information to process your order and inform you of its delivery. Please note that DEREK ROSE does not keep your credit card details on the DEREK ROSE website, and these details are therefore protected from any breach of security at the DEREK ROSE website. We may also use information we collect to inform you of new goods and services via emails. If you do not wish to receive these emails, please send an email message to unsubscribe@derek-rose.com Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties. Financial information is used to check the user's qualifications and to bill the user for products.

If you have a question that is not answered on our site you can call Customer Services on +44 (0) 845 602 0745 (Local UK rates apply). In the unlikely event of Customer Services being unable to satisfy your request immediately, DEREK ROSE will endeavour to respond as soon as the issue has been thoroughly investigated.

DEREK ROSE has arranged that all merchandise in transit from DEREK ROSE to the delivery address be insured against theft and accidental damage at no cost to the customer. Once the merchandise has been delivered to the specified delivery address the merchandise is no longer covered by insurance.

Prices on the website are shown as UK VAT inclusive. During the check out procedure, the customer will identify which country is the destination for the merchandise, this information is used to decide whether UK VAT is to be charged or not. If UK VAT is not to be charged then the price quoted on the website will be reduced by the amount of UK VAT. All Customs Duties and Sales taxes are the responsibility of the customer.

The customer will be responsible for complying with any legislation or regulations governing the importation of the goods into the country of destination and for the payment of any duties on them.