Help: Frequently Asked Questions
How can I contact you?
How Do I Find A Specific Item?
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. In addition to this, you can apply filters to your search using the bar on the left hand side of the screen in any category. For example, you can narrow down the selection so it only shows blue, cotton pyjamas available in size large.
How Do I Know It Will Fit?
As you know, many countries have different sizing systems. In order to simplify things we have interpreted the various British, European 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.
I've Forgotten My Password
Please go to the sign in page, type in your email and click on forgotten password. Alternatively, you can call our Customer Service team who will be happy to generate a new, confidential password that will be emailed to you.
How Do I Know What Is In Stock?
All items that have a size showing on the screen are in stock. 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.
What If An Item Is Out Of Stock?
If an item you are interested in buying is out of stock or not available in your desired size, please call our Customer Services team on +44 (0) 800 996 1995 or send an email to email@example.com. Our Customer Services team can check for any additional stocks or contact our production department to check if the item can be made on request and, if so, how long it will take. We’re here to help you.
How Do I Make A Purchase?
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 bag by selecting a size, entering a quantity and then clicking on the 'Add to Bag’ button below the desired item.
• Review the items you have chosen in your bag.
• To resume shopping after viewing your bag just click the 'Continue Shopping' button. Please be aware that whilst the item is in your bag another customer can still purchase it.
• When you are happy with your selection, proceed to checkout to finalise your purchases and follow the instructions.
What Payment Methods Does Derek Rose Accept?
We Accept Visa, Master Card, American Express, Delta, Solo and Switch Debit Cards.
Is It Safe To Use My Credit Card Online At Derek Rose?
Our site is as secure as we and some very clever external security companies can make it. All credit card transactions on this site are processed using SAGEPAY, 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 SAGEPAY 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) 800 996 1995 to place your orders.
Can I Order By Phone?
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) 800 996 1995.
How Will I Know You Received My Order?
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.
What If I Live In A Country That Derek Rose Does Not Ship To?
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 email (firstname.lastname@example.org) or call one of our Customer Services representatives for further information: +44 (0) 800 996 1995.
Does Derek Rose Ship To Post Office Boxes?
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.
How Soon Can I Get My Order?
Your order will be shipped once the payment has been approved, the address has been verified, and the merchandise is in stock. 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 endeavour 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 endeavour 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.
How Can I Track My Order?
You can check the current status of your shipment by viewing Track Your Order. You can track your order via your unique tracking number which we e-mailed to you with your shipping confirmation. 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.
Is My Personal Information Kept Private?
How Do I Contact Customer Services?
If you have a question that is not answered on our site you can call Customer Services on +44 (0) 800 996 1995. 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.
Is My Package Insured?
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.
How Are Duties And Taxes Calculated?
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.
Will There Be Additional Duties Or Taxes Payable On My Purchase?
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.