US Postage FAQ
Please be aware we are a small, family run business. We do not work over the weekend or over national holidays. Any orders made during these times will be sent out the next working day.
My order hasn't arrived yet
US orders usually arrive within 2 weeks. All customers may use their tracking code to monitor their package’s journey, and this may provide an insight into what stage of processing your order is currently at on its journey to you. Please be aware we ask all International customers, regardless of location, to allow a month for their order to arrive.
How do I make a return?
We accept returns but not exchanges, if you would like a new size you will have to return your original item and place a new order for your correct size.
We do not accept returns of our Boxer shorts for Hygiene Safety reasons.
To return your order, please post it using any postage method (you will have to pay the postage) back to us at the address below. We recommend keeping proof of postage incase your item is lost.
You do not need to email us to let us know.
PLEASE REMEMBER TO INCLUDE A WRITTEN NOTE OF YOUR NAME, ORDER NUMBER AND TO OBTAIN PROOF OF POSTAGE FROM THE POST OFFICE SO WE CAN VERIFY YOUR REFUND REQUEST.
4 Argosy Court,
Scimitar Way,
Coventry,
United Kingdom,
CV3 4GA
We have a returns window of 21 days from when you have recieved your order, after which you will not be able to return it.
Please note: As we sell intimate garments we will not be able to accept returns which have any signs of wear, this includes stains or smells. For this reason you may be charged a £5 laundry fee for us to process your return.
Who delivers your post?
Our US delivery partner is USPS. We mail our orders with Royal Mail who hand them over to USPS when they arrive in the US.
When are orders dispatched?
Usually within 24 hours on an average weekday not including UK national holidays.
Our office opening hours are 9am – 4pm GMT and no orders can be processed or despatched outside of these hours.
If you place your order on Friday afternoon, it will be dispatched the following Monday morning. If you place your order on or before a UK national holiday, it will be dispatched the next working day.
I need to change my address / items / e-mail address / phone number…
Please let us know as soon as possible at info@spectrumoutfitters.co.uk. Our orders are usually despatched within 24 hours from ordering so the sooner you can notify us, the more likely it is that we can make a change for you.
Please clearly state information about the order such as your name, your order number (it will start with 'US' followed by a 5 or 6 digit number), e-mail address used, and what you need the order updated to. For example, if you ordered to the wrong address, please let us know what the correct address should be, and if you ordered the wrong size, please let us know what the correct size should be – we can then do this all quickly and reduces the likelihood of your order being missed.
My order is marked as delivered but I didn't receive it
We regret this has happened, but please be aware this is an issue that has occurred with the delivery and not something we have any influence over. However, we may be able to arrange a solution for you. We would need you to follow these steps:
Please first check your Tracking link and follow the steps through to the USPS website by clicking ‘Continue tracking’.
The next step is to check any safe places you may have such as a shed, garage, outbuilding…etc.. for somewhere the package may been left, and also enquire with neighbours or household members who may have picked up, or been given, the item by mistake.
You can also try contacting the post carrier – this may be the quickest and best solution to solve the problem as they handled the package themselves. Quote your Tracking number and problem and they should be able to help.
If you have followed all these steps and you still have not found your item, please contact us at info@spectrumoutfitters.co.uk and explain you have followed these steps, and please also indicate if the photo evidence in the Tracking appears to show your front door. If you are a UK customer, please try to report this problem as quickly as possible as we may be able to contact the postperson for a more exact report of where the item may have gone.
Why has my package been returned to sender?
If your package has been “returned to sender”, we will contact you using the customer information we have on our system – if you suspect an item has been returned to us and you have received no e-mail from us, you may need to check an alternative e-mail address you may have or your junk/spam folder.
You may also contact us before the item actually arrives back with us to discuss a solution, which can do via our e-mail info@spectrumoutfitters.co.uk. Please be aware that we can re-send items out, but in the cases where the address is marked as incorrect, the item was refused, or there was no answer when delivery was attempted, a fee will be necessary to send this out again.
Will anyone be able to see whats in my order?
We pride ourselves on our commitment to our customers’ privacy for both our products and our service, and we endeavour to make these as discreet as possible. This includes showing up as SPJONES on bank statements so if you do see this, please don’t be alarmed!
We do not have our brand name or logo on our shipping labels or packaging. Your order will come in a plain recycled cardboard package.
All US orders require a customs label with an item description. To ensure your privacy and safety we have simplified these.
Binder = Vest
Packer = Foam
Boxers = Shorts
Do I need to sign for my package?
We offer both ‘signed for’ and ‘not signed for’ options for our US customers.
If you order multiple items, the parcel may be too large to fit in your letterbox, in this case you may need to be at home to receive it.
I just received an email saying my order wasn't completed but I have an order number
This may be caused by a glitch in our system. If you have received an order confirmation e-mail, complete with an order number ("US" followed by a 5 or 6 digit number) then you can be assured we are processing your order and you can disregard the e-mail about completing your order. If you do not have an order confirmation then your order has not been processed and you may need to try again, however you can e-mail us to ask us to check this at info@spectrumoutfitters.co.uk
I have an item missing from my order / I received the wrong item
We sincerely regret this happens sometimes. Please contact us as soon as possible at info@spectrumoutfitters.co.uk
Let us know your order number, and what is missing/incorrect.