This site ships to Europe
Shipping to United States (£)

Frequently Asked Questions

Registration and Your Online Account

Why do I need to register to shop?

Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

By registering, will I automatically receive marketing emails from you?

No, not unless you sign up to our weekly newsletter.

 

If you do sign up, you can ask to be taken off our mailing list at any time by clicking the unsubscribe link at the bottom of our newsletter.

By registering, will you pass my details on to any other companies?

No, we will not pass your details on to other companies.

What do I do if I have forgotten my password or my password does not work?

If you've forgotten your password we'll need to reset it for you. Simply follow the Forgotten Password instructions, or click here to change it.

 

For security reasons, we cannot send you your password via email.  Once you have requested a new password you must allow up to 30 minutes to receive this via email. 

 

If your new password does not work please click here to contact our Customer Care Team for assistance.

 

How do I create an account?

Creating an Evans account means that you can easily shop with Evans.com.  To create yours now simply click here and follow the new customer instructions to create your account.

What is your online security policy?

We want to make sure that you're safe and secure when you're shopping with us online. As part of our commitment to this, we perform random checks on orders and this means that you may need to prove your identity. Customers will be contacted by phone or email and will have up to 24 hours to provide us with the required information.

Orders

How do I place an order?

Click here to see our guide on how to order.

How secure is your website?

As safe as it possibly can be.

 

We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.

What do I do if there is a problem with my order?

Our Customer Care team are here to help with any problems. Click here to contact us.

 

 


 

 


 


What payment methods do you accept?

We accept American Express, Visa, Visa Debit, Visa Electron, Maestro, MasterCard, Arcadia Group Store cards, PayPal, ELV, iDeal and SOFORT.

The prices shown on our website include any VAT (or similar sales tax) at the prevailing rate for which we are responsible as the seller. The amount you pay will be the price indicated plus any delivery charges. Please note that the recipient of any products shipped outside the European Union may also have to pay import duty or other taxes, fees and charges applied by customs or other authorities in the country of receipt. If you are unsure about whether these charges might apply to your order, you should contact your local tax or customs authorities.

The actual price charged to overseas customers will be subject to the exchange rate applied by the customer's credit or debit card company. Customers outside the United Kingdom will also be liable for any import duty, quotas, permits, product restrictions and other local requirements. You are advised to check latest applicable local requirements before placing an order.

Please click the required link below for further information on additional payments options.

PayPal - https://www.paypal.com/uk/webapps/mpp/home

Alipay - https://cshall.alipay.com/hall/index.htm

China Union Pay - https://static.95516.com/static/help/detail_151.html

Sofort - https://www.sofort.com/eng-GB/buyer/sb/how-sofort-banking-works/

Ideal - http://www.ideal.nl/en/payer/faq/

 

Can I pay for my order using my Gift Card?

Yes you can pay with Euro Gift Cards online. Please select the Gift Card option at the checkout and enter the 16-digit card number and the PIN.

 

The full balance will be taken off the card before any other payment method will be used. You can use up to 5 Gift Cards per transaction.

 

Please ensure to retain your Gift Card after placing your order, in case any items are sent back to us for a refund, as the refund will be processed on to the Gift Card before any other payment method. Unfortunately, we are unable to accept Gift Cards in other currencies on our European site at present.

Can I cancel my order or an item from my order?

We may be able to cancel your order or an item from your order but we can only do this by telephone.

 

You need to call us as soon as possible on +44 844 984 0262 after you have placed your order otherwise it may be too late.
Please note - we are unable to cancel your order by email.

 

If it is too late for us to cancel your order, you may be able to return your order in accordance with our returns policy. Click here for information on our returns policy.

 

Simply log into  your account and follow the returns process there. Once we have received the goods back, we will process a refund for you. You will still need to request a Returns Number if you return the order.

 

 

Can I add an item to my order after I have placed my order?

Unfortunately not, you will need to place a separate order for anything else that you want to buy.

Why has my card been declined?

Your bank will be able to let you know why your card has been declined.

Why have you cancelled my order?

Please click here to contact our Customer Care team.

I have a query relating to overseas orders

On this website you can only place orders to be delivered to: ANDORRA, AUSTRIA, BELGIUM, ESTONIA, FINLAND, FRANCE, GERMANY, GREECE, ITALY, LUXEMBOURG, LIECHTENSTEIN, MONACO, MONTENEGRO, NETHERLANDS, PORTUGAL, SAN MARINO, SLOVAKIA, SPAIN, SWITZERLAND or VATICAN CITY.

 

Customers from other countries, please choose your shipping country from the menu at the top of the site.

 

All prices on our website are in EUR so no exchange rate is used.

 

You can only claim back VAT on Internet purchases if your items are for business purposes.

 

Please click here to contact our Customer Care Team if you have any further questions.

 

 

My order did not go through but I think you have charged me

When you enter your card details to pay for your order, your bank automatically deducts the money from your available balance although it is not actually taken from your account until we despatch your order.

 

If we do not despatch your order, we do not charge you and the money is automatically put back onto your available balance by your bank. This usually takes around 3-5 working days but the exact timeframe does depend on your card issuer and your bank.

 

If this timeframe has elapsed, or you are a PayPal customer and the money still has not been released, please contact our Customer Care team by clicking here.

 

Please see www.paypal.com for information on PayPal payments.

 

Can I find out if you will be getting replacement stock on items that have sold out?

Some of the items on our website do sell out quickly and unfortunately we are unable to tell you if we will be getting more of a particular item.

 

However, we regularly update our website so it's worthwhile checking again.

 

I have received my order but one of the items is missing, what do I do?

Please click here to contact our Customer Care team who will investigate this matter with our warehouse.

You confirmed my order but I have now received an email saying one of the items is out of stock. Why is this?

Unfortunately, although our systems showed available stock when you placed your order, when our warehouse went to pick the item they found that there was no stock available.

 

Although this does not happen often, when it does we have to cancel the item from the order and obviously we do not charge you for the item. Therefore this item will not be sent out to you once it is back in stock.

 

I have received an incorrect item in my order, what do I do?

We aim to get your order right every time but we do occasionally make mistakes. 

 

If you would like to replace the item you would then need to make a replacement order. Simply send us the details of the original order, incorrect item and the replacement order number and we will be happy to refund the delivery charge for you.

 

As an International customer, you will need to pay for your return. But if you let our Customer Care Team know how much you paid and provide a receipt, they will reimburse you. Click here to contact our Customer Care Team.

 

Please ensure that you keep your proof of postage when you return this item along with any receipts so that we can reimburse you the correct amount on receipt of the goods.

 

Just click here to log in to your account, follow the links for requesting a return and select the item that you should have received as the item you are returning.

 

 

 

 

 

Promotions and Discounts

Can I use more than one discount offer on my order?

Our promotions cannot be used in conjunction with any other offer.

 

Why doesn't my promotional code work?

Please check that the code/link you are using is still valid and not out of date.

 

For further assistance, please click here to contact our Customer Care team.

Delivery

Which couriers do you use for your deliveries?

We offer two delivery services internationally: Standard and 'Tracked and Faster'.

 

The 'Tracked and Faster' service is delivered by DPD couriers. To track your order please click here.

 

Standard International Delivery
Parcels which are under 2kg are sent via Standard Royal Mail delivery. Once your Standard Delivery order has reached your country it will be delivered by your local postal service. The tracking number for these parcels which cannot be tracked will begin with 'RML'.

 

Other parcels that can be tracked will begin with the following tracking characters 'EK' or 'CK'. Click here to track these parcels which are delivered by Parcelforce.

 

 

How long will my order take to arrive?

Generally our international parcels will arrive within 10 working days. However if you have selected standard delivery and your parcels tracking ID begins with RML we advise that you allow up to 3 weeks to account for any postal delays within your country. Please note that UK Bank Holidays, Saturday and Sunday are not classed as working days.

 

All orders will be delivered by your local postal service or by courier. If you delivery is late please check with your local depot.

 

For full details on all our delivery times, please click here.

 

Can I check for myself how my order is progressing?

Yes, you can check exactly how your order is progressing through our system by simply logging in to your account.

 

Please click here to log in to your account.

How do I track my order?

In order to track your order with us, you will need to have your tracking number with you. This can be located on your despatch confirmation email.

 

If your tracking number begins with RML, unfortunately, we are unable to track these parcels at present. Most parcels will reach their destination within 2 weeks, however, some destinations may require additional time allowed for parcels to arrive.

 

If your tracking number begins with 1550, please click here to track your parcel.

 

If your tracking number begins with an E, please click here to track your parcel.

 

As most parcels will reach their destination within 2 weeks, we are unable to query your parcel before this time. If this time has passed and you have still not received your parcel please click here to contact our Customer Care Team.

Can I change the delivery address for my order?

Unfortunately, we are unable to change the delivery address on orders.

 

Do you deliver to PO Box addresses?

Yes, we should be able to deliver to a PO Box address.

What do I do if there is a problem with my delivery?

Our Customer Care team are here to help with any problems. Click here to contact our Customer Care team.  

Returns and Refunds

Returns policy

We guarantee to refund any item purchased on our website that you are not completely happy with when you return it to us in a saleable condition by post within 14 days of receipt. You are required to return unwanted orders by post at your own cost. Your statutory rights are not affected by our returns policy.

 

Refunds will be credited to your original method of payment. In the interests of hygiene we do not offer refunds on pierced jewellery, underwear, swimwear or cosmetics if the hygiene seal has been removed, unless they are of unsatisfactory quality or unfit for purpose. Please also note that items must be returned with all of the barcode tags intact and with the despatch note you received enclosed.

 

In addition, if you are in the European Union you have the right to cancel your contract with us and return your items by post within 14 calendar days from the day after the date you received your order.  Please see RIGHT TO CANCEL for details.

 

How do I return an item by post?

Log in to your account and select 'Request a return' from the 'My Orders' section.

 

Click the order number containing the items you want to return and follow the 'Create Return' link next to the order number.

 

Select the items you wish to send back to us with a reason for each.

 

Once you click the 'Create Return' button you will be given a unique Returns Authorisation Number.
Please only use one Returns Authorisation Number for each parcel being returned.  If you are returning items from more than one order these will need to be packaged and returned separately. 

 

Write this number along with your name and address in the areas provided on the returns label sent with your order.

 

Peel off the label, stick it to the parcel and post it to us within 14 days of receipt of your delivery.

 

Please remember to ask the Post Office for your proof of posting certificate and retain it for your reference.

 

As an International customer you will not be sent a pre-paid label and and you will need to return any unwanted items at your own cost.

 

You can log in to your account here

 

Download a return label here

 

I returned my order, how long will my refund take?

Please allow 28 days from the day the parcel is posted for your refund to be processed.

 

Please note that some banks may take slightly longer to process your refund.

What do I do if there is a problem with my return?

Our Customer Care team are here to help with any problems.

 

Click here to contact our Customer Care team.

 

Will the delivery charge be refunded if my items are damaged or faulty?

If your item is damaged or faulty, and it is the only item on your order, we will refund your postage costs.

 

If you have kept any items on your order, we will not be able to refund your postage.

 

 

Will my postage be refunded if I return my whole order as unsuitable?

If you live in the EU and return your whole order within 7 days of receipt your postage will automatically be refunded.

 

Customers outside of the EU will not be refunded their postage costs for unsuitable items.

I have received an incorrect item or my item is faulty, will I have to pay to return it?

Unfortunately you will need to pay to send the item back but don't worry, if you let our Customer Care team know how much you paid and provide them with a valid proof of posting certificate, they will reimburse you for these return postage costs.


 
Please click here to email our Customer Care team.

 

Do I have to pay for returns?

Free returns are only available to customers sending items back to us from within the UK using the Freepost returns label included in your parcel. Unfortunately, we do not currently offer a free returns service to customers outside of the UK. This is stated in our Terms and Conditions.

 

International customers need to pay to return your purchase, if your item is faulty, we will reimburse this charge if you contact our Customer Care team and provide them with a copy of your proof of postage and the receipt of payment.

 

Please click here to contact our Customer Care Team.

Returns by Post

You can return an item by post within 14 days of receipt. You are required to return unwanted orders  at your own cost.

 

Please see How do I return an item by post? in the Returns section of our FAQs for information on how to make a return by post.

 

The refund will be processed once your goods are received into our warehouse. Please allow 28 days from the day the parcel is posted for your refund to be processed. We will email you to let you know once your parcel has been received and your refund has been processed.  Please note that it may take 2-3 working days for the refund to show in your account. Each item returned is refunded separately, and will show on your statement as a refund / credit from Evans. You will be refunded on to the card that the goods were purchased with. If your card expires before we process your refund please contact our Customer Care Team with your order number, postcode and new card details.

 

If you have any questions, please contact our Customer Care Team.


 
Note: Returns by post cannot be accepted without a valid Returns Authorisation Number. You will be unable to get a Returns Authorisation Code online if more than 14 days has passed since you received the items.  See How do I return an item by post? in the Returns section of our FAQs for information on how to obtain a Returns Authorisation Number. If you experience any difficulties with the online returns process please visit contact us via the link at the bottom of this page.

Returning goods bought as special offers

If you return a single item bought as part of a multi-buy discount offer (for example 'buy 2 for £20.00') you will be refunded the full price of that item less the total discount given in the offer. If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value.

 

For combination purchases ("buy one, get one free" or "get the lowest priced item free"), you must return any free items or vouchers back for us to process a refund.

Returning goods which are of unsatisfactory quality or unfit for purpose

You are required to return these items by post at your own cost.  Please allow up to 28 days from the day the parcel is posted for your refund to be processed.  Refunds will be credited to your original method of payment.

 

For further information on how to return items by post please see How do I return an item by post? in the Returns section of our FAQs.

Right to Cancel

In addition to our returns policy, if you are a customer in the European Union you have the right to cancel your contract with us within 14 calendar days from the day after the date you received your order.  This right does not apply to the following items: (1) items that have been sealed for hygiene reasons (e.g make-up, underwear, swimwear or pierced jewellery) if the seal has been broken; (2) CDs and DVDs if the seal has been broken; and (3) items that have been made to the customer’s specification or that are personalised.  You will be responsible for the cost of returning a cancelled order to us.

 

To exercise your right to cancel follow the steps below:
1. Complete the Cancellation Form included in your order confirmation email and include it with the items when you return them. You can also submit a cancellation request by email using the contact us link at the bottom of this page or include a letter with the items when you return them. Please state that you wish to cancel your contract and include your full name, address and order number. 

 

2. Return the items to us by post at your own cost and no later than 14 calendar days after the day that you sent us the Cancellation Form or other written notice of your cancellation.  Please download a returns label here and once completed, affix it to the parcel and take it to your local posting office.   

 

We will refund to you the price paid for the items and (unless you did not pay for delivery) the delivery charges that you paid up to a maximum amount of the cost of our Standard Delivery option.  You will be refunded to your original method of payment within 14 calendar days of our receipt of the cancelled items or, if earlier, within 14 days from the day we receive proof of return from you. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

Product and General Information

How can I select the correct site to shop on?

We've recently launched new international sites and made some changes to the way you should shop. Please select your shipping destination and language from the drop downs within our site selector tool at the top of the page to ensure you are shopping from the site which ships to your country.

 

If you can't find the country you live in on the drop down within our site selector tool at the top of the page, it unfortunately means that we do not deliver to where you live you right now. We are adding new delivery destinations all the time so make sure you check back soon.

How can I find items I want online?

Simply use the 'search' link on the website and type in the product code or a description of the item you are looking for.

 

Or use the clothing links down the left hand side of the homepage.

Can I order items from your website that are not currently in stock?

You can only order items that are currently in stock.

 

However, we regularly top up the stock on our website so please keep checking.

How do I add my details to your mailing list?

Please click here to leave your details and we will add you to our mailing list. If you're having any difficulties please contact our Customer Care team who will be pleased to help.

How can I have my details removed from your mailing list?

Simply click the unsubscribe link at the foot of the email.


 
If you're having any difficulties please contact our Customer Care Team who will be pleased to help.

Do you sell surplus stock?

We do not sell surplus stock to third parties as we already have arrangements in place with our suppliers to dispose of such stock.

I bought an item online but it is now faulty, what can I do?

Click here to contact our Customer Care team.

How do I find out the sizes of products?

Click here to view our size guide.

Gift Cards

Where can I buy a Gift Card?

Just click here to buy a Gift Card online.

How do I top up my Gift Card?

You can top up your Gift card with the required amount, up to 100€ online.

 

Gift Cards remain valid for 24 months from the date of purchase. Any balance remaining will be removed from the card.

Where can I use my Gift Card?

Your Gift Card can only be redeemed online at euro.evansfashion.com. It cannot be used in any store.

Can I use more than one Gift Card as a method of payment, or in conjunction with another method of payment?

Yes, you can use up to 5 Gift Cards in any one transaction. Please retain the original gift card(s) when completing an order online as this may be required at a later date if you return your purchases.

 

When using gift cards in conjunction with other payment methods, the full value of the Gift Card will be taken first, and any remaining balance will be charged to your additional payment mehod.

How will I be refunded if I have paid with a Gift Card and another method of payment?

The Gift Card will be credited first, with the remaining balance being credited to the debit/credit card used at the time of purchase.
 

What happens if I have received a refund and I no longer have the Gift Card that I used to place the order?

The refund would automatically be credited to this card. Please contact our Customer Care team for further help.

 

My Gift Card has been lost/stolen, what should I do?

Unfortunately, if your Gift Card is not registered then we are unable to trace it and are therefore unable to replace it for you.
If you have registered your Gift Card, we will be able to place a stop on it and protect any outstanding balance on it from fraudulent use.

 

Please click here to contact our Customer Care Team with your full name and postcode so we can help assist you.

How do I check the balance on my Gift Card?

You can now check your Gift Card balance online, to check your balance please click here.

Can a Gift Card be refunded?

Gift Cards cannot be refunded, please see the terms and conditions provided with the card for details.

I don't want my Gift Card, can I get a refund?

I am afraid that we are not able to refund Gift Cards.

Who do I contact about my online gift card purchase?

If you have purchased your Gift Card online you can contact us via e-mail at evans@voucherexpress.co.uk or call 00 44 871 384 3238, Mon-Fri 9am-5pm.

How will I know when my order has been confirmed?

As soon as you place your order, you will receive an e-mail, informing you that your order has been received and is being processed. Before your requested delivery date you will receive another e-mail informing you that your Gift Cards have been despatched to your chosen recipient.

 

If there is a problem with your order, you will be contacted via e-mail.

 

On some occasions we may be unable to proceed with the order. If this is the case you will be informed via e-mail. If you feel that your order has been unjustly failed, please place another order on our website using a different form of payment.


 

What if I’ve made a mistake on my order?

If you have made a mistake on your order, please call +44 871 384 3238 and we will do our best to correct it for you.

What will appear on my credit card statement?

Your credit card statement will read 'Voucher Express'.

Can I order larger amounts of gift cards?

It is possible to order larger amounts of Gift Cards. Please call 00 44 871 384 3238. If you require Gift Cards for business use, please call our corporate department on 00 44 207 927 1390 or e-mail vouchers@arcadiagroup.co.uk

Gift Cards

Where can I buy a Gift Card?

Just click here to buy a Gift Card online.

How do I top up my Gift Card?

You can top up your Gift card with the required amount, up to 100€ online.

 

Gift Cards remain valid for 24 months from the date of purchase. Any balance remaining will be removed from the card.

Where can I use my Gift Card?

Your Gift Card can only be redeemed online at euro.evansfashion.com. It cannot be used in any store.

Can I use more than one Gift Card as a method of payment, or in conjunction with another method of payment?

Yes, you can use up to 5 Gift Cards in any one transaction. Please retain the original gift card(s) when completing an order online as this may be required at a later date if you return your purchases.

 

When using gift cards in conjunction with other payment methods, the full value of the Gift Card will be taken first, and any remaining balance will be charged to your additional payment mehod.

How will I be refunded if I have paid with a Gift Card and another method of payment?

The Gift Card will be credited first, with the remaining balance being credited to the debit/credit card used at the time of purchase.
 

What happens if I have received a refund and I no longer have the Gift Card that I used to place the order?

The refund would automatically be credited to this card. Please contact our Customer Care team for further help.

 

My Gift Card has been lost/stolen, what should I do?

Unfortunately, if your Gift Card is not registered then we are unable to trace it and are therefore unable to replace it for you.
If you have registered your Gift Card, we will be able to place a stop on it and protect any outstanding balance on it from fraudulent use.

 

Please click here to contact our Customer Care Team with your full name and postcode so we can help assist you.

How do I check the balance on my Gift Card?

You can now check your Gift Card balance online, to check your balance please click here.

Can a Gift Card be refunded?

Gift Cards cannot be refunded, please see the terms and conditions provided with the card for details.

I don't want my Gift Card, can I get a refund?

I am afraid that we are not able to refund Gift Cards.

Who do I contact about my online gift card purchase?

If you have purchased your Gift Card online you can contact us via e-mail at evans@voucherexpress.co.uk or call 00 44 871 384 3238, Mon-Fri 9am-5pm.

How will I know when my order has been confirmed?

As soon as you place your order, you will receive an e-mail, informing you that your order has been received and is being processed. Before your requested delivery date you will receive another e-mail informing you that your Gift Cards have been despatched to your chosen recipient.

 

If there is a problem with your order, you will be contacted via e-mail.

 

On some occasions we may be unable to proceed with the order. If this is the case you will be informed via e-mail. If you feel that your order has been unjustly failed, please place another order on our website using a different form of payment.


 

What if I’ve made a mistake on my order?

If you have made a mistake on your order, please call +44 871 384 3238 and we will do our best to correct it for you.

What will appear on my credit card statement?

Your credit card statement will read 'Voucher Express'.

Can I order larger amounts of gift cards?

It is possible to order larger amounts of Gift Cards. Please call 00 44 871 384 3238. If you require Gift Cards for business use, please call our corporate department on 00 44 207 927 1390 or e-mail vouchers@arcadiagroup.co.uk

Business Contacts

I have a business enquiry, how do I contact you?

Please call our Switchboard on +44 844 243 0000.

I am a customer, how do I contact you?

Click here to contact our Customer Care team.

What is your ethical policy?

Please click here to see our ethical policy.

I am a student and would like some information for a project

The only company information we are able to provide is on our corporate website.

 

Please click here to visit the site.

What is WEEE Compliance?

UK Waste Electrical and Electronic Equipment (WEEE) Regulations (SI 2006 No. 3289).

 

So that you can get your old electrical products recycled, Arcadia have contributed toward the development of recycling collection points (known as ‘Designated Collection Facilities) throughout the UK through our membership of the Distributor Take Back Scheme (DTS).

 

UK households dispose of over 1.2 million tonnes of electrical and electronic waste every year. This is the equivalent of 150,000 double decker buses and would be enough to fill the new Wembley Stadium 6 times over. Much of the UK's electronic waste ends up in landfill sites, where toxins put communities at risk.

 

To remind you to recycle, all new electrical products are marked with a crossed out wheeled bin symbol.

 

Not all council sites are suitable to collect all types of waste electrical goods. To find out your nearest participating site and for advice on all aspects of recycling at home, please visit www.recycle-more.co.uk

 

Please remember to have your postcode to hand.