You should be able to find the answers to most of your questions quickly and easily from here. Just click on a topic or look in Frequently Asked Questions.
If you can't find the answer to your question, click here to contact Customer Services. We aim to respond to your email within 48 hours.
Ordering from evansusa.com couldn't be easier, just follow these simple steps:
IT'S MY FIRST ORDER
I’M A RETURNING CUSTOMER
Placing an order to be delivered to Germany and the US
We’ve recently launched new sites for our German and US customers. You will now only be able to place orders to be delivered to Germany or the US from these new sites. You will no longer be able to place orders to be delivered to Germany or the US from the UK site. If you would like to change site, please click on the country link within the header above.
If you are an existing registered customer you will be able to log-in to the new sites using your existing username and password. Unfortunately, you will only be able to access information about your previous orders placed on the UK site from the My Account section of that site.
Returning an order
If you are a German or US customer looking to organise a return from a recent order on our UK site please log-in to the UK site and click on Request a Return from My Account.
Shipping Times and Costs
We currently offer Standard or Tracked and Faster shipping for orders shipped to the United States of America.
|SHIPPING TIMES||SHIPPING CHARGE|
|5-10 working days when ordered before 12:00 EST/09:00 PST||Free standard shipping on all orders|
Standard shipping is free for all orders. We aim to ship all orders placed before 12:00 EST / 09:00 PST within 5-10 working days. Please note that Saturday and Sunday are not classed as working days. Shipping to Alaska, Hawaii and the US Territories can take up to 14 working days.
Sometimes during sale periods or other busy periods, shipping times may take longer. If you have not received your order within 12 working days, please contact our Customer Services team.
Tracked and Faster Shipping:
|SHIPPING TIMES||SHIPPING CHARGE|
|4 working days when ordered before 07:00 EST/04:00 PST||$30.00|
Tracked and Faster Shipping on all orders is $30. We aim to deliver all orders placed before 07:00 EST / 04:00 PST within 4 working days of the order being placed. Please note that Saturday and Sunday are not classed as working days.
All orders are shipped from the UK and are subject to checking by US customs that may affect the shipping time. Customers will be responsible for paying any applicable import duties and taxes. Charges may vary based on the contents of the order. Customers are advised to contact their local customs office for further information on current import regulations.
UK Bank Hoildays:
UK Bank Holidays are not classified as shipping days. Customers are advised to check the estimated delivery day displayed at the checkout for updated delivery times. A list of the UK Bank Holidays is noted below.
|1st January 2014||New Year's Day|
|18th April 2014||Good Friday|
|21st April 2014||Easter Monday 2014|
|5th May 2014||May Bank Holiday|
|26th May 2014||Spring Bank Holiday|
|25th August 2014||Summer Bank Holiday|
|25th December 2014||Christmas Day|
|26th December 2014||Boxing Day|
Please note, no changes can be made to the shipping address you have provided once your order has been placed.
At this time we are unable to ship to APO Addresses.
Your order may be delivered by either the United States Postal Service (USPS) or by a US courier. Depending on your area, most orders will be delivered by USPS so the parcel will be received with your regular mail. If you are not home when the delivery is made, a notice card will be left by the postal service to advise on how and where your delivery can be collected.
Larger orders will be delivered by courier who will attempt to deliver the goods three times or leave with a neighbor. They will also leave a notice card after each delivery attempt to advise you what you can do to arrange receipt of the goods. A signature is required for larger deliveries but not for the smaller USPS deliveries.
Unfortunately we are unable to offer online order tracking at this time.
If you are a US or German customer and decide to start shopping on one of our new, dedicated sites, your log in details will remain the same. Unfortunately, you will only be able to access your past orders from our UK site so if you make a return, please remember this. If your still having problems, please contact our customer services team.
We guarantee to refund any item you are not completely happy with when you return it to us in saleable condition within 14 days of receipt (excluding items purchased in Nordstrom stores and online at shop.nordstrom.com). If you cancel your order under the Distance Selling Regulations, we will refund the purchase price of the item(s) affected and the delivery charges. Refunds will be credited to your original method of payment.
In the interests of hygiene we do not offer refunds on pierced jewellery, underwear or swimwear 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.
All returns must be made by mail.
To return an item, please 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. Please select the items you wish to send back to us with a reason for each. You are required to return unwanted orders at your own cost.
Once you click the 'Create Return' button you will be given a unique Returns Authorization Number. Write this number along with your name and address in the areas provided on the returns label that came with your original order. Peel off the label, stick it to the parcel and take it to your local United States Postal Service office for mailing. Please remember to ask the USPS for a Certificate of Mailing and retain it for your reference - without this we cannot refund any money if we do not receive the returned items. Then simply post your parcel with your unwanted items to us so that we receive it within 14 days of shipping.
The refund will be processed once your goods are received into our warehouse. Please note, all returns by mail are currently processed by our UK warehouse. Please allow 28 days from the day the parcel is posted for your refund to be processed. Customers will need to return unwanted items to: Spectrum For Arcadia, Leeds Distribution Centre, Hudson Road, Leeds, LS9 7DN at their own cost. It may take 2-3 working days for the refunds to show in your account after the goods have been received. Each item returned is refunded separately, and will show on your statement as a refund/credit from evansusa.com. 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 services team with your order number, zip code and new card details.
Please note that returns by post cannot be accepted without a valid Returns Authorization Number. You will be unable to get a Returns Authorization Code from the web if more than 14 days has passed since you received the items. If you experience any difficulties with the online returns process please contact over Customer Service team.
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 $40.00') 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 can return these items to us using the returns label and following the process outlined under “Returns by Mail”. Currently all returns by mail are processed by our UK warehouse. Customers will need to return unwanted items to: Spectrum For Arcadia, Leeds Distribution Centre, Hudson Road, Leeds, LS9 7DN at their own cost.
Please ensure you return the goods to us as soon as possible, giving the reason for your return. We will examine the goods following receipt and if we find the goods are of unsatisfactory quality or unfit for purpose we will refund you the price you paid for the goods and the original shipping charge (if any).
Please note, currently all returns are processed by our UK warehouse.
REFUNDING THE SHIPPING CHARGE
If we have made a mistake on an item we have sent to you or it is faulty, damaged, of unsatisfactory quality, we will refund the shipping charges you have paid to receive that item unless it was sent to you with other items which you are not returning.
Details of the returns procedure will also be sent to you with your order.
Your statutory rights are not affected by our returns policy.
Please click here to see some of our most frequently asked questions with answers.
We accept Visa, Maestro, MasterCard, Paypal and Amex
If you have paid on your credit card you will only be charged once the goods have been shipped to the shipping address provided by you. We will email you to confirm shipment.
Prices are subject to change without notice. All prices are exclusive of shipping charges and sales tax (if applicable). The total cost of the order is the price of the products ordered plus the shipping charge. Please note, all orders are shipped from the UK. As such, customers will be responsible for paying any applicable sales tax, import duties and taxes. Charges may vary based on the contents of the order. Customers are advised to contact their local customs office for further information on current import regulations.
All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorize payment then you will be notified of this immediately at the check-out stage.
Online Shopping Made Safe
evansusa.com is working together with Visa and MasterCard to offer you a safer shopping experience when using your credit card online.
Verified by Visa and MasterCard SecureCode follow the same principles as Chip and Pin, by helping to protect your card against unauthorized use when you shop via the Internet.
If your bank or card issuer is already a part of this scheme, then you might have already noticed the Verified by Visa or MasterCard SecureCode page appear when you last made a purchase with a participating retailer on the Internet.
If your bank is yet to introduce this security measure then the following information will explain how it works and the added protection benefits of registering.
Online Protection Benefits
How it works
When you reach the checkout process at evansusa.com (or any participating retailer) you will have the opportunity to register for either Verified by Visa or MasterCard SecureCode. Simply sign-up for the service following the online instructions that are linked directly to your card issuer, set up your new personal password once your card issuer has confirmed your identity, and continue shopping.
This is a one-off registration process, so you will be able to use the same password for all future purchases you make with participating retailers.
Please note: If you choose not to register during the checkout process, depending on your card issuer, we may not be able to process your order. A different method of payment will be required to complete your purchase.
We have made every effort to display as accurately as possible the colors of our products that appear on the Website. However, as the actual colors you see will depend on your monitor, we cannot guarantee that your monitor's display of any color will accurately reflect the color of the product on delivery.
All sizes and measurements are approximate; however we do make every effort to ensure they are as accurate as possible. Unless otherwise stated, sizes indicated are US sizes. Please refer to the size guide for clarification.
We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the Website are correct at the time when the relevant information was entered onto the system. We reserve the right to refuse orders where product information has been mis-published, including prices and promotions.
When you place an order on our Website we shall email you an acknowledgement. Our acceptance of an order does not take place until shipment of the order, at which point the purchase contract will be made and you will be charged.
Please note, if you have paid via your PayPal account, transactions are charged at the time the goods are ordered, when you click on the confirm and pay option. If for some reason we are unable to ship your goods, the value of the items that are not shipped will be refunded to the original method of payment.
Once you have checked out and your order has been confirmed you will not be able to make any changes to your order so please make sure that everything is correct before clicking the confirm button. In particular, please note that no changes can be made to the shipping address you have provided once your order has been placed.
Any discounts triggered by the entry of a promotional code will not be applied until the order is accepted but will be detailed on the invoice.
We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from one of the following:
If there are any problems with your order we shall contact you. We reserve the right to reject any offer to purchase by you at any time.
We will take all reasonable care, in so far as it is within our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Website.
Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we shall notify you as soon as possible and you will not be charged for the out of stock items.
We continually update our online store. From time to time our retail stores may run special local promotions (which may not be available on our Website) or we may offer special discounts online that are not available in the retail stores. Some Website promotions may not be available to customers in particular jurisdictions.