FAQs
Straight answers to the questions we're asked most. Can't find what you need? Email info@neilsjensen.com or call +44 7456 066967, Monday to Friday, 9:00 AM to 5:00 PM UK time. We reply within one working day.
Orders
Do I need an account to order?
No. You can check out as a guest. An account simply saves your details and order history for next time.
I haven't received my order confirmation email.
Check your spam or junk folder first. If it isn't there, email us with your name and the email address you used, and we'll confirm your order and resend it.
Can I change or cancel my order?
Yes, until it's dispatched. Email us at info@neilsjensen.com or call +44 7456 066967 as soon as possible with your order number. Once your order has been dispatched, you can return it under our Return & Refund Policy.
An item I want is out of stock. Will it come back?
Often, yes. Email us and we'll tell you if a restock is planned.
Delivery
How much does delivery cost?
Nothing. Standard Tracked Delivery is free on every UK order, with no minimum spend.
How long will my order take?
Allow 6 to 13 working days in total. That's 1 to 3 working days to process your order, then 5 to 10 working days in transit. Orders placed before 2pm UK time on a working day begin processing the same day.
Where do you deliver?
Everywhere in the United Kingdom, including Northern Ireland, the Scottish Highlands and the islands, at no extra cost. We don't currently deliver to the Channel Islands, the Isle of Man, BFPO addresses or outside the UK.
Where are orders shipped from?
Orders are dispatched from our international fulfilment centre and delivered by tracked service to your door.
Will I have to pay customs charges or import VAT?
No. Our prices include UK VAT, and we cover any import charges, so there's nothing to pay on delivery. If a carrier ever asks you for a fee on one of our parcels, don't pay it. Email us and we'll sort it out.
How do I track my order?
We email you a tracking link as soon as your order is dispatched. You can also check its progress on our Track Your Order page. Tracking can take 24 to 48 hours to show its first update.
My order hasn't arrived. What should I do?
If it's been more than 13 working days since you ordered, email us with your order number. We'll chase the carrier and come back to you within one working day. If a parcel is lost, we'll send a replacement or give you a full refund, whichever you prefer.
My order says delivered, but I haven't received it.
Check with your neighbours and any safe place first. If it's still missing, contact us as soon as you can and we'll open an investigation with the carrier.
Returns and refunds
What is your returns policy?
You have 30 days from delivery to return any item for a full refund. Items should be unworn, unwashed and unaltered, with tags attached where possible.
How do I return something?
Email info@neilsjensen.com with your order number and the items you're returning. We'll reply within one working day with your return confirmation. Then post your parcel to: Neils Jensen Returns, 33 Shandon Crescent, Edinburgh, EH11 1QF, United Kingdom.
Who pays for return postage?
If you've changed your mind, you cover the postage. Any UK tracked service will do. If your item is faulty, damaged or not what you ordered, we cover the postage and send you a prepaid label.
When will I get my refund?
Within 5 working days of your return reaching us, back to your original payment method. Your bank may take a further 3 to 5 working days to show it. We'll email you when your refund has been issued.
Can I exchange an item for a different size or colour?
We don't offer direct exchanges. The fastest way is to return the original item for a refund and place a new order for the one you want. That way your replacement is on its way straight away.
Is there anything I can't return?
Underwear and socks with an opened hygiene seal, gift cards, and items altered or personalised at your request can't be returned unless they're faulty. Sale items can be returned just like full-price items.
My item arrived faulty or damaged. What now?
Email us with your order number and a photo or two of the problem. We'll send you a prepaid return label, then a replacement or a full refund, whichever you prefer.
Payment
Which payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay. We don't accept cash, cheques, bank transfers or buy-now-pay-later.
Is it safe to pay on your website?
Yes. Our checkout is fully encrypted and payments are handled by Shopify Payments, which is certified to the highest card security standard (PCI DSS Level 1). We never see or store your full card details.
When will I be charged?
When you place your order. If we can't fulfil it for any reason, we'll refund you in full.
Do you charge card fees?
Never. All prices are in pounds sterling and include VAT. The total at checkout is exactly what you pay.
My payment was declined. What should I do?
Check that your card details, billing address and postcode match what your bank holds. If it still fails, try another payment method or contact your bank. For security reasons, we can't see why a bank declined a payment.
Sizing and products
I'm between sizes. Which should I choose?
Size up for a relaxed fit, or down for a closer one. If you're still unsure, email us and we'll help you choose.
Will the colour look the same as on screen?
We photograph every product as accurately as we can, but colours can vary slightly between screens. Natural fabrics can also vary a little in shade from piece to piece.
How should I care for my clothes?
Follow the care instructions on the garment label. As a rule, washing at 30°C and air-drying will keep most pieces looking right for longer.
About us
Who is Neils Jensen?
We're an independent online menswear shop for men across the UK. Neils Jensen is a trading name of Hanline Commerce, a sole proprietorship registered in Singapore (UEN 53506194C), at 534 Ang Mo Kio Avenue 10, Singapore 560534. Read our story on the About Us page.
How can I contact you?
Email info@neilsjensen.com or call +44 7456 066967, Monday to Friday, 9:00 AM to 5:00 PM UK time. We reply to every email within one working day.
How do I unsubscribe from your emails?
Click "unsubscribe" at the bottom of any of our emails, or email us and we'll remove you. See our Privacy Policy for how we handle your data.
Our policies
Shipping Policy · Return & Refund Policy · Payment Policy · Privacy Policy · Terms of Service