CONTACT

For all enquires please email:
SHIPPING

We are currently giving all our UK customers free shipping on any non-sale order over £90. Worldwide customers will receive free shipping on baskets over £250

We offer same day dispatch on items ordered before 3pm Monday–Friday.

Mainland UK
£5.00 | 3-5 working days |Royal Mail/Parcel Force

Mainland UK - Saturday Guarantee
£12.00 | Royal Mail

Scottish Highlands, The Isles and Northern Ireland
£6.00 | 3-5 working days | Royal Mail

European Economic Area, Norway and Switzerland
5–10 working days £13.00 | 5–10 working days | Royal-mail

Non-EU Europe
£14.95 | 5-10 working days | Royal-mail

Russian Federation*
£30.00 | 5-10 working days | Parcel-force/EMS

USA and Canada
£12.50 | 4-7 working days | Royal-mail

Republic of Korea
£17.50 | 4-7 working days | Royal-mail

Australia
£17.50 | 4-7 working days | Royal-mail

Japan
£22.00 | 4-7 working days | Royal-mail

Rest of World
£25.00 | 4-7 working days | Royal-mail

* RUSSIA: Unfortunately orders going to Russia can take a little longer to process so please expect a delay of up to 5 working days before we dispatch your parcel. Customers ordering from the Republic of South Korea will receive an FTA document with their parcel as standard, however please be aware that all orders requiring this document will take an additional working day to dispatch. Currently we do not deliver to Indonesia, PO Boxes or BFPO addresses.

Royal Mail: 3-5 day service. Fully trackable and insured. Signature on delivery. 2 attempted deliveries on consecutive working days, after which a card will be left to rearrange delivery or collect from depot.

Do you deliver to my country?
We deliver to all countries worldwide except Indonesia.

How long does delivery take?
We try to ship all orders within 24 hours or the next business day. It will arrive within 3-5 working days. We will send you an email to let you know exactly how and at what time your order was despatched, including tracking number. If your order is placed on a Friday and you opted to pay for Saturday Delivery your order will arrive on the Saturday. International delivery times vary, Europe is generally 2–3 working days from date of despatch, Russian Federation and the rest of the world is generally 4–7 working days from despatch (subject to customs and duty procedures beyond our control). *same day despatch not always possible during sale periods, but we will always try our best – let us know if it’s vital.

How do I know if my order has been shipped?
You will receive a dispatch confirmation email to confirm your order has left Benaiah Matheson. This email will contain a link to the courier’s website so that you can track your parcel.

Can I track my parcel?
All orders shipped are trackable. We will email you tracking details as soon as the parcel has been collected.

Do I have to have my order delivered to my billing address?
We provide the option to ship orders made through our website to a different address from the one at which your card is registered. For security reasons we may contact you to verify your details before shipping to a different address. We reserve the right to ignore your requested shipping address and deliver your order to your billing address.

Can I change the delivery address after I have placed my order?
Maybe. If you have made a mistake with your delivery details then contact benaiahmatheson@gmail.com or +44 (0) 7943-502-065 immediately and we will update them if we can. For security reasons, orders placed over the telephone must be shipped to the billing address. If the order has already left our office then the delivery address cannot be changed. If this happens we will need to wait for the parcel to be returned to us and then post the parcel out again at your expense.

Why have I been asked for additional information?
We occasionally carry out security checks on orders. There are many reasons why we choose to do this and we have a policy of making random spot checks. If you have been asked to supply additional information please be aware that we cannot begin the dispatch process until the information is received. We use the utmost discretion and security with any information we receive.

What happens if I’m not home when my order is due to be delivered?
Royal-mail will make 2 attempts to deliver on consecutive business days. They will then leave a card to rearrange the delivery or you can arrange to collection your parcel from your local depot.

Can someone else sign for my delivery?

Yes they can. Benaiah Matheson accepts no responsibility if the signature received at the delivery address is not the intended recipient, and will consider this parcel correctly delivered.

Will I have to pay customs and import charges?
Maybe. Any customs or import duties are charged by local customs agencies once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. Please note that this is the reason customers outside the European Economic Area receive a 20% VAT discount. If any parcels are returned to us due to customs charges being higher than expected, we reserve the right to deduct from your refund any costs we incur. Customers ordering from the Republic of South Korea will receive an FTA document with their parcel.

Can you mark the parcel as a “gift” or declare a lower value for my order so I don’t have to pay customs charges?
Unfortunately we cannot as this is against the law. Random spot checks are common, and we are responsible if we are caught mis-declaring our exports.

I have been contacted for further information for by country customs department?
Each country will have their own goods import procedures and these can vary across countries. For example, from our experience USA customs sometimes require further details about high value orders, such as manufacturer details or IRS numbers. If you have an order stuck in customs, please contact benaiahmatheson@gmail.com, or +44 (0) 7943 502 065 quoting your order number and we will help you resolve the matter as fast as possible.

Why hasn’t my order arrived yet?
International shipments can occasionally take longer than expected. Goods can be held up in customs or there can be delays during the handover from one country to another. If you’re an international customer and your order hasn’t arrived after 7 working days from you receiving your despatch email then please contact benaiahmatheson@gmail.com and we will investigate for you. Check first that you haven’t been left a card from the couriers.

What happens if my parcel gets lost?
Things occasionally go missing in the post. Don’t worry, all shipments are fully insured and we will be happy to make a claim on your behalf if your order is lost. Our policy is to give you a full refund or to send a replacement once the required time has passed, stated by the relevant shipping company in their terms. If the reason a parcel takes longer than expected to arrive, or gets lost, is because the address given was incorrect or incomplete we cannot accept any liability for this. We will however try to help in these situations. Generally we need to wait 10 days from dispatch to begin this investigating missing parcels.

Do you deliver to PO BOX addresses?
No. Because of the high risk of fraud we are unfortunately unable to deliver to PO boxes.

If I have sent something back to be exchanged how will the replacement be delivered to me?
Our policy is to deliver any replacement items using the delivery method you chose for your original order. We reserve the right to use an alternative delivery method when it makes sense to us.
RETURNS

We offer a no hassle 28 day returns policy on any unworn, full priced items with tags, tickets and original packaging still attached. To make this quick and easy : Fill in the returns form that came with your order. Pack up the item and send it back to us. Don’t forget to include the returns form. Let us do the rest.

We aim to process returns within 24 hours of them arriving. Filling in your returns form helps us makes this happen. Unfortunately we can't extend this offer to sale, reduced or otherwise discounted items — see below for how we deal with those. Exchanges

Exchanges
We can exchange for a different size, a different colour or a completely different item. If the new item costs more then we will contact you with instructions explaining how to pay the difference. Unfortunately we aren't able to reserve stock for exchange.

Refunds
We will be happy to refund any items purchased at full retail price within 28 days of delivery. We ask that the items arrive back to us in their original condition, with all tickets and tags attached.

All refunds exclude postage costs, as agreed in our terms, unless a mistake has been made by us. We can only refund to the card/payment method used for purchase. Our payment processor will credit your money at midnight the day we process the return, but credits can take several days longer to show in your account. Please refer to your card issuer's terms and conditions for further info. If a payment is made by gift voucher, the refund will be returned to the same code. In instances of split payment of two tender types we reserve the right to issue the refund to the tender of our choosing.

Sale and clearance items
Sale or clearance items or items bought during with discount promotion (such as a seasonal discount code) can be returned under the same hassle free policy as full priced items, except we ask that they are returned within 14 days of delivery.

Please Note we must be able to match all returns to the original web order number and goods must be re-saleable with all tags attached. Address for all returns and exchanges :
Returns Department
8 Cambridge Road
Huddersfield
HD15BU

Returning items from outside the EU?

When returning items from outside the EU please be sure to include 'Returns Department' prominently at the top of the address and declare the goods as returns to the couriers/postal service. This will prevent your return being delayed by UK customs, allowing us to process it far more quickly.

If you don't do this then the parcel will be held by UK Customs for processing. This can take up to 28 days to complete, and will lead to an invoice for VAT plus handling (roughly 20% of the returns value) which we will pass on to you and will require payment before the parcel will be released to us. This is a non-refundable charge.

RETURNS FAQs

Do I have to pay the return costs?
We would love to offer free returns but we are still a very small brand. Unfortunately we can't cover the return costs, we would love to but we are still a very small brand, this also includes customers outside the UK. Wherever you are we'll ship exchanged items back out to you for free.

How long will it take to process my return?
We receive UK and international returns daily (Monday to Friday). We aim to apply all refunds and despatch exchange items within 48 hours of the day they are received, although it can take longer during busy periods such as Christmas and sale periods. Our payment processor will credit your money at midnight the same day, but credits can take several days longer to show in your account. Please refer to your card issuer's terms and conditions for further information.

What if my order wasn't correct?
Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please contact us on +44 (0)7943-502-065 or email us at benaiahmatheson@gmail.com and we will look into it. Please include your order number at all times when e-mailing customer services. Benaiah Matheson takes great care with its product photography to make sure that we are providing you with pictures that accurately and fairly represent the products we sell. However, due to inconsistencies in the manufacturing of some products, and inconsistencies in how different computer screens reproduce colours, unfortunately we cannot guarantee that the product you receive will look exactly the same as you see on your computer screen.

What if the item is faulty?
Faulty items are dealt with slightly differently. If you think the item you have received is faulty in any way, please get in touch with us on benaiahmatheson@gmail.com or ring on +44 (0)7943-502-065 and we’ll let you know how to proceed from there.
GARMENT CARE

It is always best to keep garments stored out of direct sunlight to avoid fading.

We advise that the overall best way to clean any of our garments is to have them dry cleaned. This preserves the quality of the fabric, print & embroidery better than any cleaning process. Do not store dry-cleaned garments in the plastic bags provided, they are designed to protect the garment in transit but in actual fact, the plastic covering actually deteriorates the garment. We do understand that dry-cleaning is a more expensive process and reserve this cleaning procedure for items that specifically require this cleaning process.

All garments are provided with cleaning information on the specific product page. Every piece comes with cleaning information inside or with the garment.