Information & FAQs
FAQs
What do I need to know about Royal Ascot purchases & hire?
ORDERING ONLINE
Please reference our how to guide on how to measure yourself for morning wear and top hats
It is the customers responsibility to ensure you select the correct
size, so we highly recommend you double check your size before placing your order. Please watch our How-To video to assist you.
Hire orders are for one day only, unless subsequent days are paid for.
Each Extra day is a full day's hire charge during ascot as are late returns.
Only RACE DAY HIRE products are available for the week of Royal
Ascot (Tuesday 20th - Saturday 24th June 2023) Our regular Morning wear Hire products are not available at this time.
We have a full size range of top hats to hire. Again, please
reference the video on how to measure for a top hat (the wording of this makes it sound as if we have a number of different hats to hire as opposed to one type of hat to hire).
Please note, antique silk and mezzanine top hats are available for purchase only.
HIRE COLLECTIONS
Royal Ascot Hires ARE FOR 1 DAY ONLY (unless subsequent days have been paid for).
All Royal Ascot hires must be collected from our Lower Sloane Street store and will be ready in advance of collection.
Please wait until you have been notified that your order is ready for collection before coming in-store.
Hire orders for Royal Ascot attendance on Tuesday 20th and
Wednesday 21st June, may be collected in store from Thursday 15th June.
We would kindly ask that you do not collect on Saturday 17th June as our store will be extremely busy. For all other race day attendances i.e. Thursday 22nd, Friday 23rd and Saturday 24th June, your collection will
be ready the day before.
Please note, we do NOT post hires during Royal Ascot, collection only.
Upon collection, you may try on your hire before leaving the store,
but please note, our stores will be extremely busy during this period.
We can only exchange a size if stock is available, but this is not guaranteed, so please ensure
that your measurements are correct before placing your order online. We cannot be responsible for incorrect sizing when an order is placed online.
HIRE RETURNS
Hire stock needs to be returned to the Lower Sloane Street Store by 10am the day after your Royal Ascot attendance, otherwise another full day's hire will be charged.
If you have paid for any subsequent days, your hire will need to be returned by 10am the following day.
Hires during Royal Ascot can NOT be returned by post.
You can return your hire by courier, but please include full details of your order number and name so that we can process the return on our system. Failure to do so may result in a subsequent day's charge.
Please check all pockets for valuables before returning your hire.
PURCHASING PRODUCTS FOR ROYAL ASCOT
We have an extensive collection of morning wear including morning coats, trousers and waistcoats for purchase.
Due to very high demand, we strongly recommend placing your order online well in advance of your Royal Ascot attendance to ensure timely shipping or collection.
Next Day/Express Delivery will NOT be available during the Royal Ascot period, including the week before Royal Ascot.
As the official Top Hat licensee for Royal Ascot, we have a large
collection of antique and wool top hats for purchase. We stock the largest collection in our Lower Sloane Street Store. If you are ordering online, we recommend watching our instructional video on how to measure for the perfect fit.
For online returns post Royal Ascot, please be aware that any signs that garments or top hats have been worn, will not be accepted and will be sent back to the customer.
How can I track my package?
UK orders are sent via DPD. You can track your item using the shipping code you were emailed from us when your order was dispatched from our warehouse. Simply enter this code on the DPD website.
You can also download the DPD App which available for Apple and Android. You will receive notifications on the status of your order
International orders are shipped with DHL. You can track your order using your tracking code on the DHL website.
How can I speak to someone?
Customer Service team is available for online order enquiries via email, live chat or phone:
• Monday to Friday from 9:30 to 18:00 GMT
You can contact our Customer service team via e-mail at: customer.car@oliverbrownlondon.com
You can call our Head Office at UK: +44 (0)207 259 9494
• Please note, on Saturdays, you will be automatically put through to our shop team. For any online order related enquiries please contact our team Mon - Fri only.
How do I cancel my order?
You have a limited amount of time to be able to cancel your order with us. Please email, call or live chat us as soon as possible. In the case that you would like to cancel after it has been dispatched, we will happily refund on receipt of the goods as specified below. Please specify your cancellation reason, order number and any other details.
Under applicable distance selling legislation, you can also choose to cancel your order within fourteen (14) calendar days of receipt of your goods. If you choose this option, we will refund you the full price of any items returned in accordance with our Return Policy and the original shipping charges.
What payment methods do you accept?
We currently accept VISA, Mastercard and American Express via Stripe.
We also accept PayPal.
You also have the option to purchase through Buy Now, Pay Later services with Klarna and ClearPay.
Are your prices VAT inclusive?
If you are a UK shopper, you prices will appear in the cart VAT inclusive.
As you select your country, the prices will change to exclude VAT should you be outside the UK.
What is your returns policy?
Ensure that items are packaged securely (including the original packaging & labels, if possible) and include the completed form. We are not responsible for the return postage costs unless the item is faulty. Please note that you may return goods for up to 28 days for a full refund (postage not included).
After this period, we will offer an exchange or a credit note for up to 60 days after the original date of purchase.
Some items cannot be returned:
- Bespoke or customized goods (including embossed/monogrammed/engraved items)
- Swimwear and underwear
- Facemasks if the sealed packaging has been opened
- Hemmed or finished trousers.
How do I make a return?
Returns in the UK are now free
Please note, customers within the UK will be charged £7.50 for returns. Please contact customer.care@oliverbrownlondon.com for your returns label, which you will receive by email. Returns are facilitated by DPD and may be dropped off at numerous collection points. Your returns label will indicate the closest DPD collection points based on your postcode. Returns should be sent in the original parcel bag or carton, or other suitable packaging, with all original tags intact.
Returns outside the UK
For returns outside of the UK, the customer is responsible for the cost of returning unwanted goods. Please retain proof of postage, to ensure the safe return of goods. Customers will be responsible for the receipt of goods that are sent will all carriers. Please send returns to the Oliver Brown Head Office at the address below
Internet Returns,
Oliver Brown Head Office,
66-67 Cornhill,
London,
EC3V 3NB
Please note that it may take 3-5 working days for funds to re-appear in your account after a refund is processed.
For returns made within 28 to 56 days we offer a credit note for future purchases.
We also operate in accordance with the EU Distance Selling Directive. If you are based in the EU, you are entitled to cancel your entire order at any time up until 7 days after you received your goods. The cancellation period expires 7 working days from the day after you received the goods. If you wish to cancel an order under these terms, you must give us written notice by post or email within this timeframe.
How long will it take to process my return?
Please allow up 2 weeks for us to receive and process your return. We are not able to issue credit until your return package has been received and processed. We will credit your original form of payment unless otherwise specified.
Do you offer exchanges?
Yes – we are now offering exchanges for your online orders.
We are only able to exchange items for alternative sizes at this point. Should the item be out of stock or unavailable at time of exchange, we will happily suggest another option.
Can I return in store?
Yes - You can return your online orders to our stores on 75 Lower Sloane Street, SW1W 8DA and 75a Jermyn Street SW1Y 6NP. Please follow online order return guidelines if you choose to do this.
FAQ for Hire
What do I need to know about Royal Ascot Hire?
ORDERING ONLINE
Please reference our how to guide on how to measure yourself for morning wear and top hats
It is the customers responsibility to ensure you select the correct
size, so we highly recommend you double check your size before placing your order. Please watch our How-To video to assist you.
Hire orders are for one day only, unless subsequent days are paid for.
Each Extra day is a full day's hire charge during ascot as are late returns.
Only RACE DAY HIRE products are available for the week of Royal
Ascot (Tuesday 20th - Saturday 24th June 2023) Our regular Morning wear Hire products are not available at this time.
We have a full size range of top hats to hire. Again, please
reference the video on how to measure for a top hat (the wording of this makes it sound as if we have a number of different hats to hire as opposed to one type of hat to hire).
Please note, antique silk and mezzanine top hats are available for purchase only.
HIRE COLLECTIONS
Royal Ascot Hires ARE FOR 1 DAY ONLY (unless subsequent days have been paid for).
All Royal Ascot hires must be collected from our Lower Sloane Street store and will be ready in advance of collection.
Please wait until you have been notified that your order is ready for collection before coming in-store.
Hire orders for Royal Ascot attendance on Tuesday 20th and
Wednesday 21st June, may be collected in store from Thursday 15th June.
We would kindly ask that you do not collect on Saturday 17th June as our store will be extremely busy. For all other race day attendances i.e. Thursday 22nd, Friday 23rd and Saturday 24th June, your collection will
be ready the day before.
Please note, we do NOT post hires during Royal Ascot, collection only.
Upon collection, you may try on your hire before leaving the store,
but please note, our stores will be extremely busy during this period.
We can only exchange a size if stock is available, but this is not guaranteed, so please ensure
that your measurements are correct before placing your order online. We cannot be responsible for incorrect sizing when an order is placed online.
HIRE RETURNS
Hire stock needs to be returned to the Lower Sloane Street Store by 10am the day after your Royal Ascot attendance, otherwise another full day's hire will be charged.
If you have paid for any subsequent days, your hire will need to be returned by 10am the following day.
Hires during Royal Ascot can NOT be returned by post.
You can return your hire by courier, but please include full details of your order number and name so that we can process the return on our system. Failure to do so may result in a subsequent day's charge.
Please check all pockets for valuables before returning your hire.
PURCHASING PRODUCTS FOR ROYAL ASCOT
We have an extensive collection of morning wear including morning coats, trousers and waistcoats for purchase.
Due to very high demand, we strongly recommend placing your order online well in advance of your Royal Ascot attendance to ensure timely shipping or collection.
Next Day/Express Delivery will NOT be available during the Royal Ascot period, including the week before Royal Ascot.
As the official Top Hat licensee for Royal Ascot, we have a large
collection of antique and wool top hats for purchase. We stock the largest collection in our Lower Sloane Street Store. If you are ordering online, we recommend watching our instructional video on how to measure for the perfect fit.
For online returns post Royal Ascot, please be aware that any signs that garments or top hats have been worn, will not be accepted and will be sent back to the customer.
What do I need to know about Morning Wear hire?
1. We only hire our medium weight (14oz) Black Herringbone morning coats
2. Morning Coat Hire waistcoats are only available in Dove grey and Buff. Some waistcoats come with horn buttons and others come with covered buttons we endeavour to get you the style you prefer however this is not always possible
3. Hire trousers are available in our Classic medium weight stripe (14oz) pleated style only
4. If you opt for the premium hire pack, you can choose from two lighter weight trouser (11oz) varieties ,the lightweight stripe and the hounds tooth -Pleated only.
5. The Top hat hire is a wool felt style only available in Black
6. If you opt for the premium pack with hat, you can hire a Melusine(Rabbit Fur) top hat.
7. Group hires or short notice hires must come to our Lower Sloane street Flagship store Where the hire stock is housed.
8. If you hire a garment more than 3 times it is more cost effective to buy Ex-Hire.
9. If you choose to buy Ex-Hire once you have hired, we will reduce the cost of the hire from the Ex -Hire Price . This must be done on or before returning the hire, this cannot be done retrospectively or in advance.
10. We do not hire day shirts, cufflinks, or shoes for morning wear.
What do I need to know about Dinner Wear hire?
1. We only hire a double-breasted black dinner jacket in medium weight(14oz) black barathea. Some jackets come with a double back vent and others are unvented (boxed) some jackets have a 4- button front, but most have a 6-button we endeavour to get you the style you prefer however this is not always possible
2. We hire a pleated dinner trouser only, some come with a braid stripe down the leg, and some come with a black satin stripe this not something we can predetermine.
3.We hire a marcella front(golf ball) shirt in either a turn down collar or wing collar
4.We also hire black bow ties Fixed or self-tie and a black pleated cummerbund.
5.We do not hire front studs, cufflinks or shoes.
What do I need to know about Evening Tails White Tie hire?
1. We hire the full white tie outfits for weddings parties or livery functions.
2. Some evening tailcoats have covered buttons, and some have horn buttons this not something we can predetermine.
3. We Hire the dinner trouser with white hire i.e. with a single braid stripe, we only sell the double stripe evening tail trouser.
4. We do not hire front studs, cufflinks or shoes.
What do I need to know about sizing for hire products?
Height
5ft 6'' to 5ft 8'' - Short Fit
5ft 9'' to 6ft '''-Regular Fit
6ft to 6ft 4'' -Long Fit
6ft and above Extra Long- only available on morning wear and white tie .
On morning wear your waistcoat will normally correspond with your coat size
For orders made online all sizes will be supplied as required. Oliver Brown will make every effort to correct any incorrect sizes however it is the customers own responsibility to provide accurate sizing information when placing their order.
What do I need to know about hire timings?
A normal hire is for 3 days, for example, collect Friday and return Monday. Extra days can be purchased at £10 per day. Late returns are charged at £25 per day. Insurance is charged at £9.95 as a matter of course. We are always in stock but please give us as much notice as possible
It is the responsibility of the customer to return their hire to the store in person or by post at their own expense.
ROYAL ASCOT HIRES
ROYAL ASCOT HIRES ARE FOR 1 DAY ONLY (unless subsequent days have been paid for). Hire stock needs to be returned to the store by 10am, otherwise another full day's hire will be charged.
All Royal Ascot hires must be collected from our Lower Sloane Street store and returned by 10am the day after their Ascot attendance, unless subsequent days have been payed for.
How do I place an order for Ascot hire if I am outside of the UK?
Any customers outside of the UK placing an order for a hire during the Ascot period need to input a UK address in the "shipping address" field in the checkout in order to proceed. Because all hires during the Ascot period are for Store Collection only, we suggest using our Sloane Street address as your "shipping address". See below
75 Lower Sloane Street,
Chelsea,
London,
SW1W 8DA
Can I cancel my hire before the start date?
Any orders cancelled within 7 days of their collection/start date are not liable for a refund.
How do I return my Hire?
It is the responsibility of the customer to return their hire to the store in person or by post at their own expense. Items not returned on their due return date will be charged a late fee of £25 per day. During the Ascot period late returns are charged at a full day rate
Or Visit One of Our Stores
