Order & Delivery Support
Find answers to common questions about shopping, sizing, orders, shipping and tracking at Defwear.
1. Shopping & Payment
What payment methods do you accept? Is my payment secure?
Defwear accepts the payment methods displayed at checkout, including major credit and debit cards and other available payment options.
Payments are processed through third-party payment service providers using appropriate security measures. Defwear does not normally directly store your complete payment card details.
The payment options available to you may vary depending on your location and device.
What currency will I be charged in?
You will be charged in the currency displayed at checkout.
For our UK store, prices are generally displayed in British Pounds Sterling (GBP / £).
If your card or payment account uses another currency, your bank or payment provider may convert the transaction using its own exchange rate and may charge an additional currency conversion or international transaction fee.
What should I do if my payment fails?
Please check that your:
- Card number
- Expiry date
- Security code
- Billing address
- Available balance
are correct.
You can also try another payment method available at checkout.
If the payment continues to fail, please contact your bank or payment provider.
Need more help? Contact:
How do I use a discount code?
Enter your discount code in the designated field at checkout and select Apply.
If the code does not work, please check whether:
- The code has expired.
- A minimum order value applies.
- The products in your basket are eligible.
- The code has already been used.
- The code can be combined with other promotions.
If you still need assistance, email service@defwear.com with your order details or a screenshot of your basket.
Can I order different colours, sizes or styles together?
Yes.
Simply select the colour, size or style you want for each product and add each selection to your basket separately.
Before completing your order, we recommend checking the selected:
- Style
- Size
- Colour
- Quantity
carefully.
2. Product & Sizing
Are Defwear sizes true to size?
Sizing may vary depending on the design, fit, fabric and construction of each product.
Instead of relying only on your usual S/M/L size, we recommend checking the size chart provided on each product page before placing your order.
Small measurement differences may occur due to manual measurement.
How do I choose the right size?
For the best fit, measure your:
- Bust or chest
- Waist
- Hips
- Shoulders
and compare your measurements with the size chart displayed on the relevant product page.
If you are still unsure, contact service@defwear.com with the product you are interested in and your measurements.
Our customer service team will do its best to assist you with sizing information.
Why does the same size fit differently between products?
Different designs may use different:
- Fits
- Fabrics
- Cuts
- Levels of stretch
For example, a relaxed-fit garment may feel roomier than a regular or slim-fit product carrying the same labelled size.
Please review both the fit description and size chart for the individual product before ordering.
Where can I find material information?
Material and fabric information is provided on the individual product page where available.
Because materials may vary between products, please refer to the information for the specific item you are viewing.
If you require further information, send the product link or a screenshot to:
Will the actual colour look exactly like the photos?
We aim to display product colours as accurately as reasonably possible.
However, slight differences may occur because of:
- Lighting conditions
- Photography
- Device or monitor settings
- Different production batches
If you believe the product you received is materially different from its description or images, please contact service@defwear.com with your order number and clear photographs.
This does not affect your statutory rights where goods are not as described or otherwise do not meet applicable UK consumer standards. UK consumer terms cannot remove responsibility for goods that are faulty or not as described.
Can printed designs vary slightly?
Minor variations in print placement, colour or detail may occur depending on the fabric, garment construction and printing process.
If your item has a significant printing defect, such as:
- A missing print
- Serious misalignment
- Peeling
- Substantial damage
- Another obvious manufacturing fault
please contact service@defwear.com with your order number and photographs.
Your statutory rights regarding faulty or misdescribed goods remain unaffected.
3. Orders & Changes
I didn’t receive my order confirmation email. What should I do?
Please check your:
- Spam folder
- Junk folder
- Promotions folder
first.
Also make sure that the email address entered at checkout was correct.
If you still cannot find your confirmation email, contact:
Please include your name and available order information so that we can help locate your purchase.
My order confirmation email is in another language. Does this affect my order?
No.
The language displayed in an order confirmation email does not by itself affect your order status.
If anything in the confirmation is unclear, contact service@defwear.com and include your order number.
Can I change or cancel my order after placing it?
If you need to change an address, size, colour or other order detail, please contact:
as soon as possible.
We will try to make the requested change before the order is packed or dispatched, but operational changes may not always be possible once fulfilment has begun.
If you wish to cancel your purchase, your statutory UK cancellation rights are separate from our ability to stop a parcel before dispatch.
For most eligible goods purchased online, UK consumers generally have the right to notify us that they wish to cancel within 14 days after receiving the goods, without giving a reason, and then normally have another 14 days to return them. Certain legally recognised exceptions may apply.
Please see our Return & Refund Policy for full details.
4. Shipping & Tracking
Where does my order ship from?
Defwear may use different fulfilment centres depending on:
- Product availability
- Inventory location
- Your delivery destination
- Logistics arrangements
For this reason, the shipping origin may vary between orders or products.
Does Defwear ship to my country?
Shipping availability depends on your delivery destination.
The countries and regions currently available for delivery will be displayed during checkout.
What are Defwear’s shipping fees?
Our current shipping options are:
Standard Shipping: £3.99
Express Shipping: £8.99
Free Standard Shipping on orders of £69.99 or more
The applicable shipping method and charge will be shown at checkout before payment is completed.
How long does shipping take?
Our estimated delivery schedule is:
Order Processing: 3–7 business days
Standard Shipping: 15–20 business days
Shipping Fee: £3.99
Express Shipping: 7–10 business days
Shipping Fee: £8.99
Free Standard Shipping: Available on orders of £69.99 or more
Estimated total delivery time is:
Processing Time + Shipping Time
Delivery estimates may vary because of carrier operations, public holidays, customs procedures for international shipments, severe weather or other circumstances outside our reasonable control.
Where no different delivery period has been agreed with the customer, UK distance-selling rules generally require goods to be delivered without undue delay and within 30 days of the contract being made.
If your order is significantly delayed, please contact:
How can I track my order?
Once your order has been dispatched, we will normally send you a shipping confirmation email containing tracking information.
You can use your tracking number through the Track Order page on Defwear or through the relevant carrier's tracking service.
Tracking information may take some time to appear after the parcel has first been handed to the carrier.
I haven’t received a shipping email or tracking number. What should I do?
Please first check your:
- Spam folder
- Junk folder
- Promotions folder
Tracking information is normally provided after dispatch.
If your order appears to have been dispatched but you still have not received tracking information, contact:
and include your order number.
Why hasn’t my tracking information updated?
Tracking information may not update at every stage of transit.
This may happen when:
- The parcel is moving between logistics facilities.
- The shipment is travelling between countries.
- The local carrier has not yet scanned the parcel.
- Tracking systems are experiencing a delay.
The local carrier may also display information in another language.
If tracking has not updated for an extended period or the status is unclear, send your tracking number or screenshot to:
Why did my order arrive in more than one package?
Products in the same order may occasionally be shipped separately because of:
- Different inventory locations
- Product availability
- Different processing times
If this happens, you may receive several parcels and more than one tracking number.
One parcel may arrive before another.
Tracking says “Delivered,” but I can’t find my package. What should I do?
Please first check:
- Your entrance or doorstep
- Your mailbox
- Parcel lockers
- Reception or front desk
- Property management
- Members of your household
- Any safe place specified for delivery
- A neighbour who may have accepted the parcel
If you still cannot locate the parcel, contact service@defwear.com with your:
- Order number
- Tracking number
- Delivery address
- Any relevant tracking screenshots
We will review the delivery information and assist you with the next steps.
Where Defwear arranged the carrier, UK consumer law generally keeps the risk with the trader until the goods come into the physical possession of the customer or another person nominated by the customer. An exception can apply where the customer independently chooses a carrier that was not offered by the trader.
Still Need Help?
We’re here to help.
If your question is not covered above, please contact the Defwear Customer Service Team:
For questions about an existing order, please include your order number so that we can assist you more efficiently.
- Choosing a selection results in a full page refresh.