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FREE STANDARD DELIVERY ON ALL ORDERS - ENDS MONDAY Free UK delivery on all orders over £75 Student Discount

SHOPPING ONLINE

What are the accepted payment methods?
Customers in the UK can pay using Visa Credit, Visa Debit, Visa Electron, MasterCard, Maestro & American Express cards and your payment card will be charged upon completion of the online checkout process. At present, customers located outside of the UK must pay using PayPal. Irrespective of your location, if you have an Apricot online gift voucher you can also use this to pay either part or all of your balance.

Accepted payment cards

You can also pay online via online store credit, if you have a balance. To redeem your online store credit please ensure that you are logged into your online account before adding items to your basket. Once items are added to your basket, any online store credit balance you have will automatically be deducted from your order total.

If you've already paid for item(s) and we can't deliver for any reason, we'll give you a full refund - take a look at our returns policy (link opens in a new window) for full details of our refunds process.

For your extra protection when shopping online, Apricot uses 3D Secure; the Verified by Visa (VbV) security programme from Visa, and also the SecureCode system from MasterCard. VbV and SecureCode let you create your own personal password to use as an extra security measure for any online Visa or MasterCard payments you make. You can check the Visa or MasterCard websites for more details at www.visa.co.uk and www.mastercard.co.uk (both links open in a new window) or phone your bank for more assistance or information.

We are currently unable to accept payments via Solo, Diners Club, JCB, concession store cards and gift vouchers (these include New Look, House of Fraser, Debenhams, Outfit & Beales) or from Apricot store credit notes and store gift vouchers.


Can I call and place an order over the phone?
Unfortunately, we are unable to accept orders over the phone. However if you wish, you are able to order in our standalone stores.


Do prices include VAT?
All of our products and service prices that are subject to VAT (Value Added Tax) will be charged at the current rate of 20%. If you are placing an order from Jersey, we can refund the VAT amount back to your original payment method once you have placed your order. So that we can arrange this for you (where applicable) please contact our customer services team through your Apricot online account, so that a member of our team can assist you in rectifying the issue(s) present with your order or item(s) within it. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts, once your order has been confirmed.


Can I make changes to an order once it has been placed?
In most circumstances it is not possible to make changes to your order once it has been placed as we begin processing these very quickly as they are received. If you wish to add more items to your order, the quickest and simplest way to do this is to place a seperate order for these additional items.

If you would like to change the details of the delivery address specified when placing the order, please contact our customer services team as soon as possible, you can do this either by emailing us on [email protected] or by raising a customer services ticket within your account. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts. It's really important that you let us know of any inaccurately provided delivery address information as quickly as possible so that we can ensure your order is updated and that you receive your items at the desired location! Please ensure that you include your name, your order number, your phone number and your email address in your email or support ticket to us. These details will help ensure that your query is handled as quickly as possible.

If your order has already been processed or delivered to you, you will need to follow our online returns policy (link opens in a new window) in the event of receiving any unwanted or unsuitable item(s).


Can I cancel an order once it has been placed?
If you wish to cancel an order after it has been submitted, please login to your online account and contact a member of our customer services team through the ticketing system. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts. Please be aware however if your order has already been processed, we are unable to cancel it. In this instance you may return your item(s) to us using the form included in your package alongside your items, in accordance with our online returns policy (link opens in a new window). This does not affect your statutory rights.


Can I add additional items to an order once it has been placed?
Unfortunately not. We are unable to add additional items to an order on your behalf. If you wish to purchase additional item(s), the quickest and simplest way to do this is to place a new, seperate order for these.


How secure is your website?
Apricotonline.co.uk is as secure as it possibly can be. The information that you provide us is stored securely using 128 bit SSL encryption technology powered by Comodo (link opens in a new window). This technology is the most advanced security that is currently available for online shopping and transaction processing.

Comodo Secure

Why has my payment card been declined?
If you are having any payment issues relating to Verified by Visa, MasterCard SecureCode, PayPal or any other payment method related issue, please contact your card issuer directly for more information.


Why has my order been cancelled?
Occasionally, items sell out very quickly. Sometimes when this occurs the number of customers purchasing an item at that time outweighs the number of units available. Should this happen, we always aim to contact you within 24 hours to advise you of the status of your order.


Can I order from overseas?
Yes! We are based in and post from the UK; all of our current delivery destinations and postal charges can all be found on our delivery information page (link opens in a new window).


I'm unsure if my order went through correctly; can you check if it has and if I've been charged?
If you have any questions about your order, contact our customer services team via the ticketing system within your account. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts.


Can I find out if/when more stock of an item is arriving?
Some of our products sell out very quickly; some may be limited editions whereas others may return to stock at a later point. If you have any queries about a product and wish to know if it is likely to come back into stock, contact our customer services team via the ticketing system within your account. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts.


I have received my order, however something is missing?
Please accept our sincere apologies if anything is missing from your online order. We always strive to ensure that you receive your items right first time, every time; however occasionally human errors can be made. Please contact our customer services team via the ticketing system within your account. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts. Alternatively, you can send us an email on [email protected]. Please ensure that you include your order number and name within your message.


I received an order confirmation email; followed by an email explaining that item(s) were unavailable. Why?
Unfortunately, if an item has low stock availability and multiple shoppers have the same item in their basket at the same time, some customers may fully complete the checkout process faster than others. This can result in an item being ordered when in reality, it has just sold out. We sincerely regret any inconvenience in the rare cases where this does happen and we will fully refund any item(s) within an affected order accordingly.


I received a faulty or incorrect item in my order. What now?
However you shop with Apricot, we always strive to ensure that our garments are of the highest quality and reach you in perfect condition. On occasion despite our best efforts, this may not be the case. Please accept our sincerest apologies if you have received a faulty or incorrect item from us. Please refer to the purchase methods below and let's get you some help!

If you have received a faulty or incorrect item from us please contact our customer services team through your Apricot online account, so that a member of our team can assist you in rectifying the issue(s) present with your order or item(s) within it. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts.


I placed an order which has now been refunded. Why?
All items are subject to availability. In the unlikely event that all items within your order are out of stock at the time our team attempt to pick them at our warehouse, we will inform you of this and refund the order back to your original payment method as soon as possible. If we find that some of the items are out of stock at the time of picking, we will notify you by email that the items have been refunded, and the rest of your order will be dispatched to you.


How do I set up an Apricot online account?
To set up an Apricot online account takes less than a minute. You can set one up right now by clicking here.


DISCOUNTS

Do you offer student discount?
Yes! We're pleased to offer a 10% OFF student discount online as well as in Apricot standalone stores. Claiming your discount is slightly different depending how you shop with us, please follow the steps below...

Online:
We work closely with "StudentPass" to offer student discount online. To claim, simply visit apricotonline.co.uk/student-discount and follow the on-screen prompts to confirm your eligibility and get your unique discount code. Once you have this, simply enter it when you view "My Shopping Bag" online where your discount will be applied to your order. Full terms and conditions can be found here.

Apricot Store:
Present your valid student identification at the checkout in store.

Apricot Concession:
Each concession host store has their own offering and rules regarding student discount. Please check with the concession host store themselves for the latest information. You can find your nearest concession location by clicking here (link opens in new window).


Can I use more than one voucher or discount code when placing an order?
No, only one discount code or voucher can be used per online order. This includes all discount vouchers and delivery vouchers as well as gift vouchers. If you have more than one to use, we recommended selecting the one that works out best for you and using that towards payment for your order; or alternatively, where possible, placing more than one order in order to utilise more than one discount code or voucher.


My order totalled £75 or more, why was my delivery not free?
There are a few possible reasons for this, please check the explanations below to see if these resolve your issue in the first instance. If you are still unable to get this offer to successfully apply to an applicable spend afterwards, please contact our customer services team via the ticketing system within your account. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts.

Possibility One:
An alternative delivery option may have been selected within your shopping bag or at checkout. The "free UK delivery on orders of £75 or more" offer only applies to our standard delivery service. This is the service that usually costs £3.99 and is selected by default when you view your shopping bag. Please ensure that this is the service chosen when you proceed to place your order. Once this is the case, and you successfully qualify for this offer, the delivery charge shown within your shopping bag and checkout will change to £0.00.

Possibility Two:
You may have spent exactly £75 or just over, and then gone on to apply a discount voucher or code to your shopping bag. In order to qualify for this offer, your order must total £75 or more after all discounts have been applied. Once this is the case, and you successfully qualify for this offer, the delivery charge shown within your shopping bag and checkout will change to £0.00.

Possibility Three:
If you are shopping with us internationally, unfortunately this offer isn't available outside the United Kingdom at present. However, we do hope to be able to run a similar offer in the future!


Why doesn't my promotional code work?
Any code that you wish to use needs to be entered into the "Gift Cards & Promo Codes" box on the Shopping Bag page. If you find that a code is not being accepted, please ensure that your order meets any criteria specified by the code and that it hasn't expired. Our promotional codes are case and space sensitive and must be entered exactly as they appear in order to work correctly. All promotional codes can only be redeemed against full price items and not sale items or gift vouchers unless otherwise specified. If you're still experiencing issues and require assistance, contact our customer services team via the ticketing system within your account. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts.


I received a 15% promotional off code for signing up to the email newsletter, why doesn't this work?
When you receive your 15% off voucher code from us it's worth noting that this code is unique to you and can only be used once - so select wisely when shopping! It also only applies to full price items, not reduced price items in sale. If your code has already been used once, or you are attempting to apply it to a shopping bag containing only reduced price sale items - it will not work. If you are applying your code to a mixed shopping bag containing a combination of both full price and sale items, your 15% discount will be applied to the full price items only.


I'm ordering online using a gift voucher. Is there a minimum spend?
So that we can successfully process your order, the total order value must be at least the value of the voucher you are using. For example, if you have a gift voucher which is £10 in value; your order when using this voucher (before delivery charges) should total at least £10.


I placed an order online using a gift voucher, spending less than the voucher value. Where is my change?
If you have placed an order online using a gift voucher and the total amount of your order is less than the voucher's value it is possible to be over-charged. If you believe you have been, contact our customer services team via the ticketing system within your account. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts. They will investigate on your behalf and if this is indeed the case, they will add the change amount due to your online store credit balance for you to use towards your next online purchase.


I placed an order online using a gift voucher. If I later require a refund, how will this be made?
If you place an order online using an online gift voucher as payment and require a refund at a later date, in accordance with our returns policy (link opens in new window), any refund due will be made via online store credit, the balance of which can be used towards your next online purchase. You can check your balance at any time by visiting your online account.


I have been sent an online gift voucher, but the website is saying it's invalid. Why?
Currently we can only accept one gift voucher per order. If you wish to use multiple vouchers, you will need to place multiple orders - apologies for the inconvenience. If you're still experiencing issues and require assistance, contact our customer services team via the ticketing system within your account. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts.

Please note:
At present, gift vouchers purchased in standalone Apricot stores or at our concession locations cannot be redeemed online.


I ordered an online gift voucher, however I cannot find it's claim code?
If for any reason you cannot locate your online gift voucher claim code, contact our customer services team via the ticketing system within your account. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts.


Can I use any Apricot online voucher or code in standalone Apricot stores or concession locations?
At present, all online promotional codes and gift vouchers can only be redeemed via our website (apricotonline.co.uk) and are unable to be used in any standalone Apricot store or concession location. Likewise, store or concession gift vouchers cannot be redeemed online at this time. Gift vouchers for any of our concession partners (such as New Look or Debenhams) cannot be used on our website (apricotonline.co.uk).


DELIVERY

Which courier do you use for deliveries within the UK?
We use Royal Mail for all deliveries within the UK. Our UK standard delivery uses Royal Mail's "Tracked 48" service. Should your order qualify for FREE UK delivery (due to the total value of the items within it being £75 or more), it will be dispatched using our standard delivery service with the usual £3.99 charge waived. Our UK next day delivery service uses Royal Mail's "Tracked Special Delivery" service.


Which courier do you use for international deliveries?
Mostly we use Royal Mail; European (excluding Germany) and American deliveries use Royal Mail's "International Business Parcels Tracked & Signed" service. Orders for Germany are dispatched via DPD, using their "Direct Service".


How long will my order take to arrive?
UK Standard Delivery:
A signed-for service where we aim to deliver within 3 - 5 working days, subject to some exclusions (see our delivery page for details of these).

UK Next Day Delivery:
A signed-for service for the next working day*
• Orders placed before 1pm Monday to Friday: Dispatched the same working day in order to arrive the next working day
• Orders placed after 1pm Monday to Friday: Dispatched the following working day, this means that delivery will usually take two days
• Orders placed after 1pm Friday, or anytime Saturday or Sunday: Dispatched the following Monday (or the next working day in the case of a bank holiday)

* Applicable only to orders placed Monday to Friday before 1pm.

Europe & The USA:
We aim to deliver within 5 - 10 working days

We always work closely with our delivery partners to ensure that these time scales are met, however we cannot guarantee them.


Does my delivery require a signature?
Yes, in all cases. If you are out and there is no one available to sign for the parcel(s) at your chosen delivery address, a calling card will be left by the courier explaining that they are holding your parcel at a local depot, have left this with a neighbour or have left it in your previously-nominated safe place. If a delivery is missed, it is your responsibility to collect the parcel from them or to otherwise rearrange delivery.


Can I change the delivery address of my order?
If you would like to change the details of the delivery address specified when placing the order, please contact our customer services team as soon as possible, you can do this either by emailing us on [email protected] or by raising a customer service ticket within your online account which you can find here. It's really important that you let us know of any inaccurately provided delivery address information as quickly as possible so that we can ensure your order is updated and that you receive your items at the desired location! Please ensure that you include your name, your order number, your phone number and your email address in your email or support ticket to us. These details will help ensure that your query is handled as quickly as possible. Once an order has been processed, we are unable to change the delivery (or any other) details within it.


Which countries do you deliver to?
We deliver to a number of international destinations. Please refer to our delivery page for full details of these. If the desired country is not listed there, unfortunately we currently unable to deliver to that destination. We often review where and how we deliver so do check back again if the desired country is currently unavailable.


Do you deliver to BFPO addresses?
Unfortunately, we are unable to deliver to BFPO addresses at the moment. We're really sorry for this!


Do you deliver to the Channel Islands?
Unfortunately, we are unable to deliver to the Channel Islands at the moment. We're really sorry for this!


Do you deliver to PO Box addresses?
Unfortunately, we are unable to deliver to PO Box addresses at the moment. We're really sorry for this!


Can I track my order?
Orders bound for the UK and internationally (excluding Germany) visit Royal Mail's Track & Trace service by clicking here and entering your parcel tracking number when prompted.

If you do not have your tracking number, login to your online account and contact a member of our customer services team through the ticketing system. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts. They will be able to check the tracking for you and supply you with the tracking code(s) if desired.

Orders bound for Germany, unfortunately we are unable to track these parcels outside of the UK; we aim to deliver these parcels within 5 - 10 working days. If your parcel has not arrived after 10 days, login to your online account and contact a member of our customer services team through the ticketing system. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts.

RETURNS

What is the returns policy for online orders?
If for any reason you are not completely satisfied with your online purchase, simply return the item(s) to us using the postal details below. These item(s) need to be received by us in their original condition*. Once received by us, returned item(s) will be inspected by our warehouse team. Should we be unable to process your refund due to the item being worn, washed or missing any labels, the affected item(s) will be returned to you.

When returning item(s) to us please allow up to 21 days from the day the parcel is sent for your refund to be processed.


Full Price & Sale Items
Full price item(s) & Sale Items can be returned to us in their original condition* within 28 days of you receiving the package. Upon receipt of your returned item(s) you will be refunded via your original payment method. If your order was placed using a debit card, credit card or PayPal account (international customers only) this will be refunded the amount due. If the original order was placed using online store credit or an online gift voucher, your online store credit account will be refunded the total amount due.


What is the returns policy for standalone Apricot stores?
If for any reason you are not completely satisfied with items purchased at a standalone Apricot store, simply return the item(s) to your nearest standalone Apricot store along with your proof of purchase. To find your nearest store location, visit our store locator (link opens in a new window).

Full Price
Full price item(s) can be returned to us in their original condition* within 28 days of the purchase date. Upon return of full price item(s) you will be issued a full refund via your original payment method.

Sale Items
Sale items can be returned to us in their original condition* within 28 days of the purchase date. Upon return of sale item(s) you will be issued with a refund in the form of a store credit note or exchange. Please note, this store credit note is redeemable in standalone Apricot stores only. This cannot currently be used at concession locations or online.


What is the returns policy for Apricot concession locations?
If for any reason you are not completely satisfied with your items purchased from one of our concession locations, simply return the item(s) along with your proof of purchase to the original concession store where your purchase was made. Alternatively another branch of the concession will be able to honour your return assuming you provide proof of purchase.


How do I return an online order?
If item(s) have been ordered online these must be returned to us via the post. At present online orders cannot be returned to our standalone stores or concession locations. To return items by post, simply follow the steps outlined below...

• Complete Your Returns Form
Your returns form comes included with your original package from us. Be sure to include your order number, full name, barcode number of the item(s) being returned and the reason code(s) for return on this sheet. Please remember to place this sheet back into your returns package, as this can be easily forgotten!

• Re-Pack Item(s) Being Returned
All item(s) being returned to us should be in their original condition* and if possible, re-packed in the packaging they were received in. If this packaging is no longer available, an alternative form of packaging may be used to contain your item(s), however this would be at your expense.

• Apply Your Return Postage Label
Your return postage label will be attached to your receipt within your package from us. This label should be placed on the front, of the outside of the package you're returning to us. If you no longer have this label for any reason, please refer to the address shown below as you can write this onto the external packaging manually as an alternative.

• Post Your Returns Package
Take the package you're returning to us to any local post office or courier collection point. Once there, a standard postage fee will be charged by the postal service (please be aware that this expense is your responsibility). The item(s) being returned remain your responsibility until they reach us. For this reason, we strongly recommend that you return any packages using a recorded delivery service and obtain a proof of delivery certificate (or receipt) from the courier or post office used.

If you are missing your returns label for any reason, our returns address is as follows:
(please don't use this address for any correspondence)

Apricot Online
PO Box 1046
Kelaty House
First Way
Wembley
HA9 0JD
United Kingdom


At present Apricot online are unable to accept returns for items purchased from a standalone Apricot store or concession location.

* Unworn, unwashed, with all labels attached and in sellable condition.


How Do I Return A Faulty / Incorrect Item
However you shop with Apricot, we always strive to ensure that our garments are of the highest quality and reach you in perfect condition. On occasion despite our best efforts, this may not be the case. Please accept our sincerest apologies if you have received a faulty or incorrect item from us. Please refer to the purchase methods below and let's get you some help!

Online Purchases (apricotonline.co.uk)
If you have received a faulty or incorrect item from us please contact our customer services through your Apricot online account, so that a member of our team can assist you in rectifying the issue(s) present with your order or item(s) within it. You can log in to your Apricot online account now, by clicking here and following the prompts.

Standalone Apricot Store Purchases
If you have purchased a faulty item from one of our standalone Apricot stores please contact our customer service team by emailing us on [email protected]. In your email message please include which Apricot store the item was purchased from, the barcode of the item and/or a photo of the item, as well as detailing as best as possible what the fault with the item is. These details will help ensure that your query is handled as quickly as possible.

Apricot Concession Purchases
If you have purchased a faulty item from one of our concession locations please contact the store (or chain) where the item was purchased directly. If you are unsure of the concession, it's location or their contact number, you can find their details at either top of bottom of your purchase receipt. To find your nearest concession location now, visit our store locator (link opens in a new window).

At present Apricot customer services is unable to process faulty items purchased from one of our concession locations.


Can I return an item I bought online to a standalone Apricot store?
We are unable to accept online returns at standalone Apricot stores.


Can I return an item I bought online to an Apricot concession location?
We are unable to accept online returns at Apricot concession locations.


Can I return an item I bought at a standalone Apricot store via the online returns process?
We are unable to accept items purchased in one of our standalone Apricot stores through our online refund system.


Can I return an item I bought at an Apricot concession location via the online returns process?
We are unable to accept items purchased in one of our Apricot concession locations through our online refund system.


I have returned my order, how long will it take for my refund to be processed?
When returning item(s) to us please allow up to 21 days from the day the parcel is sent for your refund to be processed.

MISCELLANEOUS

How can I contact customer services?
Customer services are open Monday to Friday - 09:00 to 17:00 GMT.

If you wish to contact a member of the team please raise a support ticket through your Apricot online account, and someone will be more than happy to assist you with regards to your order, items within it or anything else Apricot that you may need support with. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts. Alternatively, you can send your enquiry to [email protected]. Please ensure that you include your name and order number (where applicable).

Regardless of the contact method used, we always aim to respond to queries within 2-3 business days. Also, please note that we are only able to correspond in English at present.


I have seen an item I like, but can't find it online. Where can I look?
We regularly update our website with new lines and additional stock, so do check back if you are unable to find something you are looking for... To help with your hunt, you can use our search box at the top of the site to look for any relevant terms such as colours, garment types and styles to help refine your search. If you know the item's barcode, you can also search using this directly. You can even select from one of our most popular search terms if you are unsure - or feeling adventurous! You can also find an Apricot location near you, just click here.


How can I have my details removed from your mailing list?
We're really sorry you want to leave, however you can do so at anytime by clicking on the "unsubscribe" link at the base of any Apricot Clothing marketing emails you receive. Sometimes these requests can take a few days to process. If you have any problems doing this, please contact a member of the team by raising a support ticket through your Apricot online account, and someone will be more than happy to assist you with regards to your order, items within it or anything else Apricot that you may need support with. You can login to your Apricot online account now, by clicking here (link opens in new window) and following the prompts. Alternatively, you can send your enquiry to [email protected]


What garment sizes and fits are available online?
Our range is generally produced in sizes 8-16, with a few select items also available in 18. Some garments, as well as most accessories are "one size", where this applies it is stated on the details page for the item. Garment fits are "standard" in nature, we don't currently offer petite, plus or tall ranges. Please accept our apologies for this. All sizes are subject to availability.

STORES

Where is my nearest standalone Apricot store or concession location?
Good question! To find your nearest standalone store or concession location, visit our store locator by clicking here.


How can I find out the opening hours of standalone Apricot stores or concession locations?
Each Apricot store and concession location has unique opening hours. To find your nearest standalone store or concession location - along with it's opening hours, visit our store locator by clicking here.


Are standalone Apricot stores and concession locations open on bank holidays?
Most are. However, please check before you travel. Opening hours can be found by visiting our store locator by clicking here.


How can I complain, complement or offer feedback about a store or concession location?
Contact a member of our customer services team on [email protected] who will be more than happy to assist you.

CORPORATE

Where can I find your current vacancies?
Current store and office positions can be found here.


How can I speak with someone regarding wholesale opportunities, media or press queries and or for anything else?
• If you are interested in our wholesale services, please contact [email protected] for further information
• If you are a blogger, journalist or a representative from the media industry and wish to request information, please contact [email protected]
• All other enquires please contact [email protected] and provide as much detail as possible in terms of how we can assist you