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A message from our CEO, Rachel Osborne

Dear valued Customers,

These are difficult and challenging times for everyone, and I wanted to write to you personally to let you know some of the things we are doing to respond.

Ted Baker is a global family. Made up of thousands of members, across hundreds of stores in over 50 countries worldwide. Like you, we’re dealing with this time of uncertainty. Together, we’re working hard to keep our global community safe and our loyal customers satisfied, taking our lead from government guidelines and health organisations across our many territories in order to react properly to what is a complex and fast-moving situation.

While we’ve temporarily closed our stores, and inevitably others will follow, we’re planning to keep as many as possible open - for as long as it is safe to do so. We’re taking extra steps to keep our stores clean and have switched to a cashless system to reduce contamination risks. We’re also adapting our store trading hours but are reachable around the clock on our website and social channels.

We have also made some changes to our online services, like extending our returns period from 14 to 60 days as it may take longer for you to be able to return an order. We continue to look at new ways of improving our customer experience online as we make our way through this and are listening to our customers’ needs.

Like everybody, we’re doing all we can to keep things moving. We’re learning day by day what the best course of action is but imagine there will be a few stumbles along the way. We ask you to bear with us and really do appreciate your patience and understanding during this time.

For now, stay tuned to our social channels, join the conversations and let us know what else we can do in the upcoming weeks. Now more than ever we want to take your minds off the challenges we are all facing. And whilst our stores remain closed, our community is always open.

Stay safe and remember, we’re all in this together.

Rachel

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Our statement

Here at Ted, we’re keeping a close eye on how the coronavirus pandemic develops across the globe. As the situation unfolds, we’re committed to prioritising the wellbeing of our employees and customers.

Ted doesn’t usually do things by the book, but on this occasion, we’re sticking to the rules. On the advice of health officials and the World Health Organisation, we’re stepping up our efforts to minimise the risk to our local and global communities. From working from home and limiting travel, to maintaining stricter hygiene routines, we’re taking our responsibility seriously.

We pride ourselves on impeccable service but anticipate deliveries and other queries may take a little longer than usual. Like everybody, we’re doing our best under trying circumstances and ask you to bear with us.

As always, we’re grateful for your loyalty and look forward to seeing you in-store soon. In the meantime, www.tedbaker.com remains open for business. Please email us or reach us via live chat if you want to get in touch.

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Store closures

We’re stepping up our efforts to minimise the spread of coronavirus to our local and global communities, and sadly that starts with the temporary closure of all of our stores. We will be keeping our online store locator, up to date.

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How long will my order take?

Here at Ted, we’re working around the clock to keep our online services ticking over smoothly. To ensure the safety of our team members, deliveries may take slightly longer than usual but we will aim to get your order to you as soon as possible.

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Returns extension

During this period of uncertainty, we’re extending our returns policy from 14 to 60 days.

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Refunds and Exchanges

In order to maintain the safety of Ted’s warehouse staff our online returns processes will be much more stringent to ensure maximum care is taken when processing inbound parcels. Fear not, you will receive an email once your order has been checked in – and a further email to confirm your refund/exchange has been processed.

This safer procedure might take us a little longer than you are used to but will still be completed within our usual 14-day window.

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I made a purchase in a Ted Baker standalone store, which is now closed. Can I post it back for a refund?

As we have recently made the decision to close a large proportion our stores to help battle the Covid19 epidemic Ted has extended his returns policy from 14 to 60 days globally to help allow for this.

We are unable to accept in store purchases back at our warehouse or any concession partners. Once your local store re-opens you will have the opportunity to make your return then.

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What measures are Ted Baker taking to sanitize the distribution centre for the safety of employees and customers?

Ted is following the advice of the Government and World Health Organisations. We have put strict measures into place within our warehouse to ensure your order arrives not only swiftly - but also safely. As well as ensuring safety steps are taken for all of our employees.

Some of the measures we have put into place are;

  • Wearing of gloves is mandatory
  • Enforced and monitored social distancing at all times
  • Extra breaks have been given to enable more frequent hand washing and sanitization
  • Spaced out working areas to remove any opportunity of people groups or regular interactions
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    What happens when my parcel is out for delivery?

  • All our carriers are now no longer taking signatures for parcels – you will be asked for name confirmation upon delivery.
  • Parcels are no longer passing over by hand and will be left on the floor or a safe distanced area where appropriate.
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    Which delivery options are available to me?

    Please visit our delivery page to see all the up-to-date delivery options.

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    How long will my order take?

    To find up-to-date delivery options, including timings, visit our delivery page.

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    Can I track my order?

    You can – find out how by visiting our track my order page.

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    How do I return my online order?

    It's very simple – visit our returns page for all the information you'll need.

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    How do I exchange my online order?

    Find out how to exchange orders by visiting our returns page and referring to the Exchanges section.

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    Can I return an item without my receipt?

    Please note we can only accept returns and exchanges with proof of purchase, showing that items have been purchased at a standalone store or on tedbaker.com. Proof of purchase can be either the original receipt or a bank statement specifying the purchase.

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    Will I be charged to return my item?

    You can find information on returns options, including any costs, by visiting our returns page.

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    I have sent my online order back. When will I receive my refund?

    Once we've received your order, it can take up to 14 days for your refund to be processed. Don’t worry, you'll receive an e-mail notification as soon as this refund has been issued.

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    I didn't purchase my item directly from a Ted Baker store. Can I still return it?

    All items purchased from third party retailers or concessions must be returned to their original place of purchase. Please be aware a proof of purchase will always be required.

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    My item arrived faulty. How can I replace it with an undamaged one?

    We're very sorry this happened as we always aim to get your items to you in tip-top condition. To replace it with a new one, simply return the item, selecting the faulty returns code for the reason, and contact us at ask.ted@tedbaker.com with your order number so we can get things moving.

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    What size am I in Ted Baker clothes?

    You might have noticed we like to do things a little differently around here – to find your perfect fit, take a look at our size guide You can also find the size guide on each product page, next to the size selection field.

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    How do I cancel my online order?

    We want to send your order on its way to you as quickly as possible, so we have a very short window of 15 minutes to cancel any orders. Call our Customer Service team as soon as possible and we'll see what we can do. See here for all the ways you can get in touch.

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    How do I modify my online order?

    We want to send your order on its way to you as quickly as possible, so we are unable to modify any orders that have already been placed.

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    How can I use a gift card on my order?

    Proceed through the checkout as normal, and when you come to the Payment page, use the gift card option (you can either part-pay or fully pay with a gift card) using the details on your gift card.

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    How can I check the balance of my Ted Baker gift card?

    You can check the balance either online here or by contacting us here. To check online, you’ll need to register, and this ensures your card is protected if lost or stolen.

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    Does Ted Baker offer a student discount?

    Yes, we partner with Student Beans to offer student discount. See here for more info.

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    Does Ted Baker have a refer-a-friend scheme?

    Yes! When you place an order with us, the confirmation page will show an option to refer a friend with Mention Me, as well as the latest reward on offer. Once registered, you can then refer a friend by email or they can simply enter your name at checkout. If your referred friend proceeds to place an online order with Ted Baker for the first time, you will both have the opportunity to earn rewards. On the cart page, your friend should tap the 'Been referred by a friend?' option and enter your details as needed, before placing their order. You'll receive an email with your reward as soon as a friend places their first order.

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    Can I check whether an item has stock in-store?

    Yes – on the product’s page you can use the ‘Check Store Availability’ function to find out if the item is available in your size in a store of your choice.

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    Can I order online to collect in-store?

    Yes, just select the Collect from Store option, instead of home delivery, at the checkout and place your order as normal. You can see more information in the Collect from Store section of our delivery page.

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    Where can I find store information?

    You can find the details of all our stores around the world via the store locator.

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    How do I unsubscribe or update my marketing preferences?

    If you no longer wish to hear from us, please click on the unsubscribe link at the bottom of one of our emails or log into your Ted Baker account and visit the 'Contact Preferences' section.

    If you would like to update your marketing preferences, please click on the 'Update your email preferences here' link at the bottom of any of our emails or log into your account and go to the 'Contact Preferences' section.

    You can also email us on ask.ted@tedbaker.com and we will update your preferences for you. Please note that it may take up to 7 days for any changes to take effect.

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    How does Ted Baker use my personal details?

    Rest assured we take good care of the details you share with us. You can find all the information in our privacy policy here.

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    I'd like to work with or for Ted Baker – how do I do this?

    Great news! Please click the relevant link below to find what you're looking for:

    For all careers opportunities click here.

    For all international career opportunities click here.

    For all international franchise and distribution/agency enquiries click here.

    - In the subject header of your email please quote the product type you produce and your country of production.

    - In the body of the message please include your company profile and supporting documentation.

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    Are Ted Baker beauty and fragrance products vegan?

    Regarding our exclusive With Ted Cosmetics collection, 31 of our lipsticks are vegan. Ted’s eyeliner, liquid liner, several shades of eyeshadow quad and highlighters are vegan too. For the finer details, please speak to a member of Ted’s team.

    All our other beauty and fragrance products are vegan, with one exception – our hairwax contains beeswax.

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    Do Ted Baker use fur, angora hair, or mohair in any of their products?

    No, we have a strict Ethical Code of Conduct and do not use real fur, angora hair, or mohair in any of our products.

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    Gender Pay Report

    Here at Ted, we’re passionate about having a company as diverse as our customer base. Our team members represent more than 68 nationalities worldwide, with 44 in our London HQ alone.

    In terms of gender diversity, we’ve made a number of significant female senior appointment in the past year, but while women are well represented at the very top and in our overall workforce, there’s more work to be done to develop and grow female senior leaders from within.

    When it comes to gender pay, we’ll be completely upfront; there’s an imbalance. We still have a gap between average male and female earnings but we’re taking steps to reduce that - ultimately our aim is to eliminate the gap altogether.

    On 24th March 2020, the Equalities Commission said that gender pay reporting was not compulsory and only around 50% of organisation have shared theirs. At Ted, gender parity matters, and we’re absolutely committed to making progress in a meaningful and practical way. That’s why we’re now sharing our Gender Pay Report with the snapshot date of 5th April 2019 so you can see where we’re at and what action we’re taking.

    Read the Report

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    Who makes With Ted Cosmetics?

    Ted’s partnered with globally-respected cosmetics suppliers to create this exciting new collection. We’ve worked with the best in the business to ensure the quality is up to Ted’s exacting standards.

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    Where are With Ted Cosmetics made?

    Ted Baker has worked with producers in both the Far East and in Europe, developing a luxury range exclusive to Ted. 

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    Are With Ted Cosmetics vegan?

    31 of our lipsticks are vegan. Ted’s eyeliner, liquid liner, several shades of eyeshadow quad and highlighters are vegan too. For the finer details, please speak to a member of Ted’s team.

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    Do With Ted Cosmetics have an expiry date?

    Unopened, the collection has a shelf life of 3 years. Each product has its own expiry date printed on the packaging. 

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    Where else can I buy With Ted Cosmetics?

    With Ted Cosmetics are exclusively available online and in selected UK stores. Visit  www.tedbaker.com for more info. 

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    Is the packaging made from recycled materials?

    All primary and secondary packaging is recyclable and free of acetates. The paper palettes are all recyclable once the powder pods have been removed.

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    Are the makeup brushes synthetic or natural hair?

    All of Ted’s makeup brushes and applicators are made from synthetic hair and sponge and are suitable for vegans. Brushes should be washed regularly to help prevent bacteria.

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    Are With Ted Cosmetics paraben free?

    With Ted Cosmetics are mostly free of parabens. Speak to a member of Ted’s team for more details.

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    Are With Ted Cosmetics tested on animals?

    In line with our commitment to Fashioning A Better Future, With Ted Cosmetics are cruelty free. No product or ingredient used in the cosmetics collection has been tested on animals.

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