Frequently Asked Questions
Ordering
How do I place an order?
Choose your size, add the item to your basket and go to checkout. Enter your delivery and payment details and confirm. You will receive an order confirmation email straight away, and a separate dispatch email with tracking once your parcel leaves us.
I have not received an order confirmation. What now?
Check your spam or promotions folder first. If it is not there within an hour, email us at info@theseca.com with the name and email address you used and we will look it up.
Can I change or cancel my order after placing it?
Contact us as soon as possible at info@theseca.com. If your order has not yet been dispatched we will usually be able to change or cancel it. Once it has been dispatched you can still return it under our Return and Refund Policy.
Which size should I choose?
Fit varies between cuts and fabrics, and outerwear is worn over other clothes. If you are unsure, email us with the item and your usual size and we will advise before you order.
Delivery
Where do you ship?
We ship to addresses in the United Kingdom only: England, Scotland, Wales and Northern Ireland. We cannot deliver to PO Box or BFPO addresses.
What does delivery cost?
Delivery is free on every order. There is no minimum spend and there are no hidden charges.
How long does delivery take?
We process orders within 2 to 3 business days, and transit takes a further 4 to 9 business days. Total delivery time is 6 to 12 business days. Business days are Monday to Friday, excluding UK public holidays. The order cut off time is 18:00 UK time.
How do I track my parcel?
Your dispatch email contains a tracking number and a link. Tracking can take up to 24 hours to become active. You can also use our Track Order page.
My parcel has not arrived. What should I do?
If the maximum delivery time of 12 business days has passed, email us at info@theseca.com with your order number. We will open an investigation with the carrier and sort it out.
Returns and refunds
Can I return something?
Yes. You have a legal right to cancel within 14 days of receiving your order, and on top of that we give you a 30 day goodwill window to return unworn items. Full details are in our Return and Refund Policy.
What condition does the item need to be in?
Unworn and unused, with all original tags attached and in its original packaging, with your order number or proof of purchase. Trying an item on indoors is fine. Wearing it outside or removing the tags is not.
How do I start a return?
Email us at info@theseca.com with your order number and which items you want to return, before you send anything back. We will confirm the return and send you the return address and instructions.
Who pays for return postage?
You pay the return postage when you change your mind. We pay it when an item is faulty, damaged in transit, not as described, or when we have sent you the wrong item.
How long does a refund take?
We refund to your original payment method within 10 business days of receiving your return. By law we must refund you within 14 days of receiving the goods back, or within 14 days of you giving us proof of postage, whichever is earlier, and we never take longer than that. Your bank or card provider may need a few extra working days to show it.
Do I get my delivery cost back?
Delivery is free on every order, so there is no outbound delivery charge to refund.
My item is faulty. What are my rights?
Under the Consumer Rights Act 2015 you can reject a faulty item for a full refund within 30 days of delivery. After that you can ask for a repair or a replacement, and reject the item if that fails. Email us at info@theseca.com with your order number, a description and photographs.
Can I exchange an item for a different size?
The fastest way is to return the item you have and place a new order for the size you want, so the new item is on its way without waiting for the return to reach us.
Payment
Which payment methods do you accept?
American Express, Visa, Mastercard, Apple Pay, Google Pay, Maestro, Union Pay and Shop Pay. Full details are in our Payment Policy.
Which currency are prices in?
All prices are in pounds sterling (GBP) and include UK VAT where VAT applies.
Will I pay customs or import charges?
No. The price at checkout is the total you pay and there are no additional charges on delivery.
Is it safe to pay on your site?
Yes. Our site uses SSL encryption on every page and our payment providers are PCI DSS compliant. We never see or store your full card number.
Contact
How do I reach you?
Email info@theseca.com or call +44 1223 931472. We are available Monday to Friday, 09:00 to 17:00 (UK time), and we aim to reply within 24 hours on business days. Our full company details are on our Contact page.
Do you have a shop I can visit?
No. Theseca is an online shop only, so everything is handled by email and telephone.
Privacy
What do you do with my data?
We use it to process your order, deliver it and support you, and only for marketing if you have agreed to it. Our Privacy Policy sets out your rights under UK GDPR in full.