Questions our customers often ask us
Here are some of the questions that our friendly customer services team answer every day. If you don’t find the answer to your query here, you can give us a call on 01773 83 6000 or email firstname.lastname@example.org
You can call us from:
8am - 8pm Monday to Friday
9am - 5pm on Saturday
Do you make all your clothes in Derbyshire?
Yes. We’re proud to be a family-run British fashion business based right here in Derbyshire, which is the traditional home of British textiles. Our sewing and knitting rooms are buzzing with skilled people, hard at work using authentic dressmaking skills. We are committed to manufacturing here in the UK and providing education and skills for our local community.
The only items in our collections that we don’t make ourselves are branded accessories, jeans, lingerie, slippers and hosiery. For those ranges, we select only from companies who offer a high level of quality, comfort and fit.
How do you make your clothes?
We do things the traditional way here in our Derbyshire sewing and knitting rooms. A skilled team of over 100 seamstresses, cutters, dressmakers and knitters make your clothes using time-honoured techniques mastered over decades. Nearly all our seamstresses have the practised skills to make a garment in its entirety, from start to finish. In fact, your order will often be made just for you, with an accompanying label that’s proudly signed by the people who’ve made your clothes.
Where do you get your fabrics from?
We select only the finest fabrics and yarns for our designs. Because of their beauty, durability and sustainability, we use natural fibres whenever we can. So you’ll find lots of pure cotton, cosy lambswool, sublime silk and luxurious cashmere in our collections. Every bolt of cloth or skein of yarn must look fabulous and feel comfortable against the skin – and be durable enough to give years of joyful wear.
My item will be specially made for me. What does this mean?
We make your clothes here in our Derbyshire sewing rooms. If your chosen style isn’t immediately available, we will cut and sew your garment – just for you. A member of our friendly customer services team will be in touch to let you know when your order will be sent.
Do you offer an alterations service?
Yes, we offer an alterations service. We will send your item to you to check the size is right for you, before we make any alterations. We can make alterations to most of our designs, although there are some that cannot be altered, such as knitwear. Please be advised that altered garments are non-refundable and we are unable to exchange them.
Which countries does David Nieper ship to?
We offer worldwide delivery. Please see our delivery charges
Why is a style in my catalogue no longer available?
Be assured that if we have fabric available for any style in our current collection, we will always make it for you. But even though we make all our womenswear and nightwear, sometimes we have to discontinue a style due to circumstances beyond our control. This is usually because a fabric or yarn becomes unexpectedly unavailable or is not up to our high quality standards. If this happens, our friendly customer services team will always try to offer you an appropriate alternative.
Do you ever have a sale?
Yes, we do. We have sales and promotions from time to time throughout the year, make sure you are signed up to receive our weekly emails and we will let you know when they are. You can sign up at the bottom of our homepage.
How is my order sent?
Orders in the UK are sent, fully insured, by Royal Mail. We offer worldwide delivery. Please see our delivery charges
Do I need to set up an account to place an order?
No, you don’t. But if you set up an account you can check out faster, view your orders save your favourite designs, as well as your delivery addresses and card details, you can also access exclusive offers and news by signing up to receive our email newsletter.
When will I be charged for my order?
We will never charge you until your order leaves the building. If you have ordered several items that will be sent to you separately, you will be charged for each one as it is sent.
When will I receive my order?
All available items are sent to you through Royal Mail. If your chosen style is still being completed in our sewing rooms, we will let you know by telephone. If your item is being specially made for you, our customer services team will be in touch to advise you when to expect delivery.
Underwear, hosiery and slippers will be sent the next day. If we are awaiting a delivery, our customer services team will contact you.
How do I return my order?
It’s very easy. You can return any item for a fast, no-hassle refund or exchange, free of charge. Please return your clothes in the same condition you received them, with all tags attached, preferably in the same packaging. You’ll find a freepost Royal Mail returns label in with your order, so simply attach it to your parcel and take it to your local post office. It’s a good idea to get a certificate of posting for your records. As soon as we receive your parcel, we will arrange your refund or exchange – whichever you prefer.If ever the quality of an item isn’t quite what you’d expect, please get in touch and let us know. We may be able to refund or replace it for you, even after our standard 30-day return period.
If you are not completely satisfied with the quality of your order, you can return it to us for a full refund at any time. It’s our guarantee of superb quality.
I’ve been informed that my order has been dispatched, but that was several days ago. What should I do?
We are so sorry that you haven’t received your items as expected. Please contact us on 01773 83 6000 or at email@example.com. Rest assured, we will get your order to you as quickly as possible.
Can I cancel or change my order?
Yes, right up to the point of the garment leaving the building. Just contact us as early as possible on 01773 83 6000 or at firstname.lastname@example.org and we will do the rest. If your order has already been sent, you can simply return it free of charge.
I need my order for a specific date. Can you help?
We like to help, so if you have a holiday or special occasion coming up we will pull out all the stops to get your order to you in time. Please contact our customer services team on 01773 83 6000 or email@example.com to discuss your requirements.
Do you sell gift vouchers?
Yes we do. Buy gift vouchers here
You can add a gift message to any order, for free, during check out.
You can also choose to have your order gift boxed at check out, for £5.95.
I’ve forgotten my password. What shall I do?
If you can’t remember your password, we will have to ask you to reset it. Just follow the ‘forgotten password’ instructions on the sign-in page and we’ll send you an email with a link to reset your password.
Is it safe to order online?
We use the most secure method of transmitting your information. We don’t see or store your credit card information; it is processed by a dedicated and security-certified payment processor, which is compliant with Visa and MasterCard security standards.