Help & FAQs

Account

Getting started is quite easy! Simply select the Account icon on our website, select Create account and fill in the required information. Once that’s done, we’ll send you an email to confirm that your account has been created.

To do this, select the Forgot your password? link on the sign in page. Indicate the email address you used to register with us and we'll send you password reset instructions.

You can also change your password in your account page. While signed in, select the My Account icon on the top right corner of the website. On the My Account page, select Account Details and then Change Password. Indicate the email address you used to register with us and we'll send you password reset instructions.

 

We’re sorry, but that’s not possible as your existing email address is linked to all your account details. If you’d like to use a different email address, then you’ll need to create a new account with us

Yes, of course! Just sign in to your account, select View Addresses and you’re ready to add new details, delete or update old ones.

Plenty! In your Order History, you can select View Order to check in on current order statuses, access your digital receipts and print them.

You can do this by accessing My Account, selecting My Preferences and updating your preferences. You can also select Update your email preferences here at the bottom of any of our emails. Please note that it may take up to 7 days for any changes to take effect.

If you no longer want to receive our marketing emails, you can opt out by selecting the unsubscribe link at the bottom of one of our emails.

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

Covid-19 Update

The safety of our team and customers is key. That’s why we’ve put several COVID-secure measures in place including (but not
limited to) the following:

• Our teams are trained and encouraged to adopt more frequent hand washing and sanitisation at regular intervals throughout the day.

• Our teams are trained and encouraged to adopt more frequent hand washing and sanitisation at regular intervals throughout the day.

• For the comfort and protection of our teams and customers, all store teams have been provided with face masks and visors for optional use.

• Hand sanitiser gel will be available throughout our stores for customer use.

• The store will be cleaned at regular intervals throughout the day. 

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 well-being 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 wearing masks 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.

Delivery

We deliver across the United Arab Emirates - be it in Dubai, Abu Dhabi or Al Ain, we’ve got you covered.

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

Yes! You will get FREE delivery for online orders over AED 200. A delivery fee of AED 15 applies to orders of AED 200 and under.

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

We’ll send you an email when your order has been shipped out. Our courier will also give you a call to arrange the most suitable time to deliver your order.

You can check the status of your order here.

Click & collect

Click & Collect is a free service that allows you to shop on our website and then conveniently collect your order from the Ted Baker Dubai Mall store.

Not at all! Click & Collect is a free service.

We will send you an email to let you know that your order is ready for collection. You can then head to our Dubai Mall store to collect your order.

From the time you receive our email notifying you that your order is ready, you will have 14 days to collect from our store.

You will be asked to present your order number (which you can show through the mail we sent to notify you that your order is ready for collection) and your debit/credit card used for the payment.

Yes, you can send someone else to collect your order for you. To help us make sure that we are releasing the order to the right person, we would need him/her to bring the following:

  • An authorization letter written and signed by you
  • A copy of your valid Emirates ID, passport or driving license
  • The order number (indicated in the order confirmation email we sent you)
  • Valid Emirates ID, passport or driving license of the person collecting
  • A copy or the original card used for the purchase

Returns & exchanges

You've got 2 ways to return your order.

Return through the website

Select Return My Order at the bottom of the webpage. Indicate your order number and email address then select Find My Order. Tick on the item(s) you’d like to return and tap Next. Select your return reason and then Next.

Select how to receive your refund and read the instructions on how to complete the return. Click on Next and you're done. Make sure to note the RMA number on your screen for future reference.

Please note that you’ll also need to send us your IBAN certificate (please contact your bank on how to acquire this certificate.)

Return to store

Simply bring your item(s) for return to the Ted Baker Dubai Mall store, along with your invoice. Click here to check the store's details.

Please note that you’ll also need to send us your IBAN certificate (please contact your bank on how to acquire this certificate.)

Please note that we can only accept returns and exchanges with proof of purchase, showing that items have been purchased at a standalone store or on our website. Proof of purchase can be either your tax invoice or receipt.

We allow exchanges for certain items as long as they meet our exchange terms & conditions.

• Items must be unused, in original packaging and with labels intact.
• All items must be accompanied by official receipt or tax invoice
• The following items cannot be exchanged: jewellery, accessories, swimwear, underwear, fragrance and beauty products.

Items purchased with a voucher can only be exchanged. They cannot be returned/refunded. The value of the items or orders cannot be exchanged for cash.

Return and exchange policy:

• Full-priced products with original receipt may be exchanged within 30 days of purchase (Product should be in its original condition, unaltered, unused with original tags attached.)
• Refund of full-priced and sale products will be permitted within 4 days, with an original purchase receipt upon original form of tender (e.g if original purchase was made in credit card purchases refund will be made through credit card, etc.)
• Sale products with an original receipt may be exchanged within 7 days of purchase
• Refund on Credit/Debit card payments: Note that your bank or card issuer can take anywhere between 2 to 15 additional business days to process these return transactions
• No Exchanges or Refunds will be offered on Jewellery, Accessories, Swimwear, Underwear, Fragrance and beauty products.
• The above policy applies only to products purchased within Al-Futtaim Brands store across UAE.

Once we've received your order/item(s), it can take 2 to 15 additional business days for your refund to be credited to your account, depending on your bank or card issuer’s policy. Don’t worry, we'll send you an e-mail notification when we initiate this refund and your bank/card issuer will do the rest!

Unfortunately, you won’t be able to return it to us. All items purchased from third-party retailers or concessions must be returned to their original place of purchase. Please be aware that a proof of purchase will always be required.

We're very sorry this has happened as we always aim to get your items to you in tip-top condition. You can initiate the return of your item(s) by calling us at 800 233274; we’re available daily, from 9am to 9pm (GST). Alternatively, take your faulty item and your tax invoice to the Ted Baker Dubai Mall store for an exchange or return.

Sizing

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.

Placing an order

When you get to our Thank you page with your confirmed order details, that means that you have completed your order. We will also send you an email to confirm that we have got your order.

Yes, but only if it’s still being processed by us. If you'd like to cancel your order, please call us at 800 233274 as soon as possible and we'll see what we can do.

Payments

You can pay for your items using the following payment methods:

  • Credit or debit card
  • Tamara
  • Tabby

Yes! All prices shown on our site already include VAT.

 

In this case, your refund will be credited to the debit or credit card you’ve used with Tabby. This may take 2 to 15 business days, depending on your bank or card
issuer’s policy.

Stores

Unfortunately, you won't be able to check if your item(s) is in stock in one of our stores. However, we can notify you by email when an item you like comes back in stock on our website. To avail of this service, simply indicate your email address in the email field on the product page.

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

Ethics and the environment

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

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

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

We are very aware of the human and labour rights issues found in many factories so we work closely with our suppliers to continuously improve conditions. All Ted Baker suppliers must sign our Ethical Code of Conduct, which outlines our expectations for conducting responsible business. As part of our due diligence we ask all our factories to conduct annual third party audits and we visit the we ask all our factories to conduct annual third party audits and we visit the factories we work with often. When an issue is found we work with the supplier to resolve it.

No, Ted does not own its factories. We work with over 150 first-tier factories in 18 countries through our partners and suppliers.

Ted is committed to achieving greater supply chain transparency, which includes plans for mapping our ra materials too. Ted has published a complete list of all first-tier factories, where our finished goods are made and shipped from. As part of Ted’s commitment to increasing transparency in our supply chain we are now mapping our supply chain beyond first-tier including subcontractors, mills, tanneries and component suppliers.

There is a growing need for brands, like Ted, from customers, NGOs, campaign groups, to publicly disclose more information about where their products are made, and the steps companies are
taking to be more ethical and sustainable.

This list displays our active first tier factories (where our finished good are made and shipped) and includes key factory information. This list does not cover Ted’s Licensed Products or those used by our joint venture partners. In the future, we aim to include every Ted Baker branded product is made. We strive to disclose the most relevant and accurate data which is correct to the best of our knowledge

• 158 first-tier factories are listed100% of these factories have agreed to the Code and have an ethical audit

• Over 48,000 workers are included in this list

• 70% of these workers are women

Ted’s factory list demonstrates our pledge to greater transparency of our supply chain and will be updated every 6 months.

Our top sourcing countries are China, Turkey, the UK, Portugal and India.

We do not work with any direct suppliers or factories in Xinjiang and do not knowingly source materials from the region. We have worked with The Better Cotton Initiative (BCI) since 2016 who have suspended all field level activities in the Xinjiang region since March 2020, including licensing, capacity building, data monitoring and reporting. This means that there is no BCI accredited cotton available from Xinjiang (cotton harvested before then may still be in circulation). Until the situation changes, BCI will focus on the eastern provinces of China where they have existing programmes in Hubei, Hebei, Shandong and Gansu. We will continue to explore ways to ensure our Chinese supply chain remains free of goods created by forced labour, as well as looking at how we can support our trusted manufacturing partners.

Ted Baker is committed to improving working standards in its supply chains through the application of international labour standards. This includes a commitment to improving standards in those parts of the supply chain which are the most difficult to reach. Historically, the lack of visibility of homeworkers in supply chains, combined with their complicated employment status in many countries, has made them a vulnerable group of workers. We take an open and positive position towards homeworking as one of the first steps in making progress on improving their labour conditions; and to do so helps to prevent driving the practise 'underground' which can have unintended consequences, such as where workers could lose their sole means of income. The vast majority of Homeworkers are women who are balancing paid work with domestic and family responsibilities; few have practical alternatives, and Homeworking provides a valuable income stream for them and their families. We understand it is a complex issue but believe skilled homeworkers are important to the hand crafted, quality nature of many of our products. It is this belief that feeds our commitment to help them improve.
Yes. To further our commitment to ethical trade we joined the Ethical Trading Initiative (ETI) as foundation stage members in November 2020. We aim to integrate ethical trade into the heart of our business and believe working with ETI is essential to achieving this aim.

A carbon footprint is defined as the total emissions caused by an individual, event, organisation or product, expressed as carbon dioxide equivalent. As a measure of greenhouse gas emissions, together with biodiversity, water pollution and use, it forms part of a bigger measure of impact called an ecological footprint. To better manage our emissions, we need to measure them first, so we’re working with external consultants on producing an up-to-date carbon footprint report. This will tell us all about the emissions that come directly from us (for example, from our vans) and those we cause indirectly, like the power used to keep our website running. These are reported as ‘scopes’, defined as:

  • Scope 1: Direct emissions from owned or controlled sources (e.g. gas)
  • Scope 2: Indirect emissions from the generation of purchase electricity, heat or stream (e.g. our electricity consumptions)
  • Scope 3: All indirect emissions (not included in scope 2) that occur in the value chain (farmers and customers, for example) of the company, including upstream and downstream

We are in the process of setting our Science Based Targets which will be in line with the Paris Climate Agreement- we aim to finalise these in 2021.

In the interim we have set targets to:

  • Source 100% FSC certified Carboard packaging by 2022
  • 100% recycled plastic hangers and poly bags by 2025
  • Preference for paper/packaging with high-recycled content, reaching an overall recycled fibre content in our papers/packaging of at least 50% average by 2024

To that end, we already use 100% renewable energy in our UK stores and Ugly Brown Building

As of July 2020, Ted no longer uses Alpaca in our products, this is due to unethical farming practices that have been found in some farms in the world.
As of AW21, Ted Baker has started to use Mohair from the Responsible Mohair Standard, this means all suppliers of Mohair must provide Ted with sustainable fibre certification to confirm that best practice is upheld on the farms when shearing the goats.


Conventional Mohair that is not sourced through the Responsible Mohair Standard remains a banned material for Ted.

A fibre which has a reduced impact on the environment compared to conventional production methods.
This can either be by using:
  • Less water
  • Less energy
  • Less chemical
  • Fewer resources
A sustainable product for Ted is a product that is made of over 50% sustainable materials. These products can be added to the Ted Conscious shop.
Ted recognises that all fibres and materials ultimately rely on the inputs of different resources to be produced, even if they are from more sustainable sources with reduced environmental impact. To be transparent and honest Ted names these fibres as more sustainable, instead of 100% sustainable.
LWG stands for Leather Working Group. The Leather Working Group is a membership organisation made up of brands, suppliers, leather manufacturers and other stakeholders within the leather manufacturing industry. The group has developed an auditing programme which certifies leather manufacturing facilities based on their environmental compliance and performance capabilities. Ted joined the LWG as a brand member in 2020.
FSC Certified cardboard is made from trees or wood that have been responsibly sourced.

The Forest Stewardship Council (FSC) is an independent, not-for-profit, nongovernmental organization established to support environmentally appropriate, socially beneficial, and economically viable management of the world’s forests.

FSC helps take care of forests and the people and wildlife who call them home. The FSC vision is that the world’s forests meet the social, ecological, and economic rights and needs of the present generation without compromising those of future generations.
BCI stands for Better Cotton Initiative. The Better Cotton Initiative is a global not-for-profit organisation that exists to make global cotton production better for the people who produce it, better for the environment it grows in and better for the cotton industries future. Through training and educating farmers in more sustainable farming methods, BCI helps cotton farmers to reduce negative environmental impacts, use less water and harmful pesticides and increase yields.
Canopy is a not-for-profit organisation that works with the forest industry's customers and suppliers to develop solutions that protect endangered and ancient forests. As part of this, Canopy helps companies sourcing materials that come from forests i.e. viscose to understand where their materials are coming from.

The CanopyStyle initiative was launched to address the fashion industry's involvement in sourcing materials that come from ancient and endangered forests.

The Pack4Good initiative supports companies to reduce their paper packaging footprint through the use of smart design, recycled fibres, and by implementing readily available Next Generation Solutions throughout their packaging supply chains.

Ted became a brand signatory of the Canopy Style Initiative and Pack4Good initiative in 2020
In 2020, Ted's most commonly used materials were made from Polyester, Cotton and Leather.
Between now and 2030, Ted has set the following interim targets to make sure we’re continuously working towards 100% of materials to be from more sustainable sources by 2030. These include but are not limited to:
  • 100% of cotton to be sourced as organic, recycled or BCI cotton by 2024
  • 100% of our leather is to come from Leather Working Group or equivalent certified tanneries by 2025
  • 100% of our man-made cellulosic fibres will be from FSC certified forests by 2025
  • 100% of our linen to be sourced as organic or European Flax by 2025