FAQs

FAQs

Pre-Sales Questions

What is your returns policy?

All products must be returned within 28 days of receiving, in a new and unused state, in perfect condition, with all protective materials in place and the Hawes & Curtis tags attached to them. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way.

For example, we will not accept the following circumstances:

  • The item(s) have been used, worn, damaged or washed.
  • The item(s) have been altered from their original condition.
  • The item(s) have been returned after the 28 day window.
  • The Hawes and Curtis tags are not attached to the item(s) or haven’t been returned. Please note that the Hawes and Curtis tags constitute as an integral part of each product.
  • Protective materials have not been returned e.g. shirt packaging such as clips and shirt board.


  • Shoes
    When trying on shoes, stand on a carpeted surface to protect the soles. Please return all items including the dust bag and shoebox. The shoebox forms part of the product and should remain intact by placing in outer packaging when sending back to us, otherwise it will not be accepted.

    Colours
    We have made every effort to display the colours of our products that appear on Hawes & Curtis as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a colour will be completely accurate.

    Non Refundable items
    Due to hygiene reasons, we do not provide refunds for certain products such as hats, facemasks, underwear and socks.

    Exchanges
    Please note that you can only exchange for the same item(s) in a different size. If your exchange size is not available, we will refund your item(s). If you would like a different item as an exchange, please place a new order.

    Do you offer NHS/Key Worker discount?

    Yes, we do. Follow the link below to access your discount and verify your key worker status.

    Key Worker Discount

    How to get a refund or exchange - UK

    We aim to please with every order from Hawes & Curtis but realise that sometimes you can change your mind; Find our Full Returns Instructions Here.

    How long do I have to return?

      Once you have received your order from us, you will have 28 days from the delivery date to decide and return your item(s).

    How much do returns cost?

      All Hawes and Curtis UK returns are subject to a small handling fee (£3) using our returns courier options, which will be deducted from your refund total.

    Can I return items after the returns period?

      Unfortunately, if you return items outside of the 28 day period (with the exception of faulty or damaged goods), we have the right to decline your refund. This may result in your purchase being returned to you, where you may be charged the delivery fee applicable to the products and your location.

    My return tracking shows you received the item(s) that I sent. When can I expect my refund or exchange?

      UK Customers: Please allow us 10 working days from the date we received your returns to process your request Note: Once we have processed your return, we will send you a confirmation e-mail regarding your refund or exchange.

    Tracking your return for a refund or exchange

    - To track your return status please follow the link here. Hawes & Curtis can not be held liable for returns lost within the postal network before reaching our returns facility.

    - Please allow 10 working days (UK) or 21 working days (Rest of the World) for your return to be received and processed.

    - Please note that during sales periods the treatment of both domestic and international returns takes longer than usual.

    - Once we have processed your return, we will send you a confirmation e-mail regarding your refund or exchange.

    - If you have not received confirmation after the above time, please check your spam/junk folder.

    - If you have not received your refund, your card may have expired. We will e-mail you directly regarding this.

    Can I return my order to any Hawes & Curtis store?

      Yes, you can return both online orders and in-store purchases to any Hawes & Curtis store free of chragre. Please note that refunds are processed once the item has been returned to our Distribution Centre by the store. This can take between 5-7 working days. Please obtain proof of the return from the store and retain it until the refund is complete. Exchange requests will be processed in our Distribution Centre if your items are not available in store. Returns to the Edinburgh store will take 10-14 working days to be processed.

      Please Note: Altered trousers cannot be returned. *Croydon is an Outlet Store which is unable to accept non outlet store & online returns due to stock availability.

    Returning items from a Multi-Buy or using a Promo code?

      If at the time of ordering, any items were part of a Multibuy promotion or contained a promotional discount code, these will be taken into account and you will be refunded the full price of individual items at the time, if they differ from the original selling price. Please refer to our Terms and Conditions for full details on our Returns Policy.

    Can I return altered items?

      We do not accept any altered items – such as tailored suit trousers – for refunds or exchanges. We would recommend you ensure that you are are completely satisfied with any of our products before any alterations are done.

    I no longer have the original packaging my order came in. Can I still return my order ?

      We require all returned goods to be sent with the correct packaging in re-sellable/intact condition, as these remain part of the product. We reserve the right to refuse any return which is not packaged with the original materials and complies with our guidlines.

    Can I return an item I have washed?

      No, we can only accept products that adhere to our Returns Policy: Items must be in their original condition, with all protective materials in place and the Hawes & Curtis tags attached to them. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way.

    Payment Questions

    How can I pay for my order? Can I use a gift card?

      Hawes & Curtis accepts payment made by Visa, MasterCard, Maestro, American Express, Discover, Diners, JCB and UnionPay cards. You may also pay with PayPal or Amazon Pay in all our websites. Unfortunately, gift cards cannot be redeemed online.

      Payment Methods
      UK: Amex, Discover, JCB, Mastercard, UnionPay, Maestro, Visa, PayPal & Amazon Pay
      USA: Amex, Diners, Discover, JCB, Mastercard, UnionPay, Maestro, Visa, PayPal & Amazon Pay
      AUS: Amex, JCB, Mastercard, Maestro, UnionPay, Visa PayPal & Amazon Pay

    My promo code is not working?

      If your promo code is not working, please check the following:

    • 1. You are entering the correct promo code
    • 2. The item (s) you're ordering is (are) included on the promo code
    • 3. The terms and conditions for any exclusions
    • 4. The end date of your promo code (if any)
    The payment page timed out, did my order go through?

      If your order has been successful and we have taken payment, you will receive an order confirmation email from us shortly after.

      If you are unsure or believe the order has gone through but you have not received an email, please contact our Customer Service Team at customerservice@hawesandcurtis.com who will be able to assist you.

    Do you offer student discounts?

    Order

    Where is my order?

    Please check the tracking information provided to you on the dispatch confirmation email. If you have not received this, please contact Customer Service at customerservice@hawesandcurtis.com

    Can I cancel my order?

    Please note that during sale periods we are unable to cancel or change orders. This is to ensure quick dispatch of all orders. Unwanted or incorrect items can be returned to us for an exchange or refund.

    Yes, you can. However, once the order has been marked as dispatched, we can no longer cancel it. Kindly return your order to us for a refund. Once your order is accepted, it will be processed as soon as possible. As such, we are usually unable to cancel or make any changes to your order. If you would like to amend or cancel your order, please contact us as soon as possible. If we have already dispatched your order, please return the unwanted item(s).

    If you have ordered suit trousers and we have started the alteration process, this order cannot be cancelled or refunded.

    Order Amendments & Cancellations
    Once your order is accepted, it will be processed as soon as possible. As such, we are usually unable to cancel or make any changes to your order. If you would like to amend or cancel your order, please return the unwanted items for a refund or exchange. Note: We are unable to merge your orders into one order.

    Can I change the address on my order?

    Please contact Customer Service at customerservice@hawesandcurtis.com as soon as possible. Once your order is shipped we can no longer amend your address.

    Can I change the size or cancel 1 item from my order?

    Once your order is accepted, it will be processed as soon as possible. As such, we are usually unable to cancel or make any changes to your order. If you would like to amend or cancel your order, please contact us as soon as possible.

    If we have already dispatched your order, please return the unwanted item(s) for a refund or exchange. If you have ordered made-to-measure suit trousers, we are unable to change the size if we have started the alteration process.

    Can I add an item to my order?

    Unfortunately not, we are unable to add an item to your existing order.

    I did not receive any confirmation email. Did my order go through?

    Once your order is confirmed, you will receive an email confirmation from us. Kindly check your junk / spam folder before contacting us.

    If you have not received this, please contact Customer Service at customerservice@hawesandcurtis.com

    Where is my order?

    Please check the tracking information provided to you on the dispatch confirmation email. If you have not received this, please contact Customer Service at customerservice@hawesandcurtis.com

    I can’t collect my parcel within the given time frame. Can you keep it in store for an extended period of time?

    No problem at all!

    Please contact the store directly who will be happy to help with your request. Alternatively, please email us at customerservice@hawesandcurtis.com and we will make the arrangement for you.

    Contact Stores

    Post-sales questions

    How can I check the status of my Return?

    To track your return status please follow the link here.

    Please Note: Hawes & Curtis can not be held liable for returns lost within the postal network before reaching our returns facility.

    Where can I download the returns label?



    UK: Start your return process here
    EU and International Customers: Start your return process here

    Can I return my order to any Hawes & Curtis store?

    Yes, you can and it is Free. Refunds are processed once the item has been returned to our Distribution Centre by the store. This can take between 5-7 working days. Please obtain proof of the return from the store and retain it until the refund is complete. Exchange requests will be processed in our Distribution Centre if your items are not available in store.

    Please Note: Returns to the Edinburgh store will take 10-14 working days to be processed. *Croydon is an Outlet Store that is unable to accept non-outlet store & online returns due to stock availability.

    Note: Altered trousers cannot be returned.

    My return tracking shows you received the item(s) that I sent. When can I expect my refund or exchange?

    UK Customers: Please allow us 10 working days from the date we received your returns to process your request.

    EU and International Customers: Please allow us 21 working days to process your request.

    Product Questions

    Do you still make St. James Slim Fit shirts?

    Yes, we do. All our relaxed slim fit shirts are St. James shirts.

    General Questions

    Do you offer alterations on shirts and suits?

    No, we don't. Alterations of shirts and suits are done in selected stores. Please contact the store directly for further information about this service.

    Our suit trousers are sold unfinished and must be altered to ensure the best fit. Please note that altered suit trousers cannot be returned for refund or exchange.

    Do you offer customisation on shirts and suits?

    Unfortunately, we don't.