Delivery & Returns Information
Delivery & Shipping
Due to the ongoing outbreak of COVID-19, orders for outside of the UK could experience delays. We kindly ask that our customers consider the delivery feasibility in their local territory before ordering.
Our distribution centre is working as usual but please bear with us in any delays during this challenging time.
We endeavour to process all UK orders within 3-5 working days of an order being placed, standard UK shipping is £10.
During Sale periods please be advised that delivery time is longer than usual. Please allow 10 working days from order confirmation.
FREE delivery with orders over £350 for all UK orders.
No, we have needed to increase the delivery charge slightly to mitigate the surcharges in relation to Brexit and COVID-19.
However, the total you pay when you complete your order already includes all duties and taxes owed to local authorities.
You would not need to pay any further fees when the package is delivered.
We ship internationally and offer free UK shipping with orders over £350.
Shipping Cost & Delivery Times:
EU | £ 35.00 | 3 - 5 working days
USA & Canada | £ 40.00 | 7 - 10 working days
Rest of World | £ 45.00 | 7 - 10 working days
The total you pay when you complete your order already includes all duties and taxes owed to local authorities.
You would not need to pay any further fees when the package is delivered.
Our primary courier is UPS and our shipping times are 3-5 working days within the UK & Europe, between 7-10 days for other destinations.
Returns
With the safety of colleagues and customers in mind, we have decided to extend our returns policy to 60 days from the date of purchase until further notice.
Please note that once we receive your return, we will be quarantining the parcel for 72 hours for the safety of our staff. Therefore, the processing of your refund is delayed by 72 hours. Once processed returns can take up to 14 days to be seen in your account.
Should you have any further enquiries please contact Customer Services
We are unable to accept online order returns in store.
If you wish to return a full price item for any reason within 60 days of purchase, please return to:
Gieves & Hawkes | Unit J7, Abbey Farm Commercial Park, Southwell Road | Horsham St Faith | NR10 3JU
Returns outside of the 60 day period may be accepted only at our discretion but will only be refunded as credit in the form of a promotion code that will be redeemable online only.
All goods are to be returned unused, in their original packaging with all labels and garment tags still attached. Any garments returned in an unsellable state will be returned to the customer and the refund will not be processed. This does not affect your right to return faulty goods.
It is the responsibility of the customer to pay for all carriage and costs incurred when returning goods. We would recommend that you return the goods with a delivery service that insures you for the full value of the goods as Gieves & Hawkes cannot take responsibility for any items lost without proof of delivery.
We will only refund the value of the goods returned, no carriage will be refunded unless previously agreed by a member of our Customer Services team via email. Refunds can only be issued to the card used to purchase the goods and will be refunded within 5 days of receipt of return during non-sale periods.
We are unable to accept online order returns in store.
We have extended our returns policy on all orders to 60 days. If you wish to return a sale price item for any reason, you must return the goods within 60 days of the date we email confirmation of shipment to:
Gieves & Hawkes | Unit J7, Abbey Farm Commercial Park, Southwell Road | Horsham St Faith | NR10 3JU
Returns outside of the 60 day period may be accepted only at our discretion but will only be refunded as credit in the form of a promotion code that will be redeemable online only.
All goods are to be returned unused, in their original packaging with all labels and garment tags still attached. Any garments returned in an unsellable state will be returned to the customer and the refund will not be processed. This does not affect your right to return faulty goods.
It is the responsibility of the customer to pay for all carriage and costs incurred when returning goods. We would recommend that you return the goods with a delivery service that insures you for the full value of the goods as Gieves & Hawkes cannot take responsibility for any items lost without proof of delivery.
We will only refund the value of the goods returned, no carriage will be refunded unless previously agreed by a member of our Customer Services team via email. Refunds can only be issued to the card used to purchase the goods and will be refunded within 5 days of receipt of return during non-sale periods and 10 working days during sale period. It can take up to 10 working days for your bank to complete a refund and can vary between card issuers; we are unable to affect this.
If you wish to return or exchange your Click-and-Collect order you may do so by returning the package to the store from which you collected it, or by sending it to our warehouse:
Gieves & Hawkes | Unit J7, Abbey Farm Commercial Park, Southwell Road | Horsham St Faith | NR10 3JU
Click-and-Collect orders returned direct to the warehouse must be mailed at the customers’ expense and shipping costs will not be refunded.
Full price orders must be returned within 30 days and sale or outlet orders within 15 days. Any returns outside of this period may be accepted at our discretion.
Cancelling an Order
We endeavour to process all orders within 5 working days of an order being placed so it is sometimes not possible for us to stop an order being delivered that has already been despatched.
Should this happen then is the responsibility of the customer to ensure that the goods are returned within the guidelines below.
Should you wish to cancel an order or have any further enquiries please contact by email Customer Services
Due to high levels of orders during Sale periods such as Black Friday and Christmas Sale, we are unable to cancel orders.
Should this happen then is the responsibility of the customer to ensure that the goods are returned within the guidelines below.
Exchanges
If you wish to exchange an item please contact Customer Services by emailing customerservices@gievesandhawkes.com. We can assist you with alternative sizes, colours and let you know availability of the newly required product.
You will be asked to return the unwanted item with a note stating the new size or colour required. We are unable to despatch the required item until we have received the product you wish to return and will only exchange goods at the value paid at point of purchase.
All exchanges should be returned to us within 30 days from the date that we email confirmation of shipment.
At this point we are unable to action online exchanges within any of our retail stores.
All exchanged goods are to be returned unused in their original packaging with all labels and garment tags still attached. Any garments returned in an unsellable state will be returned to the customer and the exchange will not be processed. This does not affect your right to return faulty goods.
It is the responsibility of the customer to pay for all carriage and costs incurred when returning goods for exchange but we will not charge additional delivery on the shipping of the new product within the EU. If you are based outside the EU it is the customer's responsibility to pay any duties, taxes or brokerage fees on the delivery.
During sale periods we are not able to hold items for exchange so would suggest that if you wish to purchase an alternative size or colour you purchase this online while it is available and then return the unwanted item within the guidelines explained in our "Returning a Sale item" section.
None of the above terms affect you statutory rights or your rights under Consumer Protection Regulations.
Payments
We accept the following forms of payment for online payments:
Visa
Mastercard
Maestro
American Express
Apple Pay
Google Pay
Shop Pay
PayPal
Contact Us
For any further information, please email customerservices@gievesandhawkes.com
Our customer service department is open between 9am - 5pm Monday to Friday.
We endeavour to answer all enquiries within 48 hours.