FAQs

At Hawes and Curtis we try our best to protect the cardholder and our business against online card fraud.

So, if for any reason you are sent an email asking you to confirm an amount that was refunded to the card you used to pay for an order, this is to ascertain whether you are the rightful owner of the card.

Please co-operate and respond as quickly as possible -your order will not be progressed until we have an answer.

  

At Hawes and Curtis we try our best to protect the cardholder and our business against online card fraud.

So, if for any reason our security team needs to confirm any details relating to your debit/credit card, your address, or your order, you will be contacted via email. Your order will not be dispatched and will be kept on hold until we receive a response from you.

The information that we request will enable us to ensure that you are the rightful cardholder. If we are not satisfied with the information we obtain your order will be cancelled and the money returned.

  

When a customer makes their first order on our website, their account is put through stringent security checks before dispatch of the items. Using the same card therefore for future purchases helps us to process orders quicker without any further security checks being needed

If a different debit/credit card is used for every new order, this could delay you receiving your items as we may need to conduct the security check process again.

  

The security team at Hawes and Curtis need to verify that the card used for the order is registered to the address given on the "billing address" field.

The billing address must appear exactly as it is listed with your debit/credit card issuing bank.

If the billing address entered does not match the debit/credit card then this could delay the order as we would need to conduct thorough security checks before dispatching the order.

  

The Hawes and Curtis website supports secure online transactions through secure socket layer (SSL) technology.

All the data you pass via this website and our secure merchant bank Barclays, such as credit card details or personal information, is protected from interception and tampering by industry-standard Secure Sockets Layer (SSL) encryption technology.

Pages requiring you to enter private information are secured. This means that all information entered on our secured pages is encrypted prior to being sent to us. You will know that you are on a secure page when you see a closed padlock when using Microsoft Internet Explorer or a solid key when using Netscape Navigator. These images are usually found in the lower left-hand corner of the browser.

To check our certificate/security you can do so using one of the following methods:

From your browser when you are within the Hawes and Curtis website

Microsoft Internet Explorer 4 or later versions

Click on the padlock at the bottom right of your browser to bring up the details of this site’s digital ID.

Netscape Navigator

Click on the padlock at the bottom left of your browser to bring up the security information.

Hawes and Curtis does not store credit or debit card numbers online. All personal information provided via our website when purchasing our products is transferred using industry standard PGP encryption and kept confidential by the secure merchant bank, Barclays.

  

VAT stands for "Value Added Tax", which is charged on goods sold by hawesandcurtis.com within the European Union (EU). In accordance with the laws governing members of the European Union, hawesandcurtis.com is obliged to charge VAT on all orders delivered to destinations in member countries of the EU.

In general, VAT is charged in accordance with the local legislation in each member state.

  

VAT is 17.5% and is calculated with this formula =

(Price x 40 / 47)

If you are not required to pay VAT, please use this calculation to work out how much you will actually pay for the items you want.

  

Yes all prices shown on the website are inclusive of VAT. If you are ordering from a country outside the European Union, then the VAT will be automatically deducted just before checkout.  

No. Customers who reside outside of the UK or European Union do not need to pay VAT.

 

  

Customers who wish to send their parcel to an address in any of the member states of the European Union for delivery will have to pay VAT, regardless of their nationality or the country in which they usually reside.

VAT is charged in relation to the country of delivery and not the country of residence.

  

Customers who purchase goods online during their holiday in the UK and have them shipped to within the UK have to pay VAT, regardless of their nationality or the country in which they usually reside.

However, when leaving the country after your holiday you can claim the VAT at the airport. To do this simply take your website order invoice in to any of our stores and fill in a VAT claim form which can then be handed to the "Global Refund" counter at the airport,

Customers whose next destination is within any of the member states of the European Union will not be able to claim their VAT.

  

No. Customers living in the Channel Islands do not have to pay VAT on their order. Kindly select Channel Islands instead of the United Kingdom so that the VAT is deducted at the point of checkout.  

After consideration and a review of the returns policy of other companies we decided to remove the freepost returns option for UK customers in September last year. Please note that Hawes and Curtis do not take responsibility for returning items until they are received by our warehouse, so we would like to ask that you obtain a proof of postage and pay a small fee to insure your items whilst in transit.  

Please allow 5 working days for parcels to be delivered within the UK and 10 working days if outside -subject to payment card authorisation and stock availability.

Some countries, for example Russia and South Africa, can experience delays depending on the regulations of customs protocol and the efficiency of their local postal services.

All dates quoted for delivery are estimated delivery dates only and may be subject to change. We can accept no liability for any loss or damage (whether direct or indirect) for delivery at any time other than the estimated date for delivery.

  

Shipping charges are subject to the weight and destination of the parcel:

UK (up to 5 shirts) = £4.95

Germany (up to 3 shirts) = £6.95

France and USA (up to 3 shirts) = £7.95

Australia and Europe (up to 3 shirts) = £8.95 

Rest of the world - excluding Nigeria & Ghana (up to 4 shirts) = £18.95

Nigeria and Ghana (up to 2 shirts) = £23.42

You will only be charged once per order for delivery despite the number of separate parcels we despatch to you. 

With the VAT reduction on goods purchased from some locations outside of the UK, the total amount of the goods will works out to be slightly less than purchasing in the UK and will be deducted at the checkout.

  

We deliver to an extensive range of countries worldwide and shipping cost may vary. If your country is not included in this list, please contact us - enquiries@hawesandcurtis.com

Australia / Austria / Bahrain / Barbados / Belgium / Botswana / Brazil / Brunei Darussalam / Bulgaria / Canada / Caribbean / Channel Islands / China / Croatia / Cyprus / Czech Republic / Denmark / Estonia / Faroe Islands / Finland / France / Germany / Ghana/ Greece / Hong Kong / Hungary / Iceland / India / Ireland / Italy / Jamaica / Japan / Jersey / Korea / Latvia / Luxembourg / Malaysia / Malta / Mauritius / Netherlands / New Zealand / Nigeria/ Norway / Pakistan / Poland / Portugal / Qatar / Russia / Singapore / Slovakia / Slovenia / Spain / Sri Lanka / Sweden / Switzerland / Thailand / Trinidad & Tobago / Tunisia / Turkey / U.A.E. / Ukraine / United Kingdom / United States

 

 

  

Hawes and Curtis use multiple carriers depending on the weight and destination of a parcel. Our preferred carriers are detailed below.

Inside the UK

In the UK, we use a next day courier service: DPD

Royal Mail Recorded (for smaller packages*)

Outside of the UK

In most cases, your parcel will be handled by your local national carrier, for example, United States Postal Service in the US and AnPost in Ireland.

Goods shipped to Nigeria and Ghana are handled by the courier OCS

*Require a signature. If no one is available to offer a signature, a "while you were out card" should be left by the carrier allowing you to re-arrange delivery at a more convenient time.

  

In the UK, we use a next day courier service. Your parcel should therefore reach you the day after it is dispatched. If you particularly want to ensure that you receive your order by a specific date, please contact us on the below number to enquire and we will try to accomodate you request: dependent on how busy we are. All orders however are subject to security checks before being despatched.

Please contact us before placing your order on +44 (0)207 479 5770

  

Before calling or emailing us, please check the email address that you used when placing your order to see if we have tried to contact you.

Although we do advise that parcels within the UK should arrive within 5 working days and outside of the UK within 10*, delays can occur that are outside of our control. Please allow time for the parcel to be delivered.

If you are concerned about the progress of your order in transit, please us on 0845 456 7949 or 0044 845 456 7949 from outside of the UK.

*Parcels to some international destinations, such as Russia, can take longer than 10 working days.

  

We only allow customers to ship to a work/business address. If you have an order history of over 3 months we will ship to another residential address.  Hawes and Curtis reserve the right to refuse to ship to another address other than the billing address. All addresses are subject to security checks.  

If you are not at home when the courier attempts delivery, they should leave a "while you were out" card.

You can then contact the courier company directly so that you can arrange a more suitable time for delivery, or to collect it from your local depot.

  

If you have not received an item and there is not a note in your parcel detailing why, please contact us by emailing enquiries@hawesandcurtis.com and we will investigate the problem. We video the packing of all our parcels and will come back to you after viewing this footage.

  

It is a legal requirement for Hawes and Curtis to declare the actual value of goods (excluding shipping charges) contained in all packages sent outside the United Kingdom. Shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country.

Additional charges for customs clearance must be borne by you. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from hawesandcurtis.com, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

  

Although we expect most parcels sent to international destinations to arrive within 10 working days of being dispatched, parcels to Russia can take longer. This is due to the speed of the Russian customs and postal service.

A tracking reference is available for all Russian such parcels, so please contact us at enquiry@hawesandcurtis.com to request this. However, the UK and Russian postal systems are not yet fully integrated, so the tracking references may not work.

We apologise for any delays you may exprience and are working on finding alternative delivery channels.

  

You will only be charged once for shipping, regardless of how many parcels we have to send to fulfill your order.  

You can add more items to your order, but you must be quick as we do try to process all orders within a few hours of receiving them. If the parcel is already dispatched then we are not able to add any more items.

We will need to take manual payment over the telephone for any additional items. Please contact us to confirm if your order has yet left but have your card details to hand and your order number to quote.

Please contact our Customer Service team who will be happy to help 0845 456 7949 or 0044 845 456 7949 from outside of the UK.

  

When placing your order if you click on the "pay now" button twice in error, the system may generate two order numbers and your credit/ debit card is likely to be charged twice.

We can usually identify duplicate orders and will automatically cancel the second, processing a refund. However, during busy periods, we kindly request you contact us to cancel the duplicate order.

Please contact our Customer Service team, who will be happy to help on 0845 456 7949 or +44845 456 7949 from outside of the UK.

In the unusual circumstance that you receive two parcels with the same contents, we kindly request you to send one parcel back and we will refund you the full value of the duplicate order, including the cost of shipping.

  

You are welcome to cancel your order but you must be quick as we do try to process all orders within a few hours of receiving them. If the parcel is already dispatched then we are not able to cancel the order.

Please contact our Customer Service team who will be happy to help on 0845 456 7949 or 0044 845 456 7949 from outside the UK.

  

Hawes and Curtis will not deliver to courier or shipping companies without prior consent. Please call 020 7479 5770 before placing your order.

  

 

 

 

Unfortunately we only accept British Pounds - GBP. We will be adding new currencies very soon.

 

 

 

  

All prices shown on our website are in British Pounds - GBP. We are unable to give you an exact conversion rate as it fluctuates often.

Kindly use a currency conversion site to convert. A good site would be www.xe.com

  

If your order total was £100 then Hawes and Curtis will only charge you £100.

It's likely that your card provider will charge you an additional amount if the debit/credit card you've used for the order is not set to pay in British Pounds (GBP).

This is usually called a currency conversion charge and could be a percentage of the total.

Bear in mind also that when purchasing, the price quoted is in GBP and you may be charged in your local currency. Please see a currency conversion site, such as www.xe.com if you are unsure.

  

If your order total was £100 then Hawes and Curtis will only charge you £100. Please note that in the UK we use British Pounds (GBP) and if you've ordered from the US your debit/credit card statement would show the value of the transaction in US($).

As the exchange rate fluctuates often the amount charged by your card issuer will also fluctuate in relation to the exchange rate.

The above example is based on £1 = $2.

  

Please measure from the middle of your shoulder blades down to the wrist of one arm. It is helpful if you bend your arm slightly at the elbow when measuring.   

Please see the section "How To Tie A Tie".  

Please see the section "Garment Care" for each product.  

Promotion codes are only valid for limited periods and not during all price reduction periods or promotions. Please ask us at enquiry@hawesancurtis.com">enquiry@hawesancurtis.com if you are not sure.

  

We have a 3 month returns policy in which time you are welcome to return items for a refund or exchange if they are unsuitable.

Please note that if you are not returning all items bought as part of a bundle offer (for example, "Buy 1 Get 2 Free" or "3 for £75") for a refund, the bundle price will no longer be applicable. The items you do not return will revert to being priced at their original, single amount. As such, we would strongly advise you request an exchange.

  

Please note that Hawes and Curtis do not take responsibility for returning items until they are received by our warehouse, so we would like to ask that you obtain a proof of postage and pay a small fee to insure your items whilst in transit.