If you need assistance or have questions about your account, the order process, delivery information or returns, below are responses to some of our most popular questions. If you cannot find an answer to your query, feel free to use our contact form and we will respond to you as soon as possible.

Account



How can I contact you?
You can get in touch the web department on +44 (0)20 7839 8889 during the hours of Monday - Friday, 9.30am - 6pm, or at support@harvieandhudson.com where we will aim to get back to your query within 2 working days. Alternatively, you can message us on the contact us form on our website. You can also get in touch with us on Facebook or Twitter with your query and we will get back to you as soon as possible. If your query is regarding an order please include your order number in your message so that we are able to look into your order accordingly.

Is it safe to shop online at harvieandhudson.com? 
Yes. We use the Secure Socket Layer (SSL) method, which means that your details are encrypted before the information transfers from your computer to our system. You will know when a page is secure because a padlock symbol shows either at the bottom of the browser or just before the URL, and the address of the web page starts with https. This method is the recognised standard for secure transactions.

I need to update my details, how can I do that?
If you need to update your contact details, or delivery details you can do so in the accounts section. Just log in to your account and edit your details from there. If you are having issues updating your details, please contact us on +44 (0)20 7839 8889 or at support@harvieandhudson.com and we will update these details for you.

I’m having issues logging in, what do I do?
If you have forgotten your password, please select forgotten your password when trying to sign in and follow the instructions to reset your password. For any other issue, or if you are unable to reset your password, please contact the web team on +44 (0)20 7839 8889 or at support@harvieandhudson.com .

How can I come off your mailing list?
Our mailing list is a great way to keep up with our current promotions and be the first to hear about our newest arrivals. If you no longer wish to receive these emails, please click through our unsubscribe link from the email received, or contact us on +44 (0)20 7839 8889 or at support@harvieandhudson.com so that we can remove you from our list.
 

Orders and Payments



How do I place an order?
It couldn't be easier placing an order on our website. Once you have found the item you'd like, choose the correct size from the options available and click "add to basket" – your item will then be added to your shopping bag. You can find your shopping bag at the top right of the page. Once you have finished shopping, just click on the shopping back icon to checkout. Checkout is where you pay – payment details are taken on a secure part of our website.

Can I place my order over the phone with the Customer Care Team?
We take orders over the phone, as well as through our website. If you would like to place an order with us, please call us on +44 (0)20 7839 8889 and our Customer Care Team will be happy to help. The Customer Care Team are available Monday - Friday, 9.30am - 6pm.

What happens if an item(s) is found to be out of stock after my order has been placed?
All orders are dispatched as a single delivery so if an item is missing from your order then, unfortunately, it means it is not available in our warehouse. You will only be charged for items that are dispatched. If your order is for a single item, then you will not be charged for the item or the delivery. We aim to contact you as soon as possible to let you know that your order has experienced a shortage.

How do I know my order has been submitted successfully?
You will receive a confirmation email detailing items purchased and total amount spent. If for any reason you do not receive an email, check your junk folder to make sure it isn't there before calling us on +44 (0)20 7839 8889 if necessary. 

What forms of payment do you currently accept?
We currently accept the following forms of payment:
Visa, American Express, MasterCard,  Maestro  and PayPal

Can I place an order using a gift voucher?
Due to the nature of our gift vouchers, we are unable to redeem them online at this moment in time as they are valid in stores only.

When will I be charged for my order?
No, you will not be charged until the goods have been dispatched from our warehouse. Any goods that could not be fulfilled will not be charged for and you will be contacted.

I have a promotional code, how do I redeem my offer?
You can enter your promotional code at checkout in order to redeem your offer. The value of the promotion will automatically be deducted from your shopping bag sub-total. Promotions are not available in conjunction with any other offers and often not available on sale items, so please check the terms and conditions supplied with the discount.

How do I know what size to order?
Please refer to our sizing guide for help on choosing the right size and fit for you. If you have any specific questions, then please contact the web team on +44 (0)20 7839 8889 or at  support@harvieandhudson.com .

Do you offer alterations?
Yes, we currently offer sleeve length alterations on our shirts. Shirt sleeve alterations are charged at £12.50 per shirt and we advise our customers that in order for our workroom to complete these jobs professionally, please allow a little more time for delivery of your order. Please note that we cannot accept returns of altered  garments,  unless they are faulty.

Do you offer a monogramming service?
Yes, we currently offer this service on our shirts. Monograms are charged at £11.50 per character with a maximum of 4 characters available. Due to this service being completed externally, please allow a little more time for delivery of your order. More information on our monogram service, including  colour  choices and  styles  are available when ordering your shirt. Please note that we cannot accept returns of altered garments unless they are faulty.

I want to modify my order, what can I do?
If you would like to modify an order that has not been dispatched, please contact the web team on +44 (0)20 7839 8889 or at support@harvieandhudson.com so that we may be able to assist. Regretfully, we cannot modify an order if it has been prepared for dispatch or is already on its way. Please note that changes to your order will delay your delivery timeframe.

I want to cancel my order, what do I do?
We are sorry to hear you would like to cancel your order, please contact the web team as soon as possible to have your order  cancelled . Regretfully, we cannot cancel your order if it is already on its way, you would have to return the order and request a refund.

I saw an item a few months ago online – can I still buy it?
Some of our garments are seasonal exclusives - this means we make them in small numbers and they are likely only to be available for a few months. If the garment you liked was one of these then it may not be possible to locate one - we recommend that you call our web team on +44 (0)20 7839 8889 so that we may be able to assist you further.

Do the prices displayed include tax?
All our prices displayed are tax inclusive.

Do I need to pay VAT?
All orders delivered to UK and EU addresses include VAT at the prevailing UK rate of 20%. Orders delivered to addresses outside the EU will not include Value Added Tax (VAT) on the cost of the products purchased. Alterations/gift vouchers/gift boxes are charged at the UK VAT inclusive price. Customers may have to pay local import duty once the package arrives. We do not have any control over these charges and cannot be held responsible for them.

 

Delivery



How long will I have to wait for my order to arrive?
This depends on the delivery service you have selected and where you are based; you can find details of delivery times on our Delivery page.

Where do you ship to?
We ship worldwide. For a full list of our delivery options and timescales, please check our Delivery page. 

Can I send my order to a different address?
Yes, simply enter an alternative shipping address at checkout. 

Do I need to sign for my delivery?
Our goods are dispatched through FedEx or Transworld who require a signature on delivery. If you would like to release your parcel without a signature, please specify this in your delivery notes.

Do I need to pay import duties and taxes?
If your order is being delivered outside of the EU, you may be liable to pay import duties and taxes. These are set by your local customs and are unfortunately out of our control. We are unable to advise what the costs will be as they vary between countries. Please note that we cannot be held accountable for delays during clearance at customs. Any customs or import duties will be charged once the parcel reaches its destination country.  We therefore recommend that all international customers (excluding those in the EU) make themselves aware of such local charges before ordering.

Can I add a delivery note with my order?
Yes, if you have any delivery instructions these can be added during checkout.

I want to collect in store, do you offer a click and collect service?
We now offer a click and collect service to our flagship store. Please select this option at Checkout if you would like to use this service.

How will I know when my Click & collect order is ready?
We'll send you an email when your order is ready, confirming this,

What do I need to bring to collect my order?
We need to see your unique order number from your email, and proof of ID. This can be the payment card you used for the order, or a current photographic driver's license or passport. We cannot release your order without seeing your ID. If you paid entirely with promotional codes or PayPal, please bring either your passport or photocard driving licence with you as ID.

Can someone collect on my behalf?
We're happy for someone else to collect your order, but to prevent fraud, the person you've nominated must present your unique order number and their photo ID (passport or photo driving license).

How long will you hold my order?
We’ll hold your order in store for 7 days, after which we’ll return the order to the warehouse and refund your account using your original payment method. Please note that this may take up to 14 days to process once the order has left the shop.

Where is my order?
You should receive tracking information in an email when your order is dispatched. You can also track your order in your account. If for some reason, you have not received this information or you would like some more details on the whereabouts of your order, or you think it might be lost, please contact our web team on +44 (0)20 7839 8889, Monday - Friday, 9.30am - 6pm so that we can assist you. Alternatively, you can email us at support@harvieandhudson.com and we will investigate any problems and queries as soon as possible.

What happens if I do not receive my order in the timeframe?
Our goods normally arrive within the specified delivery timeframe, however from time to time problems may occur. If your order arrived outside of the specified delivery timeframe we will be happy to issue you a refund on your post. Simply contact our web team on +44 (0)20 7839 8889 from Monday - Friday, 9.30am - 6pm, alternatively you can email us at support@harvieandhudson.com and we will issue you a refund. Please note that on international orders, delivery may be longer pending customs clearance in your country which is out of our control.

 

Returns and Exchanges



How do I return any of my items?
We accept returned goods of items bought from our website (except undergarments which we cannot refund) that have not been altered, washed or worn if they are within 28 days of original order receipt. When returning an item, please ensure it is packaged securely in its original condition including its original packaging and enclosing the original Dispatch Note. This will ensure that your return is processed speedily. Please fill out the returns form included with your order and send it back along with the items you would like to return to the following address:

Ecommerce Returns Department
96/97 Jermyn Street
St. James
London
United Kingdom
SW1Y 6JE

If you no longer have the returns form, please click here for a copy.

Once we are in receipt of the goods, we will attempt to refund you in full within 7 working days (Please allow up to 30 days). We recommend that you return your items to us, using Royal Mail Compensation Fee Parcel Post or your country's equivalent if from abroad and obtain a certificate of posting for your records. Please note that Harvie and Hudson will not be held liable for the transit loss of any returned items/parcels.

You should also note that regretfully, Harvie and Hudson does not pay the cost of return postage. Although we do not repay delivery charges (except in the unlikely event that your item is faulty), if you place an exchange you will not be charged for delivery of your exchange order. This does not affect your statutory rights. If the returned goods were part of a multiple  buy  the remaining goods will revert to the single price and the refund will reflect this.

We cannot accept returns of garments that have been altered in any way or garments that have been worn or washed. Your item(s) should be sent back to us within 28 days. Returns outside these timeframes may be accepted at the discretion of Harvie and Hudson.


Can I return an item bought from the website to one of your stores?
Yes  you can, please package your item appropriately and drop it in store. Please note that while we accept returns, we do not process returns in store, so this will be sent to our web department for processing.

I would like to return an item I bought over the phone/in store, how can I do so?
If you would like to return an item bought over the phone or in store, please fill out the following form and return along with the goods you would like to send back. For the returns and exchanges policy, please see your receipt.

How long will it take for a return to show on my account?
All refunds or exchanges (when in stock) will be processed within 15 days of receiving the item at our warehouse. Please allow up to 14 days for your debit/credit card to be credited.

I think my goods may be faulty.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. If your item is faulty when you receive it, you can return it for a refund. Where possible, we will offer to repair the item. If it cannot be repaired and the same product is still available, we will send you a replacement. If the same product is no longer available, you are entitled to a full refund.

If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability.

For all faulty items outside of our Returns Policy, please contact support@harvieandhudson.com.