FAQs

Shopping

Do I have to register to shop?

Although it isn’t obligatory to register as a Customer to shop, we do recommend it, as this gives you access to your purchase history and helps speed up any type of process in relation to your orders.

To register, click here.

I have forgotten my password, what should I do?

If you have forgotten your password you will be able to receive a new one by following this link an email will then be sent with your new password.

Alternatively, you can contact us at onlinestore@hackett.com

Can I change/add items to my order once it is placed?

If you have any concerns relating to your order, please contact our customer service team by emailing onlinestore@hackett.com

Please note we will not be able to amend any order details once the order is dispatched.

How will I know when my order has been processed?

Once your order has been placed you will receive a series of emails notifying you of the status of your order. Also, if you have registered an account Online, then you will be able to log into your order to view its progress.

How do I decide which size to buy?

For help in selecting which size to purchase, please refer to our size and fit guide located within each product page. When you receive your item, if the size or fit is unsuitable, and then please follow the returns process for a full refund.

I saw an item on the website a few months ago and now it is no longer on the site. Can I still buy it?

If an item is no longer on the website it generally means it is completely sold out. Please contact the Hackett Customer Service team by emailing onlinestore@hackett.com and if the item is still currently part of the collection, depending on stock availability, we may be able to locate the stock in one of our shops.

Payment

What payment methods does Hackett accept?

We accept major payment cards, namely MasterCard, Visa, Maestro and PayPal. Hackett also supports Verified by Visa and MasterCard Secure Code verification.

Can I make payment via telephone?

A selection of our stores offer a mail ordering service, where you can place orders via phone or email; namely Sloane street, Jermyn street, Regent street and Westfield white city. Please contact the relevant store for mail order requirements.

Can I use a store gift card Online?

Currently Hackett Online store does not accept store issued gift cards as a method of payment. The Hackett Gift Card is redeemable in full or part payment for goods and services sold in Hackett UK shops. The Gift Card cannot be redeemed via telephone, mail order or Online, or in any concession. The Gift Card cannot be replaced if lost or stolen and Hackett shall not be liable for lost, stolen or damaged Gift Cards. The Gift Card is non-refundable and may not be exchanged for cash or credit. The Gift Card may be used until the balance is fully redeemed or the Gift Card has expired. The Gift Card will expire following 24 consecutive months of non-use.

For further information regarding the purchase or use of gift cards please visit your nearest Hackett store.

Delivery

When will I receive my order? How much are shipping cost?

Delivery Times & Costs

  • Standard Delivery - Free
  • - Delivery within 2-5 working days.
  • - A signature will be required on delivery.
  • - Parcel tracking is available online.
  • - Deliveries are Monday-Friday only. Our courier doesn't deliver on weekends or bank holidays
  • Express Delivery - free for orders over £250 or £5 if order value is less than £250
  • - Orders placed before 1pm will be delivered within 2 working day.
  • - Parcel tracking is available online.
  • - Deliveries are Monday-Friday only. Our courier doesn't deliver on weekends or bank holidays
Do I need to sign for my delivery?

You will be required to ensure that someone be present to sign, and confirm acceptance of the delivery, when it arrives. If no one is available to sign for the parcel, then it may be taken to a local collection point. You can track your order by logging into your account.

Can I change the delivery address after an order is dispatched?

You can contact us to change any delivery details with UPS by emailing onlinestore@hackett.com or calling +44 203 4518273

Can I track my order?

Once your order has been dispatched you will receive an email to notify you of your order details and UPS tracking number. Using this tracking number you will be able to track online at ups.com.

Do you offer a gift wrapping service?

Unfortunately, at present, we are unable to offer a personalised message or gift wrapping service.

Returns

Can I return my order for free?

Yes, returning orders is completely free.

How do I exchange or refund an item that I have purchased Online?

At present we are unable to offer exchanges for online orders, a full refund will be issued to you, once our warehouse has received and processed your return. For full details, please see our returns & exchanges page, by clicking here

Can I return my order items in a store?

You can return your online order to any UK Hackett stand alone store for a full refund. Unfortunately you cannot return online orders to our outlets or concessions.

How long do I have to return my order item/s?

You can return your Online order within 28 days of receipt.