FREQUENTLY ASKED QUESTIONS

UNITED KINGDOM

*For next day with Waitrose Click & Collect, orders must be placed before 3pm Monday - Friday to be delivered the next day. Orders after 3pm Friday and before 12pm Sunday, will be delivered the following Monday.

**For other next day services, orders must be placed before 5pm Monday - Friday to be delivered the next day. Orders after 5pm Friday and before 12pm Sunday, will be delivered the following Monday. On bank holidays, orders must be placed before 1pm to arrive the next working day. Orders placed after these cut-off times will arrive within 2 working days.

Please note that from time to time, there may be occasions where our cut-off times will adjust. This will be indicated at checkout.

INTERNATIONAL

*Converted amount in local currency will appear in checkout after completing delivery information.

Yes, we do! We offer next day delivery or next day click & collect options, you'll be shown these within the checkout. Orders must be placed before 5pm Monday to Friday for next-day delivery. Orders after 5pm Friday and before 12pm Sunday, will be delivered the following Monday*. Orders placed after these cut-off times will arrive within 2 working days.

For orders with Waitrose Click & Collect, the cut-off times are 3pm instead of 5pm.

*Next-day delivery can't be guaranteed to these postcodes - AB31-55, BN1, BT1-94, CA6-8, CB4, CV8 & 35, DG9-13, DD4 & 9, EH36-42, FK17-21, G83-84, GL6-7, HS1-9, IM1-99, IV1-99, KA27-28, KW1-KW17, LN5-6, ME8-10, NE66-71, PA2-80, PH9-50, TD2-15, TR21-TR25, ZE1-ZE3.

Sorry, we don’t offer this option right now.

When you receive communication from our delivery partners, you are able to specify a safe place or request delivery to a neighbour. If you have received an email telling you that your parcel has been delivered, the best thing to do is to check in your safe place or with your neighbours, as it is most likely that they will have it. If this isn't the case, please contact us and we will do our best to trace it for you.

To track your order, we will send you regular email updates throughout your parcel's journey. Each email will include a link that takes you directly to detailed tracking information for your order. Alternatively, you can access the tracking portal from the footer of our website or here - you'll need to have your email address and order number ready.

Yes! You can select where you’d like to collect your order from at the delivery stage of the checkout, which will show the nearest locations to you. You’ll be notified via email and SMS when your order is ready to collect, so please don’t attempt to collect your order until you’ve received this – and do remember to bring a valid form of ID (e.g. driving licence, passport or debit card) with you.

Your order will be held for a maximum number of days, as listed below by collection point. After this time, it’ll be returned to hush and you’ll be issued a refund in line with our returns policy.

Don’t worry, you can re-direct your order or nominate a different day by using the details that are sent to you via email and SMS from the relevant delivery provider.

To get your items to you as soon as possible, our warehouse team processes orders straight away – that means we can’t change the delivery address on an order once it’s been placed.

We have a UK site that delivers to addresses in the UK and a separate international site that services the countries below. In order to deliver to the countries below, you will need to use our international site. Once there, you'll have to head to the footer, then click the flag icon and select the relevant country you'd like to ship to. Please note that items placed in your basket will not transfer over when you switch sites.

Albania, Algeria, American Samoa, Andorra, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire, Bosnia and Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei Darussalam, Bulgaria, Cambodia, Canada, Cape Verde, Cayman Islands, Chile, China, Colombia, Comoros, Cook Islands, Costa Rica, Croatia, Curacao, Cyprus, Czech Republic, Denmark, Djibouti, Dominica, Dominican Republic, East Timor, Ecuador, Egypt, El Salvador, Estonia, Ethiopia, Falkland Islands, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, French Southern Territories, Georgia, Germany, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guyana, Haiti, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liechtenstein, Lithuania, Luxembourg, Macau, Madagascar, Malawi, Malaysia, Maldives, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nauru, Nepal, Netherlands, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Nigeria, Niue, North Macedonia, Northern Mariana Islands, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Republic of Ireland, Reunion, Romania, Saint Eustatius and Saba, Saint Kitts and Nevis, Saint Lucia, Samoa, San Marino, Sao Tome and Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Singapore, Slovak Republic, Slovenia, Solomon Islands, South Africa, South Korea, Spain, Sri Lanka, St Barthelemy, St Martin, Sudan, Suriname, Swaziland, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Tonga, Trinidad and Tobago, Tunisia, Turkmenistan, Turks and Caicos Islands, Tuvalu, United Arab Emirates, United States, Uruguay, Uzbekistan, Vanuatu, Vatican City State, Venezuela, Vietnam, Virgin Islands (U.S.), Wallis and Futuna Islands, Zambia, Zimbabwe.

You aren’t able to order on our UK site for delivery abroad, but we do have an international site that services countries outside of the UK. Once you're on our international site, you'll have to head to the footer, then click the flag icon and select the relevant country you'd like to ship to. Please note that items placed in your basket will not transfer over when you switch sites.

Our confirmation emails are generated automatically and are sent out shortly after your order has gone through. If you’ve not received one, it could be because there’s a mistake in your email address, or that the order was not completed. It’s also a good idea to check your junk folder. Please don’t hesitate to get in touch and we’ll be happy to help.

To get your items to you as soon as possible, our warehouse team processes orders straight away – that means we can’t cancel or change items in an order once it’s been placed.

If you’ve changed your mind, you can always return your items for a full refund.

To get your items to you as soon as possible, our warehouse team processes orders straight away – that means we can’t change the delivery address on an order once it’s been placed.

To track your order, we will send you regular email updates throughout your parcel's journey. Each email will include a link that takes you directly to detailed tracking information for your order. Alternatively, you can access the tracking portal from the footer of our website or here - you'll need to have your email address and order number ready.

We’re really sorry about that. Please contact us and we will advise on what to do next.

We’re really sorry you’ve received a faulty item – our warehouse team work very hard to ensure the orders are in perfect condition. Please contact us and we’ll get this sorted for you.

First, please verify whether the item is on pre-order, and if you’ve placed a large order, ensure all parcels/boxes have been delivered by the courier. If you’re still missing an item, contact us with your order number, and we’ll be happy to assist you.

Unfortunately, if an item is marked as out of stock, we won’t be receiving any more. However, there's always a chance we might get some returns, so we recommend signing up for the 'Notify Me' option if it's available.

Go to your basket and enter the code in the promo code box located below your basket subtotal. After clicking ‘Apply’, your total will automatically update. If you're using a gift card, you can add it in the Payment section after entering your Delivery details. Promo codes can also be applied in the Payment section as well.

Check that the code has not expired and that the items in your basket are not part of the exclusions. If the code should be working, please contact us and we will advise on what to do next.

For the gifting period, we have extended our usual 28 day returns policy. Orders placed between 5th November 2024 - 23rd December 2024, can be returned up until 20th January 2025.

The following items are not eligible for return: earrings, gift cards or gift boxes.

All full price purchases must be returned to us within 28 days, and sale purchases must be returned to us within 14 days. A £1.95 fee will be deducted from your refund to cover the cost of return postage. You can start a return here. For any orders placed before 7th Nov 2024, please use the paperwork included with your order.

Please note, these items must be unworn and returned in the same condition as received – you know the drill! The following items are not eligible for return: earrings, underwear, perishable items (such as food, soap and nail polish etc.), items that have been personalised or customised, or gift boxes.

Allow 14 days before contacting us about your return, as it may take this time for it to reach us and be processed.

Returning your order is simple. Once you’ve initiated the return here, you’ll receive detailed instructions on what to do next. We'll also keep you updated with tracking information at each stage of the return process.

Please note that once your return has been processed at our warehouse, you will receive a confirmation email. A £1.95 fee will be deducted from your refund to cover the cost of return postage.

For any orders placed before 7th Nov 2024, please use the paperwork included with your order.

We're going paperless as part of our commitment to becoming a more sustainable and responsible business! If you're in the UK, you can easily request a return through our returns portal — just click here. For international orders, you can start your return by clicking here.

Yes, there is a standard charge of £1.95 to cover the return postage. The fee will be deducted from your refund.

Yes, we offer this service via Royal Mail, find out more here.

Refunds from outside the UK are handled by our third-party logistics partner, Global E. To begin the refund process please click here.

Items purchased in any of our concessions, either online or instore, cannot be returned to us and should be returned via the relevant method indicated by that store. Similarly, items purchased on our website can only be returned to us as per the instructions above.

Yes, you can. Please note, sale purchases must be returned to us within 14 days.

If you need a new returns label, simply sign into your account, find the order and start the return process. You can also use the portal link here or in the footer of our website. Once your return is processed, we’ll send you tracking updates and confirm when it’s been processed at our warehouse. A £1.95 fee will be deducted from your refund to cover return postage.

Unfortunately, we can only refund to the original payment method, even if the card has expired. If it has expired, we recommend you contact your bank, because they should be able to trace the funds.

Items purchased with a hush gift card can be refunded for credit back to the original gift card. Gift cards may not be exchanged for cash.

The following items are not eligible for return: earrings, underwear, perishable items (such as food, soap and nail polish etc.), items that have been personalised or customised, or gift boxes.

We don’t offer exchanges, but don’t worry! Simply return your item(s) for a refund and place a new order online, where you’ll have access to the most up-to-date stock and delivery information.

We aim to process returns as quickly as possible. Please allow up to 14 days from the time you post your return.

Throughout the process, you will receive email updates letting you know where your return is and when to expect your refund. Each email will also include a link to a detailed tracking page for more information.

We will keep you informed throughout the process, you will receive email updates letting you know where your return is and when to expect your refund. Each email will also include a link to a detailed tracking page for more information. Please allow 14 days before contacting us about your return.

Unfortunately, manufacturing faults do occur very occasionally. If you think your item is faulty, please contact usso we can advise on what to do next.

No, each label or QR code can only be used for one parcel. If you’re returning multiple parcels, you’ll need a separate label or QR code for each. The portal will recognise when you have multiple parcels for your return and provide labels or QR codes accordingly.

Unfortunately, no. Each order must be processed individually with its corresponding order number to ensure we can accurately identify and refund the items.

To track your return, we will send you regular email updates throughout your return parcel's journey.

If you've received a gift from us that you don’t quite like, please contact us with the details of the Gifter and we’ll be happy to assist further. Just a quick note: we may need to inform the gift giver.

A size guide can be found on each product page or by following this link.

Unfortunately, we don’t offer a petite range, but most of our jeans and a selection of our trousers and leggings are available in shorter leg lengths.

Check out our handy guide on different fabrics and how to care for them here. You’ll also find out more on what we’re doing to make our range more sustainable to make and care for.

For UK orders, we accept Visa, Mastercard, Amex, Maestro, PayPal, Apple Pay and hush gift cards. Please note, this varies by country.

Oops! Sorry about that, please give us a call on 0330 678 1468.

Please ensure you place your order on our UK website. In order to claim back VAT, you will need to contact us with your order number.

To be able to use your gift card, you’ll need to enter the 16-digit number at the checkout after adding your delivery details. Gift cards are valid for 12 months, so please check the expiration date. If you are experiencing problems with your gift card on our website, please contact us.

Go to your basket and enter the code in the promo code box located below your basket subtotal. After clicking ‘Apply’, your total will automatically update. If you're using a gift card, you can add it in the Payment section after entering your Delivery details. Promo codes can also be applied in the Payment section as well.

Check that the code has not expired and that the items in your basket are not part of the exclusions. If the code should be working, please contact us and we will advise on what to do next.

Items in the sale may be further reduced in price. Please note, we do not offer reimbursement for price differences. To take advantage of any new discount, you can return the full-priced item for a refund and then repurchase it at the updated sale price.

For the gifting period, we have extended our usual 28 day returns policy. Orders placed between 5th November 2024 - 23rd December 2024, can be returned up until 20th January 2025.

The following items are not eligible for return: earrings, gift cards or gift boxes.

Yes, we offer both digital and physical gift cards in various denominations, available to purchase here. You can schedule the digital card to be emailed on a specified date, directly to the recipient. Physical gift cards should arrive within 3-4 working days. All cards are valid for 12 months. These can only be used on the UK site.

To be able to use a gift card on our website, you’ll need to enter the 16-digit number at the checkout after adding your delivery details. Gift cards are valid for 12 months, so please check the expiration date. If you are experiencing problems, please contact us.

Add an item to your basket and select ‘Pay with gift voucher’ when you get to the Payment section. Click on ‘Check balance’ for the most recent amount.

Your e-gift card or physical gift card will expire 12 months after activation. If it remains unused for a full 12-month period from the activation date, the card will automatically expire, and any remaining balance will be forfeited.

Items purchased with a hush gift card can be exchanged for another item or for credit back to the original card. Gift cards may not be exchanged for cash.

If you've received a gift from us that you don’t quite like, please contact us with the details of the Gifter and we’ll be happy to assist further. Just a quick note: we may need to inform the gift giver.

You can purchase a gift box at checkout and we will place all items in your order into the box wrapped in tissue paper. This is all packaged into an outer parcel and sent out to your chosen address.

Yes, you can enter a message in the gift message box at the checkout and we will include this on a card with your order. This is a complimentary service and you don’t need to purchase a gift box.

Simply log into your account and click ‘Marketing Preferences’ and untick the relevant box. You can opt back in at any time from your account as well. You can also email catalogue@hush-uk.com and we’ll remove you from our direct mail list that way.

You can click ‘unsubscribe’ at the bottom of any email you receive. Or simply log into your account and click ‘Marketing Preferences’ and untick the relevant box. You can opt back in at any time from your account as well.

We’re sorry to see you go! Just email data.protection@hush-uk.com to let us know that you’d like to delete your account – and please note, you’ll need to verify your identity to do this. The deleting process will take 30 days.

Please be aware that if we delete your details from our system, we won’t be able to help with any past order queries.

Don’t worry! Head to the login page and click on the ‘Forgotten your password’ link to enter your email address. We’ll send you an email with a link that will allow you to reset your password.

Head to the login page and click on the ‘Forgotten your password’ link to enter your email address. We’ll send you an email with a link that will allow you to reset your password.

To save a card, simply go to ‘My Account’ and select ‘Manage Saved Cards,’ then click on ‘Add new card’ to enter your details. You can also save a card during checkout while processing a payment.

Simply go to ‘My Account’ and select the option ‘Payment methods’. Choose the card you’d like to delete and select the ‘cross’ option. This will be removed from your account immediately.

If you experience any issues while placing your order, we recommend clearing your cache and cookies. If the problem persists, feel free to reach out to our customer service team It often helps us resolve the issue if you can make a note of the device and browser that you are using.

We have an invite-only program for our very best customers and eligibility is reviewed every 6 months. We can only invite customers who are signed up to our newsletter, so don’t forget to opt in!

We like to keep that *hush hush*, but we have a range of ongoing and seasonal benefits that we share with customers who are invited to join the programme.

For all press enquiries and images please contact us at press@hush-uk.com