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Frequently Asked Questions

Purchases

+How do I place an order?

You can place an order through our website. If you are shopping from inside the EU you will need to use our EU site https://www.hilditchandkey.co.uk/ 

It’s easy to shop with Hilditch & Key online. When browsing our website, you can search for our new arrivals or select a specific product or collection. You can use the filters to refine your search further by selecting styles, colours, materials and sizes.

Add your selected items to the chart, you will then need to verify your selection, modify it and proceed to checkout. Then to complete your purchase, simply enter the requested data and review your selection before proceeding to confirm your order.

+What do I do if an item is out of stock or I cannot find what I am looking for?

All items on the website that are out of stock will be highlighted and will include a link to sign up for email updates. You will then be contacted directly when the item is available to purchase. If you can’t find what you’re looking for you can contact us, either via email or via our in-built live chat service and we will be happy to assist you.

+How can I check the size of an item before making a purchase?

We provide a size chart for all items, which is accessible on the product page that you are looking at.

+What are my payment options?

We accept all major credit cards as well as Apple Pay and Google Pay.

We take customer security very seriously; all online payments are secure. As a result, we do not accept any payments over the phone.

A confirmation email is sent to the email address you provide at checkout to confirm that payment has been taken.

+Can I cancel my order?

If you notice an error in your order confirmation, you wish to cancel, or you have any other issues, please contact us as soon as possible and we will be happy to help.

Email: enquiries@hilditchandkey.co.uk

Tel: +44 (0)20 7930 5336

Alternatively, you can talk directly to a member of a staff through our in-built live chat service found on the website.

Delivery

+Who will be delivering my order?

We work with DHL to deliver all our orders in a timely and secure manor. All deliveries are sent using DHL's tracked and signed for service. We use only the best quality packaging to ensure its safety whilst in transit. Once the package is dispatched, you will receive an email with your tracking information. Please allow longer for orders with alterations, these will be dispatched when the work is completed, normally within seven days of placing your order.

+What countries do you deliver to?

We deliver to all EU countries and most other countries in the rest of the world.

For UK and EU orders, visit https://www.hilditchandkey.co.uk/

For Rest of The World orders, visit  https://international.hilditchandkey.co.uk/

Unfortunately, we are unable to deliver to Russia at this time.

Please note, we are unable to deliver to PO Box type addresses.

+How much is the delivery?

Deliveries to the UK are normally charged at £7.95.

Deliveries to EU countries are charged at £15.

Deliveries to Australia, Brazil, Chile, Hong Kong and Monaco are charged at £50.

Deliveries to the Rest of the World are charged at £30.

These prices are inclusive of VAT where applicable.

Customs duties may be payable on orders made outside of the EU. DHL will contact you using the details you have provided at checkout to arrange payment. Any non-payment of duties will result in the order being returned to Hilditch & Key. In any cases where orders are returned to Hilditch & Key due to unpaid duties, you will receive a refund for your order after delivery charges have been deducted. The amount of duties charged is dependent on the country it has been received in. Hilditch & Key bears no responsibility for import duties or customs charges charged by your local government.

+How long will it take for my order to be received?

Items that are in stock and don't require any alterations will usually be delivered within 3-5 working days (please allow longer for busier periods).

Orders inclusive of alterations can take an additional 7 days to fulfil.

+How can I track my order?

An email is sent using the email address you provided at checkout, or text message to your mobile device, informing you when the order has been dispatched along with the waybill number (tracking number). DHL will require a signature upon delivery.

+What happens if I am not home when the delivery is attempted?

DHL require a signature as proof of delivery. If no one is home, they will leave a card with instructions on how to contact them to arrange a re-delivery. They will also attempt to contact you on the phone number provided at the checkout.

It is important to ensure that all the details you provide us at checkout are correct to avoid any delivery issues.

If you have any issues, please contact us and we will be happy to assist you.

Returns

+Can I return my part or all of my order?

You can return most items as long as they are in their original packaging, unworn and unlaundered. However, boxer shorts and other undergarments that have been removed from their packaging cannot be returned for hygiene reasons.

Any clothing that has been altered (sleeve and trouser length adjustments) cannot be returned.

All orders must be returned within 28 days of receiving the order.

+How do I return my order?

Enclosed in your order will be a docket with a returns note at the bottom. This will need to be completed and enclosed with your return.

The return address is:

Returns Department, Hilditch & Key Ltd, 13 Banks Lane, Bexleyheath, Kent, DA6 7BH, United Kingdom.

+Is there a prepaid returns label I can print?

Unfortunately, we are unable to provide a prepaid returns label. You will be required to arrange and pay the delivery charges for the return; we strongly recommend that all returns are sent using recorded delivery as we cannot accept responsibility for any items lost in transit.

+Can I return my order in store?

You may return your order in our London store but you will not receive an immediate refund as your return will need to reach our warehouse to be processed. Our returns policy still applies.

+How long does it take to process refunds of returns?

We normally aim to process returns as soon as they are received at our warehouse. However, it may take up to 14 days for the refund to appear on the original payment method. If you have not received your refund within the mentioned time period, please contact us.

When we receive your returned item(s), it will be thoroughly checked to ensure it meets the conditions of return, then we will make the decision on whether it is eligible for a refund. If not, the item will be returned to you with an explanation of why we cannot issue the refund. If yes, you will receive an email confirming that the refund has been processed.

Gift Cards

+Are gift cards available?

Gift cards are available in our London store only.

+Where can I redeem my gift card?

Gift cards can only be redeemed in our London store. At this time, we cannot accept gift cards online or concessions at our stockists.

+Does my gift card expire?

Your gift card is valid for twelve months from date of purchase.

Other frequently asked questions

+Do you replace collars and/of cuffs of shirts?

Yes, we can replace your collars and/or cuffs, depending on the quality of the shirt. Please contact us for further details.

+Do you still send out catalogues in the post?

Unfortunately, we no longer send out catalogues in the post. Instead, we invite our customers to sign up to our email newsletters to receive promotions, product knowledge and content updates.

+I need some help; how can I contact you?

If you are experiencing difficulties in returning your item(s), or your item(s) is faulty, whether purchased in store or online, or you have any other questions, please do not hesitate to contact us:

Email us at enquiries@hilditchankey.co.uk

Call us on 020 7930 2329 

Live Chat at the bottom, right hand side of the screen when available.

Write to us at Hilditch & Key Ltd, ART's House, 13 Banks Lane, Bexleyheath, Kent, DA6 7BH, United Kingdom.

Visiting from within the European Union?

GO TO OUR UK/EU STORE INTERNATIONAL CUSTOMERS CLICK HERE

Please note our international store pricing is VAT exclusive.