Faq

Search FAQ

  • payment

    • Ordering and Payment

      Q1. Can I change/cancel my order? If you need to cancel your order while it’s ‘in progress’, please contact our Customer Service Team at info@hatwoods.com. We’ll refund cancelled orders within five working days. We are unable to cancel your order if it is being packed within our warehouse. Once you’ve placed your order, we can’t amend the details within it. If you need to return an item, it’s really easy to do so. Click on Returns to find out more. Q2. Can I change my delivery address? Whilst your order is ‘in progress’, you may still change the delivery address. To do so, please contact our customer service team. We are unable to change your delivery address for any item/s which are being packed within our warehouse (In preparation), or have already been shipped. Q3. Which payment methods do you accept? We accept major credit and debit cards, as well as PayPal. At the checkout, simply give us your credit card details - including the security code. Please be aware that some providers may direct you to further security checks. Hatwoods takes payments from you within four days of you placing an order. Q4. How do I use my discount code? Just enter the code in the appropriate box when you check out. Or tick the relevant box when it’s in your account. You’ll then see the new, discounted total in your order. We’re sorry, but we won’t be able to replace any out-of-date or unused codes. It’s important to note that you can only use codes if the total value of your bag is equal or higher than the value of the discount - before delivery costs. Except where the discount specifies a minimum amount of purchase. Q5. How can I be sure your products are authentic? We guarantee that all of the discounted designer products we sell at Hatwoods
  • Delivery

    • Delivery

      Q7. Where do you ship? At the moment, we deliver to all of the UK , Europe , the Republic of Ireland and USA . Q8. How long will it be before I receive my delivery? When you purchase, we’ll give you an estimated time of when we can deliver your goods. We estimate that your goods will be received within 5-8 working days. Please note however that if you have ordered items from one or more of our sales, we will automatically split ship your order if certain items become available before others. All items which we have available in our warehouse will be dispatched to our courier within 1 working day. If we think there’s going to be a delay with your order, we’ll send an email to let you know. Q9. How can I track the process of my order? Once your parcel/s have been shipped from our warehouse, we will send you an email along with a link where you will be able to track the progress of your parcels delivery. If your parcel does not arrive within 5 working days of receiving this email, please contact our customer service team. Q10. What happens if you deliver whilst I’m out? If you’re not around at the time of delivery, the courier will either attempt to leave your parcel with a neighbor or in a secure location outside of your property. In the event that this isn't possible, they'll return your parcel to their depot. Three (3) delivery attempts will be made before your parcel is returned to our warehouse. Unfortunately, we’re unable to resend returned parcels. In this case, we’ll refund you the full value of the goods, including delivery charges once your parcel has reached our warehouse. This can take anything up to 14 days. Q11. Which couriers do you use for your deliveries? Our preferred couriers are Royal Mail and Collect Plus Delivers.