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.

Using the tracking number details issued via your dispatch confirmation email.

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.

Using the tracking number details issued via your dispatch confirmation email.

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.

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

If an item is showing as out of stock, then we’ll unfortunately not be getting any more stock in. However, there’s always the chance we may receive some returns back, so it’s always worth checking back on the website. We’re not able to email you when an item becomes available right now, but this is something we’re hoping to provide in future.

Head to your basket and enter the code in the promo code box under your basket subtotal. Once you click ‘Apply’, the total cost will automatically update. If you’re paying with a gift card, this can be added in the Payment section after you’ve filled in your Delivery details.

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.

All full price purchases must be returned to us within 28 days, and sale purchases must be returned to us within 14 days. 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, knickers, perishable items (such as chocolate, hot chocolate, tea, soap and nail polish etc.), items that have been personalised or customised, or gift boxes.

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

1. Complete the returns form on your dispatch note indicating which item you are returning, the reason for return and whether you would like a refund or an exchange for the same product in a different size or colour.

2. Peel off the pre-paid returns label from the dispatch note and stick it on your return parcel.

3. You can then return your parcel to us one of two ways:

 a. Drop off: Make sure to check the drop-off locations on the relevant delivery provider's website for correct opening hours and locations. We strongly recommend obtaining a proof of postage receipt as we can’t be held responsible for packages that fail to arrive.

 b. Free home collection: We offer this service via Royal Mail, to find out more click here.

It’s as easy as that!

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 our John Lewis concessions or on the John Lewis website can only be returned to John Lewis. Similarly, items purchased on our website can only be returned to us as per the instructions above.

We currently only offer free returns to UK customers. International customers are responsible for any costs for returning their orders.

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

If you need another label and have ordered in the UK, please click here.

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 exchanged for another item or 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, knickers, perishable items (such as chocolate, hot chocolate, tea, soap and nail polish etc.), items that have been personalised or customised, or gift boxes.

Yes, you can. We can exchange an item for the same product in a different size or colour, you will just need to request this on your returns slip and return via a post office or Royal Mail home collection. Please note that from time to time, an item may sell out by the time we receive your exchange request and we may need to refund you instead.

We always process returns as quickly as we can once they’re received, but it can take up to 14 days from posting your return until you receive a refund. With that said, please allow 14 days before contacting us about your return.

You can track your returned parcel using the tracking number provided by the relevant postal service to see that it’s arrived safely at our warehouse. You’ll receive an email from us as soon as the refund has been processed. 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.

Yes, but please include all the relevant paperwork and order numbers.

Yes! If you’ve misplaced the returns form, just include a copy of your dispatch email, or a note with your order number on.

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.

Head to your basket and enter the code in the promo code box under your basket subtotal. Once you click ‘Apply’, the total cost will automatically update. If you’re paying with a gift card, this can be added in the Payment section after you’ve filled in your Delivery details.

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.

Yes, we offer both digital and physical gift cards in various denominations, available to purchase here. You are able to 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.

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.

Yes, all our gift cards have a 12-month expiry date.

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 have received a gift that’s not quite right for you, please contact us with your order number to hand, and we will be happy to look into this further.

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.

No, but all our dispatch notes do not contain any prices already!

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.

Oops! We’re sorry about that. Please give us a call on 0330 678 1468. It often helps us resolve the issue if you can make a note of the device and browser that you are using, as well as what the problem is.

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