Help & FAQs

MY ORDER
Can I make a special request with my packaging?

All of our parcels come beautifully packaged and scented with our signature Linen and Room Spray, but if you do have any packing requirements, please let us know by popping a note in the 'notes for hush' box when placing your order. If required, we are able to pack orders in unbranded packaging or without fragrance.  

Please note, during our sale periods, unless a gift box is purchased at the checkout, all orders, including full priced items, will be sent in sale packaging due to high levels of demand.

Help! I’ve just placed an order but need to make a change.

If you have made a mistake with your order, please contact us as soon as possible either by phone or by email selecting ‘urgent amend to order’. If your order has not yet been packed by our warehouse we will do our best to make any amendments. There is no guarantee however, and once the order has been despatched we are unable to change any address details. 

When will I be charged for my pre order item?

If you place an order for an item that is on pre-order, your credit/debit card will be charged for the full value of the goods only when your order is ready for despatch. However, if you choose to make payment with PayPal, you will be charged for the full value of the goods when your order is placed. You will not be charged any additional postage costs for multiple deliveries.

I haven’t received a confirmation email?

Our confirmation emails are generated automatically and are sent out shortly after your order has gone through. If you have not received one, it could be because there is a mistake in your email address, or that the order was not completed. Please do not hesitate to get in touch and we will be happy to help.

I paid with a gift voucher but this isn’t shown on my confirmation email.

The total given in your confirmation email is the total for the whole order, regardless of payment method. If you entered your voucher details at the checkout and the remaining balance for your card payment was amended, then please don't panic, it’s all fine!

I qualify for a VAT exemption. Will you remove this from my order?

We are happy to remove VAT from your order, but our system does not do this automatically. If you just pop a note in the 'notes for hush' section whilst placing your order, we will remove the VAT for you when we process the order. We are not able to refund VAT retrospectively.

I forgot my promo code! Can I apply this retrospectively?

Unfortunately we are unable to apply promotional codes to your order retrospectively. If you wish to use the promotional code, you will need to place a new order using the code and return the original order to us for a refund. 

My tracking details say my order has arrived, but it hasn’t!

All of our deliveries are sent out with the Royal Mail, which means that you are able to specify a safe place when you place your order. 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 give us a call on 0844 800 4108 and we will do our best to trace it for you.

How do I know if you’ve received my return?

It can take up to 10 days for a refund or exchange to be processed; once it has been processed by us you will receive an email confirming the return and/or dispatch of the exchange. We do not send emails confirming when the parcel is received at our warehouse; however you can track its progress by using the 14 digit code on your proof of posting receipt. 

How do I fill in my returns form?

Please see our Returns information for any assistance.

OUR PRODUCTS
Do you sell gift vouchers?

Yes we do! If you can’t choose what to give as a gift a voucher is a great idea. We offer gift vouchers that are hand written and posted to you, or the recipient, in a lovely hush envelope. Alternatively if it’s more convenient you can choose an email version. The vouchers can be used online or over the phone and do not expire.

The item I like is on pre-order, what does this mean?

No one likes to wear what everyone else is wearing so we keep our collections quite exclusive by ordering in small quantities. We will reorder throughout the season and items will often be available to pre-order; estimated despatch dates will be shown and updated as often as we can. By placing an order on pre-order you are committing to buy the item and it will be sent to you as soon as it becomes available.

Your credit/debit card will be charged for the full value of the goods only when your order is ready for despatch. However, if you choose to make payment with PayPal, you will be charged for the full value of the goods when your order is placed. You will not be charged any additional postage costs for multiple deliveries. You may of course contact us and we can add other items to an awaiting order or cancel if you’ve changed your mind.

Oh no, it's out of stock, will you be getting any more?

If we are getting any further deliveries of an item it will be available online to pre-order. If an item is shown as out of stock, then we will unfortunately not be getting any more new stock in. However, there is always the chance we may receive some returns back in so it is always worth checking back on the website! We are not able to email when an item becomes available.

I really love this! Can I be put on your waiting list?

We are unable to run waiting lists for items, as there is no guarantee that we will get the stock returned, and the last thing that we want to do is to promise you stock that we will not be able to get out to you! Please just check back on the website.

I’ve fallen in love with a piece I’ve seen in a magazine, how do I find it?

The item’s name should appear with it, you can use this to search the website. If you are unable to find it, try checking our Facebook page or email press@hush-uk.com.

Why don’t you have more info in your catalogue?

Our catalogue has been designed to complement the website, and as such we don't want to overload you with information. If you would like to know more about the products such as sizing and fabrics, please have a look online or give us a call and we will be happy to offer assistance and styling advice. 

How do multi-buys work?

We offer multi-buys on many of our basics at different times throughout the year. It’s a great way to stock up on favourites. Quite simply, the more you buy the cheaper they become. The offer only works on the same product but you can mix colours and sizes as you choose. The prices are shown by clicking on the ‘multi-buy’ drop down on the item page. The discounts are applied automatically as you add items into your basket. In case of part return of a multi-buy set, or similar discount, the promotion will be void and you will be refunded proportionately according to the value of goods kept.

How do I leave a review on a product?

Just visit the product page online and select ‘reviews’ on the right hand side, then ‘write a review’, and it will be published in the next few days. Your feedback is so useful to us and we love hearing it, we always read it and share it.

How does your sizing work?

Please see our Sizing and Garment care.

MAILING PREFERENCES
I’d love a catalogue

We hope you love our catalogue as much as we do. Please click here to request a catalogue.

I’d like to amend my email preferences

You will receive emails from us once you place an order or create an account. If you’d like to unsubscribe from our email newsletter please do so by clicking the link within the email itself. This will only affect marketing emails; you will still receive those relating to any orders placed.

I’d like to amend my catalogue preferences

You can update your mailing preferences by logging into your account. If you have received a catalogue you were not expecting, or are not a customer of ours, it's likely to have come via a third party mailing list. You will have, at some point, clicked a box on another website to say you’re happy for your details to be shared. We only send one catalogue as we think you may like it but you may find you’re also receiving others that you did not request either. The simplest way to stop receiving unsolicited mail is to register with the Mailing Preference Service (MPS), a free service supported by the Royal Mail. It will save you having to contact each company individually. Just for your interest; we work with a company that grows trees specifically to print catalogues in a bid to limit our environmental impact as much as we can. Similarly we recycle our catalogues and would encourage you to do the same. 

MY ACCOUNT AND TECHNICAL ASSISTANCE
Why won’t my tracking number work?

Your parcel gets assigned a tracking number when it is packed. This number becomes active when the Royal Mail scans it in, so if it’s not showing you any information try again in the morning. If you have any further complications please just get in touch.

Where do I put my gift voucher code?

Enter your Gift voucher code at the payment stage of your checkout. You can check your balance and use it as a payment. 

Why won’t my promotional code work?

If you have a promotional code, be sure to enter it in the promo code box at the basket stage of the checkout. Any amendments will then appear on this page. You may need to select your preferences i.e. if the code offers free premium delivery you may need to select the amended free premium delivery option. If a promo code is invalid, it may be that the code has expired or the items in your bag are not included in the promotion. Please check the requirements for the code you have. If you think your promo code should be valid, please contact us.

What’s a wishlist?

This is your chance to save items to a wishlist. We find this really helpful if you’re putting together outfits or you just want to remember which pieces you love. You can add any items by clicking ‘add to wishlist’ on any product page. You can also send your list to a friend; great if you’d like to share it, or if someone needs a hint at what to get you for a gift! Garments in your wishlist are still subject to availability. For information on ‘pre order’ and ‘out of stock’ items please ‘My Order’ and ‘Our Products’ above in the FAQ.

I amended my order over the phone but the details in my account haven’t changed?

Don’t panic, we’ve made the changes for you however when you look online at your account you will see the original order, this is perfectly normal.