Returns

UK & International Returns Policy - Last Updated 16/03/2020

Coronavirus Update

As the situation with Coronavirus evolves, we're increasing our returns deadline to 90 days for the foreseeable future. So if you need to send something back to us but can't get to the Post Office (or don't feel safe doing so), there's no hurry. We're continuing to operate as usual, but we'll keep you updated if there are any disruptions to the usual hush service. 

If you have ordered to a location you can longer access and the item is successfuly delivered, our returns policy has been extended to give you plenty of time to retrieve your parcel. If you require your items more urgently, we would suggest placing another order to your home address.

If the local courier is unable to deliver your item, you will be contacted to arrange redirection of your delivery. Failing this, the parcel will be returned to the depot and held for 18 days before return to hush. You will then be issued a refund in line with our returns policy. 

Please note our standard refund guidelines apply - items must be returned unworn, unwashed and with original tags attatched. 

UK Returns Process

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

Peel off the pre-paid returns label from the despatch note, stick it on your return parcel and send it back to us at the address below.

hush
C/O Torque
Wortley Moor Road
Wortley
Leeds
LS12 4JH

We strongly recommend you obtain a proof of postage receipt from the Post Office as we can’t be held responsible for packages that fail to arrive.

You are entitled to one pre-paid returns label per parcel that you receive. If you require an additional label, please click here.

*Free Returns UK only

Returns from outside the United Kingdom

Refunds from outside the UK on orders depsatched after 04.03.20 are handled by our third party logistcs partner Global E. To begin the refund process please click here.

Refunds

We process returns as quickly as we can, but it can sometimes take a while between posting back the returned item or items and receiving the refund.

You can track your returned parcel to see that it has arrived safely at our warehouse and you will receive an email from us as soon as the refund has been processed, but please don’t contact us unless 10 or more days have passed and you still haven’t received the money.

Refunds are always credited to the original method of payment. 

In order to receive a full refund, all items that were purchased as part of the gift set must be returned. In the event your gift set contains non refundable items such as earrings, knickers or perishable goods such as chocolate, please return the refundable elements of the gift set and we will apportion the refund as appropriate on eligible items.

Exchanges

We’re happy to exchange an item for a different colour or size ONLY. Please follow the process above, indicating that you would like an exchange for a new size/colour in the 'Return Reason Code' column on the returns form.

Please also indicate the colour/size you would like to receive in exchange for the item you are returning in the same column.

All exchanges are subject to stock availability. If an item is out of stock at the time of the exchange being processed, a full refund will be issued.

If you want to exchange for a completely different style, we ask that you place a new order. Exchanges can be made to UK orders ONLY.

If you need your exchange in a hurry, we also suggest you place a new order and send back the wrong size/colour for refund.

Cancellation

You have the right to cancel your order as long as you notify us in writing within 14 days of receipt. You then have 14 days to return your entire order (as per our returns policy) for a full refund, including the cost of any delivery charges.

Please note that enhancements such as next day delivery or gift boxes are not eligible for refund.

Gift Vouchers

Items purchased with a hush gift voucher or e-voucher can be exchanged for another item or for credit back to the original voucher. Gift vouchers and e-vouchers may not be exchanged for cash or redeemed for further vouchers.

Gift Sets & Multi-buys

In order to receive a full refund, all items that were purchased as part of the gift set must be returned. In the event your gift set contains non refundable items such as earrings, knickers or perishable goods such as chocolate, please return the refundable elements of the gift set and we will apportion the refund as appropriate on eligible items. 

Other

If for any reason you do not have a pre-paid returns label that you are entitled to in your order, please contact our customer services team or click here and follow the instructions. You will need your customer and order numbers to complete the form.

Please note the following:

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.

We only offer free returns to UK customers.  

Items purchased in our John Lewis concessions or on the John Lewis website can only be returned to John Lewis. (See here for details). Similarly, items purchased on our website can only be returned to us as per the instructions above.

Unfortunately manufacturing faults do occasionally occur. If you believe an item to be faulty (or is not the item you have ordered), please contact us on 0330 6781468 or email returns@hush-uk.com and we will advise on what to do next.

We are not able in any circumstances to refund return postage costs if you have not contacted us in advance.

Pop-Up Returns

Unfortunately our pop-up stores have now ceased trading. For information on how to return your items please click here.

Refunds

Refunds in store are processed automatically and will show within 3-5 working days, bank dependant.

Once the store is closed we process returns as quickly as we can, but it can sometimes take a while between posting back the returned item or items and receiving the refund.

Please don’t contact us unless 10 or more days have passed, and you still haven’t received the money.

Refunds are always credited to the original method of payment. 

If you purchase a set, you will need return all pieces in the set for a full refund.  We cannot accept any partial set orders for refund. 

Exchanges

We’re happy to exchange an item for a different colour or size ONLY. Please visit the store in order for exchanges to be processed.

All exchanges are subject to stock availability. If an item is out of stock at the time of the exchange being processed, a full refund will be issued.

Other

The following items are not eligible for return: earrings, knickers, perishable items (such as chocolate, hot chocolate, tea, soap and nail polish etc).

Items purchased in our John Lewis concessions or made online must be returned to the original seller and cannot be taken into the hush store for a refund.

For any further information please contact customer services on 0330 678 1468 or via email at contact@hush-uk.com