Contact Us

Contact Halsworth & Hayes

Customer enquiries about products, orders, delivery, cancellations, returns and refunds are handled by email. Secure Payment Ltd is the seller responsible for responding to these enquiries.

Customer Care

  • Email: contact@halsworthhayes.shop

  • Hours: Monday to Friday, 09:00–18:00 GMT/BST, excluding English bank holidays

  • Typical response time: within 1 business day

If you have contacted us and have not received a reply within 2 business days, please resend your message with the subject line beginning “Escalation –” and we will review it as a priority.

Order enquiries

To help us resolve order questions as quickly as possible, please include in your email:

  • your full name as it appears on the order;

  • your order number, for example HH-1042, as shown in your order confirmation email;

  • the email address used at checkout, if different from the one you are writing from;

  • a short summary of the issue, for example a delivery question, sizing query or address update request.

For delivery timeframes, tracking and shipping information, please see our Shipping & Delivery page.

Returns enquiries

Returns and exchanges are handled under our Refund Policy.

To notify us of a return, exchange or statutory cancellation, email contact@halsworthhayes.shop with your order number and a clear statement of what you want to do. Our approval and an RMA are not required to exercise a statutory cancellation right. We will acknowledge your notice, provide a reference and send practical return instructions for the current return recipient in Dongguan, Guangdong, China. Do not send returns to our registered office in Poole.

Faulty product reporting

If an item arrives faulty, damaged or not as described, please report it as soon as reasonably possible by emailing contact@halsworthhayes.shop with the subject line “Faulty item – [order number]”.

To help us assess the issue, please attach:

  • two or three clear photographs showing the fault;

  • a photograph of the care label, where relevant;

  • a photograph showing the item as a whole.

These steps help us investigate the issue efficiently. Your statutory rights under the Consumer Rights Act 2015 are not affected.

Complaints procedure

If something has gone wrong, we want to hear about it. Our complaints process has three stages:

Stage 1 – Customer care
Email contact@halsworthhayes.shop with the subject line “Complaint –”. We aim to acknowledge complaints within 1 business day and to provide a substantive response within 5 business days.

Stage 2 – Management review
If the initial response does not resolve the issue, you may request escalation to management. A senior reviewer will assess the matter and respond as soon as reasonably possible.

Stage 3 – External guidance
If you remain dissatisfied, you may seek further guidance through Citizens Advice or your local Trading Standards service.

Registered office

Formal legal correspondence, such as service of process or regulatory notices, should be addressed to our registered office:

Secure Payment Ltd trading as Halsworth & Hayes
Lytchett House
13 Freeland Park, Wareham Road
Poole, Dorset, BH16 6FA
England

Companies House registration number: 16138815

Please do not send returns to this address. Returns sent to the registered office cannot be processed as standard returns.

Anti-phishing reminder

Halsworth & Hayes will never ask you by email or social media for:

  • your account password;

  • your full payment card number;

  • your card’s CVV/CVC;

  • your online banking credentials.

Legitimate emails from us are sent from the @halsworthhayes.shop domain. If you receive a suspicious message claiming to be from us, please do not click any links and forward it to contact@halsworthhayes.shop for review.

Further detail on how personal information is handled is set out in our Privacy Policy.

COMPANY INFO

Store name: Halsworth & Hayes

Legal entity: Secure Payment Ltd

Trading as: Halsworth & Hayes

Company number: 16138815

Registered office: Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, England

Email:contact@halsworthhayes.shop

Customer care: We aim to respond within 1 business day, Monday to Friday.