Frequently Asked Questions
Frequently Asked Questions
The questions below cover the matters our customer care team is most often asked. Where a topic is governed in detail by a dedicated policy, we link to it. For anything not answered here, please write to contact@halsworthhayes.shop.
Sizing & Fit
Where can I find your size guide?
Product pages may include garment-specific measurements or fit notes where available. Please compare the relevant product information with our Size Guide before ordering.
How are your garments cut?
Our tailoring follows a soft-shouldered cut: clean through the chest, gently shaped at the waist and with a natural shoulder line. Our knitwear is designed to fit true to size, and our shirting is offered in two fits, classic and tailored.
Do your fabrics stretch?
We work mainly with natural fibres. Linen and some cottons may relax slightly with wear, while wool and cashmere usually recover their shape after resting. We do not add elastane to our tailoring or knitwear unless this is clearly stated in the fabric composition.
Are your pieces machine washable?
Some pieces are machine washable, while others require dry cleaning or hand washing. The care symbols on the inner label and the Care tab on the product page are definitive. As a general rule, our shirting and most cotton-jersey polos are machine washable at 30 °C, while tailoring, knitwear and linen pieces are typically dry clean or hand wash only.
What if I am between sizes?
Fit varies by style, fabric and cut. Please use the measurements or fit notes shown on the relevant product page, where available, together with our Size Guide. If you are still unsure, email contact@halsworthhayes.shop with your measurements and the item you are considering.
Materials & Care
How should I care for linen?
Wash at 30 °C on a gentle cycle inside out, with a mild detergent and no fabric softener. Reshape while damp and dry flat or on a hanger, away from direct sunlight. Linen naturally creases; pressing while slightly damp helps restore a relaxed finish without flattening the weave.
How should I care for cashmere and lambswool?
Hand wash in cool water with a wool-safe detergent, or use a wool cycle below 30 °C in a mesh bag. Do not wring. Press excess water out flat between two towels and dry flat away from direct heat. Store folded rather than hung. Light pilling is normal in the first wears and can be removed with a cashmere comb.
How should I care for cotton shirting and polos?
Machine wash at 30 °C on a normal cycle and iron while slightly damp. Long-staple cottons tend to soften with washing without losing structure. We recommend avoiding tumble drying where possible, as high heat can shorten fibre life.
How should I care for merino, wool tailoring and worsteds?
Air your tailoring after each wear and brush gently with a soft clothing brush. Steam rather than press directly. Dry clean only when necessary; for a suit that is worn regularly, twice a year is usually sufficient if it is well aired between wears.
Do you offer a fabric-content breakdown?
Yes. Each product page lists the fibre composition of the item in the Details or Fabric section.
Orders
How do I place an order?
Add items to your basket, proceed to checkout, enter your delivery and payment details, and confirm your order. You do not need to create an account, although registered customers can save addresses and view order history.
Can I edit or cancel my order after placing it?
Orders can usually be edited or cancelled within 60 minutes of placement, before they are released to our warehouse. If you need to make a change, email contact@halsworthhayes.shop as quickly as possible and include your order number. After that window, the order may already be in pick and pack and would need to be returned under our standard Returns & Exchanges policy.
How can I view my order history?
Sign in to your account and select “My Orders”. Guest checkout customers can view a specific order via the link in their order confirmation email.
Do I need an account to shop?
No. Guest checkout is available. Creating an account simply makes repeat purchases and returns more convenient.
Shipping
Where do you ship?
We currently ship to addresses within the United Kingdom only. Available shipping options and delivery timeframes are set out on our Shipping & Delivery page and at checkout.
How long does delivery take?
Typical delivery timeframes are shown on our Shipping & Delivery page. As a guide, orders are usually processed in 1–3 business days and delivered in 2–5 business days once dispatched, for a total estimated delivery time of 3–8 business days. Business days are Monday to Friday, excluding English bank holidays.
How do I track my order?
You will receive a dispatch email with a tracking number and link as soon as your parcel leaves our warehouse. If you have an account, the same tracking information is shown under “My Orders”.
Will I need to sign for delivery?
Some parcels require a signature on delivery or an equivalent proof of delivery confirmation, depending on the carrier and service used. Where a signature is not taken, the carrier may record a delivery photo or GPS confirmation.
Can an order arrive in multiple parcels?
Yes. Large orders or orders combining items from different stock locations may ship in more than one parcel, with separate tracking numbers. There is no additional cost to you if we split a shipment.
What about customs and duties?
We ship within the United Kingdom only, so import duties and customs charges do not normally apply to our orders.
Returns & Refunds
What is your returns window?
You have 30 days from receipt to request a return for most items. Your statutory cancellation right under the Consumer Contracts Regulations 2013 (14 days) remains in full effect. Full conditions are set out in Returns & Exchanges and our Refund Policy.
How do I return an item?
Email contact@halsworthhayes.shop with subject line “RMA request – [order number]”. We will confirm eligibility, issue return instructions and provide the correct UK return address. For change-of-mind returns, you arrange and pay for return postage; a prepaid label is provided only for items that are faulty, damaged or incorrect.
How long do refunds take?
Once your return has been received and inspected, refunds are usually issued within 14 days to the original payment method. Your bank or card issuer may need an additional 3–5 working days to show the funds.
Can I exchange instead of refund?
Yes. Where stock allows, we can exchange for a different size or colour of the same style. Exchanges are processed once your original item is received and approved.
Are there exceptions?
Certain items are not returnable unless faulty, including made-to-order pieces, altered garments, gift cards and any item clearly marked as final sale. Underwear and swimwear, where offered, are returnable only if the hygiene seal remains intact and the item has not been worn beyond what is necessary to try on.
Privacy & Security
How do you use my personal data?
We use your personal data to process and deliver your orders, manage your account, provide customer support, send service emails and, where you have opted in, send marketing communications. Full details, including legal bases and your rights, are set out in our Privacy Policy.
What cookies do you use?
We use strictly necessary cookies to run the site, functional cookies to remember preferences, analytics cookies to understand how the site is used, and, with your consent, marketing cookies. Categories, retention periods and how to manage your preferences are described in our Cookie Policy.
How do I unsubscribe from marketing?
You can unsubscribe at any time using the link at the foot of any marketing email, or by emailing contact@halsworthhayes.shop. Service emails relating to orders, such as confirmation, dispatch and refunds, are necessary to perform the contract and cannot be opted out of individually.
How do I delete my account?
Email contact@halsworthhayes.shop with subject line “Account deletion request”. We will process your request within 30 days, retaining only the information we are legally required to keep, for example transactional records for tax and accounting.
I have received a suspicious email claiming to be from you. What should I do?
Do not click any links or download any attachments. Forward the email to contact@halsworthhayes.shop. We will never ask you for your password, full card number or CVV by email.
Sustainability
Where are your fabrics sourced?
We select our fabrics primarily for quality and handle, working with established mills and suppliers. Where relevant, fabric origin or special certifications are noted on the product page.
What does your packaging consist of?
Our packaging is designed to be as low impact as practical: outer cartons made from recycled card, garment bags that are recyclable where facilities exist, and unbleached tissue paper. We aim to avoid unnecessary single-use plastics in our retail packaging.
What is your position on modern slavery?
We are committed to responsible, ethical sourcing and do not tolerate child labour, forced labour or any form of modern slavery in our supply chain. We expect our suppliers to uphold the same standards.
Do you offer repairs?
Where practical, we may be able to assist with minor repairs on garments purchased directly from us. If you need help, email contact@halsworthhayes.shop with your order number and details of the issue, and we will advise on available options.
Wholesale & Trade
Do you wholesale to retailers?
We are open to selective wholesale enquiries from suitable multi-brand stockists.
How do I become a stockist?
Email contact@halsworthhayes.shop with subject line “Wholesale enquiry”, including your trading name, location, brands currently carried and a brief description of your store.
Press & Marketing
Who handles press enquiries?
Press, image requests and editorial enquiries are handled by our customer care team. Please write to contact@halsworthhayes.shop with a subject line beginning “Press –”.
Is a press kit available?
A small press selection is available to accredited media on request. Email us with your publication details and the nature of your feature.
Loyalty / Rewards
Do you have a loyalty programme?
We do not currently operate a loyalty programme. Any future rewards or benefits for repeat customers will be announced via our newsletter and on the website.
Other
Do you offer gift wrapping?
We currently offer simple gift presentation on selected orders, subject to availability. Where available, the option is shown at checkout.
Do you have physical stores?
No. Halsworth & Hayes operates online at halsworthhayes.shop. If we host any pop-up events or trunk shows, details will be shared on our website and newsletter.
Do you offer alterations?
We do not currently offer pre-dispatch alterations such as hemming or sleeve shortening. Many customers choose to use a trusted local tailor for fit adjustments after delivery.
How do I get in touch about anything else?
Email contact@halsworthhayes.shop. Full contact information and legal details are set out on our Contact Informationand Legal Notice pages.
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
Telephone: +44 7834 414553
Customer care: We aim to respond within 1 business day, Monday to Friday.