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?
Each product page carries a Size & Fit link with garment-specific measurements (chest, waist, body length, sleeve) and a comparison to standard UK menswear sizing. Where a piece runs slim or generous, we say so explicitly.
How are your garments cut?
Our tailoring follows a soft-shouldered British house cut: clean through the chest, gently shaped at the waist, with a natural shoulder line. Our knitwear sits true to size; our shirting is offered in two fits, classic and tailored.
Do your fabrics stretch?
We work almost exclusively with natural fibres. Linens and certain cottons relax slightly with wear; wools and cashmeres recover their shape after rest. We do not add elastane to tailoring or knitwear.
Are your pieces machine washable?
Some are, many are not. Care symbols on the inner label and the Care tab on the product page are definitive. As a rule, our shirting and most cotton-jersey polos are machine washable at 30 °C, while tailoring, knitwear and linen pieces are dry-clean or hand-wash only.
What if I am between sizes?
For tailoring and knitwear we usually recommend sizing up; for shirts and polos, sizing down. If in doubt, email contact@halsworthhayes.shop with your chest and waist measurement and we will advise.
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 damp and dry flat or on a hanger, away from direct sun. Linen is meant to crease — pressing while slightly damp restores 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 water out flat between two towels and dry flat away from heat. Store folded, not 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 soften with washing without losing structure. Avoid tumble drying, which shortens 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. Dry-clean only when necessary — twice a year is usually sufficient for a well-aired suit.
Do you offer a fabric-content breakdown?
Yes. The Fabric & Origin section on every product page lists the fibre composition, the mill country and the country of make.
Orders
How do I place an order?
Add items to your basket, proceed to checkout, enter delivery and payment details, and confirm. 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. Email contact@halsworthhayes.shop as quickly as possible quoting your order number. After that window, the order is in pick-and-pack and must 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 single order via the link in their order-confirmation email.
Do I need an account to shop?
No. Guest checkout is supported. An account simply makes repeat purchases and returns more convenient.
Payment & Pricing
Which payment methods do you accept?
The full list — including card schemes, digital wallets and any installment options available in your market — is published on our Payment Methods page.
Which currency are prices shown in?
Default currency is pound sterling (GBP). Other currencies are displayed for convenience based on the customer’s market; the GBP figure shown at checkout is the contractual price.
Is VAT included?
Prices for orders shipped within the United Kingdom include UK VAT at the prevailing rate (currently 20%). For shipments outside the UK, VAT is removed at checkout where applicable; import duties and local taxes may apply on arrival and are the recipient’s responsibility (see Shipping & Delivery).
Can I use a discount code?
We rarely run discounts. When we do, codes are entered in the Discount code field at checkout. Only one code may be applied per order, and codes cannot be combined with gift cards beyond their face value.
Do you sell gift cards?
Yes. Digital gift cards are available in fixed denominations and can be redeemed at checkout. They do not expire and cannot be exchanged for cash.
Shipping
Where do you ship?
We ship throughout the United Kingdom and to most international destinations. The current list, with carriers and timeframes, is on our Shipping & Delivery page.
How long does delivery take?
UK standard: 2–4 working days. UK express: 1–2 working days. Europe: 3–7 working days. Rest of world: 5–10 working days. Working days exclude weekends and 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. The same number is shown in My Orders.
Will I need to sign for delivery?
Most parcels require a signature on delivery. For unattended deliveries, the carrier may leave a card to arrange a redelivery or a safe-place option.
Can an order arrive in multiple parcels?
Yes — large orders or orders combining stock from different workshops may ship in more than one parcel, with separate tracking numbers and no additional cost to you.
What about customs and duties?
For destinations outside the UK, the recipient is responsible for any import duties, taxes and customs handling fees applied by the destination country. Refusing a parcel because of duties does not constitute a valid return; see our Shipping & Delivery page.
Returns & Refunds
What is your returns window?
You have 30 days from receipt to request a return for any reason. The cancellation right under the Consumer Contracts Regulations 2013 (14 days) is preserved in full and runs concurrently. Full conditions are set out in Returns & Exchanges.
How do I return an item?
Email contact@halsworthhayes.shop with subject line “RMA request – [order number]”. We will issue a return authorisation, the correct return address and a prepaid label where applicable.
How long do refunds take?
Refunds are issued within 14 days of receipt and inspection of the returned items, to the original payment method. Bank processing may add 3–5 working days. Detail is set out in our Refund Policy.
Can I exchange instead of refund?
Yes — for size and colour, subject to availability. Exchanges are processed once your original item is received and inspected.
Are there exceptions?
Made-to-order pieces, altered garments and gift cards are not returnable. Underwear and swimwear are returnable only if the hygiene seal is intact.
Privacy & Security
How do you use my personal data?
We process personal data only to fulfil your order, manage your account, send service emails and (where you have opted in) send marketing. Full detail is in our Privacy Policy.
What cookies do you use?
Strictly necessary, functional, analytics and (with consent) marketing cookies. Categories, retention periods and how to manage preferences are described in our Cookie Policy.
How do I unsubscribe from marketing?
Use the unsubscribe link at the foot of any marketing email or email contact@halsworthhayes.shop. Service emails (order, dispatch, refund) cannot be opted out of without closing the account.
How do I delete my account?
Email contact@halsworthhayes.shop with subject line “Account deletion request”. We will process the request within 30 days, retaining only what we are legally required to keep (for example, transactional records for HMRC).
I have received a suspicious email claiming to be from you. What should I do?
Do not click any links. Forward the email in full to contact@halsworthhayes.shop. We will never ask for your password, full card number or CVV by email.
Sustainability
Where are your fabrics sourced?
From established mills in Italy (Biella, Como), Portugal (Vale do Ave), Scotland and Yorkshire. Mill country is disclosed on every product page.
What does your packaging consist of?
Outer cartons in FSC-certified recycled card, garment bags in recyclable LDPE, acid-free unbleached tissue, paper tape. No single-use plastics in retail packaging.
What is your position on modern slavery?
We comply with the Modern Slavery Act 2015 and require written confirmation from every manufacturing partner that workers are paid at or above the local statutory minimum and that no child or forced labour is used.
Do you offer repairs?
Yes — minor repairs (rebuttoning, small seam repairs, knitwear darning) are offered at cost on garments purchased directly from us within five years of purchase. Email customer care to arrange.
Wholesale & Trade
Do you wholesale to retailers?
Selectively, to a small number of multi-brand stockists.
How do I become a stockist?
Email contact@halsworthhayes.shop with subject line “Wholesale enquiry”, including trading name, location, established brands carried and a brief description of the store.
Press & Marketing
Who handles press?
All press, sample loans, image requests and editorial enquiries are handled by our customer care team. Write to contact@halsworthhayes.shop with subject line beginning “Press –”.
Is a press kit available?
Yes, on request to accredited media. It includes a brand fact sheet, lookbook imagery and high-resolution product photography.
Loyalty / Rewards
Do you have a loyalty programme?
Not at present. We are considering a small, considered programme for repeat customers — likely focused on alterations, repairs and early access rather than discounting — and will announce it in due course. Newsletter subscribers will be the first to hear.
Other
Do you offer gift wrapping?
Yes. A complimentary gift-wrap option is available at checkout — recycled tissue, ribbon and a hand-written card if you provide a message.
Do you have physical stores?
No. Halsworth & Hayes is online only at halsworthhayes.shop. We may host occasional pop-ups; subscribers are notified first.
Do you offer alterations?
We do not currently alter trousers or sleeves before dispatch. Many of our customers use a trusted local tailor for fit adjustments. Minor repairs on items purchased from us are offered at cost as described above.
How do I get in touch about anything else?
Email contact@halsworthhayes.shop. Full contact information, hours and complaints procedure are on our Contact Us page; legal details are in our Legal Notice.