FAQs

HERE TO HELP


While we've tried to ensure that all the information you'll ever need to know about our products is on this site, you may still have a few questions.

Our Live Chat feature will help with any product & stock questions you may have. Our Customer Service team are happy to help Monday - Friday between 08:30 - 16:00.



My Order

Where is my order?

We typically dispatch orders within 1-3 working days, however, this can vary in busy periods. Once we dispatch your order and hand it over to our delivery partners, you will receive a dispatch confirmation email.

UK Next Working Day & UK Saturday Delivery orders placed within the stated time frame will be dispatched same day.

All of our delivery options are tracked and your tracking number will be sent to you via email after dispatch.

For full information on our delivery fees & time frames, you can visit our Delivery Details page.

Please check the tracking number that is sent to you on your dispatch email. If you haven’t received a dispatch email, then your order is still being processed.



Estimated shipping times:

Shipping time varies depending on the chosen shipping method and dispatch periods. The majority of orders are dispatched within 1-3 working days. However, this can be longer in our busy sale periods but please be assured our team are working hard to get your order out to you as quickly as possible.

At a glance, our current dispatch periods are updated regularly on the top banner of our website and again at checkout.

All information concerning specific shipping types, prices and estimated delivery times can be found in our Delivery Details.

You will also receive a tracking number via email once your order has been dispatched to the courier so you can stay updated. If you have not received your order confirmation or dispatch email, please check your junk or spam folder.



Clarity on shipping costs:

Our complimentary free shipping over £95 offer is applicable on full price or sale items and applies automatically to the UK standard shipping at checkout.

All information concerning specific shipping types, prices and estimated delivery times can be found in our Delivery Details.

Our UK standard delivery (£3.95 or free on orders over £95) is carried out by Royal Mail via their Tracked 48-hour service.

UK Premium delivery (£5.50) is delivered by DPD within 24 hours of dispatch. Please note that dispatch typically takes 1-3 working days, and sometimes longer in sale periods. For a guaranteed next day delivery please opt for our UK Next Working Day delivery option.

Please be aware that dispatch periods may vary, updated dispatch times will be available at checkout.

For our guaranteed UK Next Working Day and UK Saturday Delivery placed within the specified time frame, we will ensure your order is dispatched the same day in time for delivery the following day.

UK Next Working Day delivery (£8) is carried out with Royal Mail’s special delivery, signed for service. Order before 12 pm Monday-Thursday for guaranteed delivery arriving before 1 pm the following day. Orders placed on a Friday will be delivered the following Monday. Please note that this service may be unavailable during busy periods.

UK Saturday Delivery is fulfilled by Royal Mail Special Delivery and costs £12. Orders placed with this service before 12 pm on a Friday will be delivered before 1 pm on Saturday. Please note that this service may be unavailable during busy periods.



Missing or Damaged Parcel:

At Hurleys, we are committed to providing top quality products. Before any parcel leaves our warehouse every item is quality checked by our packing team on our CCTV covered packing bays which help us to investigate in the very unlikely event that there is an issue with your order upon receipt.

If you receive an item that is damaged, please contact us immediately, we are happy to launch an investigation into how this occurred and look to resolve this for you ASAP.

Please retain all outer packaging as this will be required to pursue a claim if needed.

If your tracking information is updated to show the parcel is delivered but you have not yet received your item, please ensure that you check to see if a calling card has been left, if the item has been left in a safe place, or if the parcel has been taken in with a neighbour before contacting us.

Please note that if you input a safe place option for your delivery, then you are liable once the item is delivered. Hurley's do not accept responsibility for missing items once they have been delivered.

If your parcel is lost, damaged, items are missing or not delivered or you have any other concerns regarding your order, please contact us on 01706 628114 or via email at sales@hurleys.co.uk.



Product Information Request:

We try to include as much information as possible when uploading products to our website to ensure that your experience shopping with us is as easy as possible.

Please read the product description for more information on a product, including material composition, dimensions, and any sizing and styling hints from our team.

We have comprehensive size guides available for the majority of the brands we stock to make sure you can purchase the size you require with the confidence that it will fit perfectly.

If you have specific queries regarding a manufacturer style code, sizing information or material information please do not hesitate to contact us.

Our customer service department is open Monday - Friday 08:30 - 16:00 and we are more than happy to assist you with your enquiries.

Product Authenticity

Are our products authentic and are we a licensed retailer?


To put it simply, yes, and yes!
All of our products are authentic and we’re proud to have long standing relationships with stylish, leading brands including the likes of Vivienne Westwood, Armani, HUGO BOSS, Ted Baker and Barbour amongst many more.

Back in 1955, Mr Ron Hurley himself opened the first Hurley store located in Manchester City Centre and we established ourselves as the original sports shop for the city’s specialist sporting needs. Learn more about our heritage on our About Us page.

Since then we have branched out, committing to provide the same excellent service for luxury clothing brands in-store and online.

Thousands of customers have rated us 4.5 out of 5 stars based on service and quality of product, you can read all of our genuine customer reviews on our reviews page.

The business is still independently owned and operated by the Hurley family, meaning each brand has been carefully selected by our buyers to uphold our reputable standards.

Discount Codes

How to apply a discount code

Discount codes can be applied once you have registered on the website and you are logged in.

Enter the relevant discount code at the checkout and click apply. The basket total should update to align with the discount.




Why is my discount code not working?


If your discount code is not working, it could be because the code you are attempting to use has expired or the items in your basket may not be included in the offer - this could be due to brand/category exclusions or because the item is already discounted. Typically only one discount code can be used per order unless stated otherwise.

Our 'FIRSTORDER' code is only applicable on full-price items (not items already discounted in our sale), you must also register for an account and make sure you are signed in to use this code.

If you are still experiencing difficulties regarding discount codes, do not hesitate to contact us.

Amend My Order

I’ve ordered the wrong size/item, what should I do?


If you’ve been whisked up in the thrill of shopping and checked out with the wrong size in your basket - don’t worry we’ve all been there.

Please get in touch with our customer service team as soon as you notice an issue with your order

If your item has not yet been dispatched, we may be able to intervene and change the order.

If you have ordered the correct item but in the wrong size, we may be able to change this for you without causing much delay to your order - this depends on stock availability.

If you have ordered the wrong item, we would need to cancel and refund the order so you can place a new order with the correct item.

If the item has already left our warehouse and been handed over to our delivery partner, you can either reject the delivery so the courier will return to us, or you can accept the delivery and return yourself at a later date. Please be aware we do not offer a free returns service - so it's always best to try to rectify any issues before the order is handed over to our delivery partner. Returns postage is payable by the customer and can vary dependent on size/weight of the parcel and the delivery service used. For more information, please read our Returns Policy.

If your item has arrived but does not fit, we can offer an exchange. Please complete the Return Form enclosed in your parcel and return within 14 days of receipt of your order stating the size that you require in exchange.

If this size is in stock it will be sent out to the original UK shipping address. If your desired exchange is not in stock, we will issue a refund. Your first exchange is sent without further delivery charge.

Please note that we cannot exchange for items of a different value where extra payment is required.

Our Return address is:

Hurleys, Unit B12F
Heywood Distribution Park
Pilsworth Road
Heywood
OL10 2TS


I’ve entered the wrong delivery address, can I change it?


Unfortunately, the address that you provided will have already gone through our security checks and the details cannot be changed after the order has bee placed.

If you need to change the address we would have to cancel and refund the order. We would then ask you to re-order with the correct delivery address details.

Don’t worry about losing a discount code! If you used a code on your order and need to cancel, we will help you to redeem this on your new, correct order - just get in touch.

Problem With My Order

My delivery tracking shows delivered but I haven't received my parcel.


Please get in touch via email (sales@hurleys.co.uk) with your order number and details so we can investigate this for you.

If your parcel was sent via Royal Mail Tracked 48, we are unable to put a non-delivery claim in until 7 days after the tracking page shows delivered. In the meantime, we would advise checking if you have received a red 'Sorry We Missed You' card that may indicate where the parcel has been left or if it has been returned to the delivery office. Please check with your neighbours and any potential 'Safe Place' i.e. garden, porch, bins.

If the parcel still has not turned up after 7 days, we are happy to put a claim in on your behalf with Royal Mail. In order to do this we will need you to answer some questions. Please get in touch via email (sales@hurleys.co.uk) with your order number and details so we can investigate this for you.

If your parcel was sent via DPD as part of our UK Premium delivery service, the tracking page will show a photograph of the parcel when delivered - we would advise you check this image first to see if you recognise the area the parcel was left in.

If you are unable to locate the parcel after checking any 'Safe Place' i.e. garden, porch, bins - we can contact DPD on your behalf to put in a non-delivery claim.

Unfortunately, once we have handed over to our delivery partner we have fulfilled our part of our contract with you, and while we will be happy to assist you as much as we can with any delivery issues, we are unable to control the length of time of the investigations conducted by our delivery partners. We are also unable to control their final verdict on whether a claim is awarded or not.

If you have any further queries, please get in touch with our friendly customer service team.




My parcel has arrived damaged/missing items.



All of our items are quality checked by our staff in our CCTV monitored packing bays to ensure your order arrives in the perfect condition. In the rare event your item is damaged we will be happy to investigate this and put this right for you.

Please get in touch via email with your order number and details of the problem and our team would be happy to look into this for you. Keep hold of all packaging as this will help us investigate your claim. In your email please include photographs of the damage to help our team look into this.




The item purchased has broken/become faulty over time.


In the unlikely event your item breaks or is faulty, please get in touch so we can investigate this further. Please send photographs of the fault, alongside an explanation & your order number to our email address sales@hurleys.co.uk - after your email is reviewed by staff we will offer a free returns label to get the item back to us for a thorough inspection.

With faulty or broken items we first need to establish if it was a manufacturer fault or just a product of wear and tear. Any faults due to wear and tear, incorrectly following washing instructions or misuse of an item will not be accepted as a faulty return.

Faulty returns will only be accepted if a manufacturing fault is found and the item is within the warranty period - this is 1 year for most items, but varies from brand to brand.

Hurley reserves the right to send a faulty item for independent testing to determine if a fault is due to manufacturing or any of the previously stated reasons before accepting this for a refund.

If a manufacturing fault is found a full refund will be issued to the method of payment unless an exchange or credit is preferred. If we are able to offer a replacement we will do so.

Please be aware that while we prioritise faulty returns, it may take up to 14 days for our team to process your return. We will be in touch as soon as we have an update for you.




Returns Information

Do we offer free returns?



We do not offer a free returns label, returns postage is payable by the customer and can vary dependent on parcel weight, size and delivery service used.

We also advise that all return packages are sent with a tracked, insured service as we can’t take responsibility for lost or damaged items in the return transit.

Please ensure that your returns parcel is well packaged and includes the completed Returns Form, as no form may mean we are unable to process your return. Please ensure that all original boxes, packaging and free gifts are included otherwise we may reject or the value may be deducted from your refund.

If you are local to our Bolton or Wigan stores, we will happily accept your web order return in-store. Please be aware that the return will not be processed in-store, this is just a free drop off point. Returns to the store must be packaged as detailed above, including a completed returns form and invoice inside the parcel. The WEB order number must be on the outside of the parcel. Visit our store information page to find our address and opening hours.

You will have received a returns form in your original order alongside your invoice, but if you need a replacement you can download and print a new returns form. If you are having trouble viewing the Return Form PDF file, please follow this link: http://get.adobe.com/reader/

Our Return address is:

Hurleys, Unit B12F
Heywood Distribution Park
Pilsworth Road
Heywood
OL10 2TS




Have you received my return?



We do not currently have a method of notifying customers once their parcel has been returned to our warehouse. By sending your return parcel via a tracked postal service, you will be able to determine when your parcel has been received and signed off by our staff by checking the delivery provider’s tracking website.

We will be in touch via email as soon as your return has been processed.




How long does it take to process returns?



Refunds will be applied as quickly as possible, although during busier periods this may take up to 14 days from receipt of your return.

You will be alerted via email when your refund has been applied.

Anything Else?

For any other queries please don't hesitate to contact us at sales@hurleys.co.uk or call +44 (0) 1706 628114.