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, alternatively you can email sales@hurleys.co.uk. Our Customer Service team are happy to help Monday - Friday between 08:30 - 16:00.

Please see our drop-down options below for our frequently asked questions.

My Order

Where is my order?

We typically dispatch orders within 48 hours, however, this can vary in busy periods. All of our delivery options are tracked and your tracking number will be sent to you via email after dispatch. Please refer to your tracking number for further delivery updates.

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.

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

Estimated shipping times:

Shipping time varies depending on the chosen shipping method and dispatch periods. The majority of orders are dispatched within 48 hours. 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.

All information concerning specific shipping types, prices and estimated delivery times can be found in our Delivery Details. We ensure to update our current dispatch periods regularly.

Why is my date of birth required?

We ask for your birthday at sign up as our payment gateway is through Klarna who require your birthday to process any payment. We also share exclusive birthday treats and offers for your birthday.

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 4.6 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 our 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.

Discount codes cannot be used in conjunction with any other offer.   

Our 'FIRSTORDER' code is only applicable on full-price items, 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?

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 typically 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. For more information, please read our Returns Policy.

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

Yes! Please contact our Customer Service Team as soon as possible to have your delivery address amended.

Unfortunately, we are unable to amend this change if your order has already been dispatched.

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, 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 calling 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.

Missing or damaged parcel?

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 delivery 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.

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.

Hurleys 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
All returns information can be found on our Returns Policy page.

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 store, we will happily accept your online order return in-store. Returns to the store must be packaged as detailed above, including a completed returns form and invoice. 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.

Our Return address is:

Unit B12F,
Hurleys (Your WEB Number),
Heywood Distribution Park
Pilsworth Road
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 01706 628114.