FAQs
Rated 4.5/5 Stars on Reviews.co.uk International Shipping Free UK Delivery on orders over £65 (Excluding Sale Items) Free Delivery to Store
  • Rated 4.5/5 Stars on Reviews.co.uk
  • Free UK Delivery on orders over £65 (Excluding Sale Items)
  • International Shipping
  • Free Delivery to Store

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. 


I HAVE A DISCOUNT CODE. HOW DO I USE IT?

You can enter discount codes against items in your basket once you have registered on the website and you are logged in. Enter the relevant code at checkout and click apply. The total should then update. If the code doesn't work please check that it is in date and you have the added the correct products to your basket to qualify for the discount.

Please note, codes can only be used against full priced items unless specified and only one discount can be applied per order. If you are still having trouble please email Customer Services.

PRODUCT INFORMATION

I have found the product I would like to purchase, but I cannot select my size?

There is a possibility that the item may have sold whilst you were browsing. Please start a live chat with us or ring us on +44 (0) 1706 628114 we will be able to check if we will be receiving any more stock of this item.

 

I cannot find the product that I am looking for online. Does this mean you do not stock the item?

There is a possibility that the item may have sold out. However, not all our products are listed online, there are some brands we only stock in-store. If you need further assistance please contact us via live chat or ring us on +44 (0) 1706 628114. 

 

I have seen a product I am interested in on the website; will my local Hurley store have it too?

All of our items are stocked in-store, however to be sure your nearest store has your item in the correct size please contact us via live chat or contact the store directly. 


Bolton Mens, Womens & Kids - 01204 468 434
Wigan Mens, Womens & Kids - 01942 497 583


Can you give me any more information on a product? 

We try to give as much information as possible on each product including colours, materials and washing instructions. We also have a zoom facility to allow a closer look at the details on all our products, but if you do require further information please contact us via live chat or ring us on +44 (0) 1706 628114. 

Are the pictures shown on the site an accurate representation of the actual product?

Every effort is made during the photography process to ensure the images you see online are as accurate as possible.  Please bear in mind that all monitors have different colour settings so use the zoom functionality to get a close up view of the items and check the product description for information on the colour way.

MY ORDER

I have yet to receive my item, is it on its way?

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.
When UK Standard Delivery has been chosen, the order is sent on a Tracked 48 service, please allow for up to 3-5 working days for your order to be delivered.
If you haven’t received the package, but it has been delivered then you must contact your post office/ sorting office and quote your tracking number. Please note that if you input a safe place option at the time of checkout, then you are liable once the item is delivered.


Safe place

We do offer the choice of a Safe place if you won’t be in at the time of delivery, however please note that if you enter a safe place option then your order will not be sent signed for, you are also liable once the item has been delivered by our courier.
Please be aware that a safe place cannot be applied for Next Day Delivery orders.


Can I change my Delivery address?

Unfortunately the address has already gone through our security checks and the details cannot be changed. If you need a change in the address we would have to cancel and refund the order and we then ask you to re-order with the correct details. 
If you have used a discount code and we then refund your order, you will be able to use it again.



Can I add another item to my order?

Sadly we would have to cancel and refund the order and then you can make an amended order with the correct items. 
If you have used a discount code and we then refund your order, you will be able to use it again.



My item has arrived but it does not fit, please can I exchange it?

Please complete the Return form enclosed with your original parcel and return to us within 14 days of receipt of your order stating the size you require in exchange and if in stock we will ship out standard delivery free of charge to the original  uk shipping address, if the item you require in exchange is unavailable we will issue a refund , please note we cannot exchange for items of a different value where extra payment is required.

Unfortunately we do not offer a free return service.

Unfortunately at this time we cannot offer exchanges to  Europe or International orders, please return your original order to us within the 14 day specified  period and place a new order for the item (s) you require.


Our Return address is: 

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

An exchange for the item can be made In Store for any product that is the same price or lower in value. A Credit note will be given for the difference in value. We cannot take money towards an item that is more expensive than the one you have purchased from our web site.
The distance selling laws no longer apply if exchanged In Store and the item is subject to the stores returns policy.



I have sent my item back but have yet to be issued a refund

We aim to process refunds within 14 days of the goods arriving back to us, however if you have any concerns please email sales@hurleys.co.uk and we will check the status of your refund.


I have received my item but it doesn’t look the same as the picture

Some items may have a pattern difference or slight colour difference; this is something we cannot help as it depends on a number of things including your computer screen. 

Please note that UGG® Australia boots also state:
“No two UGG boots are the same, we have used a variety of techniques to make your new boots truly one-of-a-kind. Literally, no two boots are alike. They have been flexed, smashed and buffed, all to varying degrees, in order to create boots that have a beautiful and unique character.”

If you are not happy with the product then please feel free to return it to us.



In store and online transactions

Please note that our stores have different policies and procedures in place. If you have bought in store then you will be offered an exchange or credit note once you purchase an item. If an order is placed online you are offered a refund under the Distance Selling Laws. 

Both in store and online reserve the right to send items, returned to us as faulty, for examination before a refund is given.

PAYMENT & SECURITY

I have tried to place an order on your site but the payment has failed yet the money has come out of my account.

If you haven’t received a confirmation email from us then your order hasn’t gone through with our site, this also means that no money has come to us. The payment may have failed for a number of reasons, please make sure you use the billing address registered with your card, this might be a cause of the transaction not going through. Your bank will authorise the payment however it won’t be authorised to be received by us if the payment has failed. The money hasn’t come out of your bank account; it has created a shadow on your account and will automatically show back in your account within a few days depending on who you bank with. If you have any further questions then please contact us.



Is it safe to order online?

When you input your name, address or credit/debit card details on to the web site, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit cannot be read in the unlikely event it is intercepted. If you are unsure as to when the SSL security is being applied, check that there is a Padlock icon or Key icon in the grey bar at the base of the page you are reading.


LOYALTY ENQUIRIES

Why is my address required?

Your address is required for any queries in the future, you must ensure that your information is kept up to date on our Loyalty system. This responsibility lies with you to inform us of any change of address, we don’t want you to miss out on any points!



Why is my email required?

Your email address is a must. We love to send you newsletters informing you about our events and offers exclusively for Loyalty customers. We want to reward our loyalty customers and by sending you a newsletter we can ensure you don’t miss out!



I have a Loyalty Card but it won’t let me use my points online?

Please check that you have the correct Loyalty number and that you have registered your details on the site. If you have any problems please call the customer services on 01706 628 114 or email sales@hurleys.co.uk. 



I have lost my Loyalty card and need a replacement. 

If you have misplaced your loyalty card please visit your local store with a form of photo I.D and you will be issued with a new card. 



Having issues online with your Loyalty account?

Please email sales@hurleys.co.uk, explain your issue and include the following information:
Name
Address
Postcode
Email


In all cases please state the reason for your email, if you are unsure of which address your card is under please write them both. If your loyalty card is in a partners name please make sure you let us know. The more information you provide the quicker your query/problem will be solved.

DELIVERY

All information to do with delivery can be found here.
For any other queries please don't hesitate to contact us at sales@hurleys.co.uk or call +44 (0) 1706 628114.