REFUND & EXCHANGES
If you are not completely satisfied with your online purchase we will happily issue you a full refund for your order (excluding original postage costs, unless faulty) providing they are in original resalable condition within 14 days of you receiving the order.
The item(s) should be returned unworn and in perfect condition, with all packaging and labels still attached. Returns that are damaged, soiled or returned without their original labels may not be accepted and may be sent back to the customer. Hurley reserves the right to reduce a refund to reflect the diminished value for any damage caused by any unnecessary handling. This does not affect and is in addition to your statutory rights as a consumer.
Refunds will be applied as quickly as possible, however during busy periods this may take up to 14 days from receipt of your return. We do not acknowledge receipt of your return but will e-mail when the refund has been applied for you.
Refunds are made by crediting the original method of payment. This does not affect your statutory rights.
Unfortunately we do not offer a free returns service, the return postage is payable by the customer. The cost of postage is dependent upon weight of parcel, please contact your postal service for more information. Please enclose the completed Returns Form with your goods, as no form may result in taking longer to process the return. Please make sure all returned items are well packaged, as not to be damaged in the post. Please make sure all return packages are sent with a track-able, insured service, as we cannot take responsibility for items damaged or lost in the return transit. Returns to store are free, find your nearest store here.
Before your parcel leaves our warehouse, it is fully checked and controlled by our packing team. If you receive an item which is damaged, please contact us immediately.
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 E-Mail at firstname.lastname@example.org. In the case of missing items, all OUTER PACKAGING will be required to pursue a claim if needed.
CONSUMER CONTRACTS REGULATIONS
Under the Consumer Contracts Regulations, you have the right to cancel you order up to 14 days after order receipt date, as long as the items are in their original condition, with all tickets and tags attached. For more information click here.
To download the Returns Form please click here.
If you are having trouble viewing the Return Form PDF file, please follow this link:
PLEASE POST YOUR RETURNS TO:
Web Returns (Your Order Number)
Heywood Distribution Park
Please note - All items must be returned in original undamaged packaging. If a free gift was included, this must also be returned or the value of the free gift will be deducted from your refund/credit. Where provided, any packaging such as authenticity cards, dust bags and leather tags should be included in your return.
Clothing - When trying on clothing, please ensure that you are not wearing any fragrance, make-up, fake tan or deodorant that may leave a scent or mark.
Jewellery – Please avoid contact with perfume, deodorant, hairspray or water which will dull or discolour certain items. Avoid scratches by storing in a non-abrasive box or pouch. Handle with care and do not apply unnecessary force.
Watches - The watch itself is subject to the manufactures warranty. The length of the warranty is dependent on the brand. Should the battery be changed before this time by anyone other than the supplier, the warranty for the entire watch is null and void and cannot be returned for any reason. If the battery does need changing before 12 months please get in touch with the location you purchased this from (online or in-store). Please ensure you have your proof of purchase, so we can arrange a battery replacement with the supplier without voiding your warranty. Please be aware we have no control over the time frame as it is at the sole discretion of SWICO (watch service centre).
Footwear - Will only be accepted if returned to us unmarked and in their original and undamaged packaging as this is considered part of the product. Please note decorative detail such as beading/sequin embellishment that is subject to contact damage/wear and tear is not covered by the manufacturer's guarantee.
Swimwear - For hygiene reasons, swimwear can only be returned if the protective seal is still intact.
Earrings, Face Masks & Underwear (excluding bras) - These items are non-returnable for hygiene reasons unless there is a manufacturers fault.
Gift Cards - Non returnable/transferable.
We are able to provide one straight exchange per transaction to the order value resulting in no additional charges for UK customers provided the item(s) have been returned within 14 days of you receiving the order, please use the returns form to inform us of the size you wish to exchange for.
Please be aware children’s items may vary in price if VAT is applicable. In this instance we are unable to take money towards an item that is more expensive, we kindly ask you to request a refund and place a new order.
You can drop off your item(s) to be returned via one of our stores free of charge where it will be sent to the warehouse to process the refund or credit accordingly. Please ensure you bring your order confirmation/invoice when returning to store as this is your receipt and proof of purchase. Please also ensure your order is returned in complete, undamaged original packaging. The refund will not be processed in store, this is just a free drop off point.
Due to collections from store taking place 3 times a week, the returns process may be delayed which will usually be allowed for when processing the refund.
You will receive an email confirmation once the refund/credit has been processed.
Web purchases can also be exchanged in store where the alternative required stock is available; within the 14 days of receipt. If you wish to exchange for something of a higher value, the difference can be paid in store however should you again need to return the item this will then follow the stores returns policy, not that of online.
If you wish to exchange for something of a lower value this can either be done in store and you will receive a credit note for the difference opposed to a refund or you can return it free of charge to our web department where your exchange will be processed and a refund issued for the difference in value. Again should you then need to return your item which has been exchanged in store this will follow the stores returns policy not that of online.
You are entitled to a full refund providing the item(s) are returned in perfect condition and dispatched back to us within 14 days of you receiving your goods.
We are unable to offer an exchange on International Orders. If you need any assistance with sizes before placing an order, please do not hesitate to contact our team. If you have any problems with sizes once you have received your order, please contact our customer service team who will be delighted to assist you in placing another order.
Please ensure you tick the correct boxes on your international returns label to ensure import duties are not charged.
If correct import duties are not paid by the customer they will be deducted from the amount reimbursed at the customer's expense. Alternatively your parcel will be refused in most cases as we cannot accept these charges due to incorrect paperwork completion.
Please note 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 (for any additional fault/warranty information please see below). Any faults due to wear and tear, incorrectly following washing instructions or misuse of an item will not be accepted as a faulty return. Hurley reserve 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. This can take up to 15 working days from receipt of the item back to our web department. If a manufacturing fault is found a full refund will be issued to the method of payment unless an exchange or credit is preferred.
Barbour - Can offer repairs on wax jackets for certain faults.
Dubarry – All products are fully guaranteed against defects in materials and workmanship for one year from the date of purchase. For more information, see Dubarry’s warranty page here.
Freddy - Can offer repairs for buttons and other such faults.
Lelli Kelly - Sequins and embellishment are not covered as a manufacturing fault and will not be accepted as such.
Love Moschino - Can offer repairs for certain faults.
Michael Kors - Can offer repairs for certain faults.
Olivia Burton - Straps are not covered under the manufacturer warranty i.e. if it becomes bent or miss-shaped. Olivia Burton watches have a 2-year warranty on the movement, all watches are sent "stopped" so not to use the battery, which should last approx. 2 years.
Pyrenex - Can offer repairs for certain faults.
Ted Baker Jewellery - 6 Month warranty only