Delivery, Returns & Exchanges

DELIVERY

Sale Periods

During sale periods our warehouse becomes extremely busy and it may take them a little longer to dispatch your order. Please allow an extra 2-3 days for delivery.

Preorder Items

Please note that orders containing items on pre-order will ship together. Please reach out to Customer Care for any questions or assistance with pre-orders.

DELIVERY COSTS AND TIMESCALES

Please bear in mind that our warehouse operates Monday to Friday, exclusive of UK public holidays.

Some orders are fulfilled from our London store. Dispatch for these orders may take an extra working day.

Please note that during sale periods dispatch may take a little longer.

Orders containing items that are on pre-order will ship all together. If you would like your order to be split please get in touch with care@hayleymenzies.com to request this.

COUNTRY	SHIPPING	COST
UK	Royal Mail Tracked 48 (2–3 Business Days)	£5
UK	DHL Express Domestic (Next Business Day, Order by 2pm)	£12
UK	DPD Express (Next Business Day, Order by 2pm)	£12
UK	Click and Collect (24 Hour Service) Available for collection from our Chelsea store	FREE
Channel Islands	Royal Mail Tracked 48 (3–5 Business Days)	£10
Ireland	DHL Economy Europe (2–3 Business Days)	£15
EU	DHL Economy Europe (2–3 Business Days)	£15
EU	Free European Delivery on orders over €750 (2–4 Business Days)	FREE
US	DHL Express International (2–4 Business Days)	$25
US	Free US Delivery on orders over $800 (2–4 Business Days)	FREE
ROW	DHL Express International (3–7 Business Days)	£35

All orders are shipped in our bespoke Hayley Menzies boxes, perfect for storing knits and silks to preserve them for longer.

Add your gift message by selecting 'this order contains a gift' at checkout to add in a hand written note for that special someone, as well as a gold sleeve for that extra oomph.

IMPORT DUTY

Duties are taxes are covered in the shipping fee.

If you have any issues regarding customs and duty charges, please reach out to the carrier chosen.

RETURNS

All customers are entitled to return their products within 14-days of receiving their order provided items are in original, unused and resell-able condition. We do not offer free returns. All costs associated with returning your order are your responsibility.

For all returns, please follow the instructions on our Returns Portal We cannot be held accountable for returned items until we have received them.

RETURNS ON ORDERS PLACED WITH GIFT CARDS

Refunds will automatically be sent back to the gift card and any amount refunded over the gift card total will be refunded to the payment card used at checkout.

SWAP PACKAGE PROTECT

When placing your order you may opt in or out of Swap Package Protection, if you opted in for Package Protection and paid for the Insurance this section applies to you.

Easy and Fast issue resolution for any parcel lost, stolen or damaged in transit. We have your back. If your package is impacted by damage, loss, or theft, you can easily resolve shipping issues with Swap. New items are shipped immediately, at no cost to you, upon approval.

To log your claim, please click here.

Claims for packages marked "delivered must be filed after 3 days and before 30 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") in must be filed after 5 days and within 30 days from the last checkpoint.

All claims must be filed within 30 days of the order date.

All orders where package protection is purchased at checkout will be 100% carbon neutral. Swap protect purchases carbon credits through our partner Tree Nation to help reforest the globe.

Parcel package protection powered by Swap Protect.

To learn more about the impact of purchasing Swap Protect at checkout please follow this link here to check out the reforestation work across Madagascar, Kenya and Tanzania. For more information on Swap Protect, please see: SWAP Protect Official Site.

EXCHANGES

If you wish to exchange, simply complete the returns form supplied with the requested new product, size and colour-way.

The new order will then be dispatched to you on receipt of your return and the payment of any balance payment where applicable.

If the required product is not in stock you can request to be added to our waiting list and notified once the product becomes available.

LATE RETURNS

Products should be received by Hayley Menzies within 14 days, starting from the day it is delivered to you.

Returns outside these time frames may be accepted at the discretion of Hayley Menzies and may only be refunded as a credit note.

Please note that RMA numbers requested after 14 days will be granted at our discretion.

FAULTY PRODUCTS

Products are classified as faulty if they are received damaged or where a manufacturing fault occurs within three months of purchase.

Please note that products that are damaged as a result of wear and tear are not considered to be faulty.

If you would like to exchange a faulty product please be aware that we can only replace it for the same product in the same size, subject to availability.

Where possible and in the first instance, we offer to repair faulty products.

REFUNDS

Refunds can only be made to the original payment method. Refunds outside the UK will be refunded excluding taxes and duties incurred. Shipping costs are not eligible for refund.

All refunds will be made in the same currency as the related purchase. Hayley Menzies will not be liable for any loss this may cause due to fluctuations in exchange rates or any other related reason causing the value of the refund to be less than the sum originally paid.