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FAQ'S

How can I track my parcel?
You can track your parcel. Upon despatch you will be sent an e-mail containing your Hermes tracking number and the website link and you will be able to view the status of your parcel.

What happens if I'm out when my parcel is delivered?
If your delivery has been attempted by our courier Hermes the parcel may have been left in a secure location around your property, or they may have taken the parcel back to the depot. In either of these cases a card will be left advising you that they have attempted delivery and what to do next.

What if I have a problem with delivery?
If you have any problem with a delivery or require the tracking information please send us an e- mail to customerservices@hawkshead.com. Alternatively you can call the customer service team who are always happy to help on 0844 824 6006 we are available 8am-8pm Monday to Friday.

I have received a parcel but some of the order is missing
We try our level best to send orders out in one delivery, but sometimes orders are split and sent in two. Check your despatch note; your missing items will be listed on there if we have split your delivery. Don't worry you will not be charged for the additional delivery. If you still have questions or concerns then please call us on 0844 824 6006.

My despatch note does not include all the purchases from my order
Please call the customer service team who are always happy to help on 0844 824 6006 we are available 8am-8pm Monday to Friday.

My despatch note says I should have received my whole order but some of the order is missing
Please call the customer service team who are always happy to help on 0844 824 6006 we are available 8am-8pm Monday to Friday.

How to cancel your whole order
If you are in the European Union and you can cancel your order within fourteen days after the day you get your goods, you must cancel the whole order, we will refund the standard postage and packing costs you paid as part of that order (if any), in accordance with the Distance Selling Regulations. You need to notify us within the 14 day cancellation period via written communication to comply. We accept email communication as notification. Please use this link if you wish and fill in relevant details https://www.hawkshead.com/cancellation-form

If you paid for premium or express delivery, we will only refund the cost of standard delivery. You will have to pay the costs of sending the order back to us. We will not refund any postage and packing charges if you cancel after the fourteen days allowed under the Distance Selling Regulations however if you only cancel part of your order this will not apply (although you still have 28 days to return your goods and receive a refund for the cost of the goods).