Help
  • Delivery Options
  • Click & Collect with Collect+
  • Returns
  • Payment Details
  • FAQs

DELIVERY QUESTIONS

If your question isn't answered in this section, then please either email us at customerservices@hawkshead.com or call our customer service team on 0161 866 0584, we're always happy to help.

Please note: Standard Delivery could take up to 7-10 working days during our Sale.

UK STANDARD DELIVERY Within 3-5 Working Days from dispatch for just £3.95 * Free when order value is over £60.00

Standard delivery is just £3.95. Delivered Monday to Saturday, excluding public holidays. You will have your order delivered by Hermes couriers on a fully tracked delivery service. We also offer an SMS text service to keep track of your delivery via your mobile please just enter your mobile number in the billing address section at checkout.

Please note: Express delivery is not available during our sale period.

EXPRESS DELIVERY Next working day when you order by 8pm (Mon- Fri) £6.95

Express delivery is only available on UK mainland* orders. We can deliver the next working day if order is placed Monday to Friday before 8pm. If you order on a Friday, Saturday or Sunday and select express service your order will be delivered on the Tuesday of that following week.

* Exception postcodes for next day delivery are as follows we will accept your order however delivery is a minimum 2 day service and off shore is dependant on service in place we will not refund the express charge if that is what you have selected :

AB 31-35 , AB 36-38, AB 41-54, AB 55-56, FK 17-21,G 83, GY 9, HS1-9, IM ALL postcodes, IV ALL postcodes, KA 27, KA 28, KW 0-14, KW 15-17, PA20-78, PH2, PH 15-18, PH 19-29, PH1-29, PH 32-33, PH 45-48, PH 30-31, PH 34-44, PH 49-99, TR 21-25, ZE ALL postcodes.

PREMIUM EXPRESS DELIVERY Next working day by 12 noon when you order by 8pm (Mon- Thurs) £9.95

Premium Express is only available on UK mainland* orders. We can deliver the next working day by 12 noon if order is placed Monday to Thursday before 7pm. If you order on a Friday, Saturday or Sunday and select Premium express service your order will be delivered on the Tuesday of that following week.

DELIVERY TO A HAWKSHEAD STORE FOR FREE - Tracked Delivery within 1-3 working days

We are pleased to offer the service of delivery to a Hawkshead store for free. If you live near to any of our stores or are going to be visiting any of our great locations please select delivery to your local Hawkshead store at checkout and it will be free shipping to the selected store. We will email you to confirm delivery to the store chosen within 1-3 working days. You will need to bring in some ID to collect your parcel from our lovely team at our stores. Please note once we confirm the order is in store we will return the parcel if not collected within 7 days.

*Please note: we do not offer an express option to store. Please click here to see where our stores are located

DELIVERY TO SELECTED EUROPEAN COUNTRIES £12.50

We now offer delivery to France, Netherlands, Portugal, Spain, Italy, Luxemburg, Belgium and Germany. All our orders are charged at one price per delivery. The service is fully tracked and delivery is within 5 working days from despatch. At checkout please enter your address manually and select your correct country for billing and shipping. For your own protection potentially orders will need to be fully verified, if this is required the team will contact you directly so please ensure that your correct email address is entered at point of order especially if you are placing an order to be shipped to a different address from your billing address.

OUR FANTASTIC CAMPING RANGE IS NOW AVAILABLE: DELIVERY OPTIONS FOR ALL OUR TENTS ARE AS FOLLOWS :

Standard Delivery via Hermes we still offer standard delivery however many tents you order for just £3.95 Delivery within 4-7 working days.

Express Delivery via DPD. If you order before 8pm Monday to Thursday, you can recieve your order the very next day. Please note this is a signed for service.

Unfortunately we are unable to offer click and collect service on any of the camping range due to the size and weight of the items.

TENT RETURNS : If you wish to return your tent you'll need to call our Customer Service team prior to any return and you'll recieve a RMA number. You can call our customer Service team on 0161 866 0584 or you can email customerservices@hawkshead.com and they will supply the Return Reference. The warehouse facility will not accept the return of a Tent without the relevant Return Reference number.

DELIVERY TO CHANNEL ISLANDS Tracked Delivery within 5 Working days £8.50

Please note: We do not deliver to BFPO and PO Box addresses.

CLICK & COLLECTPLUS

Now Available at Over 5,500 Collect+ Locations

We can deliver within 2 working days to over 5500 Collect+ stores in the UK for just £3.95. The order must be placed by 3.30pm Monday to Friday. When collecting your parcel from the CollectPlus stores you will require ID, signature and the CollectPlus barcode you receive will be required to collect your order. Click and collect is only available on UK main land * orders.

The postcodes below deliver within minimum of 2 working days:

All AB postcodes- DD8 to DD11,Je1-JE99,PA20 to PA40, PH2, PH49 to PH50,IV1 to IV23,IV25 to IV27,IV30 to IV32,IV36,IV52 to IV54,HS9 to HS99,PA41 to PA49,PA60 PA61 to PA75,PA76 to PA78,PH41,PH42 to PH44,PH19 to PH26,PH30 to PH41,KW1 to KW3,KW5 to KW14, HS1 to HS8,IV41 to IV51,IV55 to IV56,KA27 to KA28,BT1 to BT99.

Click and Collect is unavailable in Republic of Ireland, Isle of Man, Shetland, Orkney, Scilly Isles, Channel Islands and BFPO locations.

Not going to be home? From newsagents to petrol stations and - even train stations, CollectPlus has over 5,500 safe and secure delivery locations for your parcels. To find your nearest one, simply visit www.collectplus.co.uk and enter your postcode. Most CollectPlus locations are open late seven days a week so you can pick up your delivery at a time and place that suits you.

HOW COLLECTPLUS DELIVERY WORKS

  1. At checkout select CollectPlus as your delivery option and choose your nearest shop or pick-up location.
  2. When your parcel arrives at your chosen CollectPlus location, you'll receive an email or text to say that it's ready for collection. Your message will contain a barcode, please bring this code along with some ID to collect your parcel.
  3. Collect your parcel when it's convenient to. You'll receive reminder messages but if you don't collect it after 10 days, it will be returned to Hawkshead.

COLLECTPLUS FAQ'S

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.

How much will a CollectPlus delivery cost?

CollectPlus costs £3.95 on all orders.

How long will it take for my parcel to arrive?

A CollectPlus delivery will arrive in your chosen store within 2 working days. So if you place your order Monday to Friday before 3.30pm it will be delivered within 2 working days to the store of your choice. This will include your unique collection code. So it is important at checkout to enter a valid telephone number or email address.

Can you advise a time that it will arrive?

Unfortunately a specific time of arrival cannot be given. You will receive an update when it is available to collect.

Are there any locations you cannot deliver to a CollectPlus store?

Please find detailed below the areas that currently collect + is unable to deliver to Republic of Ireland , Isle of Man Shetland, Orkney, Scilly Isles and BFPO locations. To find your nearest store, simply visit www.collectplus.co.uk and enter your postcode.

RETURNING YOUR ITEM

Arrange collection from your home or drop the parcel off at a nearby myHermes location.

• hawkshead.com orders
• Parcel must be 120x100cm or smaller and weigh less than 15kg

myHermes is a convenient way to return parcels at any one of their 3,000 local stores, most open early or late, 7 days a week. Please note: You cannot return a parcel via myHermes to your local Hawkshead store.

How to return:

1. Fill out the returns section on the front of your delivery note

2. Package your parcel securely with the delivery note inside, making sure that you've removed the original address label

Click here to arrange a collection from your home or drop your parcel off at a nearby myHermes location for just £3. Please note that you'll need access to a printer to print off your returns label

Find your nearest myHermes drop-off location.

Track your return

Track your item here.

When will I be refunded?

You'll receive an email to confirm when we have received the item at the warehouse, after which your refund will appear in your account within 2 days. This shouldn't take longer than 14 days from the day that you returned the item back to us.

If you have any questions, don't hesitate to give us a call on 0161 866 0583 or click here to send us your query at any time.

Please note: You cannot return a parcel via CollectPlus to your local Hawkshead store.

RETURNING FAULTY ITEMS

If you experience a fault with one of our products please contact the Customer Services Team either by telephone or via email prior to returning the item if you do not contact prior to the return you will be fully resposible for the return costs or it may be that we will not be able to process the return for you.

Can I return goods that I bought in a store?

Only goods bought via our mail order catalogues or the website should be returned to this address and they must include a copy of the original returns form, which is on the reverse of the invoice. We are not able to process goods returned without the appropriate paperwork enclosed.

How long will it take for my return to be processed?

We do process returns as soon as they arrive but this can take up to 14 days. The customer services team will e-mail or write to you to confirm once the return refund has been processed for you.

How do I exchange an item?

If you wish to exchange an item we will refund the cost of your initial order in full to your debit/credit card. We will then contact you to confirm that we have a replacement item available. Once we have confirmed and despatched the goods, we will then reprocess the payment with no extra postage charge.

If you do have a query please don't hesitate to call Customer Services on 0161 866 0584 between 8am- 8pm Monday to Friday or by email at customerservices@hawkshead.com

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).

PAYMENT DETAILS

Online: We accept major credit cards with the exception of Maestro & American Express.

On the phone: We accept major credit cards with the exception of Maestro & American Express.

Payment details: We accept Visa and MasterCard. For payments by debit or credit cards we only debit your card once your order has been despatched.

If you are using PayPal as a payment method, payment is taken upon order, if for any reason we are unable to despatch your goods we will refund you direct to your PayPal account and advise by email that this has been processed. We try our level best to send orders out in one delivery, if your order is sent in two deliveries, don't worry you will not be charged for the additional delivery. We unfortunately are not able to accept e cheque payments in PayPal, if they are submitted we will cancel the order and email via PayPal to confirm not accepted.

I have a promotional code, how do I redeem it?

You will be prompted for a promotional code at the top of your basket details page, simply enter the code and click apply. This will apply instantly.

I have a promotional code, why hasn't the offer applied?

Please check that the code you have entered is correct. If the code does not affect the total then it may be invalid, you can contact us to check on this.

Please note: Promotional codes cannot be used on the website during sale times.

If an item I have ordered is out of stock, how will I know?

The e-mail address on your order form you will receive notification of any out of stock items via e-mail. This is in addition to your confirmation e-mail and should be received within 3 working days of placing your order.

Why does the website allow you to place an order that is not available?

In busy periods, certain items in the collection shown as "available" may not be accessible for immediate despatch. If this is the case we will notify you within 3 working days and advise you of an approximate delivery date.

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).