Customer services

Please read the following information carefully before placing an order with us. Our terms and conditions apply to all purchases made by you, 'the customer', from 'us', Katharine E Hamnett Ltd.

Contacting us
Registration
Placing an order
Making changes to your order
Paying for your order
Returns
To make a return
Exchanging items for a different size or colour
Delivery
Sizing
Availability
Accuracy of content
VAT
Newsletter

Contacting us

We endeavour to provide our customers with a good service at all times, but if you are not happy with our service for any reason, please contact us by emailing:

customerservices@katharinehamnett.com

Or writing to:

Customer Services
Katharine E Hamnett Ltd
Unit 3D Aberdeen Studios
22-24 Highbury Grove
London
N5 2EA

Or by phone: +44 (0)161 9274539.

Registration

When ordering a product from our online store, we would encourage you to register. This makes ordering from our site in the future quicker and easier as we can retain your billing and delivery details. We can also remember orders placed in the shopping bag if you are unable to complete the order at the time of preparing it. Your email address will be your future log-in name and you should choose a password that you will remember. If you forget your password please click on the reminder link and a new password will be sent to the email address you originally used at log-in.

Placing an order

• Choose your style, size and colour where relevant from the product page. The size chart relevant to each product can be accessed from the product page. Click here for more information about sizing.
• Click 'add to shopping bag'.
• Either continue shopping or proceed to the checkout.
• When viewing your shopping bag, you can delete items or change the quantity ordered.
• When you are ready to pay for your purchase, click on the shopping bag and proceed through to the checkout.
• When at the checkout, you will see a review of your order. In the next section, when you enter your address, the total price of your order will be displayed.
• Enter your billing address and the address where you would like the goods delivered, if this is different from the billing address (please note that customers from outside the EU must have billing and delivery addresses in the same country).
• Enter your card details. Please make sure you complete all the fields required including the expiry date and the three digit security code (the last three numbers at the top of the signature strip on the back of your card).
• Click to confirm your order. If the payment is approved, you will receive an order confirmation email.
• When your goods have been despatched, an order confirmation will be sent.

Making changes to your order

You can make changes to your order in the shopping bag up until you reach the checkout section, by removing items from the shopping bag, or changing the quantity, continuing to shop, and adding the correct item.

Please ensure that you take time to select your goods carefully as orders cannot be changed once they have been confirmed.

Paying for your order

Your credit/debit card will be charged when you place your order. We accept the following credit/debit cards: Visa, Mastercard, Delta, Electron, Switch/Solo (UK Maestro) and JCB.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If authorisation is refused we will not be liable for any delay or non-delivery. We reserve the right to delay any order for a security review in the interests of protecting our customers.

When paying online we will ask you for your card security code number. This number is the last 3 digits that appear on the back of the card at the top of the signature strip.

All orders on this site will be charged in British Pounds Sterling. If you are paying with a card from outside the UK, the payment amount will be converted by the credit card company at the exchange rate prevailing when the charge is made.

Returns

We hope you are pleased with your purchase. If your purchase is unsuitable, you can return your item for refund within 14 days, providing it is unworn and in re-saleable condition. Please see how to make a return below. Swing tickets must be attached to returned goods. Goods sent for refund that are not in re-salable condition will not be refunded, in which case the customer must arrange for collection of the goods. We may charge you for storage of goods in this case.

Unsuitable goods returned for refund outside of the 14-day period will not be refunded, and cannot be returned to the customer if they are sent back to us. Goods sent back that are not eligible for refund (worn, soiled or outside the 14-day returns period) are the customer's responsibility to collect. In this case, please arrange for collection from; Units A3-A5 Stuart Road, Altrincham Business Park, Altrincham, Cheshire, WA14 5GJ. Please email us or call +44 (0)161 9274539 to advise us that the collection has been arranged. We will email you to inform you if goods cannot be refunded. Goods not collected within 28 days will be disposed of.

We will only refund your original delivery charge when a product is faulty or damaged, and not when a product is simply unwanted.

Return postage on unwanted items is at the customer's cost and liability. We recommend that you insure goods that are being returned for their full value.

Refunds will be issued within 7 days of our receipt of the returned item. We can only refund to the card used for the original payment. Please note that refunds may not show up on your bank statement immediately.

If you have any queries, please email customerservices@katharinehamnett.com.

To make a return

• There is no need to telephone our call centre when returning goods.
• Please fill in the form that you will find in the package. Please mark the reason for return. Do not fill in information for any items you are keeping.
• Include the form in your package.
• In case you have lost the returns form, please state your name and address and details of the item/s you are returning and enclose this in the package.
• Attach the address label provided (at the bottom of the returns form) to your package. In case the delivery note has been lost, please send returns to the following address:
  PO Box 411,
  Altrincham,
  WA14 5WY
• Please obtain proof of postage (and keep this until you have received your refund). We also recommend that you send the goods via an insured service.
• Your refund will be credited to the card that you used when making the purchase. Please allow 10 working days for refunds to be processed.
• In the unlikely event that your item is faulty, please return it and we will refund the cost of your order in full (including delivery cost) and reimburse you for the cost of the return postage.

Exchanging items for a different size or colour

If you would like to change your order for a different size, colour or different product altogether, please return the unwanted item in the usual way for refund (see above) and re-order the desired product. To avoid ordering the incorrect size, please view the size chart which is included with each product description.

Delivery

• UK - £6.50 - 1-2 working days
• Europe £10 - approximately 7 days
• Rest of world £15 - approximately 14 days

Deliveries will be made between 8am and 6pm, but a specific time cannot be stipulated. We cannot deliver to PO boxes.

Orders to destinations outside the UK are sent by Royal Mail. Please note that deliveries outside of the European Community may be subject to import duties and taxes which are levied once the package reaches your country; we have no control over these charges and cannot predict what they may be, so you should contact your local customs office for further information.

Please note that delivery times are not guaranteed, and that delivery times are from time of despatch, not from when the order is placed.

If you wish to send products to more than one address, please place a separate order for each address. A separate charge will apply to each delivery address.

These prices include VAT where applicable. All deliveries will require a signature as proof of delivery.

Delivery dates are not guaranteed. However, we will endeavour to ensure that goods are delivered within the specified time frame.

Sizing

Please read the size chart attached to each product carefully before ordering. This will help you to select the correct size and will advise you of any special features of the product's size/shape. To view a size guide for all our products, click here.

Availability

Details of in-stock items are updated constantly, but all items are subject to availability.

Accuracy of content

We have taken great care in the preparation of the content of this website, but sometimes the appearance of colours and fabrics may differ slightly from the actual garment, depending on your monitor.

VAT

All prices on this website include VAT at the appropriate rate. For customers outside the EC, VAT will be discounted at the checkout.

Newsletter

To receive regular updates Katharine E Hamnett news and events, plus the latest info on new items within the shop, please click here.