DHL RETURNS NOW AVAILABLE

If you wish to use our DHL returns service, please follow the return instructions here.

Our returns service allows you to create your own DHL returns label and schedule a DHL collection at a time convenient to you. Please note when entering in your order number, please only include the numbers (for example 10122).

Please see the charges for use of this service below:

UK                         £5         

US                         £25       

EU & ROW            £35       

The return fee will be deducted from the total amount refunded back to you.

For more information, please contact us.

UK RETURNS

Please make sure that all return packaging and documents are clearly labelled with your return number; this is your original order number followed by the letters RET (for example HK12012-RET). All returns should be sent back to the address below:

Hilditch & Key Ltd
Irene house
Five Arches Business Centre
Sidcup
Kent
DA14 5AE
United Kingdom

Refunds will only be made against the credit or debit card used in the original purchase of the goods. Please allow 10 working days for your refund to be processed from receipt of the goods at our warehouse. 

INTERNATIONAL RETURNS

Please make sure that all return packaging and documents are clearly labelled with your return number; this is your original order number followed by the letters ROW (for example HK12012-ROW). 

All returns should be sent back to the address below:

Hilditch & Key Ltd
Irene house
Five Arches Business Centre
Sidcup
Kent
DA14 5AE
United Kingdom

Products need to be received by our warehouse within 30 days of purchase.

Please know that any international customs, duties and taxes paid at checkout or on receipt of products are not refundable and you will be refunded the product cost only against the original debit or credit card used.

Please allow 10 working days for your refund to be processed from receipt of the goods at our warehouse.

FOOTWEAR RETURNS

When you receive your shipment, please examine the products carefully to ensure that they meet your expectation. Try on the shoes on a clean soft carpet to avoid marking the soles. Please use a shoe horn to avoid mis-shaping the shoe.  Avoid creasing or bending the shoes until you are fully satisfied that you do not wish to return or exchange them.

We will not accept return of any product for exchange or refund which has been worn, creased, marked, or otherwise in a condition which makes it unsuitable for immediate resale unless the product is faulty.

EXCHANGES

Please know that we are only able to offer exchanges on UK Returns and this is subject to stock availability, we will exchange eligible products that are returned according to our guidelines above. The new product(s) will be shipped to you after the returned product(s) has been received and checked by us. In cases where we are unable to provide an exchange, we can offer a credit or refund.

EXCLUSIONS

Unwanted goods may be returned for a refund or exchange if returned in their original condition within 30 days after receipt and with proof of purchase.

Please note that customised and made to measure shirts are non-refundable. Your statutory rights are not affected.

Goods must not have been worn (other than for the purpose of checking size) or washed. For hygiene reasons, boxer shorts may only be returned if unused and unopened in their original packaging. These exclusions do not affect your statutory rights.

Refunds will only be made against the original credit or debit card used in the original purchase of the goods. Please know that any international customs, duties, and taxes paid at checkout or on receipt of products are not refundable and you will be refunded the product cost only.

ORDER CANCELLATION

If we receive your cancellation request prior to any goods being dispatched then you have nothing more to do; we will cancel the order and take no payment. If payment has already been taken because the dispatch of your goods was imminent then the charge will be refunded in full to the same card that was used.

However, it may not always be possible to stop an order from being dispatched as we endeavour to process orders immediately. If this is the case then please return the order by following the online Returns procedures. Please note that your right to return goods does not apply to certain products. Further details are set out in our Returns Policy.

If you have any further questions regarding order cancellations or our returns policy then please do not hesitate to contact us.