At Hackett London Shop, we pride ourselves on delivering British elegance with impeccable service. Below you’ll find answers to our most commonly asked questions about our products, delivery, and more.

Product Questions

What style of clothing does Hackett London specialize in?
We specialize in timeless British menswear that blends Savile Row tailoring with contemporary style. Our collections feature refined staples including blazers, polo shirts, formal and casual shoes, accessories like cufflinks and belts, and sophisticated casualwear like jeans and gilets – all crafted with the distinctive Hackett London attention to detail.
Do you carry items for boys as well as men?
Yes, our “Boys” collection offers smaller sizes of our classic styles, perfect for young gentlemen who appreciate quality tailoring. These pieces maintain the same British elegance as our adult collections.
Are your shirts true to size?
Our shirts follow traditional British sizing. We recommend consulting our detailed size guide (available on each product page) for precise measurements. Should you need assistance, our concierge team at [email protected] can provide personalized sizing advice.

Ordering & Account

How do I create an account?
Simply proceed through checkout where you’ll be prompted to create an account. This allows you to track orders, save preferences, and enjoy faster future purchases. We value your privacy and never share customer information.
Can I modify or cancel my order after placement?
Orders enter our processing system immediately for prompt fulfillment. For modification requests, please contact [email protected] within 2 hours of ordering – we’ll make every effort to accommodate your request before dispatch.

Payment

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure global transactions. All payments are processed through encrypted channels to ensure your financial information remains protected.
Will I be charged customs fees?
For international orders (outside the US), local customs duties and import taxes may apply upon delivery. These fees are determined by your country’s regulations and remain the responsibility of the recipient. We recommend checking with your local customs office for specific rates.

Shipping & Delivery

What are my shipping options?
We offer two refined delivery services:

Standard Shipping ($12.95): Premium service via DHL or FedEx, delivering within 10-15 business days after dispatch (1-2 day processing).
Complimentary Shipping: For orders over $50 via EMS, delivering within 15-25 business days after dispatch.
Do you ship to all countries?
While we deliver globally, certain Asian destinations and remote regions may require special arrangements. During checkout, our system will confirm if we can service your location. For unique circumstances, please contact our concierge team.
How can I track my order?
You’ll receive a dispatch notification email with tracking details once your order leaves our Pennsylvania headquarters. This allows you to monitor your package’s journey with our premium carriers.

Returns & Exchanges

What is your return policy?
We offer a 15-day return window from the delivery date for unused items in original condition. Please initiate returns by emailing [email protected] with your order details. Return shipping costs are the customer’s responsibility unless the item is faulty.
How long do refunds take to process?
Once we receive and inspect your return, refunds are processed within 5 business days. The timing for the credit to appear in your account depends on your financial institution’s policies.
Do you offer exchanges?
Currently, we process returns followed by new orders for size exchanges. This ensures you receive fresh stock rather than warehouse returns. Our concierge team can guide you through this process efficiently.

Additional Assistance

How can I contact customer service?
For personalized assistance, our sartorial concierge team is available at [email protected]. We typically respond within 24 hours (excluding weekends). Our headquarters address is:

Hackett London Shop
3536 Conference Center Way
Pittston, PA 18640
United States
Do you offer styling advice?
Absolutely. Our team has extensive knowledge of British tailoring traditions and contemporary styling. Feel free to inquire about coordinating pieces or seasonal wardrobe planning – we’re delighted to share our expertise.

Should you have any questions not addressed here, please don’t hesitate to contact us. At Hackett London Shop, we believe excellent service is as important as exceptional craftsmanship.