At Hackett London Shop, we take as much care with your satisfaction as we do with our sartorial craftsmanship. Should any item from our distinguished collections not meet your expectations, we offer a refined returns and exchanges service befitting our reputation.

Eligibility for Returns & Exchanges

To qualify for a return or exchange, items must be:

  • In original, unworn condition with all tags attached
  • Accompanied by the original receipt or proof of purchase
  • Returned within 15 days of delivery

Note on Non-Returnable Items: For hygiene reasons, we cannot accept returns on Belts and Casual/Formal shoes that show signs of wear. All Cufflinks & Braces and Keyrings are final sale due to their personal nature.

The Returns Process

  1. Initiate Your Return: Email our concierge service at [email protected] with your order details and reason for return within 15 days of delivery.
  2. Prepare Your Package: Securely pack the item(s) in their original packaging with all tags attached. Include the original receipt or a copy of your order confirmation.
  3. Ship Your Return: Send your package to our atelier at:
    Hackett London Shop Returns
    3536 Conference Center Way
    Pittston, PA 18640
    United States
    We recommend using a trackable shipping service as you are responsible for the return shipping costs.
  4. Inspection & Processing: Upon receipt, our quality team will inspect the item(s) within 3 business days. You will receive email notification once your return is processed.

Refund Timeline & Methods

Refunds will be processed within 5 business days after we receive and approve your return. The refund will be issued to your original payment method:

  • Credit Card (Visa/MasterCard/JCB): 3-10 business days to reflect on your statement
  • PayPal: Typically appears within 24 hours

Original shipping fees are non-refundable, except in cases of defective or incorrect items.

Exchange Procedure

For exchanges (subject to availability):

  1. Follow the standard returns process above
  2. Clearly indicate your desired exchange item(s) and size/color preferences
  3. We will ship the new item once the return is received and approved

Should your exchange item be of higher value, we will invoice you for the difference. For lower value items, we will refund the difference.

Return Request Template

Use this template when contacting us about your return:

Subject: Return Request for Order #[Your Order Number] Dear Hackett London Concierge, I wish to initiate a return for the following item(s) from my order #[Your Order Number]: – Item Name: [e.g., Savile Row Blazer] – Size/Color: [if applicable] – Quantity: – Reason for Return: [Please specify: Wrong Size, Changed Mind, Defective Item, etc.] I understand the return must be postmarked within 15 days of delivery. Please confirm the return instructions at your earliest convenience. [Your Full Name] [Your Contact Number] [Order Date]

International Returns

For clients outside the United States (excluding certain Asian and remote regions):

  • You are responsible for any customs duties or taxes on returned items
  • We recommend declaring the package as “Returned Goods” to potentially avoid additional charges
  • International refunds may take 7-14 business days to process

For any questions regarding our returns policy, please contact our Customer Concierge at [email protected] or +1 (570) 763-3536 during our business hours (9:00 AM – 5:00 PM EST, Monday-Friday).

We appreciate your patronage and strive to make every aspect of your Hackett London experience, including returns, reflect our commitment to excellence.