At Hackett London Shop, we extend the same meticulous attention to our shipping and returns service as we do to our sartorial craftsmanship. Our policies reflect our commitment to providing a refined shopping experience worthy of our distinguished clientele.

Shipping Information

Order Processing

All orders are processed within 1-2 business days from our atelier in Pittston, Pennsylvania. You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to accommodate your needs:

  • Standard Shipping: $12.95 via DHL or FedEx – Delivery within 10-15 business days after dispatch
  • Free Shipping: Available on orders over $50 via EMS – Delivery within 15-25 business days after dispatch

For international clients (excluding certain Asian and remote regions), please note that customs duties and taxes are the responsibility of the recipient.

Returns & Exchanges

Eligibility

To qualify for a return or exchange, items must meet the following criteria:

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

Non-Returnable Items

Due to their personal nature or hygiene considerations, the following items cannot be returned:

  • Belts showing signs of wear
  • Casual or Formal shoes showing signs of wear
  • Cufflinks & Braces (all final sale)
  • Keyrings (all final sale)

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 order confirmation.
  3. Ship Your Return: Send your package to:
    Hackett London Shop Returns
    3536 Conference Center Way
    Pittston, PA 18640
    United States
    We recommend using a trackable shipping service as return shipping costs are your responsibility.
  4. Inspection & Processing: Our quality team will inspect returned items within 3 business days of receipt. You’ll receive email notification once processed.

Exchange Procedure

For exchanges (subject to availability):

  • Follow the standard returns process above
  • Clearly indicate your desired exchange item(s) and size/color preferences
  • We will ship the new item once the return is approved
  • For higher value exchanges, we will invoice the difference. For lower value items, we will refund the difference.

Refund Timeline & Methods

Refunds are 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 for defective or incorrect items.

International Returns

For clients outside the United States:

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

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]

Customer Support

For any questions regarding our shipping or returns policy, please contact our Customer Concierge:

  • Email: [email protected]
  • Phone: +1 (570) 763-3536 (9:00 AM – 5:00 PM EST, Monday-Friday)

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