We created this section to help customers quickly find information about shopping with us, including orders, payments, delivery, returns, exchanges, product information, and account-related questions.
If you cannot find the answer you need, our customer support team is available to assist you.
1. Ordering Help
How do I place an order?
Browse our available products, select the item, size, and quantity you require, then add the product to your shopping bag.
Proceed to checkout, enter the requested delivery and contact information, review your order carefully, and complete the available payment process.
An order confirmation will be provided after your order has been successfully submitted.
Can I change my order after placing it?
If you need to change an order, please contact us as soon as possible.
We will try to accommodate changes before the order enters processing or dispatch. Once an order has been dispatched, changes may no longer be possible.
Can I cancel my order?
If your order has not yet been dispatched, contact us promptly to request cancellation.
Cancellation requests received after dispatch may need to be handled through our returns and refund process.
2. Payment Help
What payment methods are available?
Available payment methods are displayed during checkout and may vary depending on your location and the payment options enabled for your order.
Please make sure that your billing information is entered accurately before submitting payment.
Why was my payment unsuccessful?
A payment may be declined because of incorrect payment information, insufficient available funds, card restrictions, security checks, or limitations imposed by your bank or payment provider.
If your payment does not go through, please verify your details and try again or use another available payment method.
Was I charged if my order was unsuccessful?
If you see a pending transaction after an unsuccessful checkout attempt, your bank or card provider may have temporarily authorized the amount.
The release of a pending authorization is controlled by the relevant financial institution and may take some time.
If you believe you have been charged incorrectly, please contact us with your order details.
3. Delivery Help
When will my order be shipped?
Orders are prepared for dispatch after payment has been successfully received and the order has passed our processing checks.
The applicable delivery information is provided during checkout or in your order confirmation.
How can I track my order?
Where tracking is available, tracking information will be provided after the order has been dispatched.
Please allow some time for the carrier’s tracking system to update after the parcel enters transit.
What if my package is delayed?
Delivery dates and estimated transit times may be affected by carrier operations, weather, public holidays, customs procedures, incorrect address information, or other circumstances outside our reasonable control.
If your order appears significantly delayed, please contact our support team so we can review the available information.
What if my order shows as delivered but I cannot find it?
First, please check around your delivery address and with household members, neighbours, or any designated safe-place location.
If the package still cannot be located, contact us with your order number and delivery information so we can assist with the next steps.
4. Returns & Exchanges
Can I return an item?
Eligible items may be returned in accordance with our Returns & Exchanges Policy.
Items should generally be returned in appropriate condition, with original packaging, labels, and other included materials where applicable.
Some products may be subject to specific return restrictions for hygiene, personalization, or other lawful reasons.
How do I request a return?
Please contact our customer support team before sending an item back.
Provide your order number and a brief description of the reason for your return. We will provide the appropriate instructions for your request.
Can I exchange an item for another size?
Where an exchange is available, we will try to assist with an alternative size or eligible replacement.
Availability is not guaranteed, so a refund and new order may sometimes be the more appropriate option.
How long does a refund take?
Once an eligible return has been received and reviewed, the refund will be processed in accordance with our Returns & Exchanges Policy.
The time for the funds to appear in your account may also depend on your bank or payment provider.
5. Product & Sizing Help
How do I choose the right size?
Please review the Size Guide provided on our website before ordering.
Because sizing can vary by style and garment design, we recommend checking the measurements provided for the specific product whenever available.
What if the item does not fit?
If your item is eligible for return or exchange, please contact us as soon as possible.
Do not alter, wash, or otherwise damage the item before contacting us if you believe you may need to return it.
What if I receive the wrong item?
Please contact us promptly if the product received does not match your order.
Include your order number and, where helpful, photographs of the item and packaging so that we can review the issue.
6. Damaged or Faulty Products
If an item arrives damaged or you believe it has a manufacturing fault, please contact us as soon as reasonably possible.
To help us investigate, please provide:
Your order number
A description of the issue
Photographs showing the problem, where applicable
Photographs of the packaging if the parcel arrived damaged
We will review the circumstances and provide an appropriate solution in accordance with applicable consumer rights and our Returns & Exchanges Policy.
7. Account & Website Help
Do I need an account to place an order?
If guest checkout is available, you may be able to complete a purchase without creating an account.
Some website features may require account registration.
I forgot my account password. What should I do?
Use the password-reset option provided on the website.
If you continue to experience difficulties accessing your account, contact our support team.
The website is not working correctly. What should I do?
If a page, product, checkout function, or other website feature is not working properly, try refreshing the page or using an updated browser.
If the issue continues, contact us and describe what happened, including the relevant page or order number where applicable.
8. Promotions & Discounts
Why is my promotional code not working?
Please check that:
The code has been entered correctly
The promotion has not expired
The products in your cart qualify
Any minimum purchase requirements have been met
The promotion has not already been used where usage limits apply
Some promotional offers may have additional terms and conditions.
Can promotional offers be combined?
Unless expressly stated otherwise, promotional codes and special offers may be subject to individual terms and may not always be combined.
Please review the terms displayed with the relevant promotion before placing your order.
9. Privacy & Personal Information
We may process information necessary to operate our website, process orders, provide customer support, arrange delivery, process payments, and meet legal obligations.
For more information about how personal information is handled, please review our Privacy Policy.
Customers may also contact us regarding applicable privacy rights or questions concerning their personal information.
10. Help With a Specific Order
When contacting us about an existing order, please include as much relevant information as possible, such as:
Order number
Name used when placing the order
Email address associated with the order
Product name
Description of the issue
Providing accurate information helps us locate your order and respond more efficiently.
11. Contact Our Support Team
If you need assistance that is not covered in this Help Center, please contact HURLEY WEAR LTD.
Email:payment@hurleywear.org Phone: +44 7853168846 Business Address: 76 FAGGS ROAD, FELTHAM, MIDDLESEX, UNITED KINGDOM, TW14 0LH
When contacting us, please provide your order number whenever possible.
We aim to provide clear and helpful assistance and will review customer enquiries as promptly as reasonably possible.
12. Related Policies
For more detailed information, please review the relevant section of our website:
Terms of Service
Privacy Policy
Shipping Policy
Returns & Exchanges Policy
Payment Policy
Cookie Policy
Accessibility Statement
Contact Us
Size Guide
These pages form part of the information provided to customers when using the HURLEY WEAR LTD website.
13. Help Center Updates
We may update this Help Center when our website, services, customer support procedures, payment options, delivery arrangements, or other business practices change.
The effective date shown at the beginning of this page indicates when the current version became effective.
