FAQ

ACCOUNT

Do I need an account to place an order?

No you don't need an account, although we recommend that you have one. As a registered user you will be able to track your order, ask for returns and save information which will make it easier to check out next time you order.

I have forgotten my password. How can I recover it?

You can recover your password by clicking the "Forgot Your Password?" link on the login page. You will receive an email with a link to reset your password. Once you have logged in, you can always change your password in the My Account area. Please note that your username is your full email address.

How can I receive up-to-date information regarding sales, projects, events and your latest collections?

Subscribe to our newsletter by clicking the Subscribe link in the site menu in order to receive all information regarding Katharine Hamnett London.

ORDERS

Can I place an order using smartphone or tablet?

Our website is optimized for mobile devices and you can easily and safely shop from your smartphone or tablet at any time.

Is it possible to cancel an order?

If you have ordered the wrong item or placed an order by mistake, you are kindly invited to contact the Customer Care team via email to customercare@katharinehamnett.com or call +44 (0)20 3389 5809 to receive assistance. Please note that orders can only be canceled before our warehouse has begun processing them and before they have been shipped. If you would like to cancel an item or order after it has shipped, you must instead return it for a refund.

Is it possible to edit an order?

Once your order has been placed we may not be able to add, remove, or edit the quantity of items. If you wish to cancel your order please contact us as soon as possible at customercare@katharinehamnett.com. In certain circumstances, we may be able to cancel or amend your order if it has not yet been prepared for dispatch. Please see the Returns and Refunds section of the Customer Care area for further information.

How do I track my order?

As soon as your parcel leaves our warehouse you will receive an e-mail with the tracking number and a link to monitor the shipment.

Do your prices include Value Added Tax (VAT)?

Prices on the website are inclusive of UK VAT at the prevailing rate of 20% if displayed in GBP (£) or EUR (€), and exclusive of VAT if displayed in USD ($). Regardless of how the prices are displayed through the website, VAT will be applied only to orders shipped to the UK and the rest of the European Economic Area, and will not be levied on orders exported to other destinations. Please be advised that shipments to destinations outside the European Economic Area may be subject to import taxes and duty fees based on your home country's regulations. These are outside our control. You will be responsible for payment of any such import duties and taxes.

Can you place a lower amount on the invoice or declare the order as a gift?

Regretfully we cannot state a lower value or declare an order as a gift. By law all Katharine Hamnett London orders must shipped with an official invoice that declares the accurate value of each item.

I’ve just placed an order with discounted items. What price will appear on my invoice?

For orders with discounted items, the discounted prices will appear on the invoice.

PAYMENTS

Is it safe to pay with credit cards?

Our payment partner is Adyen, a fully PCI DSS 3.2 compliant Level 1 Service Provider. This is the key security standard within the payments industry. Katharine Hamnett London does not store your credit card information. All payments are protected by a comprehensive range of security and anti-fraud rules.

What payment methods are available?

We accept different payment methods depending on the country of billing and the shipping destination. We accept credit and debit cards and PayPal for most countries, and specific additional payment methods for certain countries. You can read more about accepted payment methods in the Payment section of the website's Terms page.

Which currencies are used for payments?

Payments and refunds for worldwide shipment are processed and invoiced in EUR, GBP or USD according to the version of the website selected. You may be directed to the relevant currency version of the website automatically on your first visit, and you can then switch to a different currency manually. Please note that the different currency versions of the website are designed to ship to an appropriate selection of currencies. Should you wish to ship an order to a supported country (see the Shipping section of the Customer Care area) but it is not available at Checkout, please select an alternative currency version of the website. We will collect payment in the selected currency; any fees or conversion rates applied by your card provider or bank to effect payment in this currency are outside of our control.

When will I be charged?

We will request payment authorization and reserve the funds for your purchase at the time you place an order, but you will not be charged until your order is shipped. Funds reserved for orders that do not complete will be cleared periodically.

SHIPPING

Which countries does you ship to?

We ship to many countries from our UK warehouse. Please refer to the list of supported countries in the Shipping section of the Customer Care area.

What are the shipping costs?

The shipping cost will be calculated at the Checkout. Fees depend on the destination country and order value. You can see the complete table of rates in the Shipping section. Please be advised that shipments to destinations outside the European Economic Area may be subject to import taxes and duty fees based on your home country's regulations. These are outside our control. You will be responsible for payment of any such import duties and taxes.

How long does delivery take?

Deliveries to the UK and European Union take 1 to 3 days from the time of dispatch. Deliveries to other countries are usually delivered within 3 to 5 working days. Please note that any customs checks may cause delays in delivery. For further information about delivery timings please refer to the Shipping section of the Customer Care area.

Is it possible to deliver to a business address?

It is possible to deliver to a business address and to any registered card billing address. Please note that we reserve the right to deliver first orders only to a registered card billing address.

Do your couriers deliver on weekends and public holidays?

The couriers deliver only on working days. Delivery by appointment is not available. Please ensure that someone will be present at the delivery address to accept delivery.

Which courier will deliver my order?

Orders dispatched to the UK and European Union will be delivered by DPD. Orders dispatched to other countries will be delivered by DHL.

RETURNS AND REFUNDS

Is it possible to return items I have ordered?

Yes, you may request a return within 14 days of receipt of goods by following the authorization procedure indicated on the Delivery Note and in the Returns and Refunds section of the Customer Care area.

How can I ask to return an article?

You must obtain an authorization number from the Customer Care team by following the process in the My Account area of the website, by using the form in the Contact section, or by writing an email to customercare@katharinehamnett.com indicating the order number, the item(s) you want to return, the reason for the return, and your contact details. For further information please refer to the Returns and Refunds section of the Customer Care area.

How can I prepare the package for the return?

Please re-use the same box in which you received the goods in order to ensure they reach us in good condition, and seal it with packing tape. You must include all the attached tags and labels of each item.

Who pays the shipping costs of the return?

We offer free returns for UK/EU customers who request return authorization. Customers shipping returns from outside the UK/EU must meet the cost of return postage themselves.

How can I ask for an exchange for a wrong size?

As stocks may be limited, we strongly recommend that you request and carry out a return of the wrong size item, and in the meantime place a new order for the correct size. You will receive a refund using your original payment method.

I have received a faulty/wrong item. What should I do?

If for any reason you have received a faulty/wrong item, please contact our Customer Care team at customercare@katharinehamnett.com or call us on +44 (0) 20 3389 5809.

When and how are refunds made?

Refunds are made to your original payment method. We process refunds as quickly as possible, in accordance with payment clearing times. For more details please refer to the Returns and Refunds section of the Customer Care area.