Hawes & Curtis Reviews 2,731

As other state - Hawes and Curtis have awful customer service. I absolutely would not recommend purchasing anything from them. They are also practicing an illegal returns process.

I’m leaving this review to warn and educate other customers about returns and statutory rights.

I ordered two hats online from Hawes & Curtis. When they arrived, they were sealed, unused, and unopened. I exercised my legal right to cancel within 14 days, as provided by UK law for online purchases.
My return was refused, with the company stating that hats are “non-returnable for hygiene reasons”, regardless of whether they are opened or sealed.

This position is not correct under UK consumer law.

Under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013, consumers have a statutory right to return online purchases within 14 days. The so-called “hygiene exemption” only applies if sealed goods become unsealed after delivery.

If the items remain sealed, the right to cancel still applies.

In my case:
- The hats were sealed
- The seals were not broken
- Therefore, the hygiene exemption did not apply

Despite this, the company repeatedly denied the return and relied on their own terms and conditions.

Retailer terms and conditions cannot override statutory consumer rights, no matter what a website policy says.

There are additional concerns:
The packaging used does not meet the standards of a genuine hygiene seal (no clear hygiene warning, no indication that opening removes cancellation rights, no specialist or tamper-evident hygiene labelling).

So again, they are practicing an illegal returns process by denying returns for 'hygiene' reasons when they are not complying with law to properly hygiene seal their items.

Only after persistent challenge and citing the legislation did the company finally issue a refund. I suspect they only issued a refund because I went to my bank and asked them to issue a credit card chargeback.

Advice for other customers if you are in a similar situation:
- You do have the right to return hats if they are unopened and you act within 14 days
- Do not accept a blanket “hygiene” refusal without question
- Retailer policies do not override UK law

If refused, escalate via:
- Your payment provider (ask for chargeback or card protection)
- Reporting the retailer to Citizens Advice / Trading Standards

The refund was eventually granted, but only after unnecessary resistance. Customers should not have to fight this hard to enforce basic statutory rights. I strongly recommend being cautious and prepared to challenge incorrect refusals.

Update - see my further reply here after company contact - Seems to be a response which, following generic excuse for promises of looking into their system, still continues to be an issue! Not to be trusted regardless of their so called 'sympathetic' response.

One star is far too many for this unprofessional company. Ordered a blouse on 1st December 2025, received it on 12th December 2025 and returned same day for a replacement size. Received email on 6th January 2026 to say out of stock and to pick another. Looking at their website there is not another in my size so would be difficult to do! Surely if they had sent a replacement sooner this would not be the case and I am appalled at the lack of any professionalism from this company. Furthermore, I am amazed that all reviews on their website have 5 stars and Trustpilot is full of poor reviews, deceptive? Will NEVER use this company again and wait with bated breath for a refund...

I’m genuinely shocked at how badly Hawes & Curtis handled my recent order. I placed an order a month ago with no issues, so I trusted them again when buying a Christmas present for my son. That was a mistake.
This time, they suddenly demanded a “random security check” and asked for extra codes. Fine — I provided everything immediately. They emailed me confirming I had passed the security check.
Then, two days before Christmas, they cancelled my order out of nowhere and refunded me. No explanation. No warning. Just a cancellation at the worst possible time.
When I contacted them, I only got a reply on Christmas Eve. Their excuse? They claimed they had emailed me asking me to “confirm my name.”
This makes absolutely no sense for several reasons:
- Why would I put my real name on a surprise gift for my son
- My real name was already in the billing and card details — that’s how payments work
- They had already confirmed I passed their security check
- Most importantly: I never received this supposed email. It wasn’t in my inbox, spam, or anywhere. It simply didn’t exist.
So now my son is without his Christmas present because Hawes & Curtis invented an email, cancelled a fully verified order, and left me scrambling at the last minute.
This wasn’t a “security check.” It was incompetence dressed up as procedure. And the lack of accountability from their customer service — especially from the agent who handled this — was the final insult.
Honestly, I shouldn’t even be surprised. My last two in‑store experiences were just as bad. I visited the shop twice and both times the staff were openly hostile. One elderly man with glasses was especially insufferable — impatient, condescending, and offering advice that was completely useless. The moment he sensed I wasn’t interested in a garment, he practically snatched it out of my hands. It was uncomfortable, unprofessional, and frankly baffling behaviour for a retail environment.
This latest fiasco just confirms the pattern. I won’t be ordering from them again

I've ordered shirts from this company a few times over the year. I've always found them to be quick delivery, packaged well and the shirts are of good quality and fit.

I don't understand the bad reviews because my experience has always been a positive one.

Fraudulent product marketing.

Products listed as cotton and machine washable are not. The cotton retracts causing an ugly pattern that cannot be smoothed out.

Secondly, when buying the product, multiple prices exist depending on whether you select a sponsored link through the internet web browser, instagram or directly from email which make no sense

AVOID this TERRIBLE company purporting to be an upmarket one.
My experience of any refund and postage is non existent and difficult
I still await a refund .
Avoid at all cost

This store is horrible. once you order you don't have any customer service. you cannot return any item back unless you do it at your expense or pay them the shipping fees to be deducted from your returns. Do not buy anything from this store. one you will spend a lot of money, two you will never be able to return something unless you pay to return, third you will sit on the phone or their online chat room for hours to return the item even if you are willing to pay the return charge. every time you are on the phone they put you on hold for so long and say no tech support available now and disconnect the phone. not worth. please do not spent any of your hard-earned money on this store.

I placed an order for a shoe size that was available on the website. The order was placed successfully and I paid the full amount including shipping. For the next 5 days I receive no communication from them about shipping. I tried to call them only to find out that no agents are available to attend the call multiple times. That was helpless. Then I emailed them and didnt hear back anything for 2 days. Then I used the AI chat bot on their website and it told me there was some problem with my order. After that I hear back saying sorry we didnt process your order as the item was out of stock. They have a shit online customer service and shit communication manner. I needed the shoes for an important event and now my plans are messed up because they failed to communicate in time that the item was out of stock. Like why allow me to place that order in the first place?

I am completely shocked by my experience with Hawes & Curtis.
I made a purchase from the Netherlands during Black Friday 2026 – everything seemed fine.
The order was completed and paid for.

After an entire week of silence, without the product being dispatched, I was informed that the order had been cancelled and that I would receive a refund in the coming weeks. No explanation, such a blunt and negative experience. It’s a shocking customer experience.
I will never buy from this website again.

Edit following up H&C reply below
The payment did not go through due to an error on their side — the amount is still withdrawn from my account, and my bank confirmed that the merchant has not claimed the payment, hence they will revert the payment in the next days. No one has explained why the order was not completed.
They are asking me to place the order again, but now that Black Friday is over, everything I had purchased is no longer on promotion. At the very least, H&C should offer me the same items again under the same conditions as before, since the order was not finalized due to their (or their partner’s) processing issue — but they aren’t doing that.
I’m honestly speechless.

I ordered a pair of trousers and a shirt. I received the shirt only. The trousers had somehow gone out of stock between my ordering them online and the shirt being delivered four days later. I ordered during a sales period. H&C don't allow cancellations of orders during sales. I will have to wait for the trousers to come back into stock with no indication of when that might be.

As it happens I wanted to return the shirt I ordered. But the H&C online return portal doesn't recognise my details. I have emailed H&C customer service but am still waiting for a reply after some days. I now have to go into London and attempt to sort out the return in store.

For what it is worth, the shirt I ordered is well made and something I would otherwise wear - although I would take issue with the description of sizing on the website. But the onine experience is some way from an acceptable standard. I would struggle to recommend Hawes & Curtis when there are other similar retailers whose online services are so much better.

Follow up note - to be fair. H&C Customer Services followed up post here quickly and refunded me the cost of the trousers I never received. I have revised my review score from ‘one’ to ‘three’ as a result. I would like to stress that the shirt which did arrive was well made and good value.

Bought two sets of chino dyed chinos which look fab on my husband. Happy with service in Cardiff branch 4*. However, washed on a 30 and both have marks on and not wearable without a long shirt or jumper to hide this. Extremely disappointing that the quality is so poor when washing and looks like the dye has run.

Shockingly bad customer service - ordered my father's birthday present only to find no delivery - rang and was told by Customer Service package was delivered to local mental health support hospital . I embarrasingly walk up and down all the wards amongst some very poorly people and asked all receptions without sucess. Called CS again to be told i must now await an officlal Courier Investigation and pending the decision I would be contacted . First experience with these people and the attitude was appauling - they just dont care

Ordered a pair of loafers, only to be told 6 days later that the were out of stock and the order couldn’t be fulfilled without even an apology.

This is my first time ordering from this company and it will also be my last.

I have recently ordered some shirts of different colours and weaves, and have chosen to keep those I like and return the rest at the Edinburgh store.

The salesman initially refused a refund. (Note that the order was made within 14 days, and I didn't even open the package of the unwanted shirts.) After some communications, he reluctantly accepted to send my shirts to their distribution centre, and asked me to fill a refund form, writing the SKU number of each shirt and reasons of returns. He took away my corresponding dispatch note when I asked to keep it. There was no confirmation that the store has received my unwanted shirts.

While the shirts seem to be of good quality, it's a shame that your colleague has successfully turned me away from buying your shirts in the near future. I felt very unwelcome at the store, and I'd not consider going to your store except to return your shirts.

After the interaction, I sent an email to the customer service team about my concerns about my returns and the loss of my dispatch note, and I hope you will reply as soon as possible. I'd consider legal advice concerning your colleague on behalf of your company attempting to break your Terms & Conditions regarding returns as stated in your website, as well as his rude behaviour. I'm also considering returning the rest of unopened shirts within 28 days of purchase due to the poor customer service.

Edit 27/11/2025 in response to the reply: Thank you for your reply. I have received your email regarding my returns. I really hope any transactions could be clearer. For example, I should get a written confirmation that the store has taken my returned items, and a receipt once the return and refund is accepted, stating what I have returned, and the remaining products I've bought, ideally in a PDF format.

Fabulous service and professional even when under pressure and busy, wish more shops were like this ;)))
156 Oxford street branch you need to clone the manager, what a multi tasker !!
🤲🏾🤲🏾

Probably an insult to Primark, who don’t pretend to be premium.

Foolishly, earlier this year, I decided to buy a multi-buy shirt offer from this company instead of Charles Tyrwhitt - my usual go to. I wore three of the shirts I bought; and each was uncomfortable.
The material made me itch and the fitting was weird.

i thought they might improve after washing, but there was no difference.

I took up the quality issue with customer services, who after many emails explained that “it was not a quality issue.” I will stick to CT in the future and have outlined the descriptions of the shirts in case it’s helpful. Slim fit Black formal shirt, Slim fit Navy shirt and Slim fit Green & Blue check. I have decided to donate the unworn shirt to charity.

The store advertised trousers as in stock and so i bought the trousers as well as a £25 shirt and paid the £5 delivery cost as the £5 delivery seemed worth is for an £80 order. I seperately made a £185 order the following day.

Customer service reached out saying that the trousers are actually not in stock and that i can select a trousers or equal value as a replacement or they can refund my order. As they had no replacement trouser in my size of equal value i requested a refund of my entire order as a £5 delivery cost does not justify a £25 shirt (especially when competitors offer free delivery). Customer service informed me that theyve already dispatched the shirt and they wont refund the delivery cost.
Surely you should contact the customer prior to delivering part of the order if you dont have items in stock.

I will now be returning my shirt as well me entire second order out of principle and not shopping at this company again (also reading the reviews im concerned about the quality of the products).
Its a shame that the company is happy to lose a customer and have a £200 plus order returned for a £5 delivery cost especially when theyve made the mistake.

Avoid this store

Edit: the below response from hawes and curtis is evident of my experience with them. They do not want to even acknowledge my complaint of the delivery charge in their response. Why even respond if youre going to ignore the complaint

I live in the USA and am starting to find it difficult to find updated traditional style clothing for both work and casual wrear. I discovered H&C over the summer and have purchased Merino Sweaters, Dress Shirts and Corduroy Trousers. So far everything has exceeded my expectations. Only issue, not C&H's fault, are the tariffs that my country has imposed and that C&H has to collect.

Avoid at all costs. Very cheap material used at high price. Purchased two suits. The trousers for one suit ripped within 2 weeks of wearing them. Contacted customer service and was informed it’s of warranty.

Not to mention the delay in coming back to me.

Poor all around.

I visited the new store in bluewater today, lovely store and an excellent display, i was served by David,who was fantastic, and i knew straight away he knew his trade, i bought 4 shirts and a overcoat, thankyou David and all the staff.See you again soon.