Hawes & Curtis Anmeldelser 

Absolutely unacceptable experience.

I purchased two caps that don’t fit and was refused a return on the basis of “hygiene reasons, apparently, a baseball cap is now treated the same as a face mask.

This is not standard practice anywhere online. Caps are items people try on. If they don’t fit, they get returned. Simple.

What makes it worse is that this “policy” is hidden behind dropdown sections on the product page. It is not clearly presented at checkout, which makes it feel deliberately misleading.

No hygiene seal, no obvious warning, just a convenient excuse to deny returns.

Retailers cannot hide behind vague policies that contradict normal consumer expectations and then enforce them after purchase.

I will not be shopping here again. Buyers beware.

In January 2026 I bought two pairs of shoes. They arrived after I had departed on a business trip. Upon my return I tried on the shoes and found they ‘gaped’ at the sides as I walked. They were poorly fitting. I immediately contacted Customer Services to enquire about a return. Upon their request, I sent photos of the shoes to confirm they had not been worn. Hawes and Curtis has since refused to refund the purchase price because my return is outside the 28 day return period. Instead, I am told I can only have an exchange. Over the past few years, I have bought dozens of shirts and some shoes from Hawes and Curtis. It is a shame that loyal customers are treated this way. Needless to say, I will no longer be shopping at Hawes and Curtis.

UPDATE: Having provided H&C with the email correspondence requested in their response to this post, I received an email from the same person in their customer services department, simply repeating what she had previously stated. Farcical.

Ordered two sets of shirts- attempted to cancel one order within 24 hours but no response from them. Now returning two orders and out close to $200 for nothing because they said they do not want to refund duties. Never had this experience before with other vendors from the UK and my business clothes shopping is now moving to other vendors

order 3813231
My parcel was marked as delivered, but it was left outside in a communal area with no one there to receive it and it has now been lost. I never agreed to parcels being left like that, and it was not delivered into my hands or left somewhere secure.

The company has simply relied on the courier saying it was “delivered” and referencing GPS data, without properly addressing the fact it was left unattended. As a result, I’m now out of pocket and without the items I paid for.

I’ve shopped with them before and rated them highly, which makes this even more disappointing. If this isn’t resolved properly, I’ll have no choice but to pursue a chargeback or take the matter further.

Hawes & Curtis offers a wide range of clothing at an exceptional value proposition. I've made multiple purchases and had good experience with their dress shirts, linen shirts, chinos, Merino knitwear, and shoes. The express shipping is indeed extremely fast and affordable, and the return policy is very easy and comfortable. I'm already looking forward to their summer collection (and to the next winter collection but that might sound crazy)! haha

I had a great experience with some real good old fashioned customer service at H&C today. I was served by Craig at their Milton Keynes shop. He was patient, took time to properly measure me and gave me some great product advice, with a proper features and benefits run through! Thank you Craig - I look forward to picking up my new suit next week!

Suits you, Sir!

Ordered a suit with trousers altered to a specified 28.5” inside leg. On receipt, I measured the trousers using the exact method Hawes & Curtis themselves instructed and found them to be just over 27”. I provided clear photographic evidence.

Rather than engaging with my evidence, the company repeatedly asserted that the trousers were correct, claiming warehouse photographs existed to prove this, but none were ever shared with me. My photos were never disputed or explained, I was simply told to accept their internal measurements.

During the correspondence, a full return and refund was explicitly offered to me in writing. When I accepted, that option was later withdrawn without explanation, with the company then relying on its altered-items policy instead.

The issue here is not fit or preference, but transparency and process. I was left with an unusable suit, undisclosed evidence, and a resolution process that felt one-sided and unfair. For a brand that presents itself as premium, this was deeply disappointing.

Dear Sirs,

CONGRATULATIONS!!!
Amazing QUALITY and PEOPLE !!!
So PROFESSIONAL and KIND!!!
Me, my Husband and my Son were delighted with you.
We were twice at your store - Jeremyn Street last 19th and 20th January - we live in Lisbon - and we have to share with you our satisfaction with this experience.
All the best for you !!!
See you soon .
Thank you very much
Margarida
Eduardo
João
23rd January 2026

in line with a lot of reviews. Products good quality. Service shocking. I have a number of H&C suits. i ordered an overcoat in the sales. As the clue is in the title and there was nothing in the description i ordered the same size overcoat as the suit jackets i own. When the overcoat there was no way i could wear it OVER A JACKET. so i returned it and ordered a replacement. payment for new order taken immediately, still waiting for the refund. There is no excuse for this with todays modern banking. Its either down to incompetence or willfully sitting on other peoples cash

Shirts poor quality and fell apart on sleeves

Salvatore is a star. He has helped me twice now with his amazing service

I ordered two pairs of shoes, only because they were on sale, as I would not have been able to afford them at full price. Both pairs arrived together. One pair was absolutely fine; the other was damaged. I was livid to discover that I had been sent a faulty item, suggesting that either no quality check had taken place or that it was deemed acceptable to send a damaged product to a customer.

I contacted customer services and, a few days later, received nothing more than a feeble apology and a link to the online system to arrange a return or exchange. I requested an exchange immediately and then waited without any clear indication of when—or if—the replacement would arrive.

What is particularly unacceptable is that even when returning an item for an exchange, you are not refunded the full value. A percentage is deducted, meaning you effectively pay postage twice. This feels especially unfair given that the item was faulty on arrival. The company repeatedly stresses that returned items must be in a re-sellable condition, yet they appear perfectly willing to dispatch damaged products to customers in the first place, which is frankly insulting.

I expected better from a brand that has been established for such a long time. This experience has taught me that price point or longevity does not necessarily equate to quality or the best customer service. Even during sales, this is not a brand I feel confident spending money with. I would be unlikely to purchase from Hawes & Curtis again and would actively discourage others from doing so.

Having since read the reviews here, I am not surprised and regret not doing my research beforehand.

Edit:
I returned the shoes the same day using the link provided. After allowing several days for the return to be received and processed, I attempted to contact the team via email but was unable to reach them due to technical issues. I then submitted an online request for an update on when the replacement would be sent.

Although Royal Mail confirmed the item was received by the warehouse on the 12th, I was informed that a replacement would be unlikely to arrive before the 20th. While I appreciated the honesty from the representative, I was disappointed that an exchange could not have been processed more promptly. We therefore agreed that a refund would be the best solution.

A partial refund was received, minus the £3 postage and packaging fee, which was again disappointing given the circumstances.

Overall, I believe Hawes & Curtis could and should do much better than this. Thank you to Sorrel for assisting in getting the return processed, but buyers should be aware that faulty items, slow exchanges, and out-of-pocket return costs are real risks when ordering from this company.

Don’t use this company for a special event or birthday present because THEY WILL LET YOU DOWN.

I ordered a jumper for my best friend’s birthday on 2nd Jan. They took the money straight away. Eventually on 7th Jan, after I’d starting wondering why I’ve had no communication what so ever at gone 4pm I receive a dispatch notification.

On 9th Jan I start wondering where my item has got to and I click on the Royal Mail tracking link and read ‘We are waiting for your parcel but it’s not yet been scanned into our network we will let you know once we have received it!” Thatwas Friday evening.

Scammers more like! Dispatch notification is a massive lie. So now I’m without a present for my best friend on Monday 12th as they don’t work weekends.

Lesson learnt….go elsewhere.

Oh and it’s ironic their customer services can respond on trustpilot but NOT to customer’s emails and they don’t

I ordered shirts from Hawes & Curtis and was satisfied with the quality and fit. However, the sleeve length was too short, so I returned the entire order (and placed a new order for shirts with the correct sleeve length).

To my surprise, I was informed that I have to pay both the initial shipping costs and the return shipping costs. I pointed out that, according to EU regulations, I am entitled to a refund of the initial shipping costs (I was aware of the return shipping costs, as this is stated on the website). After raising this issue by email, I received no further response.

Unfortunately, they do not appear to comply with EU consumer rights when shipping to EU countries.

30 December
There won’t be a next time.
When customer service fails to acknowledge failure, and offer resolution, it says it all.

You did not receive a response because I was not notified it was out of stock. Your record will show the lack of communication and failure on your part.

—-

Order ID:
3754974
Order date:
18/12/2025 08:11

I did not receive any notification of out of stock item until now 26 December 2025 after it was refunded so I am not sure how H & C expected me to make a decision when I was not notified it was out of stock.

I simply received a refund notification on 24 December and I immediately knew it was out of stock.

For such a credible and loved brand, this was very disappointing.

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 have been a repeat Hawes & Curtis customer and generally think they produce a good product, which makes this experience particularly disappointing.

One shirt in my international order was sent incorrectly — it arrived with French cuffs instead of what was ordered. I reported the issue immediately. Rather than resolving a straightforward fulfilment error, I was repeatedly redirected to their international partner and provided with an initial solution of having to ship the shirt myself internationally, wait for a refund, and then consequentially repurchase it at a higher price — effectively absorbing their mistake myself. They asked for photos multiple times, redirected me again, and I was drawn into circular email exchanges over several weeks.

No replacement was ever sent. After weeks of delay and escalation, the issue was only closed by issuing a refund for the incorrect item.

All I have asked is for them to send a $65 shirt so I receive what was ordered. They are obviously not willing to honour my order and definitely do not honour my time. Spending hours on both sides for a $65 item says a lot about the quality of their business. Very unfortunate considering I have ordered a number of their shirts in the past and they produce a good product. Terrible operators who obviously do not care about serving their clients professionally. BUYER BEWARE!!!

I bought this shirt via M&S, it's excellent, looks great, super quality and superb fit. The material and workmanship is of high quality and it was a good price, well worth the money.

I buy two shirt at Hawes & Curtis online.

Very cheap fabric !

No free return !

It was the first and the last time !

I ordered a suit from Hawes and Curtis which arrived in good time - it was excellent quality and very well cut. However, the trousers were a little small, so I decided to exchange them for a larger pair. I posted the return on the 28th of November, and they have still not arrived (it is now the 10th of December).

I understand that this is Royal Mail's fault, but when I reached out about the situation I received an extremely unhelpful response telling me that it had been delayed and there was nothing they could do. I had asked a specific question; could they set aside a pair of trousers for the exchange because I was worried that they would sell out. This was not answered in any way.

I tried to contact through different channels - the "chat" feature is really a robot that you cannot convince to let you talk to a real person. It seems to just submit ticket requests on your behalf. I tried to call both the customer service number and the number for legal (in the terms and conditions) - both had an automated voice telling me that no agents were available. It then hung up.

How is this acceptable for a supposedly "luxury" brand? The suits are - so far as I can tell - quite nice, and made out of good material. But the customer service is shocking, and their returns/exchange procedure is really terrible.

I had planned to do a good deal of Christmas shopping here for my male relatives - I won't be doing that anymore.

Edit: I can confirm that after I had written this review, my return was confirmed - the parcel is still at Royal Mail, so I'm grateful that the team managed to be flexible. My thoughts on contacting them for customer service remain - unacceptable.