FAQ's

This is a rather long list but we wanted to make sure we covered all bases because there's nothing more frustrating than going on a website and not knowing if they deliver internationally (we do but you have to pay) or how much shipping is (ours is free!). But if your question is not there please email us at support@hclothing.co.uk so we can respond and add it in (as long as it's a reasonable question, not something like 'what percentage of your clothes are made in January?' but obviously it's 13%.)

If anything isn't there or you still have questions, email us at support@hclothing.co.uk or text us on 07446261761 but for anything order related use email as we'll need to cross-check order numbers, prices, etc.

This is the list of questions so you don't have to scroll through every question to find yours:

Can I create an account?

How do I know what size to get?

What if the item I want is sold out?

How do I find out when new styles will be released?

Where can I see the care instructions?

What weight are the clothes?

What forms of payment do you accept?

Where do I enter my promo code?

Can I cancel my order?

My order has been cancelled, how long does it take for the refund to process?

What if I need to modify/adjust my order (e.g. incorrect size purchased, incorrect address)?

I used the incorrect address. Now what?

How long will delivery take?

Where's my order?

My tracking information states that my item was delivered but I have not received it. What does this mean?

I received a damaged product. What should I do?

Do you ship internationally?

Have you received my returned item(s)?

How do I exchange an item?

How much do you give to charity?

Do you have any proof that you're sustainable?

 

Can I create an account?

At the moment we do not offer the ability to create an account. Firstly, it’s time consuming for you at checkout. Secondly, our catalogue is a bit small at the moment and usually accounts are useful to save items or have quick checkouts when you're re-buying from the same brand. When it grows, we will look to offer account creations. We apologise if you have to input your details again if you come back to buy another item, but look on the bright side, at least we're not forcing you to create yet another password!

How do I know what size to get?

In order to help find the best fit, the following information is available on every product page:

  • All products have details of the model's height and product size they are wearing
  • Fit Details tab are on the items product page and will display measurements (measurements can be viewed in inches and cm)
  • Email us but if you want a quicker response text us on 07446261761 and we'll try help
  • The relaxed sweatshirts and hoodies are obviously baggier so if in doubt go smaller (unless you want that proper street style look where the hoody comes down to your knees)
  • Women's t-shirts actually come up quite small so go bigger if in doubt

What if the item I want is sold out?

Well this would be a right pain! At h clothing we believe in only producing what we need to avoid waste and overproduction (that's right we actually try to action our sustainable claims). That unfortunately means that sometimes we have items that are sold out. This is by far the best way of working to lower our carbon footprint and we are doing our very best to restock sold out items as soon as possible. To be notified when a specific item is back in stock please sign up for our “Notify me when available” option located on the respective item’s product page.

How do I find out when new styles will be released?

Eager beaver. You can stay updated with our latest releases by signing up for our Newsletter (bottom of every page) or by following us on Instagram (tactical question to get more followers obviously).

Where can I see the care instructions?

All Products have a care label attached. Please look for them on the side label of your product. In general, we advise washing your clothes inside out at 30º (40º if there are tough stains from those wild nights out) with similar colours (getting technical now) and whatever you do DO NOT tumble dry as this will damage the designs.

What weight are the clothes?

This is for the aficionados of fashion. Our t-shirts are 200 GSM and our sweatshirts and hoodies are 350 GSM, which is heavier than your average product in those categories. We'll be looking to bring out variations (lighter or heavier, depending on demand) items further down the line.

What forms of payment do you accept?

American Express, Visa, MasterCard, Maestro, Discover, Diners Club, Shop Pay, Apple Pay, Google Pay, Paypal. We have it all (nearly).

Where do I enter my promo code?

After confirming your cart and advancing to check-out, you can add the discount code provided in the box labelled, funnily enough, promo code.

Can I cancel my order?

Please see the Returns Policy for more information but long story short we can only accept a cancellation before the order has been dispatched otherwise you will have to go through the Returns process.

My order has been cancelled, how long does it take for the refund to process?

Allow up to 5 business days for the refund to be processed. Same with returns once these have been cleared.

What if I need to modify/adjust my order (e.g. incorrect size purchased, incorrect address)?

Please please double check information before submitting your order. But if so, please email us immediately at support@hclothing.co.uk and hopefully we will see it in time to adjust it. If it has already been dispatched, you will have to go through the Returns process (and if it's the incorrect address, well that is an entirely separate issue dealt with below).

I used the incorrect address. Now what?

Well exactly now what?! Address updates can be requested but are not guaranteed. If your package ends up going to another address, we (with your help) will do our best to retrieve it but if this is not possible unfortunately you will have to purchase the item again and some lucky bugger will get a free top. We may be lucky and get it compensated by Royal Mail but let's not assume anything.

How long will delivery take?

Depending on which delivery you select, for UK deliveries we aim to get your product to you in 2-3 days for 1st Class and 4-5 days for 2nd Class. We do not offer a next day delivery service yet (because also this is much less sustainable if we’re only half-filling vans to get the product to you so we have to wait until we get more orders!). You may be used to the Amazon 'delivered almost too quickly' but both the environment and the workers are being destroyed as a result so we're taking a stand. Also I'm sure you'll be ok waiting an extra few days for a t-shirt or a hoodie (unless you own no other clothes in which case sorry!). For international deliveries, you will see the charges and shipping times relevant to your country.

Where's my order?

Everyone's favourite question. PANIC. We've given you THREE suggestions for this:

  1. Check the estimated delivery date (you will find this date in your Order Confirmation email). Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date. To see the progress of your order, see point 2 below.
  2. Message us so we can track your order for you
  3. "I’m still waiting for my order". Please allow an extra few days for your order to be delivered (especially during busy times or when we are restocking) - our carriers are always doing their best to get your order to you. Make sure you keep an eye on your tracking link for the latest updates. If more than 5 days passes since your order was meant to arrive, please let us know and we’ll do our best to help you.)

My tracking information states that my item was delivered but I have not received it. What does this mean?

It means it's gone forever. Kidding, we will check your tracking information for where it says it was delivered (and double check the address you put on it) and if you still can't retrieve it, please contact us at support@hclothing.com

I received a damaged product. What should I do?

We hope this never happens but if it does e-mail us at support@hclothing.co.uk within 24-48 hours of delivery with detailed images of the product(s) in question and the packing/invoice slip so we can sort it. It may be that the product was damaged whilst in transit so we will check for this in case of any cover that can be applied.

Do you ship internationally?

Yes but please see the charges for this as free delivery is UK only for now.

Have you received my returned item(s)?

It can sometimes take up to 5 days (excluding weekends and bank holidays) for your parcel to be delivered back to us. All returns are subject to our original condition and fair use policies. Check out our Returns Policy to find out more. We'll send you an email as soon as we've completed your return but if you're getting worried, get in contact with Royal Mail to track your parcel, please don't email us as we don't control what happens once items are on the move (as much as we would love to). If worse comes to worse, your item will be covered if it gets lost so you will receive the money anyway (just may take longer when you have to fill out that massive 'lost item' form). And some lucky person will get a free piece of clothing.

How do I exchange an item?

Unfortunately we do not offer exchanges. You'll have to go through the old fashioned route and return the item(s) for a full refund (see Returns Policy for eligibility) and place a new order for the preferred item(s).

How much do you give to charity?

We donate 10% of the profits from every sale to YoungMinds, our chosen mental health charity supporting young people, via WorkforGood. We will share the amount of your donations every so often on our social media/via email but you can have a look at our profile for updates here: https://workforgood.co.uk/businesses/h-clothing-1/

We will obviously look to increase this amount once we are able to!

Do you have any proof that you're sustainable?

The age-old question in the fashion industry. We make sure that we stay away from terms that fall under colourwashing because that is not us:

  • Our clothes are made in an ethical manner with sustainable means (and shipped here via boat not plane) as you can read about on the About Us page (and we actually went to visit our factory to prove this)
  • Our packaging in which we send our clothes is from a sustainable, certified source in Poland (shipped here via boat not plane) and you can see the certifications on the actual boxes when you order a product
  • Everything else is also chosen only if it's from a sustainable company from our labels on the clothes (recycled polyester) to our thank you cards (recycled paper) included in the packaging, all within the UK
  • We have a profile on Ecologi, a platform aiming to help make the world climate positive, which we use as an indicator to understand our carbon footprint and offset it by planting a tree with every sale we make. You can see our profile here: https://ecologi.com/hclothing

If you're still not convinced, write to us and we'd be happy to listen to your advice/tips in this area but please don't be annoying about it.