Returns

Complete the returns form on your despatch note, indicating the reason for return and whether you would like a refund or an exchange for the same product in a different size or colour. If you cant find your despatch note, please print off your confirmation email and indicate which item you are returning, the reason for return and whether you would like a refund or an exchange for the same product in a different size or colour detail.

Peel off the pre-paid returns label from the despatch note, stick it on your return parcel and send it back to us at the address below.

hush
C/O Torque
Wortley Moor Road
Wortley
Leeds
LS12 4JH

You can return your parcel to us one of two ways:

1. Via the post office. We strongly recommend you obtain a proof of postage receipt from the Post Office as we can’t be held responsible for packages that fail to arrive.
2. Free home collection via Royal Mail.

Book your collection via the Royal Mail website or app. To find out more click here.

Attach your returns label to your parcel, with your returns form inside.

Hand it over to Royal Mail on your selected date.

You are entitled to one pre-paid returns label per parcel that you receive. If you require an additional label, please click here.

Complete the returns form on your despatch note, indicating the reason for return and whether you would like a refund or an exchange for the same product in a different size or colour.

Refunds

We process returns as quickly as we can, but it can sometimes take a while between posting back the returned item or items and receiving the refund.

You can track your returned parcel to see that it has arrived safely at our warehouse and you will receive an email from us as soon as the refund has been processed, but please don’t contact us unless 10 or more days have passed and you still haven’t received the money.

Refunds are always credited to the original method of payment. 

*Free Returns UK only

Refunds from outside the UK on orders depsatched after 04.03.20 are handled by our third party logistcs partner Global E. To begin the refund process please click here.

EU customers who have not purchased through Global-e or choose to send the item back at their own cost/method using the postal authority need to attach a CN22 document to the item. They will need to put in the description box on the label “Returned Goods [description of goods] No Commercial Value.

Exchanges

We’re happy to exchange an item for a different colour or size ONLY. Please follow the process above, indicating that you would like an exchange for a new size/colour in the 'Return Reason Code' column on the returns form.

Please also indicate the colour/size you would like to receive in exchange for the item you are returning in the same column.

All exchanges are subject to stock availability. If an item is out of stock at the time of the exchange being processed, a full refund will be issued.

If you want to exchange for a completely different style, we ask that you place a new order. Exchanges can be made to UK orders ONLY.

If you need your exchange in a hurry, we also suggest you place a new order and send back the wrong size/colour for refund.

You have the right to cancel your order as long as you notify us in writing within 14 days of receipt. You then have 14 days to return your entire order (as per our returns policy) for a full refund, including the cost of any delivery charges.

Please note that enhancements such as next day delivery or gift boxes are not eligible for refund.

Gift Vouchers

Items purchased with a hush gift voucher or e-voucher can be exchanged for another item or for credit back to the original voucher. Gift vouchers and e-vouchers may not be exchanged for cash or redeemed for further vouchers.

Gift Sets & Multi-buys

In order to receive a full refund, all items that were purchased as part of the gift set must be returned. In the event your gift set contains non refundable items such as earrings, knickers or perishable goods such as chocolate, please return the refundable elements of the gift set and we will apportion the refund as appropriate on eligible items. 

If for any reason you do not have a pre-paid returns label that you are entitled to in your order, please contact our customer services team or click here and follow the instructions. You will need your customer and order numbers to complete the form.

Please note the following:

The following items are not eligible for return: earrings, knickers, perishable items (such as chocolate, hot chocolate, tea, soap and nail polish etc.), items that have been personalised or customised, or gift boxes.

We only offer free returns to UK customers.  

Items purchased in our John Lewis concessions or on the John Lewis website can only be returned to John Lewis. (See  here for details). Similarly, items purchased on our website can only be returned to us as per the instructions above.

Unfortunately manufacturing faults do occasionally occur. If you believe an item to be faulty (or is not the item you have ordered), please contact us on 0330 6781468 or email  contact@hush-uk.com and we will advise on what to do next.

We are not able in any circumstances to refund return postage costs if you have not contacted us in advance.

Any items purchased as a gift between Tuesday 19th October and Friday 24th December 2021 can be returned to us for a full refund until Friday 14th January 2022.