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FAQs

Contact

General Marketing

Our Accounts team, if you have an account card and wish to make payments or changes to your account.

Our Buying & Production team

Our dispatch team, for all deliveries, order and return queries

Our Online team, for bulk orders, email marketing, website problems and general feedback

Our Retail team, for feedback on your retail store experience

Delivery

An item in my order is incorrect

Can I arrange to collect my order instead of having them couriered?

Can I change the delivery address for an order that I have already submitted?

Can I ship to an international address?

Has my order been shipped out yet?

How long will my order take to arrive?

How much does delivery cost?

I have received a faulty item

One or more items is missing from my order

Emails

How do I opt out of marketing emails?

I haven't received a validation email - what do I do?

Why am I getting emails from Hallensteins?

My Account

How do I re-set my password?

How do I register?

I've lost my password, what can I do?

My password isn't working, what can I do?

What happens to my details when I register?

Payments & Billing

Can I purchase online with my Hallensteins Gift Card?

Is it safe to buy online using my credit card?

Returns

Can I return or exchange items that I buy online at Hallensteins retail stores?

I've ordered the wrong size or colour, how can I exchange it?

My purchase is faulty, how can I exchange it?

Our Returns Policy

Will I have to pay another courier fee for return or replacement product?

Shopping

Do I need to create an account to shop with you?

How do I search for a product?

I have bought something but have seen it at a different price on your website

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