Are the products ethically sourced and sustainable?
Yes, all of our products have been sourced from UK certified suppliers.
We support small printing businesses that source their products from suppliers that are registered with International Standard Institutes such as WRAP, Fair Labour and Confidence in Textiles, SEDEX and follow the Ethical Trading Initiative code of conduct.
We are very conscious of ensuring we have minimal waste when it comes to our merchandise and we very rarely dispose of products.
How long will it take to receive my order?
We use Royal Mail as our selected courier for all orders placed through the store.
UK orders usually arrive within 5-7 working days but can take up to 14 days from order confirmation.
Online delivery confirmation shows you when your item has been delivered or attempted to be delivered.
At this moment in time, we are unable to offer a tracked service. Information will only be available online at the point Royal Mail try to - or successfully deliver your item.
I made a mistake on my order. What can I do?
Order modifications and cancellations must be requested before 5.30 pm on the day of purchase to ensure that your request is received before your order is fulfilled.
If your order has already been fulfilled, we will not be able to make any changes and you may have to wait until the package has been returned to sender in order for us to issue a refund.
Do you ship worldwide?
Yes we do! Please bear in mind that shipping fees outside of the EU have increased. Shipping charges will be displayed at checkout.
International orders usually arrive within 10 working days but can take up to 20 working days from order confirmation. This isn't a tracked service.
The Troy Hawke store is registered for IOSS. This means that your order includes the VAT which we send back to Europe, so there should be no VAT charges due to you when the order arrives with you.
There should be no additional charges relating to your order.
Can I return my order?
To be eligible for a return, please contact the customer services team by emailing email@example.com within 30 days of receiving your order and include the following -
Name, Order number, Reason for return, Email address used when placing the order
The item must be unused and in the same condition that you received it. It must also be in the original packaging.
A credit will automatically be applied to your credit card or original method of payment, within 5 working days.
You will be responsible for paying for your own shipping costs for returning your item so it's important to keep proof of postage. Delivery costs are non-refundable (this does not apply for faulty items where a full refund will be issued).
Returns can take up to 28 days to be processed so please bear this in mind before contacting firstname.lastname@example.org.
Can I exchange my order for a different size?
Unfortunately, we are unable to exchange items ordered through the store. Please follow the above Returns Procedure so that we can arrange a refund for the unwanted item(s).
Item arrived damaged
Please contact email@example.com detailing the issue along with a photo of the item(s) and include your name, order number and email address. We will respond within 48 hours.