Frequently Asked Questions

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

Six-Month Quality Guarantee: We stand behind the durability of our products. If, within six months of your purchase, you encounter any defects in materials or craftsmanship, we will gladly repair or replace the item at no additional cost to you. This guarantee reflects our commitment to delivering products that not only meet but exceed your expectations.

The customer’s obligation to inspect the wares and declare any defects, along with the warranty period, are based on statutory regulations. Product information (descriptions, videos, images etc.) does not constitute any guarantee of certain properties. The transfer of warranty claims is excluded.

All claims will be assessed on a case by case basis. All Oswin Hyde products have a lifespan depending on the model, the materials used and the individual use of the product. The warranty does not extend to defects due to the wrong fit, normal wear and tear, exceeding the product’s lifespan, or damage caused by improper, incorrect or negligent use or changes to the product. Furthermore, the warranty does not extend to defects in products not ordered from the Oswin Hyde website. 

Items ordered before 4 pm on a weekday/working day will be dispatched on the same day. Orders placed after 4 pm on Friday will be dispatched on Monday.

We offer a range of standard and express delivery options to suit you, with free delivery options available when you spend £50.

UK 1-2 DAY DELIVERY - Royal Mail Tracked 24 service - £4.99

UK 2-3 DAY DELIVERY - Royal Mail Tracked 48 service - £2.99

We will send you an email as soon as your order is on the way. For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is. 

Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.

Our UK Delivery and international delivery pages can give you more information around expected delivery timescales.

If you do need to report your order as lost then please contact our Customer Service through your preferred contact channel listed below.

Although we take care to prevent any damage to your goods within our warehouses and during transit, it is possible that problems may arise. Please accept our apologies if you have received a damaged or faulty item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

Once your order has been placed, you'll have up to 15 minutes to cancel your order. After this timeframe we will unfortunately be unable to cancel your order.

We advise contacting our customer service team via the livechat link below or by phoning us on +44 (0)333 050 9604 so we can try to resolve this quickly for you.

Unfortunately, it's not always possible for us to cancel the order. This is because the order has already been processed and is ready to be sent. Items that are in stock are processed quickly as we want to get products to our customers as soon as possible. If this is the case, then please visit our Returns Policy to help you get the order back to us instead.

We'll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

All items ordered with Oswin Hyde are subject to stock availability. We want you to be able to order and receive the products you love with ease, so we will always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, if so we will get in touch to let you know.

Don't worry we understand that this can happen; you can try and cancel the item in your account.

You will need to click on the item and choose the cancel option. We will send you an email within an hour to let you know if it worked.

If you can't cancel then you can send the item back to us. It's best to refer to our Returns Policy to find out how.

If you still need help, please contact our Customer Service team who are always on hand to provide support and guidance. 

Yes, click on the bag icon at the top of the page (or on the bottom of the page on our app) and you will be able to see the item(s) you have in there so far.

Use the + button to stock-up on your favourite items, or the – button if you have selected too many. If you want to remove an item completely then click the x button.

It's easy to place an order with us! Once you have found the item you want, you will need to click 'Add to Basket'. You'll be offered the choice to 'Continue Shopping' or 'View Basket' - if you've got everything you need, proceed to your basket and this will give you the option to review your items and check out by clicking 'checkout securely now'.

You will be asked to create an account or sign in if you have an existing account. You also have the option to 'checkout as guest' if you don't wish to create an account with us.

To complete your order, fill out your delivery and payment information. Before you place the final order, check all the details on the page are correct. Once confirmed, clicked the 'submit my order' button. We will send you an email to confirm your order has been placed and again as soon as the order is on its way to you.

If you require any further assistance, you can contact our customer services time using your preferred contact method listed below.

Yes, you can certainly place an order over the phone. Our Customer Service team are always on hand to provide support and guidance if required. 

See our contact page to get in touch and one of our team mems will be available to take your order.

Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved address but you can choose to add a new one by clicking 'Add a new address'.

Your account makes it easy to keep track of all your orders. Click here to track your order.

Once logged in, you will see each individual order that you have placed with us. Select the one that you want and you will be provided with all the details you need about that order.

We will also send you a dispatch email as soon as your order is on the way.

Please contact us via one of the methods listed on the contact us page and one of our team members will be happy yo assist you with a change.

We will send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order. It is therefore possible that the missing item may be on a separate shipment. Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you will need to allow longer for it to be delivered.

If the item is listed on your dispatch confirmation email but has not arrived within the parcel, please contact our customer services team via your preferred contact channel listed below within 48 hours of receiving your parcel.

We will send you an email as soon as your order is on the way. All our deliveries are tracked, you can use the tracking link provided in your email to check where your order is. Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.

Our order section will give more details about the delivery timescales.

If you do need to report your order as lost then please contact our Customer Service through your preferred channel through contact us page.

We offer a range of standard and express delivery options to suit you, with free delivery options available when you spend £50.

UK 1-2 DAY DELIVERY - Royal Mail Tracked 24 service - £4.99

UK 2-3 DAY DELIVERY - Royal Mail Tracked 48 service - £2.99

Our UK delivery and international delivery pages can give you more information around expected delivery timescales.

Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card. This card is from the courier and lets you know where your parcel is and how you can collect it.

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order. It is therefore possible that the missing item may be on a separate shipment. Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you will need to allow longer for it to be delivered.

If the item is listed on your dispatch confirmation email but has not arrived within the parcel, please contact our customer services team via your preferred contact channel listed below within 48 hours of receiving your parcel.

Although we take care to prevent any damage to your goods within our warehouses and during transit, it is possible that problems may arise. Please accept our apologies if you have received a damaged or faulty item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

We ask that you contact us within 48 hours of receiving your items via your preferred contact channel listed below. Please provide details of the fault and provide pictures for our team to review.

We are really sorry, but we're unable to accept back used items which are unsuitable or don't fit. An item that is deemed uncomfortable or an issue with size/fit after wear is unfortunately not classed as a fault. We recommend you try your purchased item on before use outside and if there is an issue with size/fit then please follow the normal returns process.

Click on the order you want to view to find out more. If the order has been sent tracked then you will be able to click through to track it.

The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

If you can't find the information that you need, you may to contact our Customer Service team or speak to us across Live Chat.

Your account makes it easy to keep track of all your orders. Click here to track your order.

Once logged in, you will see each individual order that you have placed with us. Select the one that you want and you will be provided with all the details you need about that order.

We will also send you a dispatch email as soon as your order is on the way.

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. 

Please contact us within 48 hours of receiving your items via your preferred contact channel listed below. We'll need your order number and any pictures you have of the item received. A member of our team will review the details and offer the best resolution to resolve your query.

We are sorry to hear your code isn't working, you will need to check that you are not trying to use more than one code per order and that your item isn't excluded.

Please note that for new customer discounts, you'll need to create an account and be logged in for your discount to apply at the basket. These types of promotions won't be available for customers using 'guest checkout' facilities or customers who have shopped with us before.

If the code isn't being affected by one of the issues above then please contact our Customer Service team through your preferred contact channel listed below.

Once you have found all the items that you want head to your BASKET, you will see a box located below your list of items which says 'discount code? Enter it here'.

Add your discount code or voucher code into this box and click 'Add' to apply the discount. If the code does not work then you will need to check that you are not trying to use more than one offer and none of the items are on our exclusions list.

If you need any further assistance, please contact our Customer Service team through your preferred contact method listed below.

From time to time we treat our newsletter subscribers and app users to exclusive discounts and promotions. You'll be the first to hear about all our latest offers and promotions and will get a first look at our sales. 

Sign up to our email newsletters by clicking here

Download The Hut app on the App Store by clicking here

Download The Hut app on the Google Play Store by clicking here

Don't forget to turn your notifications on to be notified when the promotions are available!

We offer a variety of online payment methods including Visa, MasterCard, Maestro, American Express and PayPal. We have also teamed up with a number of 'buy now, pay later' partners including Klarna and Clearpay. so you can split the costs of your orders.

You can select your preferred payment method at checkout.

As we take fraud very seriously, you will face validation and authorisation by us and the card issuer. We do this to ensure that our customers are safe while they shop.

Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT). 

We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.

If you are seeing the status 'Payment Problem' on one or more of your orders then this means that we need you to check the payment information that has been submitted.

Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you will need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

If you have done all of the above and still the problem is not fixed, then please contact our Customer Service team using your preferred contact method listed below.

If you want to add new payment details then you will need to do this at the checkout stage. 

Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite Allsole products with ease. You can manage your saved payment cards by clicking into 'Payment Cards' under Account Settings in your account.

Once you place an order, the payment will show in your account as pending until we send the products to you. 

The pending transaction is telling you that the payment is authorised to be taken.

If you are having problems accessing the checkout or any part of our website, then please get in touch via your preferred contact channel listed below so we can investigate and fix this for you.

Please refer to our Terms and Conditions page.

Please refer to our Privacy Policy page.