Placing an order is easy. Once you've found the item you want, click 'Add to Basket'. You can then choose to 'Continue Shopping' or 'View Basket'.

When you're ready, go to your basket to review your items and select 'Checkout securely now'. You can sign in, create an account, or check out as a guest. Fill in your delivery and payment details, check everything is correct, then click 'Submit my order'.

We'll email you to confirm your order has been placed, and again as soon as it's on its way.

Yes. Our Customer Service team is happy to take your order over the phone. See our Contact Us page to get in touch.

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

You have a short window of up to 15 minutes after placing your order to cancel it. To do this, please contact our Customer Service team as quickly as possible via live chat or by phone on +44 (0)333 188 1136, and we'll confirm by email whether we were able to stop it.

Because we process in-stock items quickly, it isn't always possible to cancel — the order may already be on its way. If we can't cancel it, please use our Returns Policy to send the item back once it arrives.

Don't worry — this happens. If you're within the 15-minute cancellation window, contact our team straight away (see above). If your order has already been processed, simply return it once it arrives; our Returns Policy explains how. If you need a hand, our Customer Service team is always happy to help.

Please contact us via one of the methods on our Contact Us page and a member of our team will be happy to help. Please don't place a new order until you've heard back from us.

Your account makes it easy to keep track of every order. Once logged in, select the order you'd like to view for full details, including tracking where available. We'll also email you as soon as your order is dispatched.

We'll email you as soon as your order is on its way. You can also check your account to follow its progress. Please note we may occasionally ship items separately if one is delayed.

Orders placed before 4pm on a working day are dispatched the same day. Orders placed after 4pm on a Friday, or over the weekend or a public holiday, are dispatched the next working day.

We offer four UK delivery options:

1. Standard Delivery – Evri (3–4 working days): £3.95, or FREE on orders over £75
2. Next Day Click & Collect – DPD: £4.95. Available at over 7,000 pick-up points — ideal for apartments or shared buildings.
3. Next Day Home Delivery – Evri: £5.95. Our fastest home delivery service.
4. Next Day Home Delivery – DPD: £6.95. Includes a one-hour delivery slot, text and email updates on the day, and live driver tracking.

For next-day services, orders must be placed before 4pm (Mon–Fri). Weekend and public holiday orders are dispatched the next working day.

Please note:

• Delivery times are estimated and not guaranteed.
• We reserve the right to change the courier if needed.
• Shipping costs are non-refundable, even in the event of a delay.
• Diverting a parcel to a pick-up point or a different address can lead to longer delivery times, which are beyond our control.
• Duties and taxes are the responsibility of the recipient. We recommend checking with your local customs office, as policies vary by country.

A note on delivery security

If no one is available and your parcel is left in a communal area or a designated safe place and later reported missing, we're unfortunately unable to provide a refund or replacement. By choosing home delivery you accept this risk. For maximum security, we recommend DPD Click & Collect.

Yes, we ship worldwide. Shipping costs are calculated and added at checkout. Estimated delivery times are:

• Europe: 5–7 working days
• USA: 4–8 working days
• Rest of World: 4–8 working days

We'll email you as soon as your order is on its way, and all our deliveries are tracked — use the tracking link in your email or in your account to see where it is.

It's also worth checking for a delivery card: your parcel may have been left in a safe place, with a neighbour, or taken to a local depot.

If you need to report your order as lost, please contact our Customer Service team via our Contact Us page.

We sometimes ship items separately so that a delay on one item doesn't hold up the rest of your order, so a missing item may simply be on its way in a separate parcel. Your dispatch confirmation email lists the items that have been sent — if the missing item isn't on it, please allow a little longer for it to arrive.

If the item is listed as dispatched but hasn't arrived in your parcel, please contact our Customer Service team via our Contact Us page within 48 hours of receiving your parcel.

We're sorry if a mistake has slipped through. Please contact us via our Contact Us page within 48 hours of receiving your order. We'll need your order number and photos of the item you received, and a member of our team will review it and put things right as quickly as possible.

We're sorry to hear this. Please don't refuse delivery — accepting the parcel and contacting us is faster, as refusal can delay the return.

Please contact us via our Contact Us page within 48 hours of receiving your item, with details of the fault and photos for our team to review. You can also start a claim through our Returns Portal.

Please note that discomfort or a size/fit issue after wear isn't classed as a fault. We recommend trying footwear on indoors, on a clean carpeted area, before wearing it outside. If there's a size or fit issue, please follow the normal returns process.

We hope you love your order, but if you're not 100% satisfied you can return most items within 28 days — including items bought with a promotional discount. Your 28 days start from the date you received or collected your order.

How the timing works: notify us within 14 days of receiving your order that you'd like to return it, and you then have a further 14 days to send the items back to us.

To start a return, log in to our Returns Portal.

For a return to be accepted:

• Items must be unworn and unwashed, with all tags attached, accessories included and in their original packaging.
• Socks can't be returned for health and hygiene reasons.
• Underwear can only be returned if the seal on the box is intact.
• Personalised items can't be returned.
• Footwear showing signs of wear — inside the shoe, on the uppers, or on the soles — will be refused and returned to you, subject to payment of shipping fees. For this reason, we suggest trying shoes on carpet only.
• Discomfort or a size/fit issue after wear isn't classed as a fault and can't be returned.

Please obtain proof of postage in case your parcel is lost on its way back to us.

A £2.99 returns charge per parcel will be deducted from your refund.

Where we suspect fraudulent activity — for example, suspicious claims of non-receipt, items returned after being worn, or returned items that don't match the order — we reserve the right to withhold refunds and block the account (and any associated accounts) from ordering in future. In these cases the product will not be returned to you. If you believe we've made a mistake, please Contact Us and we'll discuss it with you.

Yes — we offer a simple exchange process for UK orders:

• One exchange per order for a different size or another item of equal value.
• Start your exchange via the Returns Portal.
• If you need to exchange more than once, standard return and reshipment postage fees apply.
• The 28-day return window runs from the delivery date of your original order and does not reset with an exchange.
• If your chosen item is out of stock, we'll contact you with alternatives; if none suit, we'll issue a refund.
• If you used our return label and choose a refund instead, a £2.99 fee is deducted from your refund.

Exchanges are currently available for UK orders only. Shipping costs are non-refundable.

Once posted, your parcel usually takes up to 7 working days to reach our warehouse. We'll inspect it on arrival and process your return — usually the same day, though this may take a little longer during busy periods.

If your parcel hasn't reached us within 7 working days, please check your tracking. If it shows no movement or a possible delay, contact us as soon as possible. This is important: we can only raise a claim with the courier within 14 days of you posting the item. After that window we're unable to investigate the delay, which may affect your refund or exchange.

Once we've checked your item, we'll refund your original payment method. Funds typically appear within 3–5 working days, depending on your card issuer. If you paid by gift card, store credit or voucher, we'll issue a replacement to the value of the refund, minus the £2.99 return fee.

We'll email you when your parcel arrives back with us, and again once your refund has been processed.

If your items reach us outside the 28-day window, we'll hold them for 14 days for you to arrange collection from our address. After 14 days, the items will be disposed of.

Please contact our Customer Service team within 48 hours of receiving a faulty item. You can start your request on our Returns Portal and submit evidence of the fault for our team to review. Please don't continue using a faulty item once you've spotted the fault, as this may affect our ability to refund you.

All successful returns are refunded to the original payment method. Original shipping charges aren't refunded. We'll email you once your return has been processed. Please note refunds can take 3–5 working days to appear in your account, depending on your bank.

If you're not happy with how we've handled a return, replacement or repair, we want to hear about it. Please visit our Contact Us page and we'll aim to resolve it as quickly as possible.

Our Returns Policy doesn't affect your statutory rights. For more information, visit the UK Government website at www.gov.uk, or contact the Citizens Advice consumer service on 0808 223 1133.

If, within six months of purchase, your item develops a fault due to a manufacturing defect or failure in craftsmanship, we'll offer a repair, replacement or refund — whichever is the most appropriate and fair resolution. This applies to all products purchased directly from the Oswin Hyde website.

Each claim is assessed individually and fairly. This guarantee does not affect your statutory rights.

What is not covered

The following are not considered manufacturing faults and are excluded from the guarantee:

Umbrellas

• Damage caused by wind, storms or adverse weather (e.g. snapped sticks, bent ribs, broken handles)
• Accidental damage or misuse
• General wear and tear
• Rusting caused by storing the umbrella while wet

All items (including footwear & accessories)

• Accidental damage, misuse or improper handling
• Cuts, tears, stains or abrasions caused by external factors
• Colour transfer, wrinkles and creasing — natural characteristics of genuine leather
• Water damage to leather products
• Normal wear and tear, or deterioration from prolonged or excessive use
• Socks, which are a consumable product — holes formed through regular use aren't a manufacturing fault
• Wear to rubber shoe heels, which are consumable and naturally wear down with use, requiring routine replacement over time
• Damage from incorrect sizing, or alterations made after purchase
• Items not purchased directly from oswinhyde.com

Every Oswin Hyde item is quality-checked before dispatch to ensure it meets our high standards.

Your responsibilities

Please inspect all goods on delivery and report any visible issues within 48 hours of receipt, so we can address them promptly. Product descriptions, videos and imagery are for illustrative purposes only and don't constitute a guarantee of specific characteristics.

Making a claim

If you have any questions about our guarantee or need to make a claim, please email us at hey@oswinhyde.com with your order number and photos of the issue. We're always here to help.

We accept Visa, Mastercard, Maestro, American Express and PayPal. We've also partnered with 'buy now, pay later' providers Klarna and Clearpay so you can spread the cost. Choose your preferred method at checkout.

As we take fraud seriously, your payment is validated and authorised by us and your card issuer to keep your details safe.

Add all the items you want to your basket, then find the box that reads 'Discount code? Enter it here'. Enter your code and click 'Add' to apply it. If the code doesn't work, check that you're not trying to combine offers and that none of your items are on our exclusions list. Still stuck? Contact our Customer Service team.

The most common reasons are trying to use more than one code per order, or having an excluded item in your basket. For new customer discounts, you'll need to create an account and be logged in for the discount to apply — these promotions aren't available at guest checkout or to existing customers. If none of these apply, please contact our Customer Service team.

If you see the status 'Payment Problem' on an order, we need you to check the payment details submitted. Click into the order and select the option to resolve it. Before re-entering your card details, check that the expiry date and billing address are correct, and that there are sufficient funds. If the problem persists, please contact our Customer Service team.

Orders delivered outside the UK may be subject to import duties and taxes (including VAT). As these vary widely, we recommend contacting your local customs office for details.

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