Help and contact

Most questions are answered below. For anything else, ring customer services or ask in any of our 128 shops, where colleagues can look up an order, take a return or book a repair.

Call customer services

Our customer services team works from Hale House in Dorchester. Call 01632 960 123. Calls cost the same as a call to any other 01 number.

We're closed on Christmas Day, Boxing Day and New Year's Day. The lines are usually quietest after 6pm on weekdays. If you're calling about an order, have the order number ready: it starts SH and has eight digits.

Write to us

Customer Services, Swift & Hale, Hale House, Fordington Fields, Dorchester, Dorset DT1 9SH.

We reply to letters within ten working days. Put your phone number in, and your order number if it's about an order.

Live chat and email

Live chat and email are not part of this demo. Swift & Hale is a fictional company created by CHS for demonstration, and 01632 960 123 comes from a range Ofcom keeps for use in drama, so calls will not connect. To find out more about the site, see About this demo.

Questions and answers

Where is my order?

We text and email you a tracking link when your parcel leaves our distribution centre at Huntworth in Somerset. Every order and where it has got to is also in your orders. If a standard delivery hasn't arrived after five working days, call us and we'll chase the carrier.

Can I change or cancel an order?

Call us within an hour of ordering and we can usually change a size or colour, or cancel the order. After that it's being packed. Let it arrive and send back anything you don't want: returns are free.

How much does delivery cost?

Standard delivery takes 3 to 5 working days and costs £4.95, or nothing on orders over £50. Next day delivery is £6.95 if you order by 8pm, Sunday to Thursday. Click and collect is free from any of our shops. The delivery page covers the Highlands and islands, Northern Ireland and the Republic of Ireland.

How do I return something?

You have 60 days to return anything unused. Take it to any shop, or send it back by post with the free label from your orders. We refund within 5 working days of getting it back. The returns page has the details.

What if something is faulty?

Bring it into a shop or call us. Under the Consumer Rights Act 2015 you can have a full refund for a fault within 30 days. After that we'll repair or replace it, and refund you if the repair or replacement doesn't put it right. Hale waterproofs and packs also have our lifetime repair promise: tear it, bring it in, and we will repair it for as long as you own it.

How do I join the Club?

Joining is free. Ask at the till in any shop, or join online when you create an account. Members get members' prices, 2% back as repair credit, free repairs on Hale and Swift kit and a place on more than 3,000 led walks a year. Your membership card is in the app. There's more about the Club.

How does repair credit work?

Club members get 2% of qualifying spend back as repair credit. Despite the name, you can spend it on hire and new kit as well as repairs, in a shop or online. Credit lasts 18 months from the day you earn it, and your balance is in your Club account.

Can you mend my kit?

Yes. Repair benches run in 41 of our shops, and every other shop sends repairs to its nearest bench. Book a repair at the till or in the app. Repairs to Hale waterproofs and packs are free for everyone, and Club members also get free repairs on other Hale and Swift kit. For anything else we tell you the price before we start. Most repairs take about nine days. Read more about repairs.

Can I hire kit for a trip?

Hire counters in 52 of our shops have tents, rucksacks, sleeping bags and stoves, so a family can try camping before buying a tent. Schools and youth groups pay rates set so that the cost of kit doesn't stop a trip, and schools running their first trip can borrow kit free through The Open Paths Trust. See hire for prices and how to book.

Is it in stock at my local shop?

On any product page, choose your shop under "Check stock in a shop". If the shop has it, order for click and collect and it's usually ready within an hour. If it doesn't, colleagues in the shop can order anything we hold at Huntworth for delivery to the shop or to your home. Find your nearest one on our stores page.

Do you sell gift cards?

Yes, in all our shops, for any amount from £10 to £250. You can spend them in our shops and online, on repairs and hire as well as kit, for 24 months from the day they're bought. Cards bought in the UK are in pounds and work in UK shops and online. Cards bought in our Irish shops are in euro and work in those shops. We can't exchange a gift card for cash.

How do I change or delete my account?

Sign in and go to your account to change your name and saved addresses, or your preferences to change what we send you. You can delete your account there too. In this demo, deleting it removes the account and everything attached to it straight away.