FAQ's
Orders and Fulfilment
I'm outside the UK - how do I order?
Right now we've only just launched our brand and site. Our hope is to expand internationally but we're not there yet.
That said, let us know below. If we can, we will.
I made a mistake, can I cancel my order?
Unfortunately all sales are final and we are unable to cancel an order that is already in progress.
It feels like I've been waiting for my delivery forever!
Patience is a virtue, as they say. We want to get your item to you as fast as possible, but we finish it here in the UK when we confirm your order.
We politely ask that you wait 10 days before reaching out to us, as we'll be busy getting it made for you.
Can I track my order?
Our orders are all trackable with the link you will receive when we dispatch your order.
You've cancelled my order - why?
Occasionally because we hold small stocks in the UK we have to cancel orders if we cannot fulfil them.
As we grow, we will invest more in the stock we hold available to meet demand, but as a start-up we have to remain flexible.
When this happens we will always aim to offer you an alternative - perhaps colourway or fit before we cancel. We will only cancel the order if you do not respond to this notification within 48 hours.
Website Questions
An item I want is out of stock
Our supplier produces most of our range for us on a never-out-of-stock basis but sometimes there are gaps in between deliveries, either to them from their factories or to us from their central depot.
We hold small amounts in the UK which can sometimes create additional delays or out of stocks for short periods of time.
Let us know at help@hewnclo.com if you want to join a waitlist for a particular item and we will let you know when we get it back.
I'm looking for another size, can you help?
Our full range is on our site, however if we don't have something that fits you let us know at help@hewnclo.com.
We're small, and at the beginning of our journey but we'd be happy to look at how we can broaden our range to satisfy you as we do!
What payment methods do you accept?
We accept Visa, Mastercard, AMEX, GooglePay, ApplePay, ShopPay and Paypal.
If you're looking for a way to spread the payment we offer Paypal Pay In 3 for orders over £30.
Why don't you offer every style in every colour?
Ah! Our ultimate goal! Right now as a start-up we have tried to offer everything across classic fit t-shirts, our hoodies and our sweatshirts as these are the backbone of our range.
As we try new fits and shapes we will introduce colour ranges based on the appeal but if there's something you would love to see (for example maybe a lavender in our relaxed fit), let us know and we will look into if and how we could add this to our stocks.
Why is the model wearing a different colour to the item I selected?
We don't shoot every colour on every model - this would create a large number of samples and cost in a small start-up.
To limit our impact and make sure we can offer you the best price we consider our model images to be representative of fit, rather than colour. We cover the colour in our 4K resolution flat-shots.
Our values and mission
Why do you use organic cotton rather than BCI cotton?
Check out our page all about this here.
But, short-story organic is the kindest form of cotton for the planet. Whilst we approve anyone wanting to do 'better' with the Better Cotton Initiative that certification is based on a future commitment rather than a set of firm principles required of GOTS-certified organic cotton.
Where do you make your items?
So most of our cotton comes from farms of the Near-East (Turkey, India) and then shipped to Bangladesh to be made into the base of our garments.
From there it's shipped to the UK where we print and finish our designs when you order.
Whilst it sounds like that is a big carbon footprint, all of our shipping is done on a sea-freight basis rather than air. This is not anything like ordering something from fast-fashion Chinese businesses who make-to-order and then air your items to the UK.
Why do you plant trees?
We plant trees to give back to the Earth. We accept we cannot have no impact but we can offset that impact. By planting trees in developing countries we create jobs and create CO2 equivalent sinks which we believe more than offsets the CO2 created by our garments.
I'd like more detail on your commitments
Submit your exact query on the form below and we'll be happy to help.
Can't see your question above? Ask us.
We aim to reply to all queries within 48 hours. during peak times this can take up to 5 days. please don't send multiple forms or emails related to the same query, this will only slow us down.