FREQUENTLY ASKED QUESTIONS (FAQs)

There are no deliveries at the weekend or holidays.
The tracking number is activated when the courier collects the package, so it may take a few hours for information to be displayed.

If you still have queries after checking it, write to us via the contact form and we will help you.

What do I do if I haven’t received my purchase confirmation email?

If you have completed your order but haven’t received the confirmation email, try the following:

Check your spam or promotions folders, it can sometimes end up there.
Wait a few minutes, the email may take a while to arrive.
If you made the order through your account, go to “My orders” in your user area to consult the order status.

If, after all of this, you still haven’t received it, write to us via the contact form and we will check it with you.

How can I change or cancel my order?

Once you confirm your purchase, the order immediately moves into the preparation stage, so in principle we cannot change or cancel it.

However, if your order hasn’t been shipped yet, write to us as soon as possible via the contact form and we will try to stop shipping. It isn’t always possible, but we will do everything we can to help you.

If the order has already been shipped or received, you can manage it as a return, by following our Returns policy.

What do I do if I haven’t received my order?

If your order should have already arrived, please first check its status in the shipping confirmation email we sent you, where you’ll find the tracking number and a link to the courier’s website.

If the estimated deadline has already passed or you cannot locate it, write to us via the contact form and we will help you to resolve the issue as soon as possible.

What do I do if I have received the wrong product or an item is missing?

Oops! If this happens, please write to us through the form and include your order number. To handle your request, we’ll need:

A photo of the package label that comes on the packaging.
Photos of the items received.

Tip: ensure that the total size of the attached files doesn’t exceed 15 MB in order to ensure they are correctly received.

Once we have received all the information, our team will investigate your case and inform you of the next steps to resolve the situation as quickly as possible.

What should I do if I received a defective product or need to file a warranty claim?

Oops! We’re sorry your order arrived in poor condition. To help you as quickly as possible, please contact our team through the form.

To process your request, we’ll need:

A photo of the defect or damage.
A photo of the package as you received it (if possible, also of the inside).
A photo of the label or product code.

Tip: Make sure the total size of your attached files doesn’t exceed 15 MB so we can receive them correctly.

Once we’ve reviewed the information, we’ll let you know the next steps to provide a solution as soon as possible.

Which payment methods do you accept?

You can pay for your order quickly and securely with:

Credit cards: Visa, MasterCard, American Express.
Debit cards: Visa, MasterCard, American Express.
PayPal.

What are the delivery times and costs?

We know that you can’t wait to show off your order as soon as possible. Here is all the info about delivery times and costs depending on your destination:

Shipping method	Estimated delivery time	Shipping costs
Standard	5-7 business days	10$
Priority	4-6 business days	12$
2 day	2-4 business days	25$
Remote	5-7 business days	35$

In special offers, shipping may be free or discounted (we will tell you during the purchase).
At times such as Black Friday, Christmas and sales, deadlines may be a little longer due to the volume of orders.

What is your returns policy?

If you aren’t 100% satisfied with your purchase, you can return it within a period of 14 calendar days from when you receive your order.

Consult all the details here in our Returns policy.

We don’t do direct exchanges: if you want another size, colour, or model, you will have to process the return and make a new purchase.
All returns must be made via courier (not in physical stores).
The product must be in its original state, unused.

How can I process a return?

Properly package all the products you wish to return.
Send them via your preferred courier service (you cover the costs).
Include this information in a visible manner on the outside of the package:

Your order number (for example: HXUS1234567).
Your complete name or the email address used to make the purchase.
The statement: “HAWKERS213 RETURN”.

Shipping address:
Play Hawkers S.L Ohio Warehouse 2856 Old State Route 73 Wilmington
Ohio 45177
Attention: HAWKERS213 Return

When and how will I receive my refund?

Once we have received your package and checked that everything is correct, we will process your refund via the same payment method you used.

If you return the entire order, we will also refund the initial shipping costs (except those of the return shipping).

The refund can take between 1 and 10 working days to appear in your account, depending on your bank or payment method.

What is our product warranty and how does it work?

At HAWKERS213 we do everything possible to ensure that our garments arrive in perfect condition. Even so, it is possible that manufacturing defects may occasionally occur.

Therefore, all our garments have a 3-year warranty. If you detect any problems, you simply need to open a request through our form and attach:

Images of the defect detected.
A photo of the garment label/code.

Please remember that the warranty only covers manufacturing defects. It doesn’t include damage caused by improper use, normal wear or accidents.

Which size should I choose?

You can check the guide directly on each product page. And if you still have any questions… just drop us a message we’re here to help!

How should I look after my garments to make them last for longer?

If you want to enjoy your HAWKERS213 garments for a long time, follow these basic tips:

Wash them inside out with cold or cool water.
Use mild detergent and avoid bleach or aggressive products.
Leave the garments to dry naturally, never use a dryer (this is better for maintaining their shape and colour).
Don’t mix very light and dark colours in the same wash.
Store them in a cool and dry place, without excess humidity.

And, above all, always follow the care instructions that you will find on the label of each garment.

How can I use a discount code?

If you have a discount code, don’t wait a long time to use it. Some of them have a time limit, so it’s best to use it as soon as possible.

You have to enter the code in the final purchase process, just before issuing the payment.

Please bear in mind that each code has its own conditions (validity period, products included, accumulation terms, etc.), so always check the coupon terms.

What do I do if my discount code doesn’t work?

First, check that you’ve written it as it appears (without too many spaces or capital letters).

If it still doesn’t work, it may be due to the fact that:

The code has expired.
It cannot be accumulated with other promotions or products.
It doesn’t apply to all the items.
Or it doesn’t comply with the coupon conditions (period, exclusions, accumulation, etc.).

If you still have problems after checking it, contact us and we will help you.

What active promotions are running right now?

Here, you will find the promotions that are currently available.

How can I contact you?

You can write to us via our contact form. It is the quickest and most secure way for us to help you.

How long does it normally take for you to respond?

We will respond within a maximum period of 48 working hours.

During special campaigns such as sales or Black Friday, we may take a little longer, but you will always get a response.