FAQs

If you have completed your purchase but haven’t received the confirmation email, we recommend:

• Checking your spam and promotions folders, as it may end up there sometimes by mistake.
• Waiting a few minutes, as the confirmation email may take some time to arrive.
• If you made the order through your user account, you can also view its status in the “My orders” section, within the User Area on our website.

If you still cannot find the email after checking these points, contact our customer service team through the contact form. We will be delighted to help you.

When your order is ready to leave our warehouse, we will send you an email containing the tracking number and a link to the website of the transport company delivering it. This will allow you to keep track of your order during shipment and see when it will be delivered. Please note that deliveries are not made on weekends or public holidays.

Additionally, if you placed the order through your account, you can also check its status and see the tracking code in the User area section of our website.

If the estimated delivery period has passed and you still haven’t received your order, we recommend following these steps:

• View the shipping status through the tracking link emailed to you.
• If you made the purchase as a registered user, you can also access this information through your account, in the “Orders” section.

Bear in mind that delivery times may be slightly affected during periods of high demand (such as promotions or sales).

If, after consulting the tracking information you detect an incident or no updated information appears, please contact our customer service team through the contact form. We are here to help and resolve the issue as quickly as possible.

We regret the incident. If you have received a different product to the one you ordered, or an item is missing from your order, please contact our customer service team through the contact form, by selecting the corresponding option.

In order to help you as soon as possible, we would appreciate if you could attach the following information:

• A photo of the product received if you got the wrong item.
• An image of the left temple of the glasses, that clearly displays the model information.
• A photo of the product box, showing the bar code.
• An image of the package as you received it, including the inside.
• If you received other items in the same order, also include photos of those products and their respective boxes.

We can manage your case faster with this information.

Important:  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 of the information, our team will evaluate the situation and will outline the next steps to provide a solution as soon as possible.

We are sorry that your order arrived in poor condition. To resolve any issues as quickly as possible, please contact our customer service team using the contact form, selecting the relevant option.

To speed up the process, we request that you attach:

• A clear photo of the defect or damage to the product.
• A photo of the left arm of the glasses, clearly indicating the model code and a photo of the code on the box.
• A photo of the package and the product box as received (including the inside, if possible).

With this information we can resolve your query more quickly.

Important: Please make sure that the total size of the files attached does not exceed 15 MB, to ensure we receive them.

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.

Once your purchase has been made, it isn’t possible to cancel the order or change the selected items. However, once you receive it, if you decide that you don’t want any of the products, you can manage it as a return by following the procedure in place. You can also consult our Terms and Conditions for more information.

Remember:

• Returns should be made within the indicated time period and in good condition.
• If your order hasn’t yet been shipped, you can  contact our team as soon as possible to see if it is possible to stop shipping. We cannot guarantee it, but we will do everything we can to help you.

Yes, you can return any product that you are not completely satisfied with. You have 15 calendar days following receipt of your order in order to exercise your right of withdrawal and return one or several items, even if they were in a promotion.

Important:

• We do not offer exchanges. If you want a different product (another size, colour, or model), you will need to manage a return and make a new purchase.
• All returns must be made via courier to the address indicated below.

How to make a return?

• Correctly package the products you wish to return.
• Send them through your preferred courier method (you cover the shipping costs) to the following address:

Room 801-2, 8/F, Easey Commercial Building, 253-261 Hennessy Road (Wanchai, Hong Kong).

• Correctly identify the package. Ensure that you include:
  • Your order reference (for example: HW..1234567), written visibly on the outside or on the shipping label.
  • Your complete name or the email address used to make the purchase.
  • And don’t forget to mark the package with: “HAWKERS RETURN”.

It is important to include this data to enable us to correctly identify your order and process your refund.

When will I receive my refund?

Once we receive the package and verify its contents, we will manage your refund as soon as possible.

The refund will be made using the same payment method you used to make the purchase.

If you return the entire order, we will also refund the original shipping costs (except those of the return shipping, which you cover). You can consult all the details in the clause on the right of withdrawal in our Terms and conditions.

All our products have a warranty period of three (3) years from the purchase date. If any of the items has a manufacturing defect within this period, you can request assistance by contacting our team through the contact form.

Important:

• The warranty only covers manufacturing defects.
• It does not cover damage due to improper use, wear caused by regular use, accidental breakages or unauthorised tampering.

To process your request, we will need you to attach:

• Images of the defect detected.
• An image of the left temple of the glasses, that clearly displays the model information.
• A photo of the code on the product box.

You can consult all the details about the preparation time, delivery times and shipping costs in our Terms and Conditions. For your convenience, you can access it directly here: Conditions.

For general guidance on estimated delivery times by destination, you can also check this table:

*During certain promotions, shipping costs may be reduced or waived. You’ll be informed of any changes during the checkout process.

Important:

• The delivery times indicated are intended as a guide and may be affected by factors such as:
  • High volume of orders (promotions, sales, etc.).
  • Logistical incidents during preparation or transport.
  • Delays not caused by our management (couriers, customs, etc.).

• Credits cards: Visa, MasterCard, American Express.
• Debit cards: Visa, MasterCard, American Express.

Creating an account on Hawkers is free and allows you to enjoy exclusive benefits as a member of our community. By registering you can:

✅ Access promotions and launches before anyone else (“early promos”).

✅ Easily consult the status of your orders.

✅ Speed up your purchases by saving your address.

✅ Access your order history.

✅ Get a 10% discount on your first purchase. This discount does not apply during special promotional periods (for example, Black Friday).

All HAWKERS sunglasses feature UV400 protection, meaning they block 100% of UVA and UVB rays, protecting your eyes from harmful solar radiation.

They are also manufactured in accordance with the main international optical quality and safety standards, ensuring comfort, protection and durability for everyday use.

Our sunglasses comply with the current technical regulations recognised in the USA (ANSI), Europe (EN) and Australia (AS/NZS).