FAQ - Frequently Asked Questions

  • Hartford Customer Care

  • Our Products

    • How can I choose the right size?

      We have come up with a ‘sizing guide’ to help you through choosing the size that fits you best. The ‘sizing guide’ is accessible on the page of each product through a link near the size selection. Alternatively you can access it on any page, through a link in the footer.

      In an effort to give as much information as we can to help you make the right decision, we try to give additional ‘fitting’ and measurements informations which are available in the “Size & Fit” tab on each product page.

    • How should I take care of my Hartford clothes?

      We highly recommend you take notice of washing instructions for each product before washing it. 
      Additionally, always remind of these usual precautions:

      • Organize your laundry by group of clothes with same washing instructions and separate white from Dark or other Colors
      • The temperature written on the washing instructions is the Maximum Laundry Temperature. If you are not sure, always launch your laundry at an inferior temperature.
      • Never use tumble-drier to dry your clothes, unless otherwise stated in the washing instructions.
      • Rinse out swimsuits right after usage and do not wring them
      • Wash your clothes inside out
    • Something I want is out of stock, will you restock?

      So far, we cannot guarantee that a product will be back in stock.
      However, we offer our customers the possibility to be alerted in case of re-stock of a previously sold out item. It’s quick & easy: on the product page, you just have to click on the darkened size (sold out) and then on “Alert me when it’s back”. Leave your email address and you’ll be alerted when the product is back!

    • I want a Hartford item but I can’t find it on your website?

      Unfortunately we don’t retail all our products through our e-shop. If you cannot find the product you want on our e-store: kindly send an email to [email protected] and be sure to mention the reference or a complete product description (color, size, print, style...).We will try our best to come back to you very soon and help you find it !

  • My shopping

    • I’ve forgotten my account password, how do I reset it?

      It’s easy, simply click on « Forgotten Password » and we will send a new password to your registered mailbox.

    • How can I edit information in my account?

      You can edit your profile information by connecting to your account and clicking on “Edit my information” in your account dashboard page.

    • I’d like to close my Hartford account, how do I do this?

      Only Hartford staff can delete your customer account. You have to get in touch with our Customer Care service either by the phone +33 1 40 26 32 41 or by email: [email protected]

    • Can you help with using my promo code at checkout?

      You must enter the discount/promo code when you are checking out as it can't be applied later.
      You need to enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the 'Promo Code' box (you'll find it in the 'My Cart' page, beneath the items in your order).
      If you find that your promo code isn't working then please check the below:

      • You can only use one promo code per order. This applies to our free delivery codes too.
      • As our discount/promo codes vary so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiry date. You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website.
      • Some codes will only work for specific people or for specific countries. The terms and conditions will state if the code can only be used in a certain country.

      If your discount code is still not working after checking all of the above, then please contact our Customer Care service by the phone +33 40 26 32 41 or by email [email protected]

  • My orders

  • My payment

    • What payment methods do you accept ?

      All transactions on hartford.fr are issued in EUROS. You can use either PayPal or Credit Cards (CB, Visa, Eurocard/Mastercard, American Express) to pay for your order.

      For every order, the whole amount will be charged on your credit card upon order confirmation. Your details are safe with hartford.fr as we take security very seriously. We also take fraud very seriously so all credit and debit card holders are subject to validation and authorization by both us and the card issuer.

    • What is the privacy policy of Hartford.fr?

      You can browse safely hartford.fr without leaving personal informations.
      However you will need to open an account to subscribe to our newsletter and alerts as well as to benefit from special offers. When you place an order we register data for invoicing and delivery. These data can be edited anytime in your account.

    • Is my payment secure and can I shop online safely?

      To ensure the utter security of your payment we use PayPal and Systempay, the online payment solution from French Banque Populaire. With SystemPay your payment is made directly on our bank secured server. Your credit card details will never be communicated to us and we cannot access your banking details: transaction is made between you and our bank.

      In order to ensure a secured credit card transaction, Systempay uses security rules PCI-DSS from Visa and MasterCard combined with 3DSecure protocol for online shopping. These security rules protect your account against non-authorized utilization of your credit card online.

      In practice, once your order is validated on our website, you will be redirected on Systempay secured server to complete your credit card payment. You can now input banking information peacefully: they will automatically be encrypted to guarantee payment confidentiality and prevent from fraud. Your Internet browser is in secured mode: the address http://.. becomes https://.. (“s” for “secured”) and the padlock symbol confirms that your connection is encrypted and secure. Then, authorization servers will be consulted in order to verify payment data and prevent from abuse and fraud. SSL encryption technology ensures the security of the data that you enter during the banking transaction. This data can neither be spotted, intercepted, nor used by third-parties. 

    • Why is my payment declined? What can I do if the payment of my order is declined?

      Your credit card payment might be declined for one of the following reason:

      • Check the card details you’ve entered to make sure the information is correct (e.g. expiry date, card type, billing address)
      • Make sure you enter the security code correctly - that's the three or four digit number on the back of your card.
      • Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them.

      If you've tried all these and are still having problems, contact our Customer Care Team, by the phone +33 1 40 26 32 41 or by e-mail: [email protected], with as many details as you can about the issue - including any error messages you receive and we'll try to resolve it as soon as we can.

    • Do you provide personal information to third parties?

      We do not share nor sell to third parties information that you provide to us. 

  • My delivery

  • My return

  • Hartford Newsletter

    • How do I subscribe to Hartford newsletter?

      It’s quick and it’s easy!

      First you can enter your e-mail address in the newsletter box at the bottom of any page on hartford.fr.
      Or, you can alternatively agree to receive the newsletter after your first order. In any case, you can access, modify or delete your subscription preferences by signing in.

    • How do I unsubscribe from Hartford newsletter?

      If you no longer wish to receive Hartford newsletter, you can unsubscribe simply by:

      • Clicking the unsubscribe link at the bottom of each newsletter.
      • Logging into your Hartford account, clicking ‘edit my profile’ and then ticking/unticking the appropriate boxes.

      Please note that unsubscription may be effective a few days later. If you change your mind, you can easily subscribe again by leaving your email address on our website.

    • I don’t receive your emails or newsletters, why?

      After you sign up and place an order, you should receive a variety of emails from us. These include Hartford newsletters, order and return Confirmation emails, shipping confirmations, password reminders and any responses from our Customer Care team.

      There may be a number of reasons you’re not getting these from us:

      • Your email software may be marking our emails as junk mail. To stop this from happening, please add '[email protected]' and ‘[email protected]’ to your email address book.
      • Make sure you typed in the correct email address when you signed up with us. Just sign in to your account to check this.

      If after this you are still having trouble, contact our Customer Care Team giving as much detail as you can about the issue and we will try our best to help.

  • About Hartford