Frequently Asked Questions
I have not received all of my order/received incorrect item(s)
Unfortunately mistakes can happen. If you have received your order and an item is missing, please contact Customer Services quoting your order number and the missing item and we will investigate the matter on your behalf.
If the item you received is not what you originally ordered, please also contact Customer Services.
I have received a faulty item
If the item you received is faulty, please contact Customer Services stating your order number, the nature of the fault, and whether you require a refund, repair or a replacement. You will be advised on how to return the item.
Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility regardless of whether the item was originally shipped to you for free. However if you are returning a faulty item then HX1 JEANS will refund you the reasonable cost of return postage.
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
Please note, if you were charged postage on your original purchase and you require an exchange, you may incur further postal charges.
If your original order did not incur a postal charge, ie. free delivery, and you require an exchange, we will need the postage fee.
Why have you not refunded the delivery charge?
Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless you have received an incorrect or faulty item.
The amount refunded is incorrect
Unfortunately mistakes can happen. If for any reason you believe the amount you have been refunded is incorrect please contact Customer Services quoting your order number and the amount you believe should have been refunded. Customer Services will then investigate this on your behalf.
Orders are accepted on the basis the Customer has read and accepted these terms and conditions.
If you have any further questions or you have not found the answer you are looking for, please e-mail Customer Services and a member of our team will be in touch.