Order Cancellations
Under the Distance Selling Regulations you have the right to cancel any order you have placed with HX1Jeans and receive a refund for the goods originally ordered. The goods ordered must be returned in their original condition and with the original packaging. Please note in the event of an order being cancelled prior to despatch you will receive a refund for both the goods and any delivery charge. If the order is cancelled after it has been received by you then the refund will be for goods and not for postage costs.
Order cancellations need to be made by email to Customer Services within 14 working days of delivery. Please state the order number which can be found on your delivery note.
Returns/Exchanges
If you are not 100% satisfied with your purchase, you are required to return the item, or items, to us within 14 working days of receipt of the goods. Postal charges for the return must be borne by the customer regardless of whether the item was originally shipped with free delivery. On receipt, the return will be processed and a refund will be issued, excluding any original postal charges, to the card used in the original transaction. The item must be unworn and in its original condition with tags and original packaging. All garments must be free of fragrance and cosmetic or other marks.
As a matter of hygiene refunds and exchanges are not available on underwear or any other intimate items unless they are deemed faulty.
Exchange of products will take 1-2 working days to process from receipt of the item. Once the exchange has been processed it will be shipped using a 'Next Day' delivery service and you will receive an e-mail notifying you of the same. Please note, if you were charged postage on your original purchase and you require an exchange, you may incur further postal charges.
Please allow 3-5 working days from receipt of a return for us to process a refund.
Once you have received our confirmation email, please allow 3-5 working days for the refund to be credited to your account. This is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card has expired) we will send a cheque to your billing address within 2 working days or contact you for the new expiry date).
Your statutory rights are not affected.
Maintaining the quality of our products
When trying on items of clothing please do not remove any tags or labels. Please ensure that you are not wearing any perfume, aftershave or a deodorant which may leave a scent or marks on the item. We are unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned with its original packaging with any enclosed documentation.
When returning an item it is your responsibility until it reaches us. For your own protection, we recommend that you return the parcel using a "Signed For" delivery service, to ensure safe return of the goods.
The cost of returning the item to us is your responsibility.
All returned items must have a returns number. Please contact Customer Services stating your order number, your name and address, details of the product, the reason for return and whether you require a refund or exchange. You will then be issued with a returns number.
The address to return your order to is:
Customer Services
HX1Jeans
19 King Edward Street
Halifax
United Kingdom
If the item you received is not what you originally ordered, please contact Customer Services.
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