Refund policy
We accept returns within 30 days of receiving your order.
How to Return an Item
You do not need to contact us before returning your order. Simply send your item back to the address below, ensuring you include a note or returns card with:
✔ Your order number
✔ Whether you are requesting a refund or exchange
✔ If requesting an exchange, the item/size you would like in return
Returns Address:
Hexby
PO Box 7948
BEWDLEY
DY12 9BR
Important: If no note is included, we will be unable to process your return.
For any return queries, contact us at info@hexby.co.uk.
Eligibility for Returns
To be eligible for a return, items must be:
✔ In their original packaging
✔ Unworn and unwashed (for clothing)
✔ In the same condition as received
We do not accept returns on sale items or gift cards.
Extended Christmas Returns
For the Christmas period, we’ve extended our returns window. Any items purchased on or after Monday 20th October 2025 can be returned up until 15th January 2026.
All returns made under this extended period must still meet the standard eligibility requirements outlined in our Returns Policy.
Exchanges
If you need a different size or item, the quickest way to receive your replacement is to place a new order and return the original item for a refund.
If you choose to send your item back for an exchange, please be aware that:
- The return will take a few days to reach us.
- We will then process the exchange before dispatching your new item.
- This will take longer than placing a new order.
Refunds
Once we receive your return, we will process your refund automatically. You will not receive a notification unless there is an issue with your return. If there are any problems, we will contact you directly.
Refunds are issued to your original payment method within 10 business days. If more than 15 business days have passed and you haven’t received your refund, please contact us at info@hexby.co.uk.
Customer Responsibility for Returns
If you are returning an item, it is your responsibility to ensure that it reaches us. We highly recommend using a tracked postal service, as we will not be liable for any returns that do not arrive.
Damages & Issues
Please inspect your order upon arrival and contact us immediately if:
- Your item is defective or damaged
- You received the wrong item
We’ll work quickly to resolve the issue.
European Union 14-Day Cooling-Off Period
For orders shipped to the European Union, customers have the right to cancel or return their order within 14 days, for any reason, without justification. The item must still meet our return eligibility criteria.