EU Returns & Exchanges
Welcome to H é x i é.
We are so excited and humbled to be part of your next forever memory. We hope you love your creation as much as we love making each design.
We recommend purchasing your design within a suitable timeframe of your event, as returns and exchanges remain subject to the timeframes below, including where an item is unworn or your sizing requirements change.
As a small independent designer brand, we take great pride in offering thoughtful, kind and exceptional service. We kindly ask that the same care and respect be extended to our team.
For customers located within the European Union, statutory rights of withdrawal apply where required by applicable consumer law.
Returns & Exchanges
FULL PRICE
Refund, exchange or store credit within 14 days of receiving your order.
SALE / PROMOTIONAL
Exchange or store credit within 14 days of receiving your order. Refunds are unavailable.
SAMPLE & ARCHIVE SALE
Final sale. Returns, exchanges and store credits are unavailable, except where required under applicable consumer law.
CUSTOM DESIGNS | CUSTOM COLOUR | MADE TO ORDER | ALTERATIONS
Custom creations & alterations are made especially for you and are unavailable for return or exchange. See below for additional information
Return Conditions
All eligible returns must be received in their original condition, unworn and free from stains, marks, fabric pulls or damage. Any complimentary Gift With Purchase must also be returned.
Delicate fabrics should be handled with care. We recommend trying on your creation without makeup, tanning products, moisturiser or jewellery and using a change scarf where possible.
Every H é x i é creation is carefully quality checked and photographed prior to dispatch and inspected again if returned.
Items damaged during trying on, handling or return transit are not eligible for refund or exchange.
Return and exchange shipping costs are the responsibility of the customer unless the item is confirmed to have a manufacturing fault. A restocking fee may apply to exchanges.
We recommend purchasing tracking & insurance & shipping back in the original packaging.
International Duties & Taxes
International orders may be subject to local taxes, duties and clearance fees upon arrival. These charges vary by destination and are the responsibility of the customer.
We recommend checking applicable charges in your country prior to purchasing. Taxes, duties and clearance fees are not refundable by H é x i é upon return.
Custom Designs
Full payment is required when confirming a custom creation. Any changes or cancellations must be requested prior to cutting and may impact the final cost.
All shipping costs associated with custom creations are the responsibility of the customer.
All H é x i é designs and custom creations remain the intellectual property of Héxié Designs Pty Ltd. Replication is strictly prohibited.
Order Cancellations
In accordance with applicable EU consumer laws, customers located within the European Union have the right to withdraw from their purchase of Ready-To-Wear creations within 14 days of receiving their order, without providing a reason.
Customers may also cancel their Ready-To-Wear order at any time before their order has entered fulfilment.
To exercise your right of withdrawal, please contact us at hexie.enquiry@gmail.com within 14 days of delivery.
Refunds will be processed once the returned creation has been received and inspected within the timeframe required by applicable law.
Please note that the EU right of withdrawal does not apply to custom-made, made-to-order, personalised, custom-coloured, custom-sized, altered, or bespoke creations produced to the customer's specifications.
Returned creations must not be worn beyond what is necessary to assess the nature, characteristics and fit of the garment. Creations must be returned with all original tags attached and free from stains, perfumes, deodorant, makeup, tanning products, alterations or damage.
How to return
Please contact us at hexie.enquiry@gmail.com before returning your creation.
Include a copy of the original order.
We recommend using the original packaging together with a tracked and appropriately insured shipping service.
A refund or exchange for items lost / damaged orders or designs by your nominated return carrier.
Unclaimed or rejected orders returned to us may have applicable shipping costs deducted from the refund.
Address : PO BOX 29
City : Melbourne
State : Victoria
Country : Australia
Refund processing
Once approved and processed, refunds are returned to the original payment method where possible. Processing times vary depending on your payment provider or financial institution.
Faults | Manufacturing Concerns
If you believe your creation has arrived with a fault, please contact us before wearing or trying on the item and include clear photographs so we can assist promptly.
Once returned and inspected, we will advise the outcome. Where a manufacturing fault is confirmed, we will provide an appropriate repair, replacement or refund in accordance with applicable consumer law.
Stains, pulls or damage caused during trying on, wear or handling are not considered manufacturing faults.
If a concern develops after your creation has been worn and cared for, please contact us and we will happily review it with you.