Hoxtons Wardrobe – Frequently Asked Questions (FAQ)
Effective Date: October 17th 2024
General Question
Are Your Items Authentic?
All the items we sell are 100% authentic sourced and quality checked by us. Should you find any anomalies or issues with any of the items simply get in touch with always happy to discuss things and go through any issues.
Are The Items You Sell Brand-New or Pre-Owned?
The items we sell are a mixture of brand-new, near new or preowned. We only sell items that we consider to be in a more than reasonable condition. We do not sell preowned items that are damaged or have too much wear.
Are You An Authentic Stockist Working With The Brands?
No, we are not an official stockist. We provide a service where we source items of clothing from our client list within our network. The items are authenticated and quality checked, so we can pass them on to our community who trust our service and judgment. We are not associated or affiliated with any of the brands that we sell, we would consider ourselves to be a new/preowned clothing seller.
How to Get In touch
How Can I Contact You With a Query?
We have provided a number of ways for individuals to get in touch with us, including WhatsApp messaging, email or through Social Media which can all be located in our contacts page.
How long should I expect a reply?
We recommend to wait, at least 24 hours to reply during super busy times. It could be 48 hours. In most instances it’s pretty quick within the hour.
What queries can you help with?
We can help with most queries regarding the buying and selling of items through our website. We are unable to give queries on topics which do not revolve around using our platform for more direct help with Clothing in general, please contact our partner brand The Hoxton Trend.
How to Purchase
How do I use your website?
Our website is pretty basic and simple and works like many e-commerce platforms. Simply browse through the shop and/or categories to see any items you like, ensure to doublecheck things like sizing and conditions. You could always contact if you have any further questions regarding the item. Once you see something you like, you can simply add to basket and proceed to purchase.
How do I know your site is safe?
It is a very understandable question as there are many dubious sites out there. We have been in operation as a brand for over nine years with experience extending with in the industry for over 20 years. We use our extensive experience and knowledge to help quality check and authenticate items as well as using trusted sources within our communities to do legitimate checks. You can see our partner, brand The Hoxton Trend, which has a significant following within the community. We are powered by them.
Payment Methods
Can I pay via credit card or debit card?
Yes, you can pay via these methods. We have simply set those up to make it simple and easy to go through the process. Once your item is in the court and you decide to proceed to the checkout you will be introduced to the checkout page where you can enter your card details which are safe and secure. We use stripe in order to ensure that transactions are protected.
Can I use PayPal or bank transfer?
Yes we offer both PayPal or bank transfer to use this payment methods simply get in touch and we can provide details
Can I pay by Cash in Hand? Cheques? Postal Orders?
Unfortunately, we do not offer these options.
Orders & Shipments
What happens once I’ve made a payment?
Once you make a payment, you should receive an order confirmation by email to confirm your purchase. Shortly after we will start to prepare your order, give it a second quality check and prepare your item for dispatch to the address provided
How long does it take my order to dispatch?
Orders are typically dispatched within 48 hours anything over 72 hours, and you will receive a message to let you know in case we are having a busy period. Typically, however, we aim to dispatch within 24 hours.
Who do you use to dispatch the order?
Currently we use Royal mail next day delivery, only as that is the fastest and most secure way for us to send such exclusive and expensive items
Can I cancel my order if I change my mind or make a mistake whilst purchasing
Indeed, you can certainly cancel the order. If you feel you’ve made a mistake or there is any issues simply email us straight away so we can get that cancelled for you. However if we have already dispatched the item we won’t be able to cancel the order, unfortunately you would need to go through the returns process.
Delivery
When will you provide a tracking number?
As soon as your item has been dispatched, we will send you your Royal mail tracking number to trace the item each step of the way as we use recorded next day delivery.
Where can I check the tracking number?
You can check the tracking number on Royal Mail’s website simply placed the tracking number within their website and it will provide you with an immediate update: https://www.royalmail.com/track-your-item
How long will it take the item to arrive from dispatch?
All items should arrive the next working day. This does not include Saturday and Sundays. If you purchase an item on Friday or Saturday it would likely arrive either Monday or Tuesday the following week if dispatched within 24 -48 hours.
How much is the delivery cost?
We charge £8 for delivery. The Royal Mail Next Day Service costs more than this on certain items but we try to reduce it as much as we can for our customers.
Can I change my delivery address after making an order?
We are only able to send items to the address stated on the payment order we received from the payment provider. We may need to issue a refund and replace the order and you may need to change the address if you wish to update the address once the order has been made, so please double check it’s the right address before placing an order.
What happens if my item does not show up on time or is missing?
If you have any issues with your parcel arriving, simply get in touch with us via email and we will look into the situation. We have never had a problem with Royal mail is next day delivery as it’s one of the most secure services available on the market, so we are sure we will be able to solve the issue quickly.
Returns & Exchanges
What is your return policy?
The returns policy is seven days notification that you wish to return plus a further seven days to actually return the item. The item must be back to us within seven days from our confirmation to you to return the item item must not be worn outside and must be in the same condition that we sent it to you.
How can I initiate a return?
To initiate a return simply contact us by email with your order number and reason for return and we will prepare a returns form for you to fill out and send back with your item.
Do you offer Free Returns?
Unfortunately, at this stage, we are not offering free returns, buyers must bear the cost of the return, which we recommend to be special delivery next day. You can use your own shipping method, but if items are lost, we cannot be held responsible.
Am I able to exchange an item?
Yes we offer exchanges. If you receive an item, it’s not to your liking for any reason simply return to us and let us know in advance what item you would like if it’s in stock we will happily ship that in exchange and we will discuss any price differences you need to pay or any refunds that are due back to you as a result of the price difference..
How do you initiate a refund?
Once the item has arrived back with us, please allow 5 Days maximum for a refund, any refund will be initiated back to your original payment source so if you paid by debit card it will go back to your debit card. If you pay via PayPal it will go back to PayPal. If you paid via bank it will go back to your bank account.
Customer Support
If I am having any issues with the website, what should I do?
If you’re experiencing any issues with the website, of course, please get in touch with us via email and will try to get it resolved.
What if I am having an issue with the item I received?
Again, we are more than happy to discuss any issues regarding any items that we have sold. Please get in touch with us very quickly as soon as you find out any issues so that we can go through that together via email.
