Frequently Asked Questions
This page provides clear answers to the most common questions about using our platform, covering everything from purchasing and delivery to returns, payments, and customer support. Whether you’re buying, selling, or exploring our services for the first time, you’ll find the information you need to navigate Hoxtons Wardrobe with confidence. If your enquiry isn’t addressed within our FAQ, please contact us directly and our team will be happy to assist you.
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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 us, we’re 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.
Selling Methods
What are the different ways items are sold on Hoxtons Wardrobe?
We offer three different ways items can be sold on our platform:
Standard (Owned Stock)
Consignment
Assisted Selling (“Find a Buyer”)
Each method affects how the item is handled, shipped, and returned.
What is a Standard item?
Standard items are owned and sold directly by Hoxtons Wardrobe.
The item is in our possession
We handle photography, storage, and shipping
Orders are fulfilled directly by us
Returns
14-day return window
Must notify us within 7 days
What is a Consignment item?
Consignment items are owned by a private seller but held and sold by Hoxtons Wardrobe.
The item is sent to us before being listed
We manage photography, listing, and shipping
We handle the entire transaction
Returns
Treated the same as Standard items
14-day return window
Must notify us within 7 days
What is Assisted Selling (“Find a Buyer”)?
Assisted Selling is a service where we help connect buyers and sellers, but we do not hold the item.
The seller keeps the item until it is sold
We market the item to our network
We manage communication, negotiation, and coordination
The seller ships the item directly once sold
Returns
Must notify us within 72 hours of delivery
Only accepted if:
Item is not as described
Item is counterfeit
❌ No returns for:
Change of mind
Sizing or fit
Personal preference
How do I know which type of item I’m buying?
The selling method will be clearly stated on the product page.
If you’re unsure, feel free to contact us before purchasing.
Why do return policies differ?
Each selling method operates differently:
Standard & Consignment: We control the item → more flexible returns
Assisted Selling: Item is sold on behalf of a third party → stricter return rules
This allows us to:
Offer a wider range of items
Connect buyers with rare pieces
Maintain a secure and fair marketplace for both buyers and sellers
How Can I Contact You With a Query?
We offer several ways for individuals to get in touch with us, whether by email or through our social channels, all of which can be found on our contact page. For direct enquiries, you can reach us at info@hoxtonswardrobe.com.
How can I contact you with a query?
We offer several ways to get in touch, including email and social media. All contact details can be found on our dedicated contact page.
How long should I expect to wait for a reply?
Our standard response time is within 24 hours, even during busy periods. In exceptional cases, replies may take up to 48 hours. However, in most instances, our team responds much sooner—often within the hour.
What queries can you help with?
We can assist with most questions related to buying, selling, or sourcing items through our platform. For enquiries outside the scope of our service—such as general clothing advice or brand-related queries—we recommend contacting our partner brand, The Hoxton Trend.
How Do I Make A Purchase?
How do I use your website?
Our website is designed to be simple and intuitive, much like other established e-commerce platforms. You can browse the shop or explore specific categories to view available items. We recommend checking key details such as sizing, condition, and product descriptions carefully. If you require further information about an item, our team is available to assist. Once you have found something you wish to purchase, simply add it to your basket and proceed through the secure checkout process.
How do I know your site is safe?
Your concern is completely valid, especially given the number of unreliable websites in the marketplace. We have operated as a brand for over nine years, backed by more than two decades of combined industry experience. Our team uses this expertise to authenticate and quality-check every item thoroughly, supported by trusted sources from within our community. We are also powered by our partner brand, The Hoxton Trend, which has a significant and long-established presence within the menswear community—further reinforcing the legitimacy and reliability of our platform.
How do I know your site is safe?
It’s an understandable question, especially with the number of unreliable sites in the market. We have operated as a brand for over nine years, with more than two decades of combined industry experience behind us. This expertise allows us to thoroughly quality-check and authenticate every item, supported further by trusted sources within our community who assist with legitimacy verification. Our partner brand, The Hoxton Trend, is a well-established name with a significant community following, and our platform is powered by their reputation and industry presence.
What are my payment options?
Can I pay via credit or debit card?
Yes. We offer secure payment by credit and debit card to ensure a smooth and straightforward checkout experience. Once your item is in the cart and you proceed to checkout, you can enter your card details through our secure payment system. We use Stripe to ensure all transactions are safely encrypted and protected.
Can I use PayPal or bank transfer?
Yes. We support both PayPal and bank transfer. To use either of these methods, simply contact us and we will provide the necessary details.
Can I pay by cash, cheque, or postal order?
Unfortunately, we do not accept cash in hand, cheques, or postal orders.
Orders, Shipping and Delivery
Shipping & Delivery – FAQs
When will I receive a tracking number?
Once your order has been dispatched, we will send you a tracking number via email so you can monitor your parcel throughout delivery.
Depending on the seller fulfilling your order, parcels may be shipped using Royal Mail or another tracked next-day courier service.
Where can I track my order?
Your dispatch confirmation email will include:
Your tracking number
The courier used for your order
A tracking link where available
If you cannot locate your tracking details, please contact us and we will assist you.
How long will delivery take once dispatched?
Most orders are sent using tracked next-day delivery services and typically arrive within 1 working day after dispatch.
Delivery times may vary slightly depending on:
The seller fulfilling the order
Courier collection times
Weekends and bank holidays
For example, orders placed on a Friday or over the weekend may arrive on Monday or Tuesday depending on dispatch timing.
How much is delivery?
Delivery is charged at a flat rate of £8 for all orders.
While couriers may vary depending on the seller fulfilling the order, all shipments are sent using tracked delivery services to ensure safe and reliable delivery.
Can I change my delivery address after placing an order?
For security reasons, we can only ship to the address provided at checkout and approved by your payment provider.
If you need to change your delivery address after placing an order, we may need to cancel and refund the order so that a new order can be placed with the correct details.
Please ensure all delivery information is accurate before completing your purchase.
What happens if my item does not arrive on time or goes missing?
If you experience any issues with your delivery, please contact us as soon as possible and we will investigate with the relevant courier.
All orders are shipped using tracked delivery services, and we will work with both the seller and courier to resolve any delivery issues promptly.
Returns & Refund
What is your return policy?
Our return policy depends on whether the item was sold by a professional seller or a private seller through our Assisted Selling service.
Professional Sellers
For items sold by professional sellers:
You must notify us of your intention to return the item within 7 days of delivery
Once your return is approved, you will have a further 7 days to return the item
Items must be returned in the same condition received — unworn, unused, and exactly as sent
Returns may be accepted for:
Change of mind
Items not as described
Faulty or counterfeit items
Private Sellers (Assisted Selling Service)
For items sold through our Assisted Selling service by private sellers:
You must notify us within 72 hours of delivery if there is an issue with your item
Returns are only accepted where:
The item is significantly not as described, or
The item is proven to be counterfeit
Returns are not accepted for:
Change of mind
Sizing or fit issues
Personal preference
If your return request is approved, the item must be returned within 5 days of approval and in the same condition received.
How can I initiate a return?
To begin a return, please contact us via email with:
Your order number
The reason for your return
We will review your request and provide return instructions if your return is eligible.
Do you offer free returns?
At this time, we do not offer free returns.
Buyers are responsible for return shipping costs unless the item is counterfeit or significantly not as described
We strongly recommend using Royal Mail Special Delivery or another tracked and insured service
We cannot be held responsible for items lost during return transit.
Am I able to exchange an item?
Exchanges are available for items sold by professional sellers only.
If you would like to exchange an item:
Follow the standard return process
Let us know which item you would like instead
