You will find below answers to the most frequently asked questions. If you can’t find an answer to your question in the list, please contact our customer service on: [email protected]

Questions in this list are related to:

Hexagona

Customer Accounts

Orders

Returns

Delivery

Damaged or faulty products

Privacy

HEXAGONA

1- Where can I buy Hexagona products?

You will find a list of stockists in France and Europe by clicking on Stores or you can order Hexagona products directly from this website dedicated to customers.

2- Where are Hexagona products manufactured?

Our products are created and designed in France and manufactured in China by our own Franco-Chinese team. Our factory is solely dedicated to the production for Hexagona and it is controlled by the founders of our brand. Our products comply with European standards. To find out more about Hexagona’s story and brand, please visit About Hexagona page.

CUSTOMER ACCOUNTS

3- Do I need to create an account to place an order?

It is not compulsory to create a customer account to place an order on our website. However, creating an account will enable you to check purchases, follow up orders and retrieve invoices. Registering on our website will give you access to promotion codes, invitations to our private sales and many more delights ….

4- How to create a customer account

Go to the My account section in the menu bar at the top of the page. Enter your email address, - please make that the email address is correct as failing to do may cause you may not be able to connect to the personal account area. Then enter all requested information and click on  Create an account . Choose a password and then click on  Register .

5 - Can I change the account details?

You can change the account details saved in your account at any time. To do so, log in to your account, click on My Account  and then Account details . You will now be able to amend, cancel or complete the account details and save changes to your account.

6- Forgotten ID or password

It’s easy to remember your ID: it is your email address. If you have forgotten your password, go to the My Account page and select Registered, enter your email and click on Forgotten password. We will send you an email link to reset your password.

7- How to subscribe to the Newsletter

If you have set up an account, log into your account and click on Account Details and tick the Subscribe to the Newsletter box. Alternatively, you can enter your email address in the Subscribe to the Newsletter box found in the bottom right hand corner on each page of our website.

8- How to unsubscribe to the newsletter

You can unsubscribe to the Hexagona Newsletter, simply by clicking on the link at the bottom of the page of the latest newsletter you have received. You can also unsubscribe by logging into your account, clicking to Account Details and untick the Subscribe to the Newsletter box.

ORDERS

9- How to place an order 

It is very easy to place an order. View the products available under the various sections Women, Men, New Products or by entering keywords in the search box. Select the item you would like, choose the colour and click on Add to the Basket. Once the item selected is in the basket, you can continue shopping or complete the order.

10- How to use a promotion code

If you have a promotion code click on Basket and enter the code in the Voucher box before completing the order. The promotion will be deducted directly from the total value of the basket.

11- How to pay

We accept payment by Visa or Mastercard Debit and Credit Cards, as well as by Paypal.

12- How to get a copy of the invoice

To get a copy of the invoice login to your account from our homepage and click on Order History & Details. Then select the order for which you would like a copy of the invoice. You will then be able to view and download a copy of the invoice.

13- How to cancel an order

To cancel an order placed on the hexagona.com website, you just need to contact our Customer Service as soon as possible after the order has been saved. You can contact our customer service either by phone Monday to Friday from 9.30 – 6 pm, Paris Time, on + 33 1 42 72 98 76 (standard international call fees apply) or contacting the Customer Service  by mail to inform them of your cancel request.

14- Is the payment secure?

The payment is entirely secure thanks to the online payment system of our partner Payplug. Your bank details are only exchanged on the internet in a crypted format, which mean that they are coded in a way that make them unreadable. When you type in your card number to make your purchase, the date is transmitted in its crypted version to the bank, not to Hexagona.

RETURNS

15- Can I return my purchase?

If you are not satisfied with your purchase or if it is faulty, items can be returned within 14 business days from delivery. Items must be returned in the original packaging and condition; unused, unsoiled and unwashed.

FOR METROPOLITAN FRANCE, BELGIUM AND LUXEMBOURG
The return costs are free via Mondial Relay.

To return a product that you do not want to keep, just follow these steps :

	LOGIN TO YOUR ACCOUNT ON HEXAGONA.COM - Click on Orders details and history - Select the relevant order and then item to be returned by ticking the correct box in Follow up an order - Select the reason for the return and then click on Create a return
	I WAIT FOR THE RETURN AUTHORIZATION CONFIRMATION - I receive the return authorization confirmation and Mondial Relay label by e-mail - I print the RMA slip and I put it in the parcel. If I cannot print, I write the return number on the delivery note that was attached to my order.
	I REPACKAGE THE ITEMS AND RETURN THE PARCEL - I check the items are returned unused, complete, labeled and provided with their dust bag. - Products can be returned in their original carton - I do not forget to put the RMA slip in the parcel - I drop off the parcel to a Mondial Relay point - For information, the return's address is : HEXAGONA / E-shop HEXAGONA - 122 avenue de la Plaine de France - CS 10051 Gonesse - 95926 Roissy Charles de Gaulle cedex

FOR EUROPE AND DOM-TOM
The cost of return remains at the customer's expense, unless the item is faulty, in which case Hexagona will pay the return costs.

To return a product that you do not want to keep, just follow these steps :

	LOGIN TO YOUR ACCOUNT ON HEXAGONA.COM - Click on Orders details and history - Select the relevant order and then item to be returned by ticking the correct box in Follow up an order - Select the reason for the return and then click on Create a return
	I WAIT FOR THE RETURN AUTHORIZATION CONFIRMATION - I receive the return authorization confirmation. - I print the RMA slip and I put it in the parcel. If I cannot print, I write the return number on the delivery note that was attached to my order.
	I REPACKAGE THE ITEMS AND RETURN THE PARCEL - I check the items are returned unused, complete, labeled and provided with their dust bag. - Products can be returned in their original carton - I do not forget to put the RMA slip in the parcel - I send the parcel to HEXAGONA / E-shop HEXAGONA - 122 avenue de la Plaine de France - CS 10051 Gonesse - 95926 Roissy Charles de Gaulle cedex

Your parcel is shipped with a tracking number : you have the ability to track your parcels online through the tracking number we will send you.

We do not exchange goods. If you would like to receive a different product or the product in a different colour, simply place a new order on the website.

Once your return parcel received in our warehouse, your refund will take effect within fourteen days and will be done on the bank account used for payment.

Find more information in our Terms & Conditions or FAQ !

DELIVERIES

16- When and where will I receive the delivery?

FOR METROPOLITAN FRANCE

For orders to be delivered in metropolitan France, parcels are prepared and shipped within 48 working hours. From Monday to Friday, all orders registered before 12.00 am are shipped the same day (according to the availability of the article, excluding holidays and exceptional closure).

You will be informed by email of your order's status and its shipping.

Many shipping types :

FOR EUROPE

For orders to be delivered in Europe, parcels are prepared and shipped within 48 working hours. You will be informed by email of your order's status and its shipping.

Caution : Items shipped outside of France may be subject to import duties, taxes and/or charges which are not included in the total cost of your order and remain your responsibility.

For information: Shipments to the United Kingdom are temporarily suspended as of January 2021.

Several delivery methods are available:

EUROPE ZONE 1

EUROPE ZONE 2

BELGIUM & LUXEMBOURG

FOR DOM-TOM
For orders to be delivered in DOM-TOM, parcels are prepared and shipped within 48 working hours. You will be informed by email of your order's status and its shipping.
Caution : Items shipped outside of France may be subject to import duties, taxes and/or charges which are not included in the total cost of your order and remain your responsibility.

Only one shipping type:

FOR THE REST OF THE WORLD

ABSENCE AT TIME OF DELIVERY

If your carrier is Colissimo or Chronopost, the parcel is delivered directly to you and if you are not at home at that time, a non-delivery notice will be deposited in your mailbox. This notice indicates the time and the day of the attempted delivery, as well as the post office where you can pick up the parcel. You will then need to go to the post office indicated with the non-delivery notice left by the postman and a proof of identity to pick up the parcel. You then have a time limit of 14 days, after which the parcel will be returned to us.

17 - What happens if I am not at home to take the delivery?

If you are not at home at the time of the delivery, the driver will leave an attempted delivery notice in your letter box to inform that either they will try again on another delivery day or where the parcel is being held and when it can be collected. To collect the parcel, you will need to show the attempted delivery notice as well as some form of ID.

18 - How long do I have to return the order

There is a 14 day period, from the date of receipt of the parcel, during which you can cancel delivery and return the item by post. You will need to inform us of the return by supplying the required information in My account section on the website.

19 - How much does a return cost

Costs of returning an item are at the customer’s expense and may vary depending on the type of transport chosen for the return. Should an item be faulty on reception, Hexagona will pay for the return costs. Items must be returned in their original, unsoiled condition and in their original, undamaged packaging and accompanied by the Return Notice that can be obtained from the website or the Customer Service.

20 - When will I receive the refund?

Customers will receive refund of the price invoiced for the item (delivery fees included). Refund will take place in a maximum of 14 days after the date of the cancellation of purchase- to allow for the return to be checked. This is subject to, all information required for the refund, being submitted at the time of return.

DAMAGED OR FAULTY ITEM

21 - What do I do if I have a damaged or faulty item?

The following terms only apply to items purchased on the www.hexagona.com website. Purchases made in our stores or any other physical or virtual retail stores cannot be claimed under these terms.

a)  If the purchased product is faulty prior to being used – a manufacturing defect or product is faulty on reception – you can apply for the item to be returned, stating that the item was received damaged or faulty. In that case, we will fully refund transport costs.

b) If the purchased product becomes damaged of faulty after normal use, 2 possible situations may arise:

-  the purchased item is still under guarantee -1 year from date of purchase for leather products and 6 months from date of purchase from synthetics - you can request a return on our website via the My account/Order History, stating whether you would like the item to be repaired or refunded. If your request is accepted we will inform you by email and, if applicable, you will be able to download a Return Notice. In that case, the costs of repair and re-delivery will be paid by us, however the return costs must be paid by the customer.

-  the purchased item is no longer under guarantee no refund will be accepted. However, you can contact our Customer Service to request a repair or for the supply of spare parts by email to [email protected] or by phone on + 33 185 733 497. We will do our best to meet your request, wherever possible.

22 - What is a manufacturing defect?

We will consider that a product may have a manufacturing if it is faulty on reception and returned within 72 hours from delivery, accompanied by a proof of purchase.

23 - How long will the repair take

Leadtimes for repairs may vary from 1 week for minor repair (straps, clasp’s screw) to 1 month for more extensive repairs (zip, handles). This does not include posting time.

24 - How do I return a faulty item

Please refer to question 22 above. Generally speaking, you will need to request a return via My account section on our website.

PRIVACY

25 - How do you use the personal or private data in my account

The information in our Hexgona account is strictly used within the limits of your commercial relationship with Hexagona. This information is not shared or sold to third parties. The banking information (card number, expiry date, number) is not held by us as any bank transactions are dealt directly, and totally securely, by our banking partners.

26 - What are Cookies? How can I deactivate them?

Cookies allow the site to remember important information that will make your use of the site more convenient by recognising your computer so that we remember it when used to return to our website. “Cookies” are text-only files that a website transfers to an individual’s hard drive, or other website-browsing equipment, for record-keeping purposes, without time limit. You can disable cookies at any time thanks to the widget displayed in the bottom left corner of the page.