FAQs

There is no need to create an account to order online but it will be easier for you to view your purchases, current orders and invoices if you create one. By registering, you will have the opportunity to receive promotional codes, invitations to our private sales and other surprises...

Go to the "Account" section at the top of the page. Enter your e-mail address (please check that your e-mail address is valid, otherwise you won't be able to reconnect to your personal space) and all the items requested, then click on "Create your account". Choose a password and click on "Register".

You can modify the data stored in your customer area at any time. To do so, log in to your account, click on "Account" and go to "My personal information". You can then modify, delete or add to your information and save it.

Your login is easy to find: it's your e-mail address. If you've forgotten your password, go to the "Account" page in the "Already registered" category, enter your e-mail address and click on "Forgot password". We'll e-mail you a link to reset your password.

If you have a customer account, access your space and click on "My personal information". Check the "Subscribe to newsletter" box, or go to the bottom left of the page and enter your e-mail address in the "Newsletter" field.

You can unsubscribe from the Hexagona newsletter by simply clicking on the link at the bottom of the last newsletter you received. You can also access the "Account" section, click on "My personal information" and uncheck the "Subscribe to newsletter" box to unsubscribe.

Browse our products in the different categories (women's, men's, novelties) or use the search engine. Select the item you like, then choose a color and click on "Add to cart". Once in the shopping cart, continue shopping or click on "Checkout".

1. Purchase your e-gift card in the same way as any other product (there is no need to configure it at this stage).

2. Go to your customer account in the “My gift cards” tab.

3. Click “Configure” on the relevant gift card.

4. Two choices are available to you:

• You can send your gift card to your recipient's email address. To do this, please complete the following fields:

“THE NAME OF THE BENEFICIARY”: the name of the person to whom you wish to offer the card. This field is required.

“YOUR NAME”: so that your loved one knows that this gift card is from you. This field is required.

“ADD A TEXT”: you can add a personalized message. This field is optional.

Then select “Send by email” and confirm. You will always be able to download the gift card if necessary.

• You can download the map in PDF format:

Complete the required fields “BENEFICIARY NAME” and “YOUR NAME”.

Then select “Download PDF” then validate by clicking on “Download”.

By choosing this option, it will no longer be possible to send your e-gift card by email.

It will be valid for one year and can only be used on the Hexagona website. If you have chosen to send by email, you will still be able to download the gift card if necessary.

If you have a promotional code, click on your basket and insert it in the “discount voucher” input field before confirming your order. The promotion will be directly applied to the amount of your basket.

You can pay by Carte Bleue, Visa, Mastercard, PayPal, ApplePay, Bancontact, Alma and Just.

Payment in 3x is also available for purchases over €100.

To obtain an invoice, connect to our site then go to the “Account” section accessible from the home page, enter your identifiers and click on “History and details of my orders”. Then select the order for which you wish to obtain the invoice. You will then be able to access your invoice and save it if you wish.

To cancel an order on the hexagona.com website, simply contact our Customer Service very quickly by telephone following its registration (Our Customer Service can be reached from Monday to Friday from 9:30 a.m. to 6 p.m.) on 01 42 72 98 76 (cost of 'a normal call) or you can fill out the “Customer Service” form at the bottom of the page.

Payment is completely secure thanks to our partner's online payment system: Payplug. Your banking data only circulates on the Internet in encrypted form, that is to say they are coded in such a way as to make them completely unreadable. When you enter your card numbers to make your purchases, this data is transmitted to the bank and not to Hexagona.

 

You have fourteen days after receiving your order to return your purchases to us if they do not suit you or if they are defective.

Items must be returned to us in their original packaging and condition.

FOR MAINLAND FRANCE, BELGIUM, AND LUXEMBOURG, return shipping is free via Mondial Relay.

To return a product, follow the steps below:

1. LOG INTO YOUR ACCOUNT ON HEXAGONA.COM

Log in to your customer account via this link

Enter your email address and follow the instructions to log in to your customer account. You will receive a code by email to validate the login.

Select the order and items to return

Choose the order for which you want to request a return.

Select the items you wish to return. Choose a return reason from the provided options.

 

 

Click on "Request a return".

 

2. WAIT FOR THE RETURN REQUEST CONFIRMATION AND RETURN LABEL

- If your return is approved, you will receive the Mondial Relay return label by email and you will find it in your customer account.
- You can find the return slip to print in your account, under "My returns".
- Print the return slip and insert it into the package. If you do not have a printer, you can write the return number on the delivery slip enclosed with the order and then insert the delivery slip into the package.

3. REPACKAGE THE PRODUCTS AND RETURN YOUR PACKAGE

- Ensure that the products are returned intact, new, and labeled.
- Products can be returned in their original packaging.
- Make sure to include the return slip in the package.
- Print the return label sent with the return confirmation, stick it on your package, and drop your package off at a Mondial Relay partner. The return address is as follows: HEXAGONA / E-shop HEXAGONA - 122 avenue de la Plaine de France - CS 10051 Gonesse - 95926 Roissy Charles de Gaulle cedex

FOR EUROPE AND OVERSEAS DEPARTMENTS AND TERRITORIES

Return shipping costs are at your expense. Please note that if the returned product is defective, return shipping costs will be covered by Hexagona. To return a product, follow the steps below:

1. LOG INTO YOUR ACCOUNT ON HEXAGONA.COM

Log in to your customer account via this link

Enter your email address and follow the instructions to log in to your customer account. You will receive a code by email to validate the login.

Select the order and items to return

Choose the order for which you want to request a return.

Select the items you wish to return. Choose a return reason from the provided options.

 

 

Click on "Request a return".

2. WAIT FOR THE RETURN REQUEST CONFIRMATION

- You will receive the return request confirmation by email.
- You can find the return slip to print in your account, under "My returns".
- Print the return slip and insert it into the package. If you do not have a printer, you can write the return number on the delivery slip enclosed with the order and insert it into the package.

3. REPACKAGE THE PRODUCTS AND RETURN YOUR PACKAGE

- Ensure that the products are returned intact, new, and labeled.
- Products can be returned in their original packaging.
- Make sure to include the return slip in the package.
- Affix the postage, drop it off at a post office (via Colissimo, against signature), and return it to the following address: HEXAGONA / E-shop HEXAGONA - 122 avenue de la Plaine de France - CS 10051 Gonesse - 95926 Roissy Charles de Gaulle cedex

For returns of orders placed without creating an account, contact customer service to inform us of your request. We will explain the procedure to follow. We do not offer standard exchanges. For a different model or color, simply place a new order on the e-shop.

FOR METROPOLITAN FRANCE

For orders to be delivered in mainland France, packages are prepared and shipped within 48 working hours. From Monday to Friday, all orders registered before 12 p.m. are dispatched the same day (subject to availability of the item, excluding public holidays and exceptional closures).

You will be informed by email of the progress of the preparation of your order and its shipment.

Several delivery methods are offered:

Delivery method	Pickup point	Standard	Express
Carrier	Mondial Relay	Colissimo	DHL
Shipping costs	Free from €49! Otherwise €3.90	Free from €59! Otherwise €5.90	Free from €159! Otherwise €9.90
Return fees	Free via Mondial Relay	At the customer's expense in the event of withdrawal	At the customer's expense in the event of withdrawal
Deadline (indicative)	2 to 5 working days	2 to 5 working days	24 to 48 working hours
Remarks	The choice of relay point is made at the time of validation of your order	Expeditions to mainland France, Corsica and Monaco	Expeditions to mainland France, Corsica and Monaco

 

For Europe

For orders to be delivered in Europe, packages are prepared and shipped within 48 working hours. You will be informed by email of the progress of the preparation of your order and its shipment.
Please note: for non-European countries, additional taxes may be applied at customs and remain your responsibility.

Belgium and Luxembourg

Delivery zone	Belgium and Luxembourg
Delivery method	Pickup point	Standard	Express
Carrier	Mondial Relay	Colissimo	DHL
Shipping costs	Free from €49! Otherwise €3.90	Free from €89! Otherwise €8.90	Free from €179! Otherwise €9.90
Return fees	Free via Mondial Relay	At the customer's expense in the event of withdrawal	At the customer's expense in the event of withdrawal
Deadline (indicative)	4 to 8 working days	4 to 8 working days	24 to 48 working hours
Remarks	The choice of relay point is made at the time of validation of your order	Expeditions to mainland France, Corsica and Monaco	Expeditions to mainland France, Corsica and Monaco

 

Europe Zone 1

Two delivery methods are offered:

Delivery zone	Germany, Austria, Spain, Italy, Netherlands & Portugal
Delivery method	Standard	Express
Carrier	Colissimo	DHL
Shipping costs	Free from €89! Otherwise €8.90	Free from 159€! Otherwise €9.90
Return fees	At the customer's expense in the event of withdrawal	At the customer's expense in the event of withdrawal
Deadline (indicative)	3 to 7 working days	24 to 48 working hours
Remarks	Customs duties may apply in addition to shipping costs.

 

Europe Zone 2

Two delivery methods are offered:

Delivery zone	Bulgaria, Cyprus, Croatia, Denmark, Estonia, Finland, Hungary, Canary Islands, Ireland, Iceland, Latvia, Lithuania, Malta, Norway, Poland, Czech Republic, Romania, Slovakia, Slovenia, Sweden & Switzerland
Delivery method	Standard	Express
Carrier	Colissimo	DHL
Shipping costs	Free from 149€! Otherwise €14.90	Free from €179! Otherwise €19.90
Return fees	At the customer's expense in the event of withdrawal	At the customer's expense in the event of withdrawal
Deadline (indicative)	3 to 7 working days	24 to 48 working hours
Remarks	Customs duties may apply in addition to shipping costs.

 

For the French Overseas Territories and the rest of the world

For orders to be delivered in the French Overseas Territories and the rest of the world, packages are prepared and shipped within 48 working hours. You will be informed by email of the progress of the preparation of your order and its shipment.
Please note: for non-European countries, additional taxes may be applied at customs and remain your responsibility.

Only one delivery method is offered:

For the Overseas Territories

Delivery zone	OM1: Guadeloupe, Saint-Barthélémy, Saint-Martin, Martinique, Réunion, Guyana, Mayotte & Saint-Pierre-et-Miquelon	OM2: New Caledonia, French Polynesia, Wallis and Futuna Islands, French Southern & Antarctic Lands
Delivery method	Standard	Standard
Carrier	Colissimo	Colissimo
Shipping costs	€29.90	€49.90
Return fees	At the customer's expense in the event of withdrawal	At the customer's expense in the event of withdrawal
Deadline (indicative)	48 to 96 working hours	96 to 120 working hours
Remarks	Customs duties may apply in addition to shipping costs.

 

For the rest of the world

Delivery zone	Canada, Australia, United States, Hong Kong, Singapore, India & Israel
Delivery method	Standard
Carrier	Colissimo
Shipping costs	€49.90
Return fees	At the customer's expense in the event of withdrawal
Deadline (indicative)	96 to 120 working hours
Remarks	Customs duties may apply in addition to shipping costs.

 

If you are absent, a calling card will be left for you to organize a new delivery by SMS or e-mail, or to collect your package from the nearest post office. Your package will be available for 15 working days at the post office, then returned to the sender after this period.

If you are absent, a delivery notice will be left for you to arrange a new delivery by SMS or e-mail, or to collect your parcel from the nearest post office. Your parcel will be available at the post office for 15 working days, after which it will be returned to sender.

You have a cooling-off period of 14 days from receipt of the parcel to return the item by post, by entering your details in the "My account" section.

 

FOR METROPOLITAN FRANCE: free return shipping via Mondial Relay.

FOR EUROPE AND DOM-TOM: you are responsible for return shipping costs.

Please note that if the returned product is defective, Hexagona will pay the return shipping costs.

You will be reimbursed in full for the sums paid (including delivery costs) as soon as possible, and at the latest within 14 days of the date on which you exercised your right of withdrawal. However, we reserve the right to defer reimbursement until the item(s) have been recovered, provided that all the documents required for reimbursement have been supplied.

The following conditions only apply to products purchased on the website www.hexagona.com. Any other Hexagona product purchased in store or in any other real or virtual point of sale is not eligible.

a) If your product is defective before being used (manufacturing defect, or non-compliant product received), you can request a return indicating that the product was defective or non-compliant upon receipt. In this case, we will cover the return costs and will refund the full amount paid (delivery costs included).

b) If your product is broken or defective following normal use , there are 2 cases:

- Your product is still under warranty (1 year for leathers, 6 months for synthetics from the date of purchase), you can request a return in the "My Account > Order History" section, indicating if you wish repair or refund. If your request is validated, you will receive an e-mail and if necessary you will be able to download a return slip. In this case, any repairs are offered as well as the reshipping costs, but the transport costs for the return remain the responsibility of the customer.

- Your product is no longer under warranty, no exchange or credit will be granted. However, you can make a request for repairs or spare parts directly by e-mail by clicking here or on 01 42 72 98 76. We will respond as far as possible. In the case of a repair, we can issue a quote corresponding to the costs of the repair and transport.

Hexagona is not responsible for transportation when returning items.

We consider a product to have a manufacturing defect if it is defective and returned within 72 hours in its original packaging and with proof of purchase.

Our lead times vary from one week for small repairs (handle, clasp screw, etc.) to 1 month (zipper, handle) excluding postal times.

Refer to the answers given to question 22 above; You will generally need to make a return request in the "My account" area.

All information in your Hexagona account is only used within the framework of your commercial relationship with Hexagona. This information is never shared with third parties or resold. In addition, your banking information (card number, expiration date, cryptogram) is never in our possession since banking transactions are processed directly and completely securely by our payment partners.

In order to improve our services and to avoid you having to identify yourself each time you visit our site, we use cookies. A cookie is a computer file stored on your computer's hard disk that enables us to recognize you for an unlimited period of time. You can deactivate these cookies at any time by clicking on the widget (icon representing a tick with three dashes) at the bottom left of the page.