Do I Need To Have An Account To Order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:
- Quick checkout process
- Easily view your order status and order history
- Receive weekly updates detailing our new releases and special promotions
What If I Forgot My Password?
On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.
Are There Exchange Rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
How Can I Pay For My Order?
We accept all major credit cards (VISA, Mastercard, AMEX), Alipay, Bitcoins and PayPal payments. We do not accept personal checks, money orders, direct bank transfers or debit card payments.
How Do I Modify Or Cancel My Order?
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made.
Please note that any orders that have already been packed or shipped cannot be modified or cancelled.
When Will My Order Arrive?
You can check estimated delivery times on our Delivery & Shipping page. Simply select your delivery country from the drop-down menu and you will see all estimated delivery times and costs for your selected country.
You can also view your order status by either logging in to your account or entering your order number and email address. If your order is “In Process,” your order has been received and is being processed by our warehouse. After it is processed, the order status will change to “Shipped.” Once the order has shipped, we will email your tracking information.
How Do I Track My Order?
Can I Use Numerous Promotional Codes In One Order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
Are Sale Items Eligible For Further Discount Or Promotions?
Promotions and discounts may not be applied to sale items unless stated otherwise. Sale items do not apply to the order total for any promotions.
What Do I Do If I Have Missing Items In My Order?
Sometimes we send orders in separate shipments. Please check your order status to see if any of your items have shipped separately. If something is still missing, please contact us immediately.
Are There Any Brand Restrictions On Discounts?
Yes. Some brands request that certain styles and items be excluded from all sales, discounts and promotions. These brands include: 11 By Boris Bidjan Saberi, ACRONYM, adidas, buddy, Dominans Stravan, DSPTCH, Hender Scheme, Herschel Supply Co., Jason Markk, Jordan Brand, KENZO, LEXDRAY, MARC JACOBS, Master & Dynamic, Native Union, Paul Smith, retaW, Rick Owens, STONE ISLAND, THOM BROWNE, and TSOVET.
How Do I Purchase A Gift Card?
Gift cards can be purchased here. Our gift cards are electronic and will be emailed to the provided recipient’s email address once the order has been processed. Please make sure you provide a valid email address as we are not responsible for Gift Cards that are lost, stolen, destroyed or used without permission.
Gift cards are non-transferable and may not be cancelled, returned or refunded.
Do I need to pay for duty/tax fees?
The prices listed on our site include all duty/tax fees, so you won’t be charged any additional fees once your order is delivered. If for some reason you’re charged additional fees, please let us know and we’ll look into it for you.
Do you price match?
If you find one of our items on another site for a lower price, let us know and we’ll review if it’s eligible for a price match.
The product I bought is now on promotion. Can I get the difference refunded?
Unfortunately, we cannot refund the difference as our prices change based on trends, inventory level and customer demand.
You are welcome to return your item for a full refund (if it’s eligible for return) and order it again at its new price, but we recommend acting fast as we can’t promise that another customer won’t buy it before you do.
Shipping & Customs
When Will My Order Be Processed?
All orders are handled and shipped out from our headquarters in Hong Kong. Please allow extra time for your order to be processed during holidays and sale seasons. For a list of Hong Kong public holidays, please click here.
Orders placed after 09:00 am Monday - Friday (GMT +8) with express shipping will be processed the following business day.
Orders placed using our standard or economy shipping will be processed within 3 business days.
Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.
How Will My Order Be Shipped?
Orders are shipped by FedEx, S.F. Express or Hong Kong SpeedPost, depending on your delivery address.
All orders delivering to P.O. Box and U.S. military addresses will be shipped via Hong Kong SpeedPost, which may take an additional 5-10 business days to deliver.
Will I Be Charged With Customs And Taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. For further details of charges, please contact your local customs office.
Is My Order Eligible For Free Shipping?
Free shipping can be applied to orders that meet the minimum amount required, excluding discounted, sale, oversized/overweight, marketplace and print products. Your order will be shipped using economy shipping.
Returns & Exchanges
How Do I Return An Item?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. For HBX Approved items, please contact us within 5 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
Please note that certain products are not eligible for return or exchange. For a list of final sale items, please see our Returns Policy. All returns must be in new/original and resalable condition with all original tags and packaging intact.
Will Shipping Be Covered For My Returns?
All return shipping fees and other miscellaneous fees are the responsibility of the customer, with the exception of Hong Kong orders. HBX will cover the return shipping costs for Hong Kong orders only.
What If The Item(s) I Received Are Defective/Incorrect/Damaged?
Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
How Long Is The Returns Process?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
When Will I Receive My Refund?
All refunds will be credited to your original form of payment. If you purchased your order by credit card, please allow up to 3-4 weeks for the refund to process. The refund will appear on your next statement after your bank processes the refund.