Do I Need To Have An Account To Order?
No, an account is not required but we encourage you to register with us as you will be able to enjoy:
- Faster checkout
- Easy access to order status and past purchases
- Track Returns & Exchanges
- Weekly Updates for brand releases and special promotions
What If I Forgot My Password?
Please use our Password Recovery feature to retrieve it or contact us.
Are There Exchange Rates?
We currently base our transactions in US Dollars, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.
How Can I Pay For My Order?
We accept all major credit cards (VISA, Mastercard and AMEX), Alipay, Bitcoins as well as PayPal payments. We do not accept personal checks, money orders or direct bank transfers. Items will not be shipped until the transaction has been cleared.
How Do I Modify Or Cancel My Order?
Please contact us immediately within 24 hours since we do process and ship orders quickly! Shipped orders cannot be modified or cancelled.
When Will My Order Arrive?
If you have an account with us, you can check the status of your order at anytime by logging in and clicking “View Order Status”. If your order states “In Process”, it means your order has been received and is being processed by our warehouse. Once it is “Shipped”, our team will be sending you an email with your tracking confirmation details.
If you do not have an account, please contact us with your order number and email used on the order. We are happy to provide you with your order status or tracking information.
How Do I Track My Order?
Can I Use Numerous Promotional Codes In One Order?
Promotion and discount codes are non-transferable and cannot be used in conjunction with other discounts and promotions.
For all sales and promotions, certain restrictions apply and are subject to change at any time, and we reserve the right to make changes to them without notice to you.
Are Sale Items Eligible For Further Discount Or Promotions?
Sale items are not eligible for further discounts unless stated otherwise. Already discounted items and sale items do not apply to the cart total for other promotions.
What Do I Do If I Have Missing Items In My Order?
Sometimes we may send out items in separate shipments. Please check your order status to see if any of your items are arriving separately. If something is still missing, please contact us immediately.
Are There Any Brand Restrictions On Discounts?
Yes- certain brand’s request that certain styles and items are excluded from sales, discounts and promotional coupon codes due to the manufacturer’s request. These brands include: 3.1 Phillip Lim, A.P.C., ACRONYM, adidas Originals, DSPTCH, Head Porter, Hender Scheme, Hood By Air., Jason Markk, Lexdray, Native, Paul Smith, Puma, PUMA x BWGH, Raf Simons X Adidas, retaW, THOM BROWNE, and TSOVET.
How Do I Purchase A Gift Card?
You can purchase one through our store. Gift cards are non-transferable and may not be cancelled, returned or refunded.
Please make sure you have entered a valid email address of the recipient as we are not responsible for Gift Cards that are lost, stolen, destroyed or used without permission.
Can I Receive A Price Match?
From time to time, we may offer discounts and/or promotions. Discount, sales and/or promotional offers and prices are only applicable when checking out whilst the offer is still valid. Time restrictions will be stated where applicable. We reserves the right to amend, extend or terminate these offers at an earlier date without prior notice.
Orders made 7 days prior to sale and promotion periods may be eligible for a price match. Please be advised that all sale items are FINAL and are therefore, not eligible for any price match request. Also, please be advised that difference in Shipping Fees cannot be price matched. Please contact us for more information on eligibility.
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) using our express shipping method will be processed the next business day.
Orders placed using our standard shipping will be processed within 3 business days.
If you do not receive a tracking confirmation after 5 business days from the day you completed your payment, please contact us to follow up.
How Will My Order Be Shipped?
We ship with FedEx for all orders.
Deliveries are available to PO Boxes, please check that your rental agreement includes signed-for/registered items. Due to the signed-for nature of deliveries, we recommend that items be sent to a work or home address in order to avoid any delays in receiving your items.
Will I Be Charged With Customs And Taxes?
The prices displayed on our website are tax-free in USD, that means you may be liable to pay for duties and taxes upon receipt of the item(s).
Import taxes, duties and related customs fees may be charged once the parcel arrives at the final destination. These charges are determined by the customs office of the final destination.
Payment of these charges and taxes are your responsibility and will not be covered by us here at HBX. 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 set minimum amount* required, excluding items that are discounted, on sale and prints. Your order will be shipped using our standard shipping method.*(Note: Dependent on shipping location) For details, please visit our Shipping & Delivery page.
Are there additional shipping fees for oversized & overweight items?
Yes, additional shipping fees may be applied to items that are considered oversized or overweight. The additional shipping fees will be calculated during the check out process.
Oversized/overweight items are not eligible for free shipping.
Returns & Exchanges
How Do I Return An Item?
If you find any problems with your item(s), please contact us within 30 days from receiving your order. Please include details of your order and the reason for your Returns request. For HBX Approved items, please contact us within 5 days from receiving your order.
We only accept items in their original condition with their tags and packaging intact. Certain products are not eligible for Returns or Exchanges. For the list of products, please check our Returns & Exchanges page for details.
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?
It will take up to 14 business days for us to process a Returns request. If it has been more than 30 business days, please contact us with the details of your Returns request.
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.