Do I need to have an account to place an order?
You’re welcome to checkout as a guest, but there are some perks if you have an account with us. You’ll have a quicker checkout process (a must when we release those items that sell out in minutes), an easy way to view your order status and order history, and you’ll receive weekly updates on our newest releases and special promotions.
I forgot my password. What should I do?
All you need to do is click “Lost Password?” on the login page and you’ll be redirected to a page where you can create a new password.
How do I edit or cancel my order?
To edit your order, please contact us as soon as possible. To keep things running smoothly, make sure to include your order number and the change(s) you want to make. We'll confirm once your order has been updated. We unfortunately will not be able to make any changes to your order if it has already been packed or shipped. You can check the status of your order here.
To cancel your order, please log in to your account, click 'Your Orders,' select the order you want to cancel, and click 'Cancel Order.' Once your order has been cancelled, it will be refunded to your original payment method within 3-5 business days and may take additional time depending on when your bank processes the refund. If you do not have an account, please contact us as soon as possible. Please keep in mind that orders that have already been packed or shipped cannot be cancelled. Once cancelled, we will not be able to retrieve or replace your order.
I placed an order but haven't received an order confirmation yet. When will I get it?
There's a chance you might not have received your order confirmation if you entered your email address incorrectly. It also might be in your junk mail. If not, let us know and we'll send you another order confirmation.
What’s the status of my order?
Feel free to check your order status here.
I just received my order and some items are missing. What should I do?
Sometimes we send orders in separate shipments. Check your order status first to see if your items were shipped separately. If something is still missing, let us know as soon as possible.
I just received my order and some items are incorrect/defective. What should I do?
Please contact us if you received anything incorrect or defective as soon as possible (or within 7 days from the date you received your order). Make sure to provide your order number, photos of the item(s) and any other related information. We’ll try our best to have everything resolved as soon as possible.
Can I combine my orders?
If your orders haven't been shipped yet, please contact us as soon as possible. Keep in mind that we unfortunately cannot combine orders during promotional periods due to the large number of orders received.
How do I change the delivery destinations / regions or currency settings?
Near the top right-hand corner of our page, you’ll see a drop-down list of delivery destinations / regions. Select your delivery destinations / regions and your settings should be updated. If not, try refreshing the page.
Are there exchange rates?
All of our transactions are calculated in US Dollars. If your credit card (or other payment method) transactions are in a different currency, your order total will be based on the daily exchange rate of the transaction date.
How can I pay for my order?
You can check out our different payment options here.
Will I be charged any additional fees?
We'll only charge the total amount shown in your bag (in USD). However, keep in mind that there may be foreign transaction fees depending on your bank's policies. Make sure to check your bank's transaction fee policies as you'll be responsible for these fees.
My card was charged, but I don't think my order went through. What should I do?
Please contact us as soon as possible and include: the email address used to place the order, order date and time, order value, and payment method. We'll be able to resolve the issue once we have this info.
How do I find out about your promotions?
Are any items excluded from promotions?
We hate to break it to you, but all sale, Archives and print items are excluded from promotions, as well as certain items.
These items have a disclaimer on their product pages that read This item is excluded from promotions to avoid any confusion.
How do I add a promo code to my order?
Hover over the "Bag" icon in the top right hand corner of the page. A drop-down menu will then appear. Click "Have a Promotional Code or Gift Card" link at the bottom of the drop-down menu and enter your promo code.
My promo code isn’t working. What should I do?
First, check to see if all of your items are eligible for promotion. Don’t forget that promotions cannot be used on any sale, Archives or print items, as well as certain items
Second, check to see if you’re using more than one promo code. Only one promo can be used per order (including free shipping) so keep that in mind.
If your code still isn’t working, let us know and we’ll look into it for you.
Can I use more than one promo code in my order?
Only one promotion can be used per order unless stated otherwise. Don’t forget, free shipping is also a promotion, so you might have to decide what’s more important: the special promotion or the free shipping.
Where are your items shipped from?
All of our items are shipped from our warehouse in Hong Kong
What destinations or regions do you ship to?
You can check which countries we ship to here (under Delivery Times and Costs).
What are your shipping costs?
Our shipping costs differ depending on where the order is shipping to and how fast it’s getting there. You can check out our delivery options here (under Delivery Times and Costs).
My order is eligible for free shipping, but I’m still being charged for shipping. What should I do?
If your order total meets the minimum amount required for free shipping, check to see if any of the items in your cart are sale, Archives or print items. These items are not eligible for free shipping and won’t be counted towards the minimum amount required.
Also, promo codes cannot be used in conjunction with free shipping. If you’ve applied a promo code to your order, you’ll need to decide whether to use the promo code or free shipping.
If neither of these apply to you, let us know and we’ll look into it for you.
Do I need to pay for duty/tax fees?
Tax & duty fees will be calculated upon checkout except United States, Hong Kong and Taiwan.
How will my order be shipped?
Your order will be shipped by one of these courier services, depending on your shipping address: Worldwide: FedEx, DHL
China: DHL, SF Express
Hong Kong SAR: Local Express Courier, SF Express
Japan: DHL, Sagawa
My order is still “in process.” When will it ship?
Please allow 1-2 business days for your order to be processed (this excludes weekends and local public holidays). Archive items will require an additional 1-3 business days to process. We'll send your tracking information as soon as your order has shipped.
Customs is asking me for more information. What should I do?
We know how annoying customs can be sometimes, so we’re more than happy to help you out. Let us know what customs needs from you, your order number and any other related information. We’ll try our best to get everything taken care of as soon as possible.
My order has already been shipped but I no longer want it. What should I do?
If you no longer want your order and your order is eligible for return, you're welcome to return your item to us. If you refuse your shipment upon delivery, all associated duty/tax fees and return costs will be deducted from your refund amount.
My order has already been shipped but I need to update the address. What should I do?
Please contact us as soon as possible if you need to change your address. Keep in mind that a rerouting fee may be charged by the courier to change your address.
How do I return an item?
Learn how to return your item here.
Do you pay for return shipping costs?
Unfortunately, we currently don’t cover return shipping costs, except for Hong Kong orders. All other return shipping fees are your responsibility.
How do I know if you received my return?
We strongly recommend that you use a registered and traceable service when returning your item(s). This way you’ll know that it’s been delivered to us safe and sound.
We process all returns as quickly as we can, but please be patient with us as sometimes it can take up to 10 business days. We will contact you as soon as your return has been processed.
When will I get my refund?
We definitely understand that you want to get your refund ASAP. We will refund you the same day we process your return, but the refund may take additional processing time depending on your payment method and bank. Sometimes, refunds might not show up in your account until your credit card’s next monthly billing statement. These are estimated processing times:
Credit Card: 2-5 business days
PayPal: 2 business days
Alipay: 5 business days
Apple Pay: 2-5 business days
Bitcoin: 1 - 2 business days
WeChat Pay: 5 business days
Are your products authentic?
All of our products are 100% authentic and come directly from the brand. Feel free to contact us if you have any concerns and we'll be happy to help.
Do you restock any of your products?
Due to high demand, we try to restock our most popular items, but we’re not always able to. If there’s a specific item you want that’s sold out, we recommend subscribing to our newsletter here or following us on our social channels (Instagram, Facebook, Twitter) for the latest updates on our new releases.
Do you price match?
If you find an item sold at a lower price on another online retailer, we're happy to price match your purchase under the following conditions:
- The price match request must be made within 14 days from the date you placed the order.
- The online retailer must be one of the authorised retailers of the brand.
- The lower price must be listed at full price. Sale or promotional price will not be accepted.
- The same style, size and color must be in stock at the time of the request.
- Once your request has been accepted, the price difference will be refunded to your original payment method.
- Upon dispute, HBX reserves the right to make the final decision.
The price of my product changed during checkout. Why is that?
If you changed your delivery destinations / regions, the price may change due to regional pricing set individually by each brand. Feel free to contact us if you have any concerns and we'll be happy to help.
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.