Frequently Asked Questions
For orders within Thailand only, please add us on LINE
For orders outside Thailand, we apologize for not being able to offer returns nor size exchange.
Why can't you offer exchange nor returns?
We completely understand your frustration and disappointment.
We are also just as frustrated as you are with the high delivery cost charged by import fees set by the government of each country. These charges do not come to our pockets and do not result in our profits in a single cent.
Big brands go around this problem by including the import and delivery fees into the product prices and offer as free delivery and taxes. We have considered this option, however, this would mean our products' prices would go about 5-6X times what they are now. For example, our best selling pumps priced 100US dollars would actually be priced at 700US. But that takes away our price transparency and the affordability to give our shoes a try. And we believe a woman should be able to afford a quality and comfortable pair of shoes without breaking her bank to do it.
We are a small team of 5 members and over 50 factory workers who work tirelessly to make sure we have quality shoes for customers. These are things we promise and are in control of.
So, please chat with us via email before making a purchase so that our staff can give you the best size recommendation.
What if there’s a defect?
We have a 30-day free repair policy. If you notify us of the defect within 30 days of receiving your shoes, we’ll happily repair or replace the defected pair. After the 30 days, you may be charged for any repairs or replacements. Please note that customers pay for the shipping cost of sending the shoe back. Once the shoe is fixed, the shipping cost back to you is on us.
Can you give me a discount?
We have the best prices for you all year round! For stores promotions, please ask our staff on the floor or simply Line or Facebook Message us.
When will I receive my products?
We immediately fill orders after receiving payment confirmation. Usually it takes about 2-5 business days. The delayed is usually due to custom's procedures in your country.
Maintenance & Care
Recommendation: Wet wipes and air dry. With a little care and some precaution, HEXA products can look like new for many years. To preserve the beauty and exclusivity of the material, it is important to immediately remove any stains or dirt. Spot cleaning works fine with mild soap. But please, do not bleach, iron, dry clean, or machine wash or dry any of our products.