FAQ's

*BLACK FRIDAY WEEK INFO*

How long will it take you to ship my order?:
It may take up to one week to ship your order during Black Week. Please also consider that the postal services may experience delays, and that express shipping means from the date shipped and does not include our order process time (so not from the date ordered).

Returns and Exchanges:
Exchanges - Unfortunately exchanges cannot be processed during Black Friday week.

Returns - You can return any unwanted items for a refund, by registering your returns via our online portal. All returns will be processed after December 3rd. There is a high risk of sell outs, we recommend re-ordering in the correct size to ensure you do not miss out.

We appreciate your patience during this very busy period.

Incorrect Orders:
We can try to cancel orders if our warehouse has not already picked and shipped. Email hello@cxix.com with your order number, and please appreciate the high volume of emails we will be getting. Do not email more than once, or try to force a queue jump by contacting on Instagram. We have all hands on deck and appreciate your patience during this time and cannot promise we can cancel your order. We absolutely cannot edit orders, only cancel if not processed.

 

Information on Buy Now, Pay Later, with Klarna (UK Customers)

Click here.

BREXIT - SHIPPING UPDATE

Since the UK left the European Union, our European customers will now be charged customs fees on the order.

The customs you will be charged is worked out as follows:
VAT + Duty + Handling Fee = Customs Fee

Duty: Duty is at the discretion of your government please refer to your countries import rates for more information. 

Handling fee: This is a processing fee charged by the carriers and varies.

To support our EU customers, we are in the process of implementing Duties collected on Checkout - so you won't have to pay any surprise charges once the parcel arrives.

 

CORONAVIRUS

Please allow for delays, all postal services are facing ongoing Covid-19 related difficulties.

Do you ship abroad?

Yes we ship internationally! Shipping prices are on our checkout page. Customs charges for international shipping are to be covered on the customers end. See more shipping information here.

Shipping abroad, who is handling my package?

All orders abroad are shipped tracked / signed for. Please be aware that once the parcel leaves the UK it will be in the care of your national postal service. The tracking number provided on your order confirmation email can be used on your national postal services tracking site for fully up to date information.

From placing my order how long does it take to ship?

We aim to pack and ship your orders within 24 hours, if the order is placed on a weekend this will be shipped on a Monday. The orders are then shipped via Royal Mail.

Average Delivery times:

  • UK - 2-3 days
  • EU - 5-7 days
  • USA / CA - 10 days
  • AUS / NZ - 10-15 days

Shipping times vary depending on customs of your local country.

*COVID-19* 

Please note, due to the current Covid-19 situation, NEXT DAY delivery is NOT guaranteed at the moment - but will still get the order to you faster than normal shipping option. 

  

Are the sizes the same across all Collections?

We aim to keep our sizing as consistent as possible across all our collections. However, due to product construction, fabrics and cuts there can be some variation. Check our size guides here

Sales

Sale codes can only be applied for the sale period. Codes and discounts cannot be applied retrospectively. 

In sale periods some discount codes will be deactivated. 

All Gift cards can of course still be used. 

If I have Pre-Ordered an item when should I expect it to arrive?

Expected delivery times for pre-orders are different for each product. Please check the product's description for the correct information.

See the FoxBox delivery schedule here.

Please be aware that pre-order delivery dates may change due to external circumstances, but we will notify you of any changes as soon as possible. 

FoxBox questions?

The boxes ship every Quarter: March, June, September, December. For more information see FoxBox FAQ.

Mark as a Gift

We are required by law to display the correct value of your order, it is illegal to edit or amend this. Please do not email this request.

If I have placed my order, can I add something else to it?

We have improved our shipping and all orders are processed within 30 min of placing an order, so unfortunately we are unable to amend orders once they have been placed. 

I have entered incorrect shipping address.

It's the customer's responsibility to enter a correct address at the checkout, unfortunately we cannot guarantee we can recall or divert the order once it has been processed, and cannot compensate unless it has been returned to us.

What is CXIX’s returns policy?

Our returns policy lasts 14 days from receipt of goods. If 14 days has passed, unfortunately we can’t offer you a refund or exchange; if you are ordering a pre-ordered item this will also be 14 days after receipt of goods. To be eligible for a return, your item must be unused and in the same condition that you received it. Returns take up to 3 working days to be processed from date of receipt with Creatures of XIX. The customer is responsible for all return shipping charges. For more information please see our full refunds policy.

 

Further Details:




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