FREQUENTLY ASKED QUESTIONS
BREXIT - Shipping Update
Since the UK left the European Union, our European customers now might be charged customs fees upon receiving their 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.
Can I edit my shipping address or order items if they are wrong?
We aim to give you the quickest shipping experience possible and so we chose an amazing warehouse partner. Our warehouse pulls orders through to ship every 15 minutes and operates 24 hours Monday-Friday, (and weekends for sale periods like Black Friday) fulfilling your CXIX orders rapidly! They ship thousands of orders per day and we are one of their many clients. Because of this, once your order is confirmed at checkout we cannot edit the shipping address, or order items - at all, ever. Please be super careful to select the correct sizes when checking out, as we will not cover the cost of any order mistakes made by the customer.
If you need to return items you can do this through our returns portal.
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.
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.
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.
Do you offer Buy Now, Pay Later?
We currently offer:
Klarna, Clearpay & PayPal.
See individual product pages for payment breakdown & conditions.
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.
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.
I can’t apply my sales discount code?
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 you are still having problems, please contact customer service at hello@cxix.com.
FoxBox questions?
The boxes ship every Quarter: March, June, September, December. For more information see FoxBox FAQ.
Can you mark an order 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.
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 return policy?
You must return your item(s) back to us no later than 45 days from order. You are responsible for the cost of your returns and can pay for your returns label via our returns portal. If 45 days have passed, unfortunately we cannot offer you a refund, no exceptions.
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 CXIX. The customer is responsible for all return shipping charges. For more information please see our full return policy.