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SHIPPING POLICY

International Customers

Can I return an item for an exchange instead of a refund?

We're not able to offer an exchange on returned items and all returned items will be refunded once they've been received by our warehouse. If you need a different size or colour of an item, then you'll need to place a new order.

When you return your order, just pop your returns note in the parcel with the following details marked on it:

•       Your order number

•       Which items you’re returning for a refund

 As an International customer, you can return your parcel using any postal service. We ask that you obtain a proof of postage receipt so that if your parcel goes missing on the way back to us, you’ll have proof you sent it.

It can take up to 21 working days (excluding weekends and public holidays) for your parcel to reach our warehouse in the UK. Once we receive it in its original condition, we'll issue your refund within 3 working days and drop you an email to let you know once this has been done. Once you've been refunded, it can take up to 10 working days for the funds to show back into your account.

 Can I amend my order after I've placed it?

 All orders received are packed immediately. Which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method.

However, you may be able to cancel your order and place a new one instead.

You can cancel an order by logging into ‘My Account’and viewing your recent orders. If the button next to an order says ‘Cancel/View’, you still have time to cancel by clicking the button.

If the cancel option is not available, then it is too late cancel the order. However, you can return any unwanted items for a refund once you’ve received your order.

 Will my parcel be charged customs and import charges?

 In most cases, any customs or import duties are charged once the parcel reaches its destination country.

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers).

MX has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. 

I'm missing an item from my order, what do I do?

 We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.

If an item is missing, please contact our Customer Care team with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

 What happens if I'm not in when my order arrives?

If you are not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.

What should I do if my order hasn't been delivered yet?

 Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. 

You’ll be able to follow your order if it’s been sent with a trackable service. To check this, all you need to do is log into ‘My Account’ and view your order. If the status shows ‘Track This Order’, just click the link and you’ll be able to follow your parcel. If the status shows ‘Shipped’, your order has been sent with your local postal service and isn’t trackable.

Your tracking link will be able to provide up to date information on the status of your order. 

If your estimated delivery date has passed and you haven’t received your order, just contact Customer Service so we can help you further.  

Can I track the delivery of my order?

 If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

 

United Kingdom Customers

Can I return an item for an exchange instead of a refund?

We're not able to offer an exchange on returned items and all returned items will be refunded once they've been received by our warehouse. If you need a different size or colour of an item, then you'll need to place a new order.

When you return your order, just pop your returns note in the parcel with the following details marked on it:

•       Your order number

•       Which items you’re returning for a refund

 You can return your parcel using any postal service. We ask that you obtain a proof of postage receipt so that if your parcel goes missing on the way back to us, you’ll have proof you sent it.

It can take up to 14 working days (excluding weekends and public holidays) for your parcel to reach our warehouse in the UK. Once we receive it in its original condition, we'll issue your refund within 3 working days and drop you an email to let you know once this has been done. Once you've been refunded, it can take up to 10 working days for the funds to show back into your account.

DELIVERY

How does your UK Standard Delivery service work?

 • Delivery is within 4-5 working days* from the moment you submit your order.

 • Delivery is Monday to Friday (excluding Public Holidays).

 • Delivery is fully tracked, and delivery notifications via email are provided by the carrier.

 • We’ll email you a link to your tracking information once your parcel has been shipped from our warehouse. You can also track your order by logging into ‘My Account’ and viewing your most recent orders. Just click ‘Track This Order’ and you’ll be directed to the carrier tracking page.

 • A signature may be required on receipt.

 • If you're not available to take delivery of your parcel, the carrier will leave a delivery card advising if your parcel has been delivered to a safe location, left with a neighbor or how to arrange collection.

 *We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. MX cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

  Can I amend my order after I've placed it?

 All orders received are packed immediately. Which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method.

However, you may be able to cancel your order and place a new one instead.

You can cancel an order by logging into ‘My Account’and viewing your recent orders. If the button next to an order says ‘Cancel/View’, you still have time to cancel by clicking the button.

If the cancel option is not available, then it is too late cancel the order. However, you can return any unwanted items for a refund once you’ve received your order.

What should I do if my order hasn't been delivered yet? 

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive.

You’ll be able to follow your order if it’s been sent with a trackable service. To check this, all you need to do is log into ‘My Account’ and view your order. If the status shows ‘Track This Order’, just click the link and you’ll be able to follow your parcel. If the status shows ‘Shipped’, your order has been sent with your local postal service and isn’t trackable.

Your tracking link will be able to provide up to date information on the status of your order.

 If your estimated delivery date has passed and you haven’t received your order, just contact Customer Service so we can help you further.

 Can I track the delivery of my order?

 If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.  

What happens if I'm not in when my order arrives?

Someone needs to be in when your parcel is due to be delivered as we may need a signature. Don’t worry if you aren’t as our carrier usually tries to deliver more than once.

Alternatively they will leave a card confirming they have either left it with a neighbor, left it in a safe place, when they will try to redeliver or give you details on how to collect it.

I'm missing an item from my order, what do I do?

 We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.

If an item is missing, please contact our Customer Care team with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.