HEXXEE
OrderProtect
OrderProtect
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- Tracked delivery to Australia, priced in AUD at checkout
- 30-day returns, refund within 5 working days
Add order protect to your order to ensure the contents arrive undamaged and protect yourself against loss and theft.
What we consider lost:
- A shipment marked unfulfilled or delivered that has not yet been received. Please allow up to 7 business days for your order to be delivered.
- Your tracking has not updated for 2 weeks from the ship date.
- If your package has had no scans or evidence that it is moving to you for more than 5 days, please contact us to report it. We will investigate the delay to determine if it is truly lost or if it is simply taking longer due to unusual circumstances such as high-volume shipping season or natural disaster.
- If the item is lost, the package protection will cover a replacement or refund. You have 30 days from the last tracking scan to report the problem for the package to be protected.
What we consider stolen:
- You, or someone you know, saw a person take your package after the package was delivered. In addition to reaching out to our customer service team, we encourage reporting all thefts to your local authorities.
What we consider damaged:
- Items arrived damaged in transit.
- Some of your order is missing due to the package opening in transit. Please email us immediately if your items arrived damaged or if something is missing from your order. Make sure to include photos of the tampered items.
What is not covered:
- Shipping or processing delays
- Missing packages or fees incurred if an incorrect address is provided.
- Orders stuck in customs - We are not responsible for custom delays or fees.
- Items returned to us that are not in a resalable condition.
Our policy for orders without order protect:
If you opt out of ‘PROTECT YOUR ORDER’, your package will not be covered for loss or theft beyond the standard protection provided by the carrier. You may contact the carrier to make a report. We will help you in anyway we can to recover your loss. Do not hesitate to contact us for help in the process.
To receive a replacement item or refund, please email us at hello@hexxee.com using the template below and our team will get back to you within business hours:
Order #
Description of issue
Photos of damaged products/ package if applicable
Contact information
Protect your order is non refundable.
Click here for more info.
Delivery
Every order is posted from London, tracked, within one working day.
Options
- Royal Mail Tracked 48 — 2–3 working days. £2.99, or free on orders over £25.
- Royal Mail Tracked 24 — next working day for most UK addresses. £4.99.
Dispatch
Orders placed before 2 pm Monday to Friday are dispatched the same day. Orders after 2 pm, or at the weekend, go out on the next working day. You will get an email with the tracking number as soon as the parcel is scanned.
Where we deliver
United Kingdom only, including Northern Ireland, the Highlands and Islands. We do not ship internationally at the moment.
If something goes wrong
If a parcel is late by more than three working days past its estimate, or arrives damaged, email hello@orvane.uk with your order number and we will sort it — replacement or refund, your choice.
Returns & refunds
30 days to change your mind. Refund within 5 working days of the item reaching us.
How to return something
- Email hello@orvane.uk with your order number and what you are returning. We reply within one working day with the return address and a reference.
- Pack the item in its original packaging where you can, with the reference inside.
- Post it back using a tracked service and keep the receipt.
Who pays the postage
If the item is faulty, damaged or not what you ordered, we refund the return postage too. If you have simply changed your mind, you cover the cost of sending it back.
What we can accept
Anything unused and in a resaleable condition within 30 days of delivery. For hygiene reasons we cannot take back earrings or opened personal-care items unless they are faulty.
Your legal rights
Under the Consumer Contracts Regulations 2013 you have 14 days from delivery to cancel an order for any reason; our 30-day window includes that. Under the Consumer Rights Act 2015 you are entitled to a repair, replacement or refund for goods that are faulty, not as described or not fit for purpose. Nothing here limits those rights.
- Tested by us Every product is used before it is listed
- Shipped to Australia From a local warehouse wherever we can
- Tracked to your door A tracking number on every order
- 30-day returns Refund within 5 working days