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FAQs

Frequently Asked Questions

If your Question is not answered here, please complete our Enquiry Form in our customer services help page.

Do you offer Free delivery?

At MX1 we offer a free delivery service on most orders. Free delivery is offered mainly to the UK Mainland and the British Isles in a standard Royal mail service. Free delivery may not be offered to Eruopean destinations on smaller orders due to the costs involved, but no profit is made from these services. 

How is my Order Delivered?

We use Royal Mail Packetpost & Couriers for deliveries to the UK. For deliveries to other countries, we use specialist couriers. Please ensure that you enter a delivery address where someone will be available to sign for you order during the daytime - This may be a work address, friend, family or neighbour if need be.

I have Lost My Password

Just go to the login Page where and enter your account email address and 'Click to have your password emailed to you'

My Order Status?

You can login to your account and select 'View Order Status' and click on the relevant order ID given when you placed your order to view the status of your order. You can also view any emails regarding any changes made to your order by clicking your Order ID. If your order says it has been dispatched then please allow 2-5 working days for delivery. If you receive a courier calling card through the door - please use the contact information on the card to arrange for re-delivery or collection, as soon as possible.

How do I pay for my order?

Using Credit / Debit Cards - Via our Certified Secure Comodo PCI Compliant Server online, and to make sure you always have the highest level of security, your payment details are automatically encrypted when you enter them. You can pay for your online order using Visa, Mastercard, Delta or Switch/Maestro. All prices include VAT, and our VAT number is 747198688. You Can now also use Paypal to pay for your online order.

I have received an email asking me to reply to a message

All you need to do is click the link to login and on the left hand side of the 'My Account' page, you can click the 'View Messages' link. Any correspondence with customer services is stored here and you can also send messages to customer services from this page.

Can I cancel my order?

If you order over the phone or online you have the legal right to cancel your order within seven working days of receipt of the goods (with the exception of goods altered specifically for you). Where goods are delivered to a third party you will only be able to exercise this right if you are able to return to us the goods you ordered. Once items have been dispatched, they cannot be cancelled and have to be returned as per the correct Returns Procedure

Can I make changes to my order?

Yes. In addition to your legal rights and obligations should you change your mind up until the point of shipping - just login to your account and click on your order ID number - within this page, you can send us a message.

What is your returns policy?

After you have received your goods, you can return any clothing or accessories to us for a refund or an exchange, as long as it is unused and returned in the original packaging within 28 days of receipt of your goods. Full returns information is available when logging in to your account. We are flexible during the Xmas period, items must be returned by the 14th January if purchased before December.

What size do I need?

All of our sizes are in either UK or European sizes for footwear, and UK sizes or inch measurements for clothing. To see which size you require if you are used to a different sizing method please see our Size guide Help page.

You sent me a damaged/defective/incorrect item

If you take delivery of a package and the contents have been damaged in transit, you can return the item(s) to us within 7 days of receipt for exchange. See Our Returns Policy page.

I have ordered the wrong thing and want to return it

We offer a 7 day no questions asked returns policy. Read Our Returns Policy help pages to find out what to do.

Do you have a showroom?

Our showroom opening hours are 9.30am to 4.30pm Monday to Friday.

You have sent me the wrong stuff

If you think we have sent you the wrong item, please check all the details on your order receipt email including, style name, colour and size. If you think an item you have received does not correspond to the order details in your email or in your account, please follow the retuns procedure We’ll need you to send the wrong item back to us, and once the item arrives back we can either refund your money or send you out the correct item.

For deliveries within the UK, although the vast majority of orders are delivered within 2 working days of despatch (and most sooner than that) please allow 5 working days for delivery from this point before contacting us.

Despite our own best efforts, there can sometimes be unforeseen delays in delivery. It may be worthwhile contacting your local postal sorting office as it's possible they've already tried to deliver your package, but were unable to. If 15 working days pass without a delivery after dispatch we can register the parcel as lost and we will either send you out a new parcel or offer you a full refund.

International / European Orders

We do supply outside the UK for online orders only. Just add the product(s) to the cart, and view your basket - this will allow you to select the relevant country, and will give you the shipping charges. If you decide not to go ahead with the order simply remove the product(s) from the basket. Delivery is usually 3-7 days on in-stock items.