Here are some Frequently Asked Questions

If your Question is not answered here, please complete our Enquiry Form

How is my Order Delivered?
We use Royal Mail and City Link Couriers for Deliveries. Please ensure that you enter a delivery address where someone will be available to sign - This may be a works address, friend, family or neighbour.

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' HERE

Where is my order?
You can login to your account to view the status of your order HERE. You will also receive emails regarding any changes made to your order. If your order has been dispatched - please allow 2-4 working days for delivery. If you receive a courier calling card through the door - please use the contact information on the card to arrnage for re-delivery or collection, as soon as possible.

How do I pay for my order?
Using Credit / Debit Cards - Via MX1's Certified Secure Thawte 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.

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 retrurned 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, filling on the online enquiry form here or emailing sales@mx1.co.uk up until the point of its despatch to you or a third party.

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 Here. We are flexible during the Xmas period, items must be returned by th 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 Help page.

You sent me a damaged/defective/incorrect item
If you take delivery of a MX1 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.

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 Returns 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.



If you wish to ask us a more specific question - Please contact us here