Frequently Asked Questions

We certainly are. We are a family-run business based in the North-West of England. We have included a little about us in our "About Us" section on the Home page. We also run regular Q&A sessions on Facebook – please check our social media pages for details! If you have a specific question you'd like us to answer, feel free to email us at hello@hexakin.co.uk or use our contact form. 

Yes, offering personalised gifts tailored to customer desires, whilst being affordable and good value, is one of the reasons we started Hexakin. Each product listing will explain what can be personalised. If you have any general questions or specific requests regarding personalisation or gift messages, please email us at hello@hexakin.co.uk or use the contact form on our Home page before ordering. 

We offer a range of products using various materials, so a single definitive list isn't practical. However, every product page includes relevant details about the materials used in its description. If you have concerns about specific materials (e.g., due to a metal allergy) and the description doesn't fully answer your question, please contact us at hello@hexakin.co.uk or use the contact form on our Home page before placing your order. 

Where size is important (e.g., for bracelets), we always include specific measurements in the product description and options available. For instance, bracelet listings specify the circumference (e.g., 16cm, 18cm). We recommend using a tape measure to check your own measurements (like wrist size) and choosing the closest size that isn't too small. If you have any concerns or questions about sizing before placing your order, please email us at hello@hexakin.co.uk or use our contact form, and we can discuss how best to fulfil your request. 

Once you complete your order, you will receive an email confirmation. This email will include details of the product(s) you purchased, the total cost, and your unique order reference number. Please use this order reference number in any correspondence with us. 

We accept a variety of payment methods through our secure payment processors, Square and PayPal. This includes major debit and credit cards (like Visa, Mastercard, American Express), as well as payments directly via your PayPal account. 

Yes, your payment security is paramount. We use PayPal and Square, two of the largest and most reputable payment processors globally, to handle transactions securely. If you have specific concerns about how they process your payment details, please visit their respective websites for more information. 

Adding Items: If you wish to add an item after placing an order, please place a second, separate order. If your orders are eligible for free shipping, we will aim to ship them together.

Changing or Cancelling Items: If you need to change details (like personalisation) or cancel your order, please contact us immediately at hello@hexakin.co.uk with your order reference number, ideally within 2 hours of placing the order. We will do our best to accommodate your request before the order is processed or dispatched. Requests made after this window, or once an order is processed (especially for personalised items), may not be possible.

UK delivery costs are calculated based on the size and weight of your total order. However we offer free standard UK shipping on all orders. Orders over £50 will be eligible for tracking but we will still offer this service free of charge to you. All applicable delivery charges will be clearly displayed in your basket before you complete your purchase. 

For most orders, we use Royal Mail 2nd Class shipping. Royal Mail aims to deliver these orders within 3-5 working days from the date of dispatch. Please note that delivery times are estimates and can sometimes take longer, particularly during busy periods or due to unforeseen courier delays. 

We will send you an email notification as soon as your order has been dispatched. This email will include confirmation and any relevant reference or tracking numbers where applicable. 

We offer complimentary order tracking on all orders valued at £50 and over. Once your qualifying order ships, you'll receive a dispatch confirmation email containing your unique tracking number and details on how to monitor its progress. While orders under £50 don't include tracking information at this time, rest assured you will still receive an email confirmation letting you know the moment your order is on its way. 

If you need to change your delivery address, please contact us immediately at hello@hexakin.co.uk with your order number and the correct, full UK address, ideally within 2 hours of placing your order. We will do our best to update the address before dispatch. Requests made outside this window may not be possible if the order has already been processed. Please note we can only ship to valid UK addresses. 

No, we currently do not ship to P.O. Boxes or BFPO addresses. 

No, we currently only ship within the UK. However, we hope to expand our services in the future if there is sufficient demand. If you have a specific request, particularly for a gift to be sent outside the UK, please contact us via our contact form (Home page) or email us at hello@hexakin.co.uk, and we will see if we can assist on a case-by-case basis. 

 Faulty, Damaged, or Incorrect Items: If your item arrives faulty, damaged, or not as described, please contact us immediately (within 14 days of receipt) at hello@hexakin.co.uk with your order number and clear photos of the issue. We will work with you to arrange a solution, which may include a replacement or a full refund. In these circumstances, Hexakin will cover the reasonable cost of return postage.

Changed Your Mind? For most non-personalised items, you have 14 days from the date you receive your order to notify us if you wish to return it for a refund or exchange. The item must be returned unused, in its original condition and packaging. For change-of-mind returns, you (the customer) will be responsible for the return postage costs. Please contact us first at hello@hexakin.co.uk to inform us of the return.

Personalised Items: Please note that personalised items can generally only be returned if they are faulty, damaged, or incorrect upon arrival.

 We strongly recommend obtaining proof of postage when returning any item. 

Once a return has been received and approved by us, we aim to process the refund authorisation within 24-48 hours. The refund itself is then subject to standard banking processes and should typically reach your account within 5-7 working days. If you do not receive your refund within 7 working days after we've confirmed processing it, please contact us at hello@hexakin.co.uk.