Please find the list of the most frequently asked questions below - If you have any further requests or questions, feel free to email us at info@hexagone-uk.com

I. CONCEPT

Where does your name come from?
Where did the idea for the shop come from?
How do you select your products?
Is everything made in France?

II. ORDERING

Is there a minimum order value?
How do I place an order online?
Do the prices shown include VAT?
Has my order been received?
Why can’t I add items to my basket?
Can I buy a product that is no longer available?
Can I modify or amend my order?
Do you accept orders over the phone?
Do you offer click and collect services?

III. PAYMENT

What methods of payment are accepted?
Is payment secure?
Will my card details be retained?
Why is my payment being refused?
Why have I not received an order confirmation email?

IV. DELIVERY

What is your Delivery Policy?
Do you ship Internationally?
What are your delivery times?
What are the average delivery charges?
Why have I not received my order?
What happens if my parcel gets lost?
What should I do if my parcel is damaged on arrival?
What should I do if my item has a fault?
What is your Return Policy?

V. PRIVACY

VI. OTHER

Can I borrow products for a photo shoot?
Can I use your pictures?
Do you sell wholesale?
Do you offer a Wedding List service?
Would you like to sell my product?
Can I work for you?
What are your website Terms and Conditions?


I. CONCEPT

Where does your name come from?

Hexagone is a common appellation given to the mainland part of Metropolitan France because of its six-sided shape. The country can be drawn inside a hexagon, which has a diameter of 1 000km. France is about 1000km from North to South, and 1000km from East to West.

Sourced from all over the country, Hexagone’s intimate and eclectic selection is displayed in six categories - home, fashion, beauty, household, stationary and kids.

Where did the idea for the shop come from?

Hexagone was born out of a desire to create an inventory of iconic French brands that have survived the passage of time as well as a handpicked selection of products that celebrate the country’s design, heritage and craftsmanship.

How do you select your products?

We continuously search for regional handcraft techniques and ethical standards. We source products mostly manufactured by small and independent houses, some dating back centuries. Each brand comes with its own story and reflects France, its people, culture and identity.

Is everything made in France?

Although we are very demanding in terms of quality, Hexagone’s selection is about French ‘designed’ products rather than ‘Made in France’. Having said that, most of our selection is either made in France or made ethically in other countries using local traditional crafts.


II. ORDERING

Is there a minimum order value?

No, we do not set any minimum order value.

How do I place an order online?

Like all online shops, you can place your order simply by adding items to your basket selecting the size and/or colour you require. To complete your order, you will just need to confirm your selection and proceed to check out.

By default, your billing address will be the same as your delivery address but you can choose a different billing address.

Postal charges will be added to your cost after you have entered your delivery address, to ensure the correct price.

The information provided will be used to send your order confirmation email and then your dispatch confirmation email.

We will also give you the estimated latest date when you should receive your order.

Do the prices shown include VAT?

Yes, all item prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the products ordered plus delivery that will also include VAT.

For UK destinations, you will not have any additional taxes to pay. For orders outside of the UK, when the exported package reaches its destination, the recipient must pay the taxes or customs duty that apply to the country of destination. Local authorities can provide this information.

SquareSpace, the e-commerce platform we are using, does not yet allow to state the amount of UK VAT applied and included in the price as well as postage. If you are ordering from the UK as a business or from abroad, feel free to email us at orders@hexagone-uk.com and ask for a tax invoice.

Has my order been received?

Once your payment is accepted, you will be redirected to a screen on our website confirming your order. Within a few minutes, you will also receive a confirmation email summarising the details of your order. If you have not received this email, please contact us at orders@hexagone-uk.com stating the time and date of your order, as well as the total amount. We will confirm whether the order has been received or whether further action is needed to confirm it.

Why can’t I add items to my basket?

We use JavaScript technology in order for our website to work correctly. Check that JavaScript authorisation is activated on your web browser (Internet Explorer, Chrome, Safari, Firefox). If the problem persists, check that your firewall, or any other network protection software, is not blocking access to our website. In certain cases, it may be necessary to deactivate this protection to access the website.

Can I buy a product that is no longer available?

We make every effort to ensure that we only sell products that are available in stock. In the event of an inventory mistake and us not having the product that you have bought, we will call or email you and offer either a refund or a later delivery if possible.

If a product is listed as unavailable, it generally means that it is temporarily out of stock. In that case, you can subscribe to our back in stock alert and you will be notified as soon as the product is available again.

Can I modify or amend my order?

Once your payment has been processed and your order confirmed, it will not be possible to modify or amend your order. You can try to call us on +44 (0) 207 288 1444 to cancel your order but it may already be too late.

Do you accept orders over the phone?

Yes, we do. If you would like to speak to us, please call on +44 (0) 207 288 1444 during opening hours.

Do you offer click and collect services?

Yes, simply select ‘collect from store’ at the delivery options at the checkout, print off your order confirmation or order number and bring it with you to the store.


III. PAYMENT

What methods of payment are accepted?

Visa, MasterCard, and American Express are all accepted using the Stripe secure payments system.

Please note that you will confirm that the credit or debit card that is being used is yours. All cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

Is payment secure?

Yes, payment is 100% secure.

Transactions carried out on www.hexagone-uk.com are secured by Stripe, SquareSpace’s payment system partner. Being integrated into the e-commerce platform, Stripe will force HTTPS for all services and check that the connection with your browser is secure before sending your financial information. When you are asked to insert your credit card number, the secure connection will appear as the following in your browser: https://secure.squarespace.com/commerce/checkout?

All information communicated in order to process payment is encoded using the SSL (Secure Socket Layer) protocol. This data cannot be detected, intercepted or used by any third party, nor will it be retained on our IT systems.

Stripe has been audited by a PCI-certified auditor, and is certified to PCI Service Provider Level 1, which is the most stringent level of certification available.

Will my card details be retained?

Hexagone Boutique does not handle any credit card data for orders placed online so no card details are stored on our website. Your card details are entered directly onto the secure server hosted by our technical and financial partner. The card details you give us, encrypted on your own computer, will never circulate without encryption on the Internet.

Why is my payment being refused?

You have up to 3 attempts to pay for your order. If none of these attempts is successful, your payment will be refused and you will be redirected to a screen on our website explaining that your payment has been refused. Your payment may have been refused for different reasons: an error entering your card details, the order amount may have exceeded your payment limit, etc.

Before accepting any payments, our online card payment security system Stripe will verify both your Card Verification Codes (CVC) and your address with the credit card networks (Address Verification System). This means that the billing address must completely match the address held by your card issuer. If these details do not match the transaction will be declined by our payment gateway. If you have received an AVS error, and have had money debited from your account, the money is in 'pre-authorisation' with your bank and will be returned shortly. Please note, Hexagone does not at any point handle or process any card details or authorisations.

Why have I not received an order confirmation email?

Once your order has been placed, you should receive a confirmation email within minutes. If you can't see it in your inbox, it may have gone into your spam folder. If the credit card payment has gone through and you have not received an email confirming your order within 12 hours, please contact us at orders@hexagone-uk.com.


IV. DELIVERY

What is your Delivery Policy?

We aim to process orders within 48 hours, although at busy periods such as Christmas it may take a couple of days extra.

We use a combination of Royal Mail and courier depending on your order value and destination. Postal charges will be added to your bag after you have entered your delivery address, to ensure the correct price.

Do you ship Internationally?

Yes we do. We use a combination of Royal Mail and courier depending on your order value and destination. Postal charges will be added to your bag after you have entered your delivery address, to ensure the correct price.

International shipping is calculated volumetrically, so is determined by the size and the weight of the package.

If you would like a specific quote, if you would like to query a shipping charge, or if you have a special request, please email us at info@hexagone-uk.com.

Please allow up to two weeks for delivery of international orders.

Please do include a telephone number on International orders, as local couriers will need to contact you.

Please note that overseas customers may be eligible to pay local customs or duty charges; these are not included in your payment to us.

How long are your delivery times?

The following delivery times are given as indication and depend on the day and time of your order, as well as the selected carrier.

COUNTRYWORKING DAYS
United Kingdom2 to 5 days
Europe3 to 8 days
Other destinations5 to 10 days

What are the average delivery charges?

In the UK, we charge:

  • £3.50 for orders up to 500g
  • £5.50 from 500g to 1kg
  • £8.00 from 1 to 2kg
  • £11.20 from 2 to 5kg
  • £18.50 from 5 to 10kg

Please note that if the order contains a high value item (such as a silk scarves or leather bags), shipping costs will start from £11.20 as above to ensure the parcel is tracked and signed for.

For Europe, we charge:

  • £10 for orders up to 200g
  • £15 from 200 to 800g
  • £20 from 800g to 1.5kg
  • £28 from 1.5 to 5kg
  • £35 from 5 to 10kg

For the rest of the world, postage costs are as follows:

  • £12 for orders up to 200g
  • £22 from 200 to 800g
  • £32 from 800g to 1.5kg
  • £40 from 1.5 to 5kg
  • £48 from 5 to 10kg

Some bulky items (such as chairs and cushions) sometimes have an excess shipping cost. This is mentioned in each product's description.

If you would like a specific quote, if you would like to query a shipping charge, or if you have a special request, please email us at info@hexagone-uk.com.

Why have I not received my order?

First of all, check that you’ve received an order confirmation email. If you didn’t receive anything in your inbox, it is worth checking your spam folder. Then, you should have also received an email informing you of the dispatch of your order. If you have not received your parcel within the 2 days after your scheduled delivery and no note from the post office or courier has been left in your letterbox, please get in touch at orders@hexagone-uk.com.

What happens if my parcel gets lost?

Things occasionally go missing. All our shipments are fully insured and we will be happy to make a claim on your behalf if this should occur. Our policy is to refund in full or send a replacement once the required time has passed, stated by the relevant shipping company in their terms.

Unfortunately, if a parcel is lost or takes longer to receive than expected because the address given was incorrect or incomplete we cannot accept any liability for this – though we will help to try and resolve it. Generally we need to wait 10 days from dispatch to begin this process.

What should I do if my parcel is damaged on arrival?

On receipt of your parcel, if you see that the packaging is showing signs of damage, you may refuse the parcel, in which case it will be returned straight to Hexagone Boutique. We will look into the matter and if we confirm the damage either send a replacement or issue a refund.

What should I do if my item has a fault?

Hexagone Boutique pays particular attention to the quality of its products. However, should you find any fault, please inform us of the problem so that we can send you a replacement or a refund. We may ask you to return the faulty item. If we accept the fault, you have the choice of re-ordering your item (subject to availability) or taking a refund. Return charges will be at our expense.

What is your Return Policy?

We hope that you are happy with your purchases from Hexagone Boutique but if not, we can offer a refund on any item as long as it is returned in a saleable condition within 30 days. Please contact us for more information. Note, however, that we are unable to reimburse shipping costs and your card issuer payment fee.

If you have received a damaged or faulty item, please let us know, and we will do our best to resolve the situation as soon as possible.


V. PRIVACY

As a commercial website, we collect a certain amount of information that is required for processing orders. We make every effort to protect the privacy of our users and customers. As such we will not ask for personal details that are not required as part of your transaction. Any personal data collected by us online will be safely and securely stored and not shared with any third party.

In accordance with the Data Protection Act, you have the right to access, correct, modify and delete your personal data. You can exercise this right by contacting us by post or email at the following address:

Email: info@hexagone-uk.com

Address:
Hexagone Boutique
12B Camden Passage
London N1 8ED

Telephone: +44 (0) 207 288 1444

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VI. OTHER

Can I borrow products for a photo shoot?

You may indeed. For any press or photo shoot requests, please email us at info@hexagone-uk.com.

Can I use your pictures?

All images, text, design and graphics on this website are owned by Hexagone Boutique. We welcome people sharing our images, but please ensure a correct credit and a link to our site: http://www.hexagone-uk.com.

Do you sell wholesale?

Although we are not a wholesaler, we do sell to cafes, bars and restaurants as well as companies (corporate gifting). We also work with interior designers and decorators. Therefore, we can at times offer a discretionary discount on bulk purchases. Please do contact us on +44 (0) 207 288 1444 or email us at info@hexagone-uk.com if you have any questions.

Do you offer a Wedding List service?

Yes we do. Please email us at info@hexagone-uk.com if you are interested in a wedding list service.

Would you like to sell my product?

We are always keen to find new products. If you have a product that you think would be of interest, please email us at info@hexagone-uk.com.

Can I work for you?

We are a very small team, and although we welcome interest we do not currently have any vacancies.

What are your website Terms and Conditions?

Our website terms and conditions are available here.