FAQ: Size & Return


How do I order and make a payment?

1. Select the style, color, and size you want

2. Make sure to give us your full name, delivery address, phone number, and email.

3. Pay via bank transfer, credit card, or PayPal

How do I measure my size?

IMPORTANT*** Please follow these steps for the best fit.

Stand on a piece of paper against the wall and mark your feet at the longest point (you may want to get a friend to help!). Measure to determine shoe size. See our shoe size table.

For example, if your foot is longest at 237 mm, then you are a 37. But if you have slim, narrow feet, thin-bodied ankle, please drop one size down to 36.

Our sizes are more American, which runs a bit large. We also specifically make our shoes a little loose for long hours standing and for walking comfort.

Can I change exchange for a new size if they don’t fit?

Within three days of receiving your shoes, please email us requesting the exchange and pack them back, in an unworn condition, with the complete accessory set (shoe tree, storage bag, shopping bag, etc.).

We’ll happily send you the new size for free, but you are responsible for the cost of returning the original shoes to us.

What if there's a defect?

We have a 30-day free repair policy. If you notify us of the defect within 30 days of receiving your shoes, we’ll happily repair or replace the defected pair. After the 30 days, you may be charged for any repairs or replacements. Please note that customers pay for the shipping cost of sending the shoe back. Once the shoe is fixed, the shipping cost back to you is on us.

I don't want the product anymore, can I return it and get a refund?

We are committed to make sure you are happy with our products and customer service, so we have the best QC system possible and a 30-day after-sales service policy. We do not offer refunds on returns without cause.

Can you give me a discount?

All our members get a 10% discount! Simply go here and complete the registration to join!

When will I receive my products?

We immediately fill orders after receiving payment confirmation. If a product is out of stock, you can pre-order and pay in advance. We will inform you as soon as possible on the fastest delivery date.

Can I get custom-made shoes in your styles?

Of course! Please email us at [email protected] The starting price for a custom-made pair of HEXA shoes is 10,000 Thai Baht.

How do I tag you in my posts?

Tag your Instagram or Facebook pics with #hexabangkok or #ilovehexa or post here after following our page!

Our Return Policy

1. To avoid problems, customers are encouraged to check their size with our chart.

2. People with small, thin-framed ankles, and narrow feet should pick one size down.

3. We will take full responsibility for the return/exchange if we ship the wrong size (i.e. not the size ordered), as long as we are notified within 3 days of receipt.

4. If the correct size was delivered but the shoes don’t fit properly, you just have to pay for returning the shoes, and we’ll happily ship you one with a shipping charge for 20$

5. Returning the shoes: please email us requesting the exchange and pack them back, in an unworn condition, with the complete accessory set (shoe tree, storage bag, shopping bag, etc.)

Maintenance & Care

Recommendation: Wet wipes and air dry. With a little care and some precaution, HEXA products can look like new for many years. To preserve the beauty and exclusivity of the material, it is important to immediately remove any stains or dirt. Spot cleaning works fine with mild soap. But please, do not bleach, iron, dry clean, or machine wash or dry any of our products!