FAQ's

At Hoaxee, we aim to make shopping simple, clear, and stress-free. If you don't find the answer you're looking for below, our customer support team is always ready to help!

1. Where do you ship?

We currently ship exclusively within the United Kingdom.

2. Do you charge for shipping?

No! Shipping is always free on all orders, with no minimum purchase required.

3. How long will it take for my order to be delivered?

Orders generally arrive within 5–9 business days, depending on the destination and carrier.

The estimated delivery time is broken down as follows:

Processing: 1–3 business days (Monday – Saturday)

Transit: 4–6 business days (Monday – Saturday)

Orders placed before 3:00 PM GMT (London) on a business day are normally processed the same day. Orders placed after the cutoff time, on weekends, or on public holidays will normally be processed on the next business day.

4. Can I track my order?

Yes! Once your order has been dispatched, you'll receive tracking information by email when tracking is available.

Please allow up to 24–48 hours for tracking information to become active or for the first tracking update to appear.

5. Can I change or cancel my order?

If you need to change or cancel an order, please contact us as soon as possible at support@hoaxee.com.

We'll do our best to accommodate your request, but we cannot guarantee changes or cancellations once your order has entered processing or been dispatched.

6. What is your return policy?

We accept eligible returns within 30 days of delivery.

To qualify for a return, fragrance products must be unused, unopened, and in their original condition and packaging. Products that have been sprayed, tested, opened, damaged, or returned without the required original packaging may not be eligible for return.

  • Return shipping costs may be the responsibility of the customer for change-of-mind returns.
  • If you receive a damaged, defective, or incorrect product, Hoaxee will cover the return shipping cost for eligible claims and provide return instructions or a prepaid return label when applicable.
  • Refunds are generally processed within 7 business days after the returned product is received and approved.
  • Your bank or payment provider may require additional time to complete the refund.
  • Statutory consumer rights are not affected.

For more details, please see our Returns and Refunds Policy.

7. What payment methods do you accept?

We accept secure payments via:

  • Visa
  • Mastercard
  • American Express (Amex)
  • Discover
  • Diners Club
  • JCB
  • Maestro

Payment must be successfully authorized before an order can be processed.

8. Is my personal data safe?

We take reasonable measures to protect the personal information you provide when using our website or placing an order.

We use appropriate security procedures to help protect your information against unauthorized access, loss, misuse, or disclosure.

For more information, please see our Privacy Policy.

9. Do you offer gift cards?

Gift cards are not currently available unless specifically shown as an available product or service on our website.

If gift cards become available in the future, the applicable terms and conditions will be provided at the time of purchase.

10. How can I contact customer support?

We're here to help with questions about orders, products, shipping, returns, payments, or other store-related matters.

Email: support@hoaxee.com
Phone: +44 7456 095082
Address: 54 Oxgate Gardens, London NW2 6EB, United Kingdom

Customer Support Hours:

  • Monday–Friday: 09:00 AM–7:00 PM
  • Saturday: 09:00 AM–3:00 PM
  • Sunday: Closed (GMT-London)