You will find below answers to the most frequently asked questions. If you can't find an answer to your question in the list, please contact our customer service at support@hexagona.com.my.
GENERAL
Q. Where are Hexagona products manufactured?
Our products are created and designed in France and manufactured in China by our own France-Chinese team. Our factory is solely dedicated to the production for Hexagona and it is controlled by the founders of our brand. Our products comply with European standards. To find out more about Hexagona's story and brand, please visit About Hexagona page.
Q. How to create an account?
Go to the “My account” section in the menu bar at the top of the page. Select “Register Account” to continue. Then enter all requested information and click on “Continue” to create an account.
Q. How to change my account personal information and shipping address?
Log-in your account → Click on “Account Maintenance” → Edit your account information and Shipping address.
Q. I forgot my Password for my account.
Click on “Lost Password?” and fill your email that used to register the account in the box.
Click Submit.
A verification token will be sent to you. Once you have received the token, you will be able to choose a new password for your account.
Q. How to subscribe to the newsletter?
If you have set up an account, log into your account, go to “My Account”, click on “Newsletter” and tick the Subscribe to the Newsletter box. Alternatively, you can enter your email address in the Subscribe to the Newsletter box found in the bottom right-hand corner on each page of our website.
Q. How to unsubscribe to the newsletter?
You can unsubscribe to the Hexagona Newsletter, simply by clicking on the unsubscribe link at the bottom of the page of the latest newsletter you have received. You can also unsubscribe by logging into your account, go to “My Account”, click on “Newsletter” and tick “No” to the Newsletter Subscription.
ORDERS
Q. How to place an order?
To order your purchase :
Click “Add to cart” button on the products you wish to purchase.
Click “Continue Shopping” to continue add other products into the cart or click “Checkout” to proceed your payment for the products.
You'll reach a log in page where you need to log in your account using your Username and Password. If you don't have an account created yet, you need to register an account before you proceed your payment.
You'll need to confirm your shipping address on the “Shipping Address” page and click “next” button.
From here, you need to select your shipping methods and click “next” button.
Next you'll need to choose your payment method then click “next” button.
After the steps before this have been done, You need to reconfirm your billing details and agree on the terms and condition.
Click “Confirm Order” to complete the order.
Q. How to use a promotion code?
If you have a promotion code click on Cart and enter the code in the Voucher box in the checkout section before completing the order. The promotion will be deducted directly from the total value of the cart.
Q. What are the payment methods available?
We accept payment by Visa or Mastercard Debit and Credit Cards, as well as by Paypal.
Q. How to get a copy of the invoice?
To get a copy of the invoice, log in to your account, go to “My Account” and then “Order History”. Then select the order for which you would like a copy of the invoice. You will then be able to view and download a copy of the invoice.
Q. Can I cancel an existing order that has been made?
Yes, only if the order is still on pending status. Please send an email to our customer service email at support@hexagona.com.my with the message title “Request to cancel order” in order to inform us about the cancellation order. Orders that are in shipping or shipped can’t be canceled.
Q. Is the payment secure?
The payment is entirely secure thanks to the online payment system of our partner Ipay88. Your bank details are only exchanged on the internet in an encrypted format, which means that they are coded in a way that makes them unreadable. When you type in your card number to make your purchase, the date is transmitted in its encrypted version to the bank, not to Hexagona.
RETURNS
Q. Can I return my purchase?
If you are not satisfied with your purchase or if it is faulty, items can be returned within 14 business days from delivery. Items must be returned in the original packaging and condition; attached with the original tags, unused, unsoiled and unwashed. Please contact us at support@hexagona.com.my to request for a return.
Q. How much does a return cost?
Costs of returning an item are at the customer’s expense and may vary depending on the type of delivery service chosen for the return. Should an item be faulty on reception, Hexagona will pay for the return costs. Items must be returned in their original, unsoiled condition and in their original, undamaged packaging, attached with the original tags. Please contact us at support@hexagona.com.my to request for a return.
Q. When will I receive the refund?
Customers will receive a refund of the price invoiced for the item (delivery fees included) in a maximum of 30 days after the date of Item received by Hexagona.
DAMAGED OR FAULTY ITEM
Q. What do I do if I get a damaged or faulty item?
If the purchased product is faulty prior to being used – a manufacturing defect or product is faulty on reception – you can request to return the item by writing to us at support@hexagona.com.my within 72 hours after receiving the item, stating that the item was received damaged or faulty. In that case, we will fully refund the return delivery costs.
PRIVACY
Q. How do you use the personal or private data in my account?
The information in our Hexgona account is strictly used within the limits of your commercial relationship with Hexagona. This information is not shared or sold to third parties. The banking information (card number, expiry date, number) is not held by us as any bank transactions are dealt with directly, and totally securely, by our banking partners.
Q. What are cookies? How can I deactivate them?
Cookies allow the site to remember important information that will make your use of the site more convenient by recognizing your computer so that we remember it when used to return to our website. “Cookies” are text-only files that a website transfers to an individual’s hard drive, or other website-browsing equipment, for record-keeping purposes, without time limit. You can disable cookies at any time by following the instructions provided by your particular browser.
OTHERS
Q. I still have doubts!
Sorry that we're unable to clear your doubts in the F.A.Q page. Please kindly send us an email to support@hexagona.com.my for us to clear your doubts.
