FAQ

All orders are dispatched from our UK or EU warehouse. 

For shipments outside the UK and EU, customs duties are not included in the shipping cost. Additional charges may apply upon delivery.

A pre-order allows you to reserve an item that is not yet available for sale but will be released soon. Once the product arrives in the warehouse, it will be shipped to you within the timeframe specified on the purchase page.

When you make a pre-order, your credit card is charged immediately. If your order includes both available items and pre-order items, the shipment will be divided into two phases: the available items will be shipped using standard methods right away, while the pre-order items will be shipped as soon as they are in stock.

We accept returns within 30 days of receiving your item. For the returns and exchanges, please email returns@qwx2.shop, and we'll guide you through the return steps.

Please note that return shipping and its costs including any duties or taxes are your responsibility. If duties and taxes are charged to us, we have the right to refuse the shipment. Also, if you are requesting a refund for an item you paid duty for, we are unable to refund the duty as it is not collected by us.

To receive a refund, the item must be returned in the same condition in which it was shipped - new, unused, and with all designer tags attached to the clothing. Refunds that do not comply with our policy will not be accepted and will be sent back to you.

Once the return has been received at our warehouse and accepted by the Quality and Control team, the refund will be processed via the original payment method. Please wait up to 7 business days to process your refund. You will receive a confirmation email when your refund is completed.

In the unlikely event that your order sells out after purchase, we will notify you and offer an exchange for a different item of equal value or provide a refund.

Once an order is placed, we are unable to make changes or cancel it. If you decide to return your order after receiving it, please get in touch with info@qwx2.shop, and they will assist you with your request.

What should I do if my order is marked as delivered, but I haven't received it?

Occasionally, deliveries marked as delivered may encounter the following scenarios:

A neighbor, roommate, or building doorman might have accepted the package on your behalf.
The postal carrier could have placed the package discreetly to prevent theft.
It's possible that the postal carrier marked the package as delivered a few days in advance.
If you still need help locating the package, please verify the shipping address on your order confirmation to ensure it was sent to the correct address.

If the package hasn't arrived after three business days, please contact info@qwx2.shop with your order number. We can assist you in filing a claim with FedEx (USA and International) or DPD (UK and Europe).

Please note: Couriers may take 10 to 15 business days to process a claim. We are not liable for lost, undelivered, delayed, or damaged packages.

Once your order is handed over to the courier, you’ll receive an email with a tracking link. Simply follow this link to track your shipment online.

Please note that we cannot be held responsible for lost or stolen packages. If your tracking information confirms delivery to the shipping address provided at checkout, we are unable to issue refunds or replacements. However, we understand that these situations can be frustrating, and our team is here to help. If you need assistance, please reach out to us at info@qwx2.shop, and we’ll do our best to support you.

Unfortunately, the shipping address cannot be changed. If you have any questions or concerns, please reach out to us at info@qwx2.shop.

If the product you received is damaged, please email photos of the damaged item, a brief description of the damage, and your order number to info@qwx2.shop. We will follow up with you regarding the next steps as soon as possible.

Yes, your payment is secure. All transactions on our website are processed through Stripe Payments, a trusted and secure payment processor. Stripe uses advanced encryption, tokenization, and fraud prevention measures to protect your payment information, ensuring your details are always safe.