FAQ

We are currently in the presale phase, check our shipping policy for more information.

As soon as you complete your purchase at the checkout, we receive your order and the following things happen:

• Your order shows up in our system and we send you an order confirmation email
• We make sure to process the details and accept your payment within 24-48h
• We contact you directly if we spot any errors or have follow up questions
• Your order is forwarded to the warehouse for packing and dispatch
• You receive a shipping confirmation email containing the tracking link for your shipment as soon as it goes into transit

You can use your tracking link to follow the delivery all the way to your doorstep and anticipate when you need to be home to receive your new gear. Please consider that once you have received the shipping confirmation email, the package is in the hands of our delivery partner so you will need to reach out to them directly should you need to make any changes to your shipping address for example.

It is important you let us know as soon as possible. You should reach out to our Support Team with your Order#  at the following link and they will try to help you out right here.

• If your order has already been sent to the warehouse before our Support Team can step in, we are unable to cancel it at that point, so you will have to reject the package upon delivery.

• As soon as we receive the product back at our warehouse in an unused condition - including all original shipping labels and tags - we will issue the refund to your original form of payment. Please consider that a refund might take up to 3-5 business days to show up in your account, depending on your bank provider.

We recommend you return the item you have and make a separate purchase for the new item.

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. Items must be unworn, unused, with tags, and in original packaging.

• You can find a detailed description of our refund policy here

To start a return, you can contact us at hextaknewyork@gmail.com. If your return is accepted, we’ll send you a return shipping label and instructions.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved.

Our ski apparel features high-performance shells, ergonomic designs, water-resistant zippers, and multiple pockets for storage.

Currently, our products are available online. Please visit our website for more information.

You will find the size chart pops up when you click the big “size calculator” button, just underneath the “add to cart” option.

Please inspect your order upon reception and contact us if you have any concerns. Follow the care instructions provided with your product.

Yes, we occasionally offer discounts and promotions. Please visit our website or follow us on social media for updates.

We currently ship online orders only to locations inside the United States. If you are interested in purchasing product outside of the US, please visit one of our following online stores or visit your local dealer.

• For customers in China, please use the region chooser in the site navigation to find your country.

All shipping is free within the US on orders from $40.

• You can find all further information about our North American shipping policy right here.

We are currently in the presale phase, starting from December 1, 2024, and ending on December 15, 2024. During this period, you can secure your purchase in advance before our official shipping begins.

All orders will be processed and shipped within 7-15 days after December 15, 2024, depending on your location and carrier.

• As soon as the order is sent out from our warehouse you will receive a shipping confirmation email that will also contain the tracking link for your package.

Free shipping for all orders over US$40

Sorry, we currently do not provide express shipping.

Yes, you can track your order using the tracking information provided in your shipping confirmation email.