Frequently Asked Questions
IMPORTANT: our website charges in USD but ships from British Columbia, Canada. Import fees into the USA start for orders valued $800USD and more, below this amount customs will not be charged.
Can I edit my shipping address or order items if they are wrong?
We aim to give you the quickest shipping experience possible and so we chose an amazing warehouse partner. Our warehouse pulls orders through to ship every 15 minutes and operates 24 hours Monday-Friday, (and weekends for sale periods like Black Friday) fulfilling your CXIX orders rapidly! They ship thousands of orders per day and we are one of their many clients. Because of this, once your order is confirmed at checkout we cannot edit the shipping address, or order items - at all, ever. Please be super careful to select the correct sizes when checking out, as we will not cover the cost of any order mistakes made by the customer.
If you need to return items you can do this through our returns portal.
If I have placed my order, can I add something else to it?
We have improved our shipping and all orders are processed within 30 min of placing an order, so unfortunately we are unable to amend orders once they have been placed.
From placing my order how long does it take to ship?
Orders are picked and packed 24 hours a day, Monday through Friday.
Average Standard Delivery times:
Canada: Est. Delivery 3-9 business days.
USA: Est. Delivery 4-8 business days.
ROW: 7-14 business days.
Express options available at checkout. Shipping times vary depending on customs of your local country.
For delivery to PO Boxes maximum weight is 5kg / 11lbs.
We do not ship on local Public Holidays.
Do you ship abroad?
Yes we ship internationally from our Canadian warehouse! Shipping prices are on our checkout page. For international orders, knowing the customs process and customs charges associated is entirely the customers responsibility, and is to be managed / paid by the customer.
We also have a site in the UK (cxix.com).
Shipping abroad, who is handling my package?
Couriers will handle your package through the process, for Canada Post once the parcel leaves Canada it will be in the care of your national postal service. The tracking number provided on your order confirmation email can be used on your national postal services tracking site for fully up to date information.
Are the sizes the same across all Collections?
We aim to keep our sizing as consistent as possible across all our collections. However, due to product construction, fabrics and cuts there can be some variation. Check our size guides here.
Do you offer Buy Now, Pay Later?
We currently offer:
AfterPay for - USA, Canada & Australia.
See individual product pages for payment breakdown & conditions.
If I have Pre-Ordered an item when should I expect it to arrive?
Expected delivery times for pre-orders are different for each product. Please check the product's description for updated information.
Please be aware that pre-order delivery dates may change due to external circumstances, but we will notify you of any changes as soon as possible.
I can’t apply my sales discount code?
Sale codes can only be applied for the sale period. Codes and discounts cannot be applied retrospectively.
In sale periods some discount codes will be deactivated.
All Gift cards can of course still be used.
If you are still having problems, please contact customer service at email@example.com.
Can you mark an order as a Gift?
We are required by law to display the correct value of your order, it is illegal to edit or amend this. Please do not email this request.
I have entered incorrect shipping address.
It's the customer's responsibility to enter a correct address at the checkout, unfortunately we cannot guarantee we can recall or divert the order once it has been processed, and cannot compensate unless it has been returned to us.
What is CXIX’s return policy?
You must return your item(s) back to us no later than 45 days from order. You are responsible for the cost of your returns and can purchase a shipping label via our returns portal. If 45 days have passed, unfortunately we cannot accept the return, no exceptions.We offer exchange or store credit only. All exchange requests are processed subject to stock. If the item is unavailable you will be contacted by our Customer Service team to organise an exchange for something else or store credit. For more information please see our full return policy.