FAQ – Frequently asked questions

Do you have a physical store where I can shop in person?

Yes. Our physical store is located at:

What are the opening hours of the physical store?

Monday–Friday: 12:00–20:00
Saturday: 11:00–19:00

Do I need an account before placing an order?

No. Registered customers can, however, use functions unavailable to unregistered customers, such as the wishlist, order history, reviews, address book and points programme.

Does every order need to be confirmed by phone?
No, but we reserve the right to confirm selected orders by phone.

What should I do if I have not received my order confirmation email?
Please contact us at info@kxmstore.pl.

Are all products shown in the offer available immediately?
Availability is shown on each product page. Products added to your basket are available from our warehouse or physical store at the time of ordering.

How do I use discount codes?

Before checkout, enter the code in the discount-code field and select “Apply code”.

How can I pay for goods purchased from KXM?
Available methods include:

Card payment and fast online bank transfer: these are processed by Przelewy24.

Bank transfer: a traditional bank transfer may be made through your bank. Your order is processed after the payment has been credited to our account.

Bank transfer details:

13 1030 0019 0109 8530 0037 2369

Effendi

Please include your order number in the transfer reference.

What are the bank transfer details?

13 1030 0019 0109 8530 0037 2369

Effendi

Please include your order number in the transfer reference.

How are goods shipped?
You can choose DHL Courier or DHL POP / BOX at checkout. With POP / BOX, select a DHL locker or collection point on the map.

What is the order fulfilment time?
Orders are usually prepared for dispatch within 1 business day. DHL transport usually takes 1–2 business days. Order processing and delivery do not include Saturdays, Sundays or public holidays.

Can I arrange a specific delivery time with the courier?
Please provide a current phone number with your order. The courier may then contact you before delivery.

How can I collect my parcel if the courier cannot find me at home?

If possible, please provide a work address or another address where you can be reached during the day. If the courier cannot find anyone at the address, they should contact you by phone to arrange delivery for another time or location. If the courier cannot reach you, a delivery notice may be left.

Can my parcel be sent to an address other than the one used during registration?
Yes. Enter the delivery address during checkout. Registered customers can also save several addresses in their address book.

If I order several products at once, do I pay for one or several parcels?
You pay for delivery only once per order.

How much does international delivery cost?
The cost of international delivery depends on the weight and dimensions of the parcel and its destination. Please contact us before placing an order to confirm the delivery cost.

Why was my parcel sent with a delay?
Please provide a current phone number, preferably a mobile number, so that delivery can be completed efficiently. A missing, incorrect or outdated number can delay or prevent delivery.

Do you send parcels by post or offer cash on delivery?
No. Orders are sent by DHL because of the speed and security of delivery.

How do I choose the right size?
We provide measurements to help you choose accurately. Measure a garment that fits you well and compare it with the product measurements in centimetres.
Do not rely only on labels such as XL or M: sizing differs between brands and collections, especially between European and US sizing.

Customers from Warsaw and the surrounding area can also try products on in our physical store.

How should I care for purchased clothing?
Always follow the manufacturer’s care instructions on the label. In addition:
– wash garments with similar colours to avoid colour transfer;
– wash trousers inside out where appropriate;
– set the wash temperature and spin speed according to the manufacturer’s instructions, as incorrect settings may damage the fabric or printed design;
– when ironing, follow the manufacturer’s instructions and use the appropriate iron temperature.

Can I exchange purchased clothing for another size?
Yes. You may exchange goods purchased in our online store within 14 days of receiving the parcel, provided that they are in their original, undamaged condition; show no signs of use, including odours; have not been cleaned or washed; and retain the original manufacturer labels, stickers and certificates.

For hygiene reasons, underwear cannot be exchanged or returned.

To exchange an item, use the return or exchange form, print the generated form and include it with the receipt and original packaging. Send the parcel to KXM Store, Marszałkowska 17, 00-628 Warsaw, Poland.

Can I return goods without giving a reason?
Yes. You may return goods purchased in our online store within 14 days of receiving the parcel, subject to the same condition requirements: the goods must be original and undamaged, unused, unwashed and returned with their original manufacturer labels, stickers and certificates.

For hygiene reasons, underwear cannot be exchanged or returned.

To return an item, use the return or exchange form, print the generated form and include it with the receipt and original packaging. Send the parcel to KXM Store, Marszałkowska 17, 00-628 Warsaw, Poland.