Customers mention fast fulfillment and access to discounted designer items. Several reviews also describe major service breakdowns, including wrong shipments, long refund waits, and refusals to exchange. Communication varies widely, from quick replies from named agents to stretches with no response. Product feedback ranges from strong praise to isolated defects on arrival.
Examples from available reviews (Oct 2021 – Feb 2026).
Refund was significantly delayed and communication was poor, taking months.
“at this point 3months to issue a simple refund.”
Received incorrect SGD700+ items and experienced poor return and refund support.
“HBX’s customer recovery service is nonexistent”
Products are excellent and customer service is very fast.
“The products they handle are excellent”
HBX assisted with after-service repair and liaised with brand repair.
“willing to assist and line me up with the original brand’s repair service”
Many complaints point to order mistakes and poor follow-up on expensive items, such as wrong shipments and exchanges being refused. Other reviews describe quick resolutions, including canceled orders, same-day changes, and repair referrals arranged by the team.
Shoppers often cite competitive prices on designer boots and shoe prices that came in lower than expected. A few reviews mention shipping fees and small compensation for defects that customers felt was not enough.
Several reviewers describe fast processing and delivery arriving in three to four days. A smaller group reports packages stuck in customs or tracking that did not update.
Multiple customers say items arrived in good condition and matched the descriptions. A few isolated reviews mention defects on arrival, including peeling paint and broken clips.
Many reviews mention agents by name and describe clear, fast replies, sometimes in the buyer’s language. Other accounts report no response by email or WhatsApp and vague updates about customs or returns.
Feedback splits between very smooth purchases and serious service failures. Positive reviews focus on price and speed, while negative ones center on unresolved refunds, return problems, and costly order mistakes.
For each review, the core experience based on original source reviews.
Sources: External Source (20) · Trustpilot (5) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Refund was significantly delayed and communication was poor, taking months.
“at this point 3months to issue a simple refund.”
Item stuck in customs and HBX failed to assist despite multiple contacts.
“all they tell me is I HAVE TO CONTACT FEDEX MYSELF”
Customer service agent responded kindly and in the reviewer's language.
“The agent who's contacting the buyers and replying the emails is really kind”
Customer found help super helpful and on time.
“Super helpful and on time”
Products are fun and priced well but suffer quality defects and poor support.
“Support sucks a lot!!!”
Received a defective item but was only offered small compensation.
“only offered either a 10% refund or a 15% discount code”
Received wrong high-value items and got no response for five days.
“no replies at all from their email or their WhatsApp”
Customer inquired about wholesale, restock, and distributor for vinyl.
“Subject: Inquiry on wholesale/restock of Keshi – The Reaper vinyl”
Products are excellent and customer service is very fast.
“The products they handle are excellent”
Received incorrect SGD700+ items and experienced poor return and refund support.
“HBX’s customer recovery service is nonexistent”
Order shipped in four days after a big discount.
“it was shipped in just 4 days!!”
Reviewer described their experience as wonderful.
“Wonderful.”
Shoes developed paint peeling and customer service refused assistance.
“The paint is peeling off the front of the shoes”
HBX assisted with after-service repair and liaised with brand repair.
“willing to assist and line me up with the original brand’s repair service”
Jayce responded very promptly and answered all queries well.
“Very prompt reply.”
Found authentic Margiela boots at a great price with very fast shipping.
“I found a pair at HBX (size 39) for $660!”
They sent wrong-sized pants and refused exchange because item was on sale.
“They send the wrong size of pants and then refuse to exchange them because they’re on sale.”
Shoes were much cheaper despite high shipping, and arrived in three days.
“I was so relieved to receive the shoes 3 days later.”
HBX shipped the package quickly before the reviewer’s trip.
“HBX send the package before I leave, very fast on time !!!”
Shipping status stuck on 'Flight Arrival' with no customs updates.
“The shipping status only shows "Flight Arrival" and no customs clearance arrangements have been made.”
HBX promptly cancelled the order after the customer's mistake.
“I made mistakes for my order,and l really appreciated HBX helping cancel my order immediately!”
Refund was issued but the reviewer had not received money after seven days.
“I got a refund but I haven't recieved the money yet.”
Customer received a very quick and clear reply.
“Super quick reply and that was very clear for me!”
Customer alleges HBX refused refund and mishandled returned item.
“You’re a pack of crooks. Absolutely awful and completely dishonest customer service.”
Jayce helped modify my order immediately.
“Jayce help to modify my order immediately, wonderful”
Been buying a few things from HBX for a while now, and they never disappoint. I recently ordered a Carhartt bag that had a carabiner clip on it, and it arrived fairly promptly and had lots of updates, which was great. The quality of the item was true to the description and was packaged extremely well. Shipping costs were very reasonable too, and I was thoroughly impressed with the prompt delivery considering it was shipped from Hong Kong to Australia, and it only took a week to arrive. Unfortunately, the clip broke, and I was really impressed with how quickly and professionally they sorted everything out after contacting them. Will be ordering from HBX again in the future.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
HBX is an online retailer focused on streetwear, sneakers, and designer fashion. It sells apparel, footwear, and accessories from global brands. Customers order online, track shipments, and contact support through email or messaging. HBX ships internationally and offers standard e-commerce tools such as order management, return handling, and customer service contact options.