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Returns/Exchanges for 60 Days

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Free Worldwide Shipping on orders over £50

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Have a Question? Chat to us on Live Chat

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Business as Usual During Covid-19

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Deliveries & Returns

1) DELIVERY

 

Free Standard UK & Worldwide Shipping (3-5 Working Days) Included with all purchases when you spend over £50.

 

Express UK & Worldwide Shipping (1-2 Working Days) available on selected products.

 

Deliveries are made to the delivery address given at time of order. Customer accepts full responsibility for ensuring accuracy of information provided. 

 

You accept and agree that we will not be held liable for deliveries that are delayed.

 

You accept and agree that we will not be held liable for deliveries that go missing. However we will make like for like replacements if a delivery goes missing due to the fault of a 3rd party (i.e. courier) after a sufficient time period has elapsed and after you agree to assist us in any subsequent investigations for compensation from said 3rd party.

 

We do not deliver to PO Box or hotel addresses.

 

We will only refund outbound postage costs if paid for at the time of purchase for the least expensive common/standard delivery method.  The cost of expedited and priority services will not be refunded over and above that of the least expensive common/standard delivery method.

 

We have depots in the UK, US and China. Dependant on the product line is where this would be dispatched from. If you are ordering multiple items it is not uncommon for these to arrive in separate packages as these may have been dispatched from more than one depot.

 

For information on tracking your order click here - 

https://xoldn.com/pages/track-my-order

 

2) RETURNS & REFUNDS

 

RETURNS & REFUNDS

 

Our Returns Policy applies to all purchases made on XO LDN.

 

Returns and Exchange Policy

 

If you are not entirely satisfied with the product purchased, you can return within the ‘cooling off’ period of 60 days (UK)/60 days (International). Up to 30 Days you'll be entitled to a full refund, 31-60 days you will receive a voucher to spend on our website. Please note, this does not include the return postage fee.

 

You may decide whether to return an item to us for a refund or exchange, but your return must be received by our customer care team within 60 days (UK)/60 days (International) of receiving your order to be eligible for a refund/exchange. The value of the refund or exchange is limited to the total cost of the returned item(s).

 

If you wish to return a Product to us, either under the rights provided by the Regulations or if you believe the Product is damaged or is the subject of a fault, and you are relying upon your statutory rights and/or you believe that the Product is covered by our warranty, you should not make further use of the Product. Use of the product can in circumstances outside of the Regulations lead to a reduction in the amount of refund you may be entitled to.

 

To initiate a return within 60 days (UK)/60 days (International) of the receipt of your goods, the following process must be followed:

- Download and fill out our returns form (click here to download)

- Return all original packaging

- Include your order number, name, address and contact info

- Address your package to the returns address noted below

- Contact us if your item is faulty/wrong.

- Quality checking/assessment will take place once the item(s) are received.

- Once received and checked you will receive an email (quoting your Returns reference number) which will confirm any further course of action if necessary.

- We will refund any money received from you equivalent to the full cost of the item(s). Refunds can only be issued using the same method originally used by you to pay for your purchase.

 

All returns items to be sent to:

XO LDN,

Wood Glade,

33 Coles Gardens,

Poole, Dorset,

BH15 4DX

United Kingdom

 

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FAQ's

 

Where is my order?

For info on tracking your order, head to the 'Track My Order' page using this link - https://xoldn.com/pages/track-my-order

We will keep you updated on your order via email (if you haven’t received any emails, please check your spam/junk folder). You can track your delivery a number of ways; on your shipping confirmation email, which you will receive when your order has been dispatched. Alternatively you can track your order in your account. Or ask our Customer Care team via email ([email protected]) to assist you further.

 

Why is my order coming from another country?

We have depots in the UK, USA and Asia. Dependant on the product and/or collection this will be dispatched from one of these.

 

Why is my order coming in separate packages? 

We have depots in the UK, USA and Asia. Dependant on the product and/or collection this will be dispatched from one of these.

If you have ordered more than one product they may be dispatched from multiple locations/depots of ours, resulting in separate parcels being delivered. 

Please note it is not uncommon for these to sometimes arrive at different times, therefore if one has arrived and you are awaiting one or more to arrive, then please check your tracking and the other/others will not be far behind.

 

How to make a return and an update on our returns timeframe:

- Download and fill out our returns form (click here to download)

 - Return your item to XO LDN, Wood Glade, 33 Coles Gardens, Poole, Dorset, BH15 4DX

- You have up to 60 Days to return*

- *You have up to 30 days from the date you receive your order to return it for a refund/exchange

- *If the clothing is returned between 31-60 days you will either be able to exchange the item or receive a gift voucher from XO LDN instead.

- It can take up to 10 working days for your order to reach the warehouse and be processed.

- Refunds can take up to 14 working days to show on your account.

 

What happens if I receive a faulty item?

As soon as you discover a fault, please contact our Customer Care Team via email with the following information:

- The order number

- The faulty item's name and number

- A description of the fault

- Photograph of the fault

 

Can I cancel or change my order?

We begin processing orders as soon as they are placed, for this reason we are unable to cancel or make changes to orders.

Once shipped, orders cannot be changed, amended or returned therefore if you wish to return the item.

If you wish to return the item, please follow the steps above to initiate the refund/return/exchange process.