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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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FAQ's

XO LDN - We Care About You

Here's a list of frequently asked questions:

 

Where is 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 using your order number and email address with our on-site tracking system here - https://xoldn.com/apps/tracktor/track

If you need further assistance, 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:

 - Returns are free and trackable.

- 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.

- *If the clothing is returned between 31-60 days you will 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

 

I am missing an item from my order, what should I do?

XO LDN are sorry that there's an item missing from your order. Before contacting our Customer Care team via email ([email protected]) we recommend checking the following:

 - We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

- If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may be have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.

 

How long will it take me to get my order?

With our standard delivery you should receive your order within 7-14 business days, with express UK delivery 3-6 business days.

 

Please note, due to Covid-19 making a slight delay to our shipping process.

 

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.

 

What should I do if the item I like is out of stock?

All items that are displayed on the XO LDN website are in stock, unless it states otherwise. If your item is no longer in stock, then please contact us so we can request more of these items.

If you hold an account with us, then you can contact us and we will put you in the waiting list for the required item. We will take your details and ensure that you are made aware as soon as the item is available.

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If you have any additional questions, please reach out to our customer care team: [email protected]