Refund policy
XS Return and Exchange Policy
At XS, we believe that returning purchases should be just as straightforward as buying them. That's why we've crafted a simple, hassle-free return and exchange policy. We're always here to assist you throughout the process!
How Does the Return Policy Work?
We understand that sometimes you may change your mind about an online purchase. If you decide to return an item you no longer want, just send it back within 30 days of receiving your order for a full refund or exchange. However, ensure the item is:
- Unused
- Undamaged
- In its original packaging with tags still attached
Due to hygiene considerations, certain items such as wigs, hosiery, underwear, and swimwear can't be returned or exchanged. If you're uncertain if your item falls into this category, please contact us before sending it back.
Who Covers the Return Shipping Cost?
If you're returning an item because you've changed your mind, you'll need to cover the return postage cost. However, we stand out from other companies by refunding you the full cost of the items plus any delivery charges you paid when placing your order!
What If I Receive a Faulty or Wrong Item?
In the rare event that you receive a faulty item or an item that you didn't order, we take full responsibility. We'll rectify the situation as quickly as possible.
Can I Return Online Purchases In-Store?
Please note, our Irvine store can't accept returns for online orders. All returns from online or phone orders should be sent to our head office, following the instructions provided below.
What About Exchanges?
Exchanges are simple! If you need a different size or colour, send back the unwanted item at your own cost. We'll send you your new item for free, so you won't have any additional delivery charges. For faster service, we recommend re-ordering the item in the size or colour you prefer and returning the unwanted one for a full refund.
How to Arrange a Return or Exchange
Follow these steps to arrange a return or exchange:
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Contact our customer service team by either:
- Calling us at 01294 204004 (Mon-Fri 8 am - 4 pm)
- Emailing us at support@xs-stock.co.uk
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Explain your reason for the return. If the item is faulty or damaged, please include as many clear images as possible. This will help us determine the best solution for you.
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Please wait for our team to authorise your return. We highly discourage sending items back without our prior approval.
Remember, we're here to help make your return or exchange as smooth as possible.
Contact Us
If you need help with the return process, our customer service team is ready to assist. Reach us by phone at 01294 204004 or email support@xs-stock.co.uk (Mon-Fri 8 am - 4 pm).
Returns Address
Please send all returns to:
XS Stock.com Ltd
3 Brewster Place
Riverside Business Park
Irvine KA11 5DD
Please remember that this policy does not affect your statutory rights.
For our full Terms & Conditions please click here.