REFUNDS & EXCHANGES
EXCHANGES
If your item does not fit as expected, you can request an exchange within 14 days of receiving your order.
Email info@xonotu.com with your order number, the piece you’d like to exchange, and the size you want.
We will provide you with the correct return address and instructions. Ship the item(s) back to us in accordance with the provided instructions within 7 days of the agreed return or we cannot accept the item. You are responsible for the return shipping costs.
Once your item has been returned and the exchange is approved, we will send out your replacement size - you will not be charged any additional customs or duties for an exchange.
Please check the sizing information and measurements provided on each product page before ordering. If you are having trouble with which size to choose, feel free to contact us and we will assist you as best we can.
RETURNS
Items returned to us must be unworn, unwashed and in their original condition, with all original tags attached.
If an item shows signs of wear, we may be unable to accept the return or exchange and the item may be sent back to you.
Please contact us before returning anything. We will provide the correct return address and instructions to make sure your return is handled properly.
If your item arrives defective, damaged, or you receive the wrong item or size, please contact us as soon as possible and we will do our best to resolve it for you. Where possible, we will arrange a replacement. If a suitable replacement is unavailable, or the customer requests, we will arrange a refund.
REFUNDS
We encourage customers to choose carefully using the sizing information provided on our website and, where possible, opt for an exchange.
We do offer refunds. Once your return has been received and inspected, your refund will be issued back to your original payment method.
Once processed, refunds typically take 2–7 business days to appear in your account, depending on your bank or payment provider.
Shipping costs and any applicable international customs duties or taxes incurred may be deducted from the refunds.
Nothing in this policy affects your statutory consumer rights.
DELIVERY ISSUES
Please double-check that your delivery address is complete, accurate and secure before placing your order.
In the unlikely event that your order is delayed, lost, damaged, or arrives with missing contents, please contact us as soon as possible and we will assist in resolving the issue.
To proceed with any investigation or resolution, we reserve the right to require the customer to contact the relevant courier service directly to report the issue and obtain further information.
This step is typically necessary to initiate a claim and enables us to pursue compensation where applicable. We may request proof of such contact, including claim reference numbers or written correspondence with the courier.
Following review of the issue and any supporting evidence, we may, at our discretion, offer a replacement item, store credit, or a refund.
We reserve the right to decline any claim where:
Insufficient or no supporting evidence is provided. The courier confirms successful delivery and no reasonable attempt has been made by the recipient to dispute the delivery or obtain supporting evidence. Or the issue is reported outside of the timeframes set out below.
All issues must be reported within:
14 days of delivery for damaged, defective, or incomplete orders; or 30 days from the dispatch date for orders that have not been received.
QUESTIONS
If you have any questions get in touch. We would always rather you contact us so we can assist in the best way: info@xonotu.com