Returns & Exchanges
Customer satisfaction is very important to us at XO Collectives.
If for any reason you are unhappy with your purchase, please contact us via email within 14 days of purchase date and we will do our best to rectify any issues.
We are unable to accept “change of mind” returns as the majority of our range is hand made to order and due to the custom nature of our products, we are unable to restock and resell these items for safety and hygiene concerns.
All handmade custom items are non-refundable.
All items are carefully checked and packaged with care before posting, however if an item does arrive and deemed defective we will happily replace the item.
All sales items are final. No exchanges or refunds will be given unless the product is deemed faulty and defective.
All refunds and replacements must be made within 7 days of receiving the item. Return postage costs will be at the buyers expense. Upon receiving the items back in their unopened state we will then process your order for replacement, store credit or refund. If you receive a refund, the cost of return shipping will be deducted from your total refund (excluding GST).
If the item was marked as a gift when purchased and shipped, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.
We do not refund if the incorrect shipping address is given by the customer. If the item is returned to sender, we will charge the customer again for the initial shipping costs.
The shipping address for your order is shown in the checkout and on your order confirmation and shipping confirmation emails.