Refund policy
30 Day Returns Policy
Our 30-Day Money-Back Guarantee is designed to give you peace of mind.
Changed your mind? If you aren't delighted with your purchase, as long as the item is unused and still in its original condition and packaging, you can return a product within 30 days and we will happily refund the purchase price. Please contact hello@xootz.co.uk to initiate a refund.
Product/s that were purchased and delivered with a promotional Free Gift must be returned with that Free Gift to receive a full refund for the original item purchased. We reserve the right to deduct the current website price of the Free Gift or promotional item, should the return be delivered without this item included.
Please visit our Delivery & Returns page for more info on standard delivery and returns.
Christmas Delivery & Returns Policy
Any orders placed between the 1st November and 25thDecember will be covered under our extended Christmas returns policy. Orders placed within those dates will be eligible for return up until and including the 31st January of the following year.
Pre-orders will also be eligible for this extended return if shipped between the 1st November and the 25th December.
Christmas returns are subject to our standard return terms and conditions.
Order by the 19th December for delivery in time for Christmas. Orders placed after 2pm on the 19th December through to 4th January will take 3-5 working days for delivery.
Returning An Item
You can return any order within 30 orders from your purchase date, as long as the item is still in its original condition and in a resalable condition.
All returned items should be sent in their original condition and packaging. If an item is returned to us damaged or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. We do not accept returns for unwanted items after the 30 days. If you do try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
When returning items back to us we recommend using a trackable shipping method and keeping hold of your proof of postage in case we need to look at it later on.
How Long Will My Refund Take?
Your payment card should be credited within 10 business days of the time that you receive this email. The return credit should be reflected on your statement within one or two billing periods, depending on your financial institution's billing cycle.
What Should I Do If I Receive An Incorrect Or Faulty Item?
Products sold as outlet stock may have damaged or imperfect packaging but remain fully functional and are sold at a discounted price. By purchasing outlet products, buyers acknowledge and accept the imperfect condition of the packaging, and these products cannot be returned due to packaging damage alone.
Can I Exchange An Item?
We are unable to offer exchange on items currently. You can return your item for a refund and then purchase a new item.
How Do I Cancel My Order?
To cancel an order, please contact us via telephone no more than 1 hour after placing your order. Unfortunately, in busy periods we may not be able to respond to email or contact form cancellation requests before your order has been processed.
As we use paperless batch picking, your order may be processed beyond a point where it can be cancelled very soon after it has been placed. If this is the case, you can either refuse the delivery or arrange for the item to be returned.
Under the Distance Selling Regulations, consumers have the right to cancel within a time limit of seven working days (not including weekends or bank holidays) after the day on which you receive the goods. If you choose to cancel your order, we require you, the consumer, to pay the cost of returning the item to us.
If you have a question or would like to make a change to your order then please visit our contact page.