Orders and Returns
Our goal is to offer you the best shipping options, economic and effective. Every day, we deliver to hundreds of customers, ensuring that we provide the highest levels of responsiveness to you at all times.
Time frame for order delivery is divided into two parts:
Processing time: Orders are processed and shipped from Monday to Friday, within 5-7 business days. Orders placed on holidays or weekends will begin processing the next business day. If items you ordered are out of stock or delayed for shipping we will notify you by e-mail.
Shipping time: This refers to the shipping option you choose and it takes for items to be shipped from our fulfillment center to the destination. Shipping times are based on our best estimate, however, delays can occur in transit or due to holds at your local custom office, so it may take longer for an order to be delivered.
* Due to COVID-19, shipping time may take longer than estimated.
WHERE WE SHIP TO:
|Countries||Standard Shipping Rates
& Delivery Time
|Express Shipping Rates
& Delivery Time
|USA, UK, Australia, HongKong, Germany, France, Italy, Netherlands, Sweden, Austria, Mexico||free
|Japan, India, Singapore, Malaysia, Thailand, Indonesia, South Korea, Spain, Ireland, Denmark, Belgium, Finland||free
*All prices shown above in USD.
Products on our website are not available for the following locations:
Argentina, Armenia, Ascension Island, Azerbaijan
Chile, China, Costa Rica
Ecuador, Egypt, El Salvador French Southern Territories Georgia, Greenland
Iraq, Isle of Man Kazakhstan, Kuwait, Lebanon Moldova, Morocco
Nigeria, North Macedonia Pakistan
San Marino, Serbia
Tristan da Cunha
U.S. Outlying Islands
Ukraine, United Arab Emirates etc.
DUTY & TAXES
It is the responsibility of the customers to take the custom duties on international shipment which varies by country
XoKool is not responsible for the packages that may be lost or stolen in delivery.
Cancellation ( if applicable )：
We accept order cancellation before order is shipped. If the order is cancelled successfully, you will get a full refund. Contact us via support before the cancellation. The refund will be applied to the original payment method within 1-3 business days.
*We CANNOT cancel the order if the order has already been shipped out.
Return & Exchange
We gladly accept returns or exchanges on items within 30 days of delivery date. However, customers are responsible for shipping fees if customers ordered the wrong size or unwanted . Please note, you need to contact us via mail before you return or exchange your items.
To be eligible for return/exchange, the following requirements must be met：
1. You must make sure that return items are unworn, unwashed, unaltered or unused in their original condition and package, with all tags attached and anything needed but not mentioned here for second sale.
2. Any indicators of use for photoshoots or production do not comply with our return policy.
3. We reserve the right to refuse return request that the 30 days of delivery period has expired, or showing signs of wear, or anything that does not meet the above return criteria.
4. We recommend a shipping method with proof of delivery or tracking number. Return shipping and any reverse duties are the responsibility of the customer. XoKool will not be held liable for parcels damaged or lost in transit.
5. Please allow 1-3 business days of our feedback. Your patience is highly appreciated.
How to Return
1. Please email us at info@XoKool.com and indicate the item(s) you would like to return and the reason. In the email, please include your order number and some photo evidence about the return products in their original condition with package and tags.
2. Proof of purchase is required prior to return.
3. The return address will be informed in the email. Please do not send your return to the address on your package, which is not our return address and will affect the processing of return.
4. Send us your return tracking number to expediate the return process.
5. Please allow 3-6 business days for our warehouse to inspect all return items.
How to Exchange
1.Please email us at firstname.lastname@example.org and indicate the item(s) you would like to exchange and the reason. In the email, please include some photo evidence about the exchange products in their original condition and package/tags.
2.Proof of purchase is required prior to exchange.
3. The return address will be informed in the email. Please do not send your return to the address on your package, which is not our return address and will affect the processing of return.Send us your return tracking number to expediate the exchange process.
4.Once we have received your return items, we will send a new package to you.
Refund Processing Time
We will need 3-6 business days upon receiving your item(s) to process the solution.
● Paypal account refunds: Up to 48 hours.
● Credit card refunds: 2-3 business days.
● Wallet refunds: Up to 24 hours.
Thank you for choosing XoKool. We hope you enjoy every piece of our products.
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