Returns & Refunds
Return window
You can request a return or exchange within 30 days of delivery.
Eligibility
- Items must be unused, unwashed, and in original packaging.
- All original tags, accessories, and brand packaging must be included.
Non-returnable items
- Intimates/underwear, swimwear, bodysuits, earrings, face masks, cosmetics.
- Gift cards and customized/personalized items.
- Sale/clearance items: exchange or store credit only (unless defective).
- Returns will not be accepted for mistakes made by the customer.
How to start a return
Email info@xokool.com (or use Contact Us) with your order number and reason for return. We’ll reply with the return address and instructions.
Returns sent without authorization (RMA) may be refused.
Return shipping
- Customer is responsible for return postage.
- For damaged/defective/wrong item, we’ll cover return shipping or offer a free replacement.
- Please use a tracked service and keep your receipt.
Exchanges
The fastest way is to place a new order and return the original for a refund, or ask us to arrange a direct exchange (subject to availability).
Refunds
- Refunds are issued to the original payment method within 3–5 business days after your return is inspected.
- Your bank may take an additional 3–7 business days to post the credit.
- Shipping fees are non-refundable.
- If a return lowers your order below a free-shipping threshold, we may deduct the actual shipping cost from the refund.
Damaged/defective items
Please report within 7 days of delivery and include photos of the item, inner/outer packaging, and shipping label. We’ll resolve by reshipment or refund.
Cancellations & address changes
We can edit or cancel orders before processing. After dispatch, please submit a return request.
International returns
Duties/VAT paid to local customs are not refundable by XoKool. Please check with your local customs office.
Questions? We’re here to help: info@xokool.com · Contact Us · Shipping Policy