Return window
You may request a return or exchange within 30 days of delivery.

Eligibility
Items must be unused, unwashed, and in their original packaging, with all tags, accessories, and brand packaging included. Your order number serves as proof of purchase.

Non-returnable items
For hygiene reasons, we cannot accept returns of intimates/underwear, swimwear, bodysuits, earrings, face masks, or cosmetics. Gift cards and customized/personalized items are also non-returnable. Sale and clearance items are eligible for exchange or store credit only, unless defective.

How to start a return
Email us at [email protected] with your order number and the reason for your return. We will reply with the return address and full instructions. Returns sent without prior authorization (RMA) may be refused.

Return shipping
Customers are responsible for return postage. Please use a tracked shipping service and keep your receipt. For damaged, defective, or incorrect items, we will cover return shipping or send a free replacement.

Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are issued to the original payment method within 3–5 business days. Your bank or card issuer may take an additional 3–7 business days to post the credit. Original shipping fees are non-refundable. If a return lowers your order total below a free-shipping threshold, the actual shipping cost may be deducted from the refund.

Damaged, defective, or incorrect items
Please inspect your order upon delivery and report any issue within 7 days at [email protected], including photos of the item, the inner/outer packaging, and the shipping label. We will resolve the issue with a free replacement or a refund.

Exchanges
The fastest way to get the item you want is to place a new order and return the original item for a refund. You may also contact us to arrange a direct exchange, subject to availability.

Cancellations and address changes
We can edit or cancel orders before they are processed for shipment. Once an order has been dispatched, please submit a return request instead.

European Union 14-day cooling-off period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification, in accordance with EU consumer law. Items must be unused, unwashed, and in their original packaging with tags attached.

International returns
Customs duties, VAT, or import taxes paid to your local customs authority are not refundable by XoKool. Please check with your local customs office for details.

Nothing in this policy limits or excludes any statutory consumer rights that apply in your country of residence.

Questions? Contact us any time at [email protected] or via our Contact Us page.