Refund policy

RETURN & REFUND POLICY

We hope you will love your Xenia Joost piece. If you wish to return an item, you may request a return within 14 days of receiving your order.

To be eligible for a return, the item must be unworn, unused and returned in its original condition, with any original tags and packaging included.

To request a return, please contact us at xeniajoost@gmail.com before sending the item back. We will provide you with return instructions and the return address.

RETURN SHIPPING

Unless the item is faulty, damaged or incorrect, return shipping costs are the responsibility of the customer.

We recommend using a tracked shipping service, as we cannot be responsible for returned items that are lost in transit.

REFUNDS

Once we receive and inspect your return, we will notify you about the status of your refund.

Approved refunds will be issued to the original payment method. Please note that your bank or payment provider may require additional time to process and display the refund.

If you exercise your statutory right of withdrawal, the original standard delivery cost will be refunded where required by applicable law. Any additional cost resulting from choosing a more expensive delivery method than our standard delivery option is not refundable.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty or if you have received the wrong item.

Where the item is faulty, damaged or incorrect, we will arrange an appropriate remedy in accordance with applicable consumer law and cover reasonable return shipping costs where required.

EXCEPTIONS

Certain items may not be eligible for return where an exception permitted by applicable law applies, including items made or clearly personalised specifically for you.

This does not affect your statutory rights in relation to faulty or non-conforming goods.

CANCELLATIONS

Orders may be cancelled before they have been fulfilled. Once an order has been shipped, it must be handled as a return in accordance with this policy.

EU / EEA CUSTOMERS

If you are a consumer in the European Union or European Economic Area, you generally have a statutory right to withdraw from an online purchase within 14 days of receiving the goods, subject to applicable exceptions.

Nothing in this policy limits any mandatory consumer rights available to you under applicable law.

CONTACT

For any questions, you can find our contact details on the Contact Information page.