Returns and Exchanges
You have 15 minutes from the time of ordering to cancel your order. We cannot amend the delivery address once the order has been placed and you will be forced to cancel the order and place a new order with the correct information. You must contact us via email of your desire to cancel the order. If it is past the 15 minute mark or the order has been shipped then we cannot cancel the order and the exchange policy applies. We will not be held liable for orders which are not received due to incorrect/incomplete addresses or any other pieces of information provided.
We currently only allow exchanges for an alternative product/size or can offer store credit. You have 14 calendar days from the day you receive the item to inform us of your wish to exchange the product. After this period, the sale will be marked as final and you will be unable to open an exchange request. We do not accept returns.
Only customers within the UK, Republic of Ireland and British Crown Dependencies are eligible to request an exchange. Sales made to customers outside of these areas are all final.
To be eligible for an exchange, the item must be brand new, unused, in the exact same condition you received it in with all tags/labels/extras attached. Products must be in resalable conditions. Xclusive Apparel Group LTD is a reseller, not a manufacturer. Therefore, we cannot be held responsible for the performance, durability or quality control on the products we sell.
It is your responsibility to pay for the return postage to get the product back to us. Items must be returned to us packaged the exact same way you received them (double boxed). We recommend using either of the following delivery couriers: Royal Mail, UPS, DPD, DHL. PLEASE DO NOT USE HERMES. We need to receive the item back within 7 working days from the day you communicated to us your wish to execute the exchange. We reserve the right to refuse the acceptance of any items we receive outside of this timeframe. We are not held responsible until we have received the package, meaning if the item is lost/damaged in transit you will be held accountable. Due to this, we urge you to send via a tracked, signed and fully insured service.
Once we receive the return we will thoroughly inspect the item. We reserve the right to refuse acceptance of the item due to wear, damaged contents and if the product is not the exact one we originally sent out to you. You will need to pay the postage costs for us to send the item back to you.
Assuming the product passes the inspection check, we will process the exchange for your desired item or issue your store credit voucher within 3 working days of receiving the package. If you opted for an exchange, you will also have to cover the postage costs of us sending the new item out to you. If the new item isn't in stock at the time of ordering, it can take up to 14 working days for you to receive the new item. You will be updated throughout the process notified with the tracking information once shipped. If you chose store credit, the postage cost of sending the original pair of shoes to you will be deducted from the voucher (please note, even if postage was free for the original order - there was still a postage cost which we covered and this amount will be deducted from the store credit voucher).
A small number of items which were sourced cannot be exchanged. These would be items which we normally don't sell much and specifically catered for you by sourcing in that product. But this is quite rare. If you have any concerns, you can ask us when requesting a product if it would be eligible for an exchange.
Our main priority is meeting the demands of our customers and we always try our hardest to find a solution which works best for both parties.
In the unlikely event that you receive the wrong item/size, you must contact us within 7 calendar days of receiving the item explaining the situation. The item must be brand new, unused, in the exact same condition you received it in with all tags/labels/extras attached. You must return your item following the same instructions listed above for exchanges. Once we receive your item, we will either send you the correct item you ordered or send you a refund - shipping costs will be reimbursed. This is subject to inspection, you following the instructions above and us receiving the item - we will not be held liable for items that are damaged/lost in transit.
ALL SALES ON PRODUCTS FROM THE 'XCLUSIVE TREATZ UK' SECTION ARE FINAL!
To request an exchange, please email us at: firstname.lastname@example.org
XCLUSIVE APPAREL UK
27B KELROSS ROAD
Please note, your return will not be accepted unless you have contacted us first and it has been authorised. Otherwise, you will be required to pay for the return shipping for us to ship the item back to you if it can be located.