Refund policy

We have a 30-day return policy, which means you have 30 days from the receipt of your item to request a return. The buyer must pay the return shipping cost if it is not a quality issue.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in the original packaging. You will also need the receipt or proof of purchase.

To start a return, you can contact us at kundendienst@xiiw.com. If your return is accepted, we will send you a return label along with instructions on how and where to send your package. Items sent back to us without a prior return request will not be accepted.

If you have any questions, you can contact us anytime at XIIW-Shopify@outlook.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you receive the wrong item, so that we can investigate and resolve the issue.

Exceptions / Non-returnable items
Certain types of items cannot be returned, such as perishable goods (e.g., food, flowers, or plants), custom products (e.g., special orders or personalized items), and personal care products (e.g., beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we have received and inspected your return and let you know if the refund was approved or not. If approved, your refund will be automatically processed to your original method of payment. Please remember that it may take some time for your bank or credit card company to process and post the refund.