Refund policy

At Xenos Jewelry, customer satisfaction is our priority. We aim to make returns and refunds straightforward while ensuring clarity and fairness for all customers.

Below, you’ll find the details of our Refund Policy. For any assistance, our dedicated customer support team is happy to help.

Order Cancellations

  • You may cancel your order free of charge at any time before the item is fulfilled and shipped.
  • Once the fulfillment process has started, the order cannot be canceled, but you can still initiate a return within 30 days of delivery.

Return/Exchange Conditions

Eligibility

  • Items can be returned or exchanged if they are unused, in their original condition, and in their original packaging.
  • Requests must be made within 30 days after delivery, based on the confirmed delivery date provided by the courier. This ensures the return window starts only after you receive your order.
  • Returns for damaged or altered items will not be accepted.

Proof of Purchase

  • A proof of purchase (order number or receipt) is required for all returns and exchanges.
  • Items sent back without first requesting a return will not be accepted.

Non-Returnable Items

  • Custom-made or personalized items cannot be returned or exchanged unless they arrive damaged or defective.

Gift Returns

  • If a gift was included with your purchase, it must also be returned for a full refund. If the gift is not returned, its value will be deducted from the refund amount.

Shipping Costs

  • Customers are responsible for return shipping costs in all cases, regardless of whether the item is damaged or defective.
  • Original shipping costs are non-refundable.
  • For returns, please use a local postal courier to avoid customs duties, not DHL or similar services.

Refund/Exchange Options

  • Refunds are issued to the original payment method within 10 business days after the returned item is received and inspected.
  • Exchanges are processed once the returned item is received and inspected.

Damaged or Defective Items

  • If you receive a damaged or defective item, contact us within 7 days of delivery to arrange for a replacement or refund.

Restocking Fee

  • No restocking fees are charged for returns or exchanges.

Return/Exchange Process

1. Contact Customer Support

2. Provide Information

  • Include your order number or proof of purchase and the reason for the return/exchange in your email.

3. Receive Return Instructions

  • Once your return is accepted, we will provide a return shipping label and detailed instructions.
  • Items sent back without prior approval will not be accepted.

4. Pack the Item

  • Safely pack the item(s) in their original condition and packaging if possible.

5. Ship the Item

  • Ship the item(s) to the return address provided by customer support.
  • Return Address: 71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ
  • Please note: Customers are responsible for return shipping costs, regardless of the reason for return.

6. Inspection and Processing

  • Upon receiving your return, our team will inspect the item(s) to ensure they meet the return/exchange conditions.
  • Refunds will be processed to the original payment method within 10 business days after inspection.
  • Exchanges will be processed promptly.

7. Confirmation

  • You will receive an email confirmation once your return or exchange is processed, including details of any refunds or replacements.
  • You can always contact us with any questions at support@xenosjewelry.com.

Special Notice for European Union Consumers (Right of Withdrawal)

In accordance with EU Directive 2023/2873, consumers residing in the European Union have the statutory right to withdraw from their purchase within 14 days of receiving the goods without providing any reason.

At Xenos Jewelry, we go above and beyond this requirement by offering a 30-day return window for all eligible items globally, ensuring you have ample time to make your decision. To exercise your right of withdrawal easily, you can utilize the self-serve return function in your account or contact our support team.