We operate a 14 day return policy. We must receive your item(s) within 14 days of you receiving your original order. If your item(s) reach us after 14 days since your original purchase date, unfortunately we can’t offer you a refund or exchange. If your original purchase received free shipping we will send your first exchange item(s) for free. Any subsequent exchanges will have shipping charged to the customer.
To be eligible for a return or exchange, your item(s) must be unused, and in the same condition that you received it. It must also be in the original packaging. Item(s) must be unworn, unwashed and all tags (if applicable) still attached.
If you received a promotional item alongside your purchased item this must also be returned unused and in the original packaging. If this item is not returned in this condition the promotional item price will be deducted from your return amount.
All items must be tried on with underwear. If your item comes with a hygiene sticker this must not be removed and still be in place for a return to be accepted. Please ensure the item(s) is not damaged by the transfer of make-up or deodorants.
We have a very thorough checking procedure for returns/exchanges. If your item(s) do not meet the conditions stated within this policy we will email a declined return or exchange notification and return the item(s) to you on an economy postal service at our expense.
To complete your return, we require you to circle the item you are returning on the order form included with your package and send this back to us alongside the item you wish to return. If you no longer have this please email firstname.lastname@example.org.
The customer is responsible for the item(s) until they are signed for at Xana Polewear LTD. For this reason we would advise a tracked service with a proof of posting (retained by you) in the unlikely event of loss.
You will be responsible for paying the shipping costs for returning your item to Xana Polewear LTD. Shipping costs are non-refundable unless the item is damaged, faulty or an administrative error has occurred on our behalf.
If you are returning an item to us from outside the EU. You must write ‘returned goods’ and mark zero value with customs. If we receive a customs payment request we can not be held liable for incorrect customs charges your package will be rejected and returned to sender. Customs charges are due on items from supplier to consumer - not consumer to supplier.
Send your return package back to us at:
Xana Polewear LTD
79 VICTORIA STREET
We aim to process your returned item(s) within 72 hours upon receipt.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item this will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, the refund will be applied to your original method of payment. Please allow 5 working days for your refund to appear in your account before contacting us.
Exchanges (if applicable)
If the customer has requested an exchange. Once the returned item(s) have been inspected and accepted for exchange, we will send a dispatch confirmation of the new requested item. If the new item(s) requested are more expensive we will contact you for the difference in price. We will ship one exchange per customer free of charge in the UK. Exchanges from outside of the UK will incur an additional shipping charge depending on the country.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If your original order qualified for free shipping and then return item(s) then take your original order below this threshold you will be charged at our standard shipping rate to the address on your original order.
This policy does not affect your statutory rights.
Order cancellations must be requested within 30 minutes of the order being placed. If the 30 minutes has passed you will need to follow our returns process as your order may have already been shipped.