Information on Buy Now, Pay Later, with Klarna (UK Customers)
BREXIT - SHIPPING UPDATE
The UK left the European Union on the 1st Jan. For our European customers this means you will now be charged VAT on your order when it lands in your country.
You will also have to pay customs/duties on the order.
The customs you will be charged is worked out as follows:
VAT + Duty + Handling Fee = Customs Fee
Duty: Duty is at the discretion of your government please refer to your countries import rates for more information.
Handling fee: This is a processing fee charged by the carriers and varies.
To support our EU customers now we have set shipping to be FREE for all EU countries standard tracked (this also applies to FoxBox customers), express charges remain the same.
Going forward we will also be looking for a solution to have customs/duty paid when checking out.
Please allow for delays, all postal services are facing difficulties.
Do you ship abroad?
Yes we ship internationally! Shipping prices are on our checkout page. Customs charges for international shipping are to be covered on the customers end. See more shipping information here.
Shipping abroad, who is handling my package?
All orders abroad are shipped tracked / signed for. Please be aware that once the parcel leaves the UK it will be in the care of your national postal service. The tracking number provided on your order confirmation email can be used on your national postal services tracking site for fully up to date information.
From placing my order how long does it take to ship?
We aim to pack and ship your orders within 24 hours, if the order is placed on a weekend this will be shipped on a Monday. The orders are then shipped via Royal Mail.
Average Delivery times:
- UK - 2-3 days
- EU - 5-7 days
- USA / CA - 10 days
- AUS / NZ - 10-15 days
Shipping times vary depending on customs of your local country.
Please note, due to the current Covid-19 situation, NEXT DAY delivery is NOT guaranteed at the moment - but will still get the order to you faster than normal shipping option.
Are the sizes the same across all Collections?
We aim to keep our sizing as consistent as possible across all our collections. However, due to product construction, fabrics and cuts there can be some variation. Check our size guides here.
Sale codes can only be applied for the sale period. Codes and discounts cannot be applied retrospectively.
In sale periods some discount codes will be deactivated.
All Gift cards can of course still be used.
If I have Pre-Ordered an item when should I expect it to arrive?
Expected delivery times for pre-orders are different for each product. Please check the product's description for the correct information.
See the FoxBox delivery schedule here.
Please be aware that pre-order delivery dates may change due to external circumstances, but we will notify you of any changes as soon as possible.
The boxes ship every Quarter: March, June, September, December. For more information see FoxBox FAQ.
Mark as a Gift
We are required by law to display the correct value of your order, it is illegal to edit or amend this. Please do not email this request.
If I have placed my order, can I add something else to it?
We have improved our shipping and all orders are processed within 30 min of placing an order, so unfortunately we are unable to amend orders once they have been placed.
I have entered incorrect shipping address.
It's the customer's responsibility to enter a correct address at the checkout, unfortunately we cannot guarantee we can recall or divert the order once it has been processed, and cannot compensate unless it has been returned to us.
What is Creatures of XIX’s returns policy?
Our returns policy lasts 14 days from receipt of goods. If 14 days has passed, unfortunately we can’t offer you a refund or exchange; if you are ordering a pre-ordered item this will also be 14 days after receipt of goods. To be eligible for a return, your item must be unused and in the same condition that you received it. Returns take up to 3 working days to be processed from date of receipt with Creatures of XIX. The customer is responsible for all return shipping charges. For more information please see our full refunds policy.
How do I make a return?
If you wish to return an item please email email@example.com with the following information:
- The name you ordered under
- Your order number
- Items you are returning
- Reason for Return
- Size you'd like to exchange for (if applicable)
*If you do not complete this information we may be unable to process your return*
Then ship the items you wish to return (in the barcoded bag they came in with their original tags) and stating the order number to:
Creatures of XIX
148 Caistor Road
Or if you're AU / NZ based, you can ship return to our Sydney address:
Creatures of XIX
Unit A1/35 - 39 Bourke Rd
Alexandria, NSW, 2015