What is Creatures of XIX’s returns policy?
Our returns policy lasts 14 days from when you have received the goods; if you are ordering a pre-ordered item this will also be 14 days after receipt of goods.
If 14 days have passed, unfortunately we can’t offer you a refund or exchange, no exceptions.
All bottoms MUST be tried on with knickers on, any marked bottoms will be refused for return / exchange. If you have received marked items, you need to let us know within 48 hours.
To be eligible for a return, your item must be:
- Unworn, unused & unwashed (no distinct odours, blemishes, signs of wear; not damaged by the transfer of make-up or deodorant)
- In its original packaging with tags attached (if applicable)
Any items not meeting these criteria will NOT be refunded or exchanged.
For shoes returns, please use a shipping bag, we cannot accept your return if the shipping labels are directly on the shoe box, as we cannot reuse the box. If the shoe box is damaged, or the shoes are returned without the box, £2.50 will be deducted from your refund.
The customer is responsible for all return shipping charges. For international returns, please mark the customs from as 'returned goods', Creatures of XIX will not be liable for any customs or duty on returned items.
We cover the outward shipping fee to you for one exchange per order, anything further than that needs to be covered by you.
If you order above the free shipping threshold (£150 UK, £150 international), and then return items that take you below the threshold, the following shipping fee will be deducted from your refund total:
- £3.50 UK
- £4.50 EU
- £5.50 International
Also applies to free shipping codes, where the entire order has been returned.
If you opted for any Express Shipping option, only the Standard shipping rate cost will be refunded to you by law.
FoxBox is made to order, thus we only accept exchanges for a different size and no returns are possible under no circumstances.
Sale items: Only regular priced items may be refunded, unfortunately sale items cannot be refunded or exchanged (but we can offer gift card in the value of the item, which will be sent to you once we’ve received the return)
I have been sent the wrong item:
If there has been an error on your order please contact customer service who can help you arrange the return and then re-ship of the correct item. If we require you to return an incorrectly shipped item back to us, we will cover the cost of return shipping via standard international mail only; anything above this amount will not be returned.
My Item is Faulty
If you believe your item to be faulty, please send a picture of the fault with description within 48 hours of receiving the item, along with your order number and name. Genuine product faults will have a replacement item sent straight out if stock is available, if no stock is available we will offer a different colour or a refund.
How do I make a Return / Exchange?
Please note: Exchanges are NOT applicable to shoes, refunds only.
If you wish to return an item please email firstname.lastname@example.org with the following information:
- The name you ordered under
- Your order number
- Items you are returning
- Reason for Return
- Whether you'd like a refund or exchange
- 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, if applicable) and stating the order number to:
Creatures of XIX
148 Caistor Road
Or if you're AU / NZ based, you can return to our Sydney address:
Creatures of XIX
Unit A1/35 - 39 Bourke Rd
Alexandria, NSW, 2015
For international returns, please mark the customs from as 'returned goods', Creatures of XIX will not be liable for any customs or duty on returned items.
Please return the items within 14 days of contacting us, otherwise return can be refused.
Returns where exchange / refund is not specified - If we receive your item back and it is in good condition, we will refund after 7 days.
Returns take up to 1 week to be processed from date of receipt with Creatures of XIX.
International Returns: When completing the customs declaration form, ensure you write "returned goods" and mark as zero value. Customs are only due on commercial items from supplier to consumer (i.e. from us to you) and we can not be liable for incorrect customs charges. If you do not do this and we receive a customs payment request, your package will be rejected and returned to sender.
Full refund policy here.