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Returns

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.

Shipping charges:

The customer is responsible for all return shipping charges.

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 (£75.99 UK, £90 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.

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)

My Item is Faulty

If you believe your item to be faulty, please send a picture of the fault with description, 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?

If you wish to return an item please email returns@creaturesofxix.co 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 bag they came in with their original tags, if applicable) and stating the order number to:

Creatures of XIX
Swift eCommerce
148 Caistor Road
Laceby
DN37 7JG
United Kingdom

Please return the items within 1 week 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 3 working days to be processed from date of receipt with Creatures of XIX.

In Australia? Check out our upcoming events to see if you can exchange in person at our stall (but please still e-mail us beforehand). 

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.