We stand behind the quality of our products and guarantee our workmanship 100%. Any defects or errors on our part will result in a replacement at no charge. We typically do not accept returns due to user error such as incorrect selection of sizes, designs, colors, etc.
The cancellation request must be send to us by email within 24 hours from the time of ordering. Please give us all information as below:
– Order No
– The time of order
– Name of product
After receiving the request, we will review and please note we only accept the cancellation requests which have full information, on time as required and reasonable reason. Others is not accepted.
However, in the unlikely event of the item is unavailable, we will inform about this situation by email. In such an event we will have 2 options.
– The 1st: customer can cancel the order and we will process a refund in accordance with our refund policy. The cancellation request must be send back to us by email within 3 days from the day of information
– The 2nd : We give you a coupon as a gift. The coupon is about 110%-115% of the value of the order purchased. You can use this coupon to buy any products from our store. Please note this coupon only used for one purchase by the mail you ordered before
It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise us of this case as soon as possible. Please send an email to firstname.lastname@example.org with some photos and videos of the item you received along with detail shots you wish to include within 3 days after the item has been delivered. We will use this information to look into a replacement and prevent future errors. Our customer service team will review your claim.
We only review the requests which have full information and on time as required. Others is not accepted
If your claim is approved, we will have 2 options:
– The 1st: Customer can cancel the order. After that, please return the item. Please allow 3-5 business days after your return is received for a refund to appear.
– The 2nd: We will provide with a replacement free of charge. Please allow 3-5 business days after your return is received for a replacement to appear.
Please note: Your returned item must arrive at our warehouse no later than 14 days after the day of our approval by email. Please update Tracking No and receipt of shipping fee by email.
HOW TO RETURN
1. To Make a Return to XXLMart
Please note, we only process returns at XXLMart Store if your purchase was made at XXLMart Store, or home delivered. Regular store purchases must be returned to a store.
a) Put the unworn goods in the original box together with a copy of invoice and stickers (if they were part of the package)
b) Wrap the box so that no damage will be done during the transport. For this purpose it is the best to use overwrap, paper, plastic bag or a bigger box (please do not put any tape directly on the box as it would derogate it value).
c) PLEASE BEWARE THAT NO RAFFLE WINS CAN BE CANCELLED AND RETURNED
Refunds will be given in the original form of payment.
2. Ship your package to:
We will send nearest warehouse to you via mail.
CONDITIONS FOR RETURN or EXCHANGE OF GOODS
1. Goods have to be returned within 14 days from delivery.
2. Returned goods were not worn and they can be sold again.
3. Goods have to be wrapped in the original box without any damage (e.g. by tape)
4. Returned goods cannot be damaged in any way.
The return shipping costs are at your own expense.
We recommend that you insure the package for the amount of goods price. This is incase the package is lost or damaged upon its return to us (ask your delivery company about this service). If the package is lost or damaged upon its return, you will not be able to receive your refund.
REFUND PROCESS AND TIMEFRAME
– Refunds will be processed to the original method of payment within 10 business days.
– The warehouse will inspect merchandise sent back for a refund and reserves the right to reject returns.
– Once the return has been processed, you will receive a return email confirmation.
– Depending on the credit card company, it may take an additional 2-10 business days after the credit is applied for it to post.
We will gladly pay shipping charges up to $13 on returned items if:
– Wrong item was shipped.
– Item was missing parts or accessories.
NOTE: For your protection, we suggest sending your return via insured parcel post or other traceable method. Shipping fees are not refundable and return shipping charges must be paid by customer. XXLMart store is not responsible for returns until they are received in our warehouse.
If you need a different size, color, or product please return your item(s) for a refund and place a new order at your convenience. We process refunds within 1-2 weeks upon receipt of your return. Placing a new order before receiving your refund ensures that you will get your new item quickly, while the item is still in stock. Don’t forget take a note on new order with old order number for high priority processing.