Xander Kostroma Returns Policy
We promise to refund any items that you are not completely happy with when you return it to us in saleable condition by post within 28 days of receipt. (This begins from the day after the day you receive your product) Refunds will be credited to your original method of payment.
For hygiene reasons, we cannot offer refunds on pierced jewellery unless they are of unsatisfactory quality or unfit for purpose. This may not apply if there is a fault with your item.
Please be aware that items can only be returned if they have all of the tags intact, so don't remove them if you're thinking of sending them back!
How to return?
OK, so you have received your item and it doesn't look quite right. This is what you need to do in order to return it to us:
Please write to us by using the "contact" section on the website. Please state your order number & your reason for returning the product. We will then email you our returns form and we will issue you with a unique Returns Authorisation Number. The returns form needs to be printed off, completed and sent back with your order. The RAN needs to be written along the front of the package that is to be returned so that we can identify it when it arrives at our warehouse easily.
Returns cannot be accepted without a valid RAN. You will be unable to get a RAN from the us if more than 28 days has passed since you received your item(s).
Late or missing refunds (if applicable)
If you haven’t received a refund yet, please check your bank account one last time. Then contact your credit card company, because it may take some time before your refund is officially posted to your account. If no luck, you'll need to contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please get in touch using the "contact" section on site. Please state your order number and your reason for contacting and we will start an investigation into the matter for you.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. Unfortunately, we do not have facilties in place to offer exchanges right now.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will not be refunded back to you.
If you are returning an item over £30, you should consider using a trackable shipping service or purchasing shipping insurance. Responsibility returns to us once the item has been received safely by our warehouse in Swansea.
Your UK statutory rights are not affected by our returns policy.