Xander Kostroma Returns Policy
We promise to refund any item that you are not completely happy with when you return it to us in a saleable condition within 28 days of receipt. (This begins from the day after the day you receive your order) 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.
How to return?
Please write to us by using the "contact us" section on the website. Please state your order number & your reason for returning the product. We will then issue you with a unique Returns Authorisation Number (RAN) to start the return. You will need to pack up the item and write your RAN along the front of the package, then post the item back to us. It is important you write your RAN on the front of the package because we use it to identify your order once it arrives at our warehouse. We do not issue returns forms as we think this is a waste of paper and valuable resources.
Please note: Returns cannot be accepted without a valid RAN. You will be unable to get a RAN from us if more than 28 days have passed since you received your item(s).
Items in sale with a value of less than £42 are excluded from the right to return.
Exchanges (if applicable)
We will replace all items that are received as defective or damaged free of charge. If you would like an exchange, please write to us via the "contact us" section on the website. Please provide your order number, confirming you would like an exchange. Once approved, please follow the same returns procedure as above.
All custom orders are non-returnable.
You will be responsible for paying for your own shipping costs for returning your order for any reason other than an item being faulty. Return shipping costs are non-refundable.
You should consider using a trackable shipping service or purchasing shipping insurance when returning an item to us. 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.