Xander Kostroma Returns Policy

We promise to refund any item that you are not completely happy with. You have 28 days to notify us of your return (The return period will expire 28 days from the day on which you receive your order) and another 14 days to send it back. All 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 a unique Returns Authorisation Number (RAN) to start the return. You will need to pack up the item, write your RAN along the front of the package and post the item back to us. You must 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 will not be accepted without a valid RAN.

Sale items 

Sale items under £42 must be returned within 14 days of receipt to qualify for a refund. For all other items, you have 28 days. This does not affect your statutory right to cancel within 14 days of receipt for any order

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. 

Custom orders

All custom orders are non-returnable. 

Shipping

You will be responsible for paying for your shipping costs for returning your order for any reason other than an item being faulty. Return shipping costs are non-refundable. All surcharges applied to orders for failed collections will be deducted from any refunds due.

It would help if you considered 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.

Statutory Rights

Your UK statutory rights are not affected by our returns policy.

UPDATED 02/01/23