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RETURNS & REFUNDS

Xiola Shop wants you to be 100% satisfied with your order. To start a return, you can contact us at customercare@xiolashop.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

DAMAGED ON ARRIVAL OR FAULTY PRODUCTS

Once you have received your order, please inspect for any damage or defect. Contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

You can return the item if the following conditions are met:

FOR DEFEECTIVE PRODUCTS 
This happens when the product is incorrect, damaged by the carrier, or defective in another way. We will issue a refund, resend the item or request the defective item be sent back to us.

- Goods must be returned to Xiola Shop within 30 days from delivery date.

- Goods must be returned in perfect and unused condition.

- We will provide you with a shipping label via email so return shipping is at no cost to the consumer.

 

CHANGE OF MIND

This happens when the customer purchased the wrong product, it doesn't fit, or they no longer want the item. All returns and exchanges due to change of mind are subject to a 30-day return and exchange policy upon receipt of order, subject to the following terms and conditions. Return shipping due to change of mind is at the cost and responsibility of the consumer. It is your responsibility that we receive the goods back at our office in perfect condition, so we recommend you pack them carefully. Once we received the product and have inspected it's condition we will issue a refund.

 

ITEMS THAT HAVE NEVER ARRIVED

Please check the track order page for shipping updates of your order. If the item has not arrived by the expected due date please contact the shipping carrier first for additional information. You can also contact us with your tracking number if the item has not arrived

 

CANCELLATION AFTER ORDERING

Only orders not yet processed for shipment may be cancelled. You may request cancellation after an order is processed, but it is not guaranteed. The best way to cancel is to email us at customercare@xiolashop.com. You have the option to cancel the entire invoice, or you can cancel select items if the order hasn't been processed or shipped out yet.

 

EXCEPTIONS / NON-RETURNABLE ITEMS

Personal items such as body piercings and earrings are nonreturnable for hygienic reasons. However, if the personal item meets the returns and refunds policy, we will attempt to replace or refund as stated above.

You can always contact us for any return question at customercare@xiolashop.com.

 

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

PLEASE KEEP IN MIND

We will credit cancelled orders in the form of payment used

We will not credit or reissue coupons used on a cancelled order

You can only cancel an order containing a gift card purchase if the gift card is still valid.