DELIVERY & RETURNS
Most orders are dispatched within 24 hours - subject to payment and stock availability. If any products are out of stock, we will notify you as soon as possible by email and/or phone call. Postage and packing charges are as follows:
Standard - £3.95 | 1 - 4 days Free Shipping on orders over £60
Express - £6.95 | Guaranteed next working day before 12pm*.
*Orders must be placed before 2pm Mon-Fri. Orders placed after 2pm will be dispatched the following working day. If the order is placed on a Friday before 4PM and Express delivery is chosen, the order will be delivered on Monday before 1pm.
When ordered on Saturday after 11, your order will dispatched the next following working day.
We can not dispatch parcels on a bank holiday. Orders placed on a Saturday of a bank holiday weekend after 11AM will be dispatched the following working day.
Bank holidays 2018:
- New Year's Day: Monday 1 January
- Good Friday: Friday 30 March
- Easter Monday: Monday 2 April
- Early May bank holiday: Monday 7 May
- Spring bank holiday: Monday 28 May
- Summer bank holiday: Monday 27 August
- Christmas Day: Tuesday 25 December
- Boxing Day: Wednesday 26 December
Standard - £8 | 3-5 days Free Shipping on orders over £60
Express - £16 | 1-3 days, signature required.
These prices are based on delivery to Europe, Eire and Channel Islands.
USA and Middle East
Standard - £8 | 5-8 days Free Shipping on orders over £60
Express - £16 | 2-4 days, signature required.
Please note that all taxes and duty that may be incurred are the responsibility of the purchaser and not XOKiddo. Orders under $800 (USD) that are sent to the USA should not incur these fees.
Rest of World
Standard - £12 | 5-8 days Free Shipping on orders over £60
Express - £20 | 2-4 days, signature required.
If your order is to be dispatched to a destination outside the European Union, you will be responsible for any customs or import duties levied once the package reaches your destination country. We have no control over such charges and cannot predict them.
If delivery is attempted and a delivery card is left and you fail to claim the Products from the local depot or post office, we cannot refund you until the Products have been returned to us. However, if you would still like the Products delivered, we will re-dispatch the parcel once we have received it back but we will have to
We must be informed of parcels not arriving as soon as possible, for the UK it must be within 16 working days of the date of despatch. For international destinations we must be informed within 35 days. Failure to do this can affect our ability to trace the parcel and issue any refund due. Refunds or replacements will only be issued after 16 working days in the UK or 35 working days for international parcels, and only if the parcel is deem lost in transit by Royal Mail or the relevant delivery company.
Missing or Damaged Products
We must be informed if any Products are damaged on receipt or missing from your order as soon as possible.
If you do find that a Product is damaged or is missing from your parcel, we will do our best to find out why. We do try to provide the best service we can, but we are only human and we can make mistakes. Please feel free to contact one our team on (+44)7397525527 (Mon-Fri between 9am and 5pm) if you need to talk about any damaged Products, or Products missing from your order.
If you notify a problem to us under this Condition, our only obligation will be, at your option:
(i) to make good any shortage or non-delivery;
(ii) to replace or repair any Products that are damaged or defective; or
(iii) to refund to you the amount paid by you for the Products in question.
We will not be liable to you for any indirect or consequential loss, damage or expenses howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the Products in question in accordance with these Conditions.
1. Returns/Exchange Policy
If you wish to return an item, please follow our Returns Procedure below.
1.1. You may cancel your contract with us for the Products you order at any time up to the end of the seventh working day from the date you receive the Products. Please note, you cannot cancel your contract if the Products you have ordered are made to your specifications and/or are personalised. To cancel an order, you must notify us either by email: email@example.com or telephone: (+44)7397525527) quoting your name and order number.
1.2. Full priced Products must be returned in new, unworn and unused condition with original garment tags still attached, 14 days after receipt. XOKiddo Ltd will not accept returns of non-faulty Products that have been worn, used and/or garment tags removed. In such cases, the customer will be informed and the Product(s) will be returned to the customer.
1.3. Sale Products must be returned in new, unworn and unused condition with original garment tags still attached, up to 14 days after receipt only. XOKiddo Ltd will not accept returns of non-faulty Products that have been worn, used and/or garment tags removed. In such cases, the customer will be informed and the Product (s) will be returned to the customer
1.4. Please note: ALL hair bows, tights and socks are non-refundable due to hygiene reasons. We are also unable to exchange them for other hair bows, tights and socks.
1.5. If you have requested a refund, we will credit the original purchaser’s card for the sum paid within 28 days of receipt of your notice to cancel.
1.6. All refunds and exchanges for goods purchased via our website or by telephone must only be returned to the Head Office address stated below. Goods purchased via our website or by telephone may not be returned to any of our shops under any circumstances.
1.7. If you would like an exchange for a different size or colour please fill out the supplied Returns Form in your parcel. If an alternative Product is required, please return the item by filling out the Returns Form and place a new order. This will ensure a fast exchange process and next day delivery service. Please note, you will receive free delivery on your first exchange, subsequent exchanges on the same order will be charged standard delivery.
Returns from UK, EU, USA and Rest of the World - An address label will be supplied on the Returns form. Please note that all customers are responsible for all postage costs when returning items.
Please send all returns to:
XOKiddo, Returns Department, 70 Tarranbrae Annex Willesden Lane, 4 Mapesbury road, London NW6 7PW
Please note that the customer is responsible for all postage costs incurred when returning Products. XOKiddo will not offer a refund on returned Products, which are lost or damaged in the post. We strongly recommend that Products are returned using registered post and that you keep your proof of posting certificate.
Please Note: Refunds can take up to 5 days to process.
If you wish to exchange any items from your order, we offer all our customers free delivery providing it is within the 14 day time frame. Nothing in these Conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
We shall have no liability to you for any failure to deliver Products you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.
The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.