Can I amend my order?

If your order has already been dispatched, we are not able to make changes. If your order has not yet been dispatched, we can amend it, depending on stock availability.

How can I track my order?

Once your order has been dispatched, you will receive an email containing your tracking link and barcode number. You can follow your parcel directly through that link.

I did not receive a dispatch email. What should I do?

Dispatch emails are sent automatically as soon as your order leaves our warehouse. Please check all folders of your email account including Junk, Spam and Promotions, as emails can sometimes be filtered there. If you still cannot find it, contact us and we will assist you. support@shopbyxie.com

How do I return an item?

Your item must be unused, unwashed and in its original condition. For full details on how to start your return, please click HERE.

When will I receive my standard delivery order?

Orders placed with free or standard delivery are dispatched within 48 hours Monday to Friday. Delivery usually takes between 2 and 7 working days once dispatched.

I paid for Next Day Delivery and my order arrived late. Why?

Next Day Delivery is available for orders placed before 1 PM Monday to Friday. Orders placed after 1 PM will be dispatched the following working day using the next day service. Please note that external courier delays are outside our control.

Have you received my return?

Once your return has been received and processed, you will receive an email confirmation. If you do not receive this email within 30 working days of posting your return, please contact us. We strongly recommend using a tracked postal service. Returns can only be processed once they reach us. It is the customer’s responsibility to make sure the return arrives safely.

When will I receive my refund?

Refunds are processed within 7 to 30 working days after we receive your items. Refunds are issued to the same payment method used at checkout. If you have not received your refund after 30 working days, contact us and our team will look into it for you.

Can I exchange an item?

To keep things quick and simple, we do not offer exchanges. Please return your unwanted item for a refund and place a new order for the item you would like instead.

What do I need to include with my return?

Please include your invoice or write your full name, email address and the delivery address used on the order. We are unable to process returns that do not include these details.

What if my parcel is lost?

We use secure tracked courier services for every order. If your parcel appears to be lost, we will open an investigation with the courier. This process can take up to four weeks. If the parcel is confirmed as lost, we will offer a replacement, depending on stock, or a full refund. If the courier confirms that the parcel was successfully delivered, we cannot issue a refund.

Can I return items I have washed or worn?

No. Items that have been worn, washed or show signs of use cannot be accepted for return.