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Our Returns Process


    1.  Contact us via our contact us page. In the email make sure you state the order number and the issue so that we can try and help solve the problem.
    2. If we reply saying that we are happy for you to return the item you need to package up the item safely and ship it back to us at the indicated return address that we email you.
    3. Once we get the item back we will assess the item and contact with you with an outcome. 
      Disclaimer: It is your responsibility to make sure the item arrives back safely with us if you want us to consider accepting the return. For this reason we recommend you use a tracked shipping method to get it back to us. If we agree to the return of items due to change of mind then the refund will be issued onto a gift card (in most cases). 
      Our policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

      To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

      Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

      Additional non-returnable items:
      - Gift cards
      - Downloadable products

      To complete your return, we require a receipt or proof of purchase.
      Please do not send your purchase back to the manufacturer.

      There are certain situations where only partial refunds are granted (if applicable)
      - Any item not in its original condition, is damaged or missing parts for reasons not due to our error
      - Any item that is returned more than 30 days after delivery

      Refunds (if applicable)
      Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
      If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

      Late or missing refunds (if applicable)
      If you haven’t received a refund yet, first check your bank account again.
      Then contact your credit card company, it may take some time before your refund is officially posted.
      Next contact your bank. There is often some processing time before a refund is posted.
      If you’ve done all of this and you still have not received your refund yet, please contact us at

      Sale items (if applicable)
      Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

      Exchanges (if applicable)
      We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: xoBeauty, 655 Main Street, MWT, Palmerston North 4414, New Zealand.

      If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

      If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

      To return your product, you should mail your product to: xoBeauty, 655 Main Street, MWT, Palmerston North 4414, New Zealand. 

      You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

      Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

      You should consider using a trackable shipping service when returning items. We don’t guarantee that we will receive your returned item.

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