FAQS

We accept all major credit & debit cards, you can also pay through PayPal, World Pay, Klarna & ClearPay.

Of course! We promise to keep all financial details safe, this information is only ever transferred to us via a secure server connection. No payment details will ever be saved or held on our system.

Pounds Sterling, US Dollars, Euros & Australian Dollars.

No, we only accept payment via online checkout using credit/ debit card & World Pay for maximum security.

UK Standard Free delivery on all orders over £50

UK Tracked Next Day (Orders will be delivered within 1-2 working day) - £2.99

UK (Mainland) Express Next Day (Order will be delivered within 1 working day) - £7.99*
*(Excludes BT & AV postcodes)

EUROPE Standard (Estimated delivery time is 3-7 working days) - £6.99

For each additional item - £3.00

EUROPE Express (Estimated delivery time is 1-2 working days) - £11.99

For each additional item - £5.00

USA Standard  Standard (Estimated delivery time is 4-10 working days) - £8.99

For each additional item - £4.00

USA Standard  Express (Estimated delivery time is 1-2 working days) - £12.50

For each additional item - £6.00

AUSTRALIA & CANADA Standard (Estimated delivery time is 5-10 working days) - £9.99

For each additional item - £5.00

AUSTRALIA & CANADA Express (Estimated delivery time is 1-3 working days) - £18.99

For each additional item - £7.00

Standard (Estimated delivery time is 7-14 working days) - £10.99

For each additional item - £7.00

Delivery time varies depending on the delivery method you have selected, please refer to the above.
Excludes bank holidays and Saturdays.
Delivery times above are estimates generated by the delivery company so are not guaranteed.

The price you pay for your order will not include possible custom and import fees, these charges vary depending on the country. You will be responsible for any of these charges incurred, these would need to be paid upon receipt of the package. If you decide to refuse the charge the package will be returned to us, any charges will be deducted from your refund upon receipt of delivery.

All orders placed before 3:45 pm (GMT) Monday to Friday are dispatched same day.
If the order is placed after 3:45 pm (GMT) Friday it will be sent out Monday.
Orders Purchased on a Bank holiday will be dispatched on The Next Working Day.

Please use your tracking code (found on your order confirmation) to trace your package. If you have not received delivery within 5 working days drop our friendly help team an email to sales@xylondon.com including your name & order number, we promise to resolve any issues as quickly as possible!

All delivery options come with tracking, you will find tracking code on your order confirmation. If you can’t find it ask our friendly help team sales@xylondon.com.

Don’t panic if your tracking isn’t activated straight away, please allow for enough time. If you have any queries please send us an email sales@xylondon.com.

XY LONDON

Unit 42 Bates Industrial Estate

Church Road

Harold Wood

Romford

Essex

RM3 0HX

You can return within 30 days of receipt.

Items must be returned in the unworn, resalable condition in the original box within the 30 day deadline.
All items must be tried on indoors on carpet so there are no signs of wear.

If you use our UK return label this will cost £3.99 which will be deducted from your refund.

The buyer is responsible for return postage. It is up to each individual which service you choose although we do advise you to use a tracked service, here are a few options; Royal Mail 2nd Class Recorded, My Hermes, Collect Plus ETC.

£3.99 will be deducted from your refund for this service

Please follow the instructions displayed on our Returns page.

Place the invoice inside the box (If you no longer have this please include a note with your order ID)
Repackage the item in the original shoe box and packaging
If you do not have the original packaging please use something similar to protect the item
Please email us at sales@xylondon.com to receive our USA return address.
Ensure that any original delivery labels are covered
Return postage cost is to be covered by the customer
Select a delivery service of your choice
Take your package to your chosen delivery service
You must obtain the proof of postage receipt in case your return does not reach XY London
Please allow up to 10 working days after receipt for your refund to be processed

Place the invoice inside the box (If you no longer have this please include a note with your order ID)
Repackage the item in the original shoe box and packaging
If you do not have the original packaging please use something similar to protect the item
Cut off the Royal Mail returns label from the return note and attach to the front of the parcel
Ensure that any original delivery labels are covered
International return postage cost is to be covered by the customer
Select a delivery service of your choice
Take your package to your chosen delivery service
On the customs declaration form please state ‘return of goods’, this form will be provided to you by the courier you return your items with
If you do not state ‘return of goods’ this will result in you being liable for the customs costs
You must obtain the proof of postage receipt in case your return does not reach XY London
Please allow up to 5 working days after receipt for your refund to be processed

If you no longer have the returns form please include a note with the following details: your order number, reason for return, full name, address & email address.
If you do not include a note with these details we will be unable to process your return until you contact us via email.
If you would like to download a return form click on the link below

Download Return Form

Please include a note inside the box including your full name & order number.

Please send our team an email to sales@xylondon.com including your name, order number and photos if possible, our friendly staff will do everything they can to resolve the issue.

If you would like an exchange you would need to return the item for a refund, you can then repurchase the new product straight away. This way you know the item will still be in stock and it will reach you much quicker!

Refunds are usually processed within 5 working days of receipt.

Once an order has been placed we cannot guarantee any changes can be made.
If you email our friendly team ASAP they will do their best to correct any mistakes
sales@xylondon.com

Email our friendly team to find out sales@xylondon.com

Simply scroll to the bottom of our homepage where you will find our information section then click on ‘Newsletter Subscription’

15% off your first order when you subscribe
Exclusive discounts
Early access to sales

It may be that you have mistyped your email or password, please check this is not the case. If you have forgotten your log in details there is a forgotten link to resolve this issue. If you are still having trouble give our help team a shout at  cs@xylondon.com.

First of all check your junk mail, if you still can’t find it let us know so we can look into this and resend if applicable.

Check that all your card details have been entered in correctly, if this fails send our help team an
email to  cs@xylondon.com so we can assist.

9:00 to 17:00 Monday to Friday

Email: sales@xylondon.com

If you would like to feature our products on your social media in return for the goods please email bloggers@xylondon.com