returns exchanges

Check out our simple steps below on how to return an order…

Can I return my order for a refund?

You may return any item within 30 days of receipt for a full refund provided the item is in its original, unused condition.
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.


Follow these simple steps

Fill out the RETURNS FORM (also found on the reverse side of your delivery note that came with your order) and place inside the shoe box.
Repackage the item in the original shoe box & packaging. If you do not have the original packaging please use something similar to protect the item
Ensure that any original delivery labels are covered
Send using a postage method of your choice (cost to be covered by yourself) & obtain proof of postage 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 would like to use our UK return label please use the link below

Simply print your label & follow the steps above


Royal Mail charge £3.99 for this service, if you choose to use this service £3.99 will be deducted from your refund for each label used.


Can I exchange my order?

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!

Can I return my order?

USA return postage cost is to be covered by the customer
You may return any item within 30 days of receipt for a full refund provided the item is in its original, unused condition.
All items must be tried on indoors on carpet so there are no signs of wear.
You must return to our USA address


Follow these simple steps

Fill out the RETURNS FORM (also found on the reverse side of your delivery note that came with your order) and place inside the shoe box.
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.
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 7 working days after receipt for your refund to be processed


Can I exchange my order?

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!

Can I return my order for a refund?

International return postage cost is to be covered by the customer
You may return any item within 30 days of receipt for a full refund provided the item is in its original, unused condition.
All items must be tried on indoors on carpet so there are no signs of wear.


Follow these simple steps

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
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 7 working days after receipt for your refund to be processed


Can I exchange my order?

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!

Can I return my order for a refund?

This does not affect your statutory rights under the Consumer Rights Act 2015.
If you have received a faulty item, have any questions or queries please email our friendly customer service team
sales@xylondon.com