Returns

We want you to absolutely love and adore your purchase! However, we understand that it doesn't always go to plan. These are some simple steps and tips to make your return process easier!

OUR RETURNS POLICY

  • We do not offer refunds, Items can be returned for an online store credit that does not expire. 
  • Items must be returns must be returned within 14 days of receiving your order. Any items posted after this time frame may be denied.
  • All returned items must be received back to us in original condition - unworn, unwashed, with all tags still attached & original packing (i.e. shoe boxes) intact.
  • We do not accept returns on sale items or sample items
  • We do not accept returns on earring or undergarments for sanitary reasons.
  • We do not accept returns on swimwear provided the hygiene sticker is still attached

Returns received in unsatisfactory conditions or lost in the mailing process (make sure you get a tracking number) XENIA will not be accepted and responsibility will be held by the customer. Once the returned products have arrived at our warehouse, we will inspect them and process the online voucher to you within 48 hours via email.

DOWNLOAD A COPY OF THE RETURNS FORM HERE 

HOW TO RETURN:

Please make sure you include the returns form with your return item(s). This is so that we can identify who the return is coming from. 

XENIA BOUTIQUE RETURNS
2/31 Anthony Street, 
West End, QLD 4101
Australia 

It is advised you keep a tracking reference for your parcel, so you know when it has been delivered to XENIA BOUTIQUE.

Xenia Boutique is not responsible for the cost of return shipping

If you do not have access to a printer, you may simply include a handwritten note with the details of your order as stated in the return form. If you are using the original Xenia Boutique packaging, please ensure the original post label is removed or fully covered to avoid delays in delivering your parcel back to our website.

RETURN SHIPPING COSTS 

  • Return Shipping cost is covered and paid by the customer
  • Shipping cost are non-refundable.
  • Returns can be shipped back using standard shipment Express not required returns shipment times is not included.

 

RECEIVED THE WRONG OR A FAULTY ITEM?

Please email customercare@xenia.com.au if you believe your product is damaged or faulty. We will treat this with the highest of priority.

We ask that you please provide as much detail as possible, including photos so that we can quickly and thoroughly investigate your claim.

Note: Loose threads are not deemed as faulty. If an item is deem faulty. We will sent out a replacement.

We will send you the correct item upon receipt of proof that you have sent back the wrong or faulty item.

Customers will initially be responsible for shipping and handling charges for any faulty products, however this amount will be refunded to your account once the product has been received and assessed. Please ensure you provide a delivery receipt with any charges to ensure your refund can be processed. 
 

ONLINE STORE VOUCHER

  • Online Store Vouchers is issued via Gift Card can be used to make future purchases and do not expire.
  • Gift Cards cannot be refunded.
  • Our team will inspect the return upon arrival and reserve the right to refuse the return if it does not meet the conditions
  • Your online store voucher will be emailed to you once your return has been processed. (Please check your junk mail sometimes our emails can end up in there)

PROCESSING TIMES

  • We aim to process all returns within 2-3 business days of receiving the return to be processed by our team, however we ask to allow up to 5 business days in the case of higher volumes ( long weekends, public holidays and xmas break).
  • Your online store voucher will be emailed to you once your return has been processed. (Please check your junk mail sometimes our emails can end up in there)
  • Domestic returns by regular post can take up to 7days, while express post can take up to 3 days. International post can take up to 30 days to arrive.

 

EXCHANGES

Due to our products frequently selling out, we cannot process an exchange for you. If you require a replacement size, colour or alternative item/s, you are required to place a new order.

FINAL SALE & SAMPLE ITEMS

Only regular priced items may be returned, unfortunately all Final Sale Items and Sample items cannot be returned for a refund or exchange, unless the item received is faulty or your order was fulfilled incorrectly.

REJECTED RETURNS

It is your responsibility to ensure that your return meets the above requirements.

If a return is received and not approved through quality control, we will contact you immediately and provide more details as to the rejection.

You will be given the option to pay for the goods to be returned to you or for the goods to be destroyed, as they are not fit for re-sale.

In the case where you choose for the goods to be destroyed OR if we do not receive a response for resolution within 10 days, the goods will be donated to a fabric recycling facility.

PRODUCT INFORMATION:

Our items are photographed and professional lighting is used, so item colour may vary slightly though we aim to keep it as accurate as possible. Please refer to the product description, close up shot to see true colour. Colour may also look slightly different based on your display screen. 

AFTERPAY

Please note, AfterPay orders are subject to the same non-returnable conditions as mentioned under the respective categories.

If you have any queries regarding your Afterpay payments or account, please don’t hesitate to contact Afterpay on 1300 100 729 or at info@afterpay.com.au

ADDITIONAL INFORMATION:

Please note that the goods are your responsibility until they are returned to XENIA. XENIA will not issue a refund on item/s that are not received or are lost in transit.

If you experience any difficulties while entering your Shipping address during checkout or while you are creating an account, please email customercare@xenia.com.au with your full shipping address and contact phone number before you place your order so that an account can be set up for you. 

We are not responsible for lost or stolen packages or packages delayed in transit. 

If an incorrect shipping address is provided by a customer made during the checkout process, the order will be returned to XENIA HQ and may take up to 3 months to arrive. XENIA reserves the right to charge the customer a of re-shipping fee.

Shipping is non-refundable except in cases where XENIA may have made an error.

 

Please note: The final decision on all returns and/or store credits is at the discretion of Xenia Boutique.