Refund policy
At XOLENE, we are committed to offering refined, high-quality jewellery designed to combine elegance, sophistication and everyday durability. If, for any reason, you are not completely satisfied with your purchase, you may request a return or exchange in accordance with the conditions below.
Return Period
The applicable return period will be clearly displayed at checkout. Customers must submit their return request within the specified timeframe.
Eligibility Criteria for Returns
To be eligible for a return or exchange, items must be:
- In the same condition as received
- Unused and with no signs of wear
- With original tags attached
- In the original packaging
We reserve the right to refuse returns that do not meet these conditions.
Exchanges
We offer exchanges for eligible items. If you would like to exchange a product, please contact our support team. Exchanges are subject to product availability.
Refunds
Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed within 5–10 business days to your original payment method. Please note that your bank or payment provider may require additional time to complete the transaction.
Return Shipping Costs
If your return is due to a manufacturing defect or damage upon arrival, XOLENE will cover the return shipping costs.
If the return is due to a change of mind or personal preference, the customer is responsible for the return shipping costs.
Damaged or Defective Items
If you receive a defective or damaged item, please contact us as soon as possible at contact@xolene.com, including your order number and clear photos of the issue. We will review your request and provide return instructions.
How to Initiate a Return
To initiate a return or exchange, please contact our customer support team at contact@xolene.com. Include your order number and the reason for your request. We will guide you through the next steps.
Non-Returnable Items
We currently do not offer personalised or custom-made items. Should this change in the future, such items may not be eligible for return unless they are defective.
Important Information for European Customers
This policy complies with applicable consumer protection laws in the European Union and the United Kingdom. Nothing in this policy affects your statutory rights under local consumer protection legislation.