Our most Frequently asked questions:
When will my order arrive?
- Once your order has been dispatched we will send you an e-mail to let you know that it has left the warehouse and let you know what the estimated delivery date is. Please give the order up to 7 working days to arrive after it has been dispatched.
How do i check the status of my order?
-We will e-mail you once the order has been confirmed and when it has been dispatched, after this give the order up to 7 working days to arrive.
What should i do if my order hasn't arrived yet?
-In the unlikely event that your order has still not arrived after the estimated delivery date please e-mail us at email@example.com and we will get back to you as soon as we can.
Can i exchange my order?
-Please contact us if you would like to make an exchange, we will send you an exchange form for you to fill out and send back to us with your item. Exchanges must arrive back to us within 14 days of being received. After this please allow up to 7 days for us to process the exchange and update you. Please note exchanges are subject to availability. We will contact you if your item is not available for an exchange and in this case we will process a full refund.
*Please note we can only process UK exchanges. All international exchanges will be processed as a refund.
How do i cancel an order?
-If you have made a mistake with your order and would like to amend or cancel please contact us as soon as possible, we will try our best to solve the issue however it isn't guaranteed that it can be amended as orders are processed very fast. However you have (x) time to return any unwanted items in original condition, please see our returns policy for more information.
How do i return an item?
How long will my refund take to process?
- It could take up to 10 working days for your returned parcel to be received in the UK. We’ll send you an email as soon as we receive your returns and have processed them. After this the refund will take 3-5 working days to reach your account.
If we haven't contacted you after 10 working days of you sending your parcel back, track your return to see where it's up to.
What is your returns policy?
- Please contact us if you would like to make a return, you have up to 14 days of receiving your items to let us know that you will be returning them and up to 30 days to have them returned to us.
How do i use a promotion code?
- Promotion codes must be entered at checkout and cannot be used in conjunction with any other sales or promotions. If you are struggling to use a promotion code please contact us to solve the issue.
Where can i find product sizing information?
-Our sizing conversion charts are available in the drop down menu where you can find sizing information for clothing and shoes.
How can i pay for my order?
- When checking out to pay for your order you will find that we accept VISA, MASTERCARD, AMEX AND PAYPAL.
Do you ship worldwide?
-XOBYMAL are based in the UK but we do ship internationally, please note that for international shipping we can not always control the time that it may take to arrive.