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XO LDN - We Care About You

Here’s a list of frequently asked questions to assist you:


Where is my order?

We will keep you updated on your order via email. (If you haven’t received any emails, please check your spam/junk folder.)

You can track your delivery through:

  • The shipping confirmation email you receive when your order has been dispatched.
  • Our dedicated tracking system on AfterShip: Track My Order

If you need further assistance, please contact our Customer Care team via email at orders@xoldn.co.


Why is my order coming from another country?

We have depots in the UK, USA, and Asia. Depending on the product and/or collection, your order will be dispatched from one of these locations.


Why is my order coming in separate packages?

If you ordered multiple products, they might be dispatched from different depots (UK, USA, or Asia), resulting in separate parcels.

Please note:

  • It’s not uncommon for packages to arrive at different times.
  • If one parcel has arrived and you are waiting for others, check your tracking details; the remaining packages should arrive shortly.

How to make a return and an update on our returns timeframe:

  • Returns are free and trackable.
  • You have up to 60 days to return items:
    • Within 30 days: You will receive a full refund.
    • Between 31-60 days: You will receive a gift voucher for the value of the returned items.
  • It may take up to 10 working days for your return to reach the warehouse and be processed.
  • Refunds can take up to 14 working days to appear on your account.

For full details on how to return your item, contact us at orders@xoldn.co.


What happens if I receive a faulty item?

As soon as you discover a fault, please contact our Customer Care team via email at orders@xoldn.co with the following details:

  • Your order number.
  • The faulty item's name and number.
  • A description of the fault.
  • A photo of the fault.

We’ll resolve the issue promptly.


I am missing an item from my order. What should I do?

We apologise if an item is missing from your order. Please check the following before contacting us:

  • Items may have been sent in separate parcels. Check your emails to see if any items are arriving separately.
  • If you’ve placed multiple orders within a few days, they might have been combined but shipped in separate parcels. Check if the tracking numbers for your orders are the same.

If you still cannot locate your missing item, contact us at orders@xoldn.co.


How long will it take to get my order?

  • Standard delivery: 3-5 working days.
  • Express UK delivery: 1-3 working days.

Can I cancel or change my order?

Orders are processed as soon as they are placed, so we are unable to cancel or make changes.
If you wish to return an item, please follow the returns process outlined above.


What should I do if the item I like is out of stock?

All available items are displayed on our website. If an item is out of stock:

  • Contact us at orders@xoldn.co, and we can request additional stock or add you to a waiting list.
  • We will notify you as soon as the item becomes available.

If you have any additional questions, our Customer Care team is here to help: orders@xoldn.co.

 

Contact

Drop us a message with the form below. One of our friendly and knowledgable team will be in touch to help with any questions you may have.

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