Refund policy

Returns & Exchanges

We believe returning an item should be just as straightforward as buying it. Our returns process is simple, clear and designed to make things as hassle-free as possible.

Our Return Policy

If you change your mind about an online purchase, you can return the item within 30 days of receiving your order for a refund or exchange.

Returned items must be:

  • Unused
  • Undamaged
  • Returned in the original packaging
  • Returned with all tags still attached

Please note: Due to hygiene reasons, we cannot accept returns or exchanges on certain items including wigs, hosiery, underwear and swimwear.

If you are unsure whether your item can be returned, please contact our customer service team before sending it back.

Who Pays for Return Postage?

If you are returning an unwanted item, you will need to cover the cost of returning the parcel to us.

Unlike many retailers, we refund the full cost of the returned items plus any original delivery charges paid when placing your order.

Faulty or Incorrect Items

In the unlikely event that you receive a faulty item or an item you did not order, we will work quickly to put things right.

To help us resolve the issue quickly, please include:

  • Your order number
  • A description of the issue
  • Clear photographs where possible

Our customer service team will review the issue and advise you on the next steps.

Returning Online Orders In-Store

Our Irvine retail store cannot accept returns for online or phone orders.

All online order returns must be sent directly to our head office using the returns process below.

Exchanges

If you require a different size or colour, simply return the unwanted item to us.

  • You are responsible for the return postage cost.
  • We will send the replacement item free of charge.
  • No additional delivery charges will apply for the exchange item.

Recommended option for faster service: Place a new order for the preferred size or colour and return the unwanted item separately for a refund.

How To Arrange a Return or Exchange

  1. Contact our customer service team
    Phone: 01294 204004, Monday – Friday, 8am – 4pm
    Email: support@xs-stock.co.uk
  2. Explain the reason for your return
    If the item is faulty or damaged, please include clear photographs where possible. This helps us resolve your request more quickly.
  3. Wait for return authorisation
    Please wait for our team to authorise your return before sending any items back.

Important: Please do not return any items without contacting us first and receiving return authorisation from our customer service team. Unauthorised returns may delay processing and could result in the return being refused.

Contact Us

If you need help with a return or exchange, our customer service team is happy to assist.

Phone: 01294 204004
Email: support@xs-stock.co.uk
Opening Hours: Monday – Friday, 8am – 4pm

Returns Address

XS-Stock.com Ltd
3 Brewster Place
Riverside Business Park
Irvine
KA11 5DD

This policy does not affect your statutory rights.

For full Terms & Conditions please click here.