How can I return or exchange an item?
To make returns and exchanges:
you have 14 days from the delivery date to decide whether to keep or return your items.
Please contact Customer Service for authorization as soon as possible at store@xiwikj.it indicating your order number and outlining which item(s) you wish to return or exchange. You will be sent specific instructions based on the country of return and the required return authorization form.
Xiwikj will not take any responsibility or accept the return of any goods returned without authorization from our customer service team.
Return and exchange policy for online purchases
Customers can return or exchange their order, in whole or in part.
An exchange or refund must be requested within 14 days of the order being delivered.
If you wish to return an item for a refund or exchange, please first contact Xiwikj Customer Service at store@xiwikj.it for specific authorization and instructions.
Please note the following specific details for returns and exchanges from inside and outside the European Union.
After receiving authorization and instructions from the customer support team, please notify us to return the item; you will have 5 working days from the date of authorization to return the item(s).
Items delivered to the postal service or courier after 5 working days will not be accepted once received and will be returned to the customer. Returns must be accompanied by a completed and signed return authorization form.
Items must be returned in their original condition, undamaged, unworn and unwashed, with all their original tags, with all packaging, received upon delivery. Returned items that do not meet these requirements will not be accepted and will be returned to the original address at the customer's expense.
The hosiery cannot be returned or exchanged due to hygiene restrictions. Changes within the EU
Items can be exchanged for the same item in a different size or color, if the product is available. The customer is responsible for returning the item they wish to exchange to Xiwikj; Once received, the alternative size or color will be sent at Xiwikj's expense.
Changes outside the EU
Items can be exchanged for the same item in a different size or color, if the product is available. The customer is responsible for both the returned item and what he wishes to receive in exchange.
Returns
Refunds consist of the price paid for the goods purchased, excluding shipping costs.
All refunds are made in euros (€). Any differences in the refunded amount may occur due to daily exchange rate fluctuations and will not be refunded.
Refunds will be made within 5 business days of the arrival date of the returned items at our head office to the same payment method used for the purchase.
For orders placed by credit card, the amount to be refunded will be visible on the next card statement. Processing time may vary depending on your credit card company, but typically takes up to 20 business days.
When a PayPal transaction is refunded, the money is returned to the customer's PayPal account or credit/debit card. The refund methods and times depend on the original payment. Customers can review PayPal's policy and check the status of their refund at any time by logging into their PayPal account. Returns within the European Union
If you wish to return or exchange an item from a European Union country, you will be responsible for the shipping costs for returning the item to our headquarters. We strongly recommend using a postal service or courier that offers a tracking service.
Please send the item or items to the following address, attaching the completed and signed return authorization form to the package:
Returns:
Fili & Fiori Srls (Xiwikj shop)
Corso Sant'Anastasia 29b
37121 Verona (VR)
Italy
Returns and exchanges from countries outside the European Union
If you wish to return or exchange an item from a country outside the European Union, including the UK, we will email you a DHL returns label together with customs documents for you to print.
Please ensure that the item to be returned is well packaged in suitable packaging, that the DHL label is securely attached to the outside of the package and that the documentation provided is clearly displayed in an appropriate clear plastic folder. You can deliver your package to a DHL Access Point or arrange collection from your local DHL office by following the instructions on www.dhl.com.
You will have five working days from receipt of the DHL label and documents to arrange collection or drop off your package at a DHL Access Point. Items delivered to the courier after 5 working days of receipt of the documents will not be accepted once received and will be returned to you.
Please carefully note that shipping costs incurred for returning the item to xiwikj are the responsibility of the customer and will be deducted from the amount you will be refunded for the returned item. Please carefully note that for exchanges, the customer is responsible for shipping both the returned item and the item they wish to receive in exchange. What happens next?
Once the returned item(s) has been received, Xiwikj will evaluate the returned goods to ensure that all conditions outlined in the Returns Policy are met.
Xiwikj cannot accept the return of items that are not suitable for resale.
Items must be returned neatly packaged, in their original condition. Items must be intact, unworn and unwashed, with all their original tags received upon delivery.
Returned items that do not meet these requirements will not be accepted and will be returned to the original address at the customer's expense. If the returned item(s) meets the conditions listed above, a refund (consisting of the price paid for the purchased goods, excluding shipping costs) will be made to the original payment method within 5 business days of receipt and acceptance of the returned goods.
You will receive an email from the customer service team informing you that your returned items have been received, accepted and your refund has been processed.
If you have requested an exchange, the alternative size or color will be sent to you once the returned item has been received and accepted at Xiwikj's expense.
What items are marked as non-returnable?
All items returned within a period exceeding 14 days.
Items with removed Xiwikj tags, brand tags and red seal.
All types of socks cannot be returned or exchanged due to hygiene restrictions.
Worn, used or damaged items.
Defective goods
Items received damaged or that do not correspond to the color, size or model ordered are considered defective. Please inform Customer Service immediately after receipt by sending an email to store@xiwikj.it with your order number, specifying the problem. Customers are requested to provide detailed photos showing the defect or error.
In these cases, shipping costs and any applicable taxes or duties to return the item will be paid by Xiwikj. Once these items have been returned and approved by our Customer Service team, we will process the refund within 5 business days of receipt.
Please note that items damaged due to normal wear and tear, accident or misuse will not be considered faulty