Returns
You can return your item(s) through our easy-to-use portal below.
You must return your item(s) back to us no later than 45 days from order. You are responsible for the cost of your returns and can purchase a shipping label via the portal. If 45 days have passed, unfortunately we cannot accept the return, no exceptions.
We offer exchange or store credit only. All exchange requests are processed subject to stock. If the item is unavailable you will be contacted by our Customer Service team to organise an exchange for something else or a store credit.
Returned items will be quality checked and must adhere to the following:
- Unworn, unused & unwashed (no distinct odours, blemishes, signs of wear; not damaged by the transfer of make-up or deodorant)
- In its original packaging with tags attached (if applicable)
Any items not meeting these criteria will NOT be processed for store credit or exchanged. We reserve the right to return your item back to you if it does not adhere to the above, at your own cost.
If you have a product fault please do not use the returns portal. Contact hello@cxix.com (with the subject "faulty", including pictures of the issue and your order number) and the team will help you.
You’ll need the following info to register your return:
- Order number (you can find this on your order confirmation or shipping email)
- E-mail address
- Shipping address (post code)
How to register your return inside the portal:
- Enter your order number AND postcode OR e-mail
- Select which item(s) you are returning and why
- Note: if the new size / item requested is out of stock you will be contacted by our Customer Service team to organise an exchange for something else or a store credit
- Confirm your original personal and delivery info
- Select your preferred returns method & complete your payment for your returns label (USA & Canada only; if opting for store credit, shipping fee will be deducted from the total Gift Card value; Rest of the World needs to take the parcel to post office and purchase label there). The customer is responsible for return shipping costs
- Send your return to the address provided within 14 days of registering the return
- Once you can see your return has reached our warehouse please allow up to 7 working days for this to be processed
Please keep your proof of postage safe until your return reaches us.
Sale items: can be returned for store credit or exchanged.
YouPay Returns: Due to the way YouPay functions, only the shopper (the person who shared their cart) is able to request a return. Returns can only be dealt with in the form of a digital gift card or an exchange.
I have been sent the wrong item:
If there has been an error on your order please contact customer service with the subject WRONG ITEM at hello@cxix.com, who can help you arrange the return and then re-ship of the correct item. If we require you to return an incorrectly shipped item back to us, we will cover the cost of return shipping via standard mail only; anything above this amount will not be reimbursed.
My Item is Faulty
If you believe your item to be faulty, please email customer service at hello@cxix.com within 48 hours of receiving the item with the subject "faulty"; please include a description and photograph of the fault, along with your order number and name. Genuine product faults will have a replacement item sent straight out if stock is available, if no stock is available we will offer an exchange of the same value or a refund.