Refund policy
Our policy lasts 45 days from the day of order. If 45 days have gone by since your purchase has been delivered, unfortunately we can’t offer you a return, but you can still e-mail us with any extenuating circumstances that you would like to be considered.
To be eligible for a return, your item must be in a re-sellable condition, i.e. unworn, unused & unwashed (no distinct odours, blemishes, signs of wear, hair; not damaged by the transfer of make-up or deodorant) and in its original packaging with tags attached (if applicable). All bottoms must be tried on with knickers on, any marked bottoms will be refused for return. Any items not meeting these criteria will not be accepted.
Non-returnable items:
- Gift cards
- Downloadable software products
Returns are done via our Returns Portal. Should you have any issues, please e-mail hello@cxix.com.
REFUNDS
We do not provide cash refunds for returns. Refunds will be store credit only. Only once your return is received and inspected, and is deemed good to go back into stock, will we process your requested exchange or refund.
We will issue refunds to the original form of payment used on an order only in the event that your order:
- Is canceled by us
- One or more of your items was not available after the order was processed
- Item(s) proved to be received damaged, defective, or incorrect
FAULTY ITEMS
If you believe your item to be faulty, please send a picture of the fault with description, your order number and name, with the subject "faulty". Genuine product faults will have a replacement item sent straight out if stock is available, if no stock is available we will offer a different colour or a refund (You do not need to ship a faulty item back to us)
FOXBOX
It is made to order, thus we only accept exchanges for a different size and no returns are possible under no circumstances.
GIFTS
If the item was purchased as a gift and shipped directly to you (the receiver), you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift card code will be emailed to you.
If the item wasn’t purchased as a gift, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
LATE OR MISSING REFUNDS (if applicable)
If you haven’t received your store credit yet, first check your emails again including spam, then contact hello@cxix.com.
SALE ITEMS
Sale items will be refunded with store credit only.
SHIPPING
Returns are done via our Returns Portal.
The customer is responsible for all return shipping charges. If you receive store credit, the cost of return shipping will be deducted from the total.
We cover the outward shipping fee to you for two exchanges per order, anything further than that needs to be covered by you.
Shipping costs are non-creditable, we only provide store credit for the value of the items.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you're purchasing your own shipping label, we recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.