FAQs

Our e-commerce opening times are Monday to Friday 10am to 6pm. We are always available via email or our contact us form contact us form and usually aim to respond within 24-48 hours. During busy periods these times maybe extended. You can also reach us via phone at <0800> Please note, phone lines only operate during business hours. Monday to Friday, 10am to 6pm. During busy periods the times above may be extended.

Our e-commerce opening times are Monday to Friday 10am to 6pm. We are always available via email and usually aim to respond within 24-48 hours. During busy periods these times maybe extended.

Please ensure that you return goods to us within 14 days from delivery. We recommend that you return your items via registered and insured post, however, you will be responsible for the cost of returning the goods to us. If a return is payable to you we will process the refund as quickly as possible and in any case within fourteen (14) days of receipt of the original order back to us. Please note that we are unable to refund any shipping costs.

XXY-23 accept returns for a refund or an exchange if you are not completely satisfied with your order. This excludes items that were discounted due to faults or pre-owned items.

Please do not remove the tags until you are happy with your order. We reserve the right to consider the condition of any product that you wish to return and make any deductions if there are indications that the product, its tags, security devices or seals have been used, removed, broken or tampered with.

Tags must not be removed and be fully intact when you return any item to entitle you to an exchange or refund.

Please ensure that you return goods to us within 14 days from delivery. We recommend that you return your items via registered and insured post, however you will be responsible for the cost of returning the goods to us. If a return is payable to you we will process the refund as quickly as possible and in any case within fourteen (14) days of receipt of the original order back to us. Please note currently we are unable to refund any shipping costs.

Please ensure that you return goods to us within 14 days from delivery. We recommend that you return your items via registered and insured post, however, you will be responsible for the cost of returning the goods to us. If a return is payable to you we will process the refund as quickly as possible and in any case within fourteen (14) days of receipt of the original order back to us. Please note that we are unable to refund any shipping costs.

Please do not remove the tags until you are happy with your order. We reserve the right to consider the condition of any Product that you wish to return and make any deductions if there are indications that the product, its tags, security devices or seals have been used, removed, broken or tampered with. The tags must not be removed and be fully intact when you return any item to entitle you to an exchange or refund.

As a company, we aim to ensure that we always deliver the best levels of customer service. However, if you are not happy with the service you have received, you should contact us immediately so that we can investigate your concerns. Our complaints process is designed to be quick, simple and fair.

You can register a complaint directly with us via email, our contact us form contact us form or by letter, for further investigation.

It is important that you provide us with as much information as possible. When submitting your complaint to us, please include the following:

• Name
• Email address or phone number
• Any relevant reference numbers
• A clear description of your complaint
• Any documentary evidence to support your complaint
• What outcome you require

XXY-23 takes all feedback very seriously and aims to deal with complaints as quickly and effectively as possible.

We will investigate your complaint in accordance with our internal complaints procedure:

• Whether your complaint is made verbally or in writing, you will be notified we have received your complaint and that it is under investigation.
• You may also be contacted if we require further information.
• On completion of the investigation into your complaint we will write to you and set out the findings of the investigation which has been carried out, whether your complaint has been upheld or rejected and the reasons for that.

We put great care throughout our packing process to make sure you receive your items in perfect condition. However, damage may occur while the shipment is in transit.

If you see that the packaging is damaged or has already been opened, please refuse the delivery. It will be automatically returned to our warehouse, and we will refund you for the item(s).

If you notice that the contents are damaged or faulty after you already accepted the delivery, please return them. You can contact us with all the information so we can action your return.

Once you’ve placed your order, the order process begins, to ensure speed of delivery.

This means you can’t cancel your order or make changes to it. This includes adding or removing items, changing colours or sizes, changing delivery address, delivery option or email address on the order.

Once you've placed your order we will send you an order confirmation email, detailing what you bought, cost and delivery option.

We will also send you an email when the order has been processed and your tracking details, so you can keep an eye on the shipment. The tracking information can also be found in your order history.

If you are not receiving emails from us, please check your junk folder and add us to your safe list.

Unfortunately we have no control over failed orders that did not pass security, We advise your billing/shipping details match correctly and that you place your order again using all the correct information.

If your order has been cancelled, you will be refunded to your original method of payment within 3-5 days. The time might depend on your banks processes. Please get in touch with your card issuer directly.

We accept most well known payment methods:

• American Express (AMEX)
• Apple Pay
• Maestro
• Mastercard
• PayPal
• VISA
• VISA Debit
• Klarna
• Clearpay

The Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.

We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. However, the funds will not be released until we have processed your item(s) for delivery and captured payment.

In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

Authenticity is the backbone of our business, every item we sell on our site is inspected by our in house expert authentication team.

Our team are greatly experienced and highly trained in the business. furthermore, we only source our products from industry verified and trusted suppliers.

When you shop with us rest assured you are always buying authentic. Each and every time.

There are many ways you can check if an item is authentic, usually the giveaways are:

• Examine the SKU number/tag and labels inside of the item (if the brand has one).
• If ever in doubt you can watch many online Youtube videos from verified sources or get in touch with us for more info.
• Examine the condition of the purchase. If you have owned similar branded item compare them to your new purchase.
• Read website ratings and examine the seller.
• Check for similar items online and compare them.
• Examine the packaging

Please also bear in mind brands are always changing their packaging and place of manufacture, its good to be cautious but don't rush to tarnish a good companies reputation without doing your own research and reaching out to them for any questions or issues you may have. A problem shared, is a problem solved.