RETURNS.
Returns Policy — last updated 19 August 2026
XNO accepts returns. Here is exactly how it works, how long it takes, and how to reach us.
Your right to return: 14 days
- You may return any item for any reason within 14 days of delivery, without giving a reason.
- The 14 days start on the day you receive the goods. If your order arrives in several shipments, they start on the day the last item arrives.
- This is your statutory right of withdrawal under EU Consumer Rights Directive 2011/83/EU and Dutch law. Nothing on this page limits it.
How to start a return
- Email us within 14 days of delivery at xnoworld9@gmail.com with your order number and the items you want to return.
- We reply within 2 business days with your return authorisation and the return address.
- Send the item back within 14 days of telling us.
- Use a tracked service and keep proof of postage until your refund lands.
Condition of returned items
- Items must be unworn, unwashed, and in original condition with all XNO tags and the authenticity label still attached.
- You may inspect and try on an item as you would in a shop. If it comes back with a reduction in value from handling beyond that, we may deduct a proportional amount and will explain the deduction in writing.
Who pays return shipping
- Change of mind: you pay the return shipping.
- Faulty, damaged, or wrong item: XNO pays the return shipping in full.
Refunds: how much, and when
- We refund the full price of the returned items plus the standard outbound shipping you paid. If you chose an express option, we refund the standard rate.
- Refunds go back to your original payment method (iDEAL, card, PayPal, or Klarna). Gift card purchases are refunded as store credit.
- We issue refunds within 14 days of receiving your return, or within 14 days of your proof of dispatch, whichever comes first. Your bank may take a few extra days to show it.
Faulty, damaged, or incorrect items
- Email xnoworld9@gmail.com within 14 days of delivery with your order number, photos of the item and packaging, and a short description.
- We arrange a free replacement or a full refund including all shipping costs, at no charge to you.
Exchanges
We do not process direct exchanges. Return the item for a refund and place a new order for the size or piece you want. Our drops are limited, so we cannot reserve stock while a return is in transit.
Items that cannot be returned
- Gift cards.
- For hygiene reasons: underwear, swimwear, face masks, and pierced jewellery, unless faulty.
- Items that have been worn, washed, altered, or had the authenticity label removed.
- Made-to-order or personalised pieces, unless faulty or not as described.
Cancelling before dispatch
Email us as soon as possible. If your order has not shipped, we cancel it and refund you in full.
Model withdrawal form
Optional. You do not have to use it, but you may. Send it to us by email.
To: XNO, Markelerbergpad 473, 1105 AX Amsterdam, Netherlands — xnoworld9@gmail.com
I hereby give notice that I withdraw from my contract of sale for the following goods: ______
Ordered on / received on: ______
Order number: ______
Name and address of consumer: ______
Date: ______
How to reach us
- Email: xnoworld9@gmail.com
- Phone: +31 6 16593444
- Address: XNO, Markelerbergpad 473, 1105 AX Amsterdam, Netherlands
- KvK: 94950733 · VAT (BTW): NL003895594B86
- Response time: within 2 business days, Monday to Friday
Complaints
Not happy with how we handled a return? Email xnoworld9@gmail.com with "Complaint" in the subject and we respond within 5 business days. If we cannot resolve it, EU consumers can get free help from the European Consumer Centre Netherlands, and Dutch consumers from ConsuWijzer. You always retain the right to bring a claim before the competent court.