Refund policy
Returns & Refunds
Last updated: 19 August 2026
XNO accepts returns. This page explains whether you can return an item, how to do it, how long everything takes, and how to reach us. If anything here is unclear, email us at xnoworld9@gmail.com and we will walk you through it.
1. Your right to return: 14 days
You may cancel your order for any reason within 14 days of receiving it, without giving a reason. The 14-day period starts on the day you, or someone you nominate other than the carrier, physically receives the goods. If your order arrives in more than one shipment, the period starts on the day you receive the last item.
This right applies to consumers in the European Union under the Consumer Rights Directive 2011/83/EU and Dutch law. Nothing on this page limits your statutory rights.
2. How to start a return
- Tell us within 14 days of delivery. Email xnoworld9@gmail.com with your order number and the items you want to return. You may use the model withdrawal form in section 10, but you do not have to.
- We reply within 2 business days, Monday to Friday, with a return authorisation and the return address.
- Send the item back within 14 days of telling us you want to return it.
- Use a tracked service and keep your proof of postage until the refund lands.
3. Condition of returned items
Items must come back unworn, unwashed, and in original condition, with all tags and the XNO authenticity label still attached, in the original packaging.
You are welcome to inspect and try on an item the way you would in a physical shop. If an item comes back with a reduction in value caused by handling beyond that, we may deduct a proportional amount from your refund and will explain the deduction in writing.
4. Who pays for return shipping
- Change of mind: you pay the cost of returning the item to us.
- Faulty, damaged, or wrong item: XNO pays the return shipping in full.
We recommend a tracked service. We cannot refund items that never reach us.
5. Refunds: how much, and when
- We refund the full purchase price of the returned items, plus the standard outbound shipping you originally paid. If you chose a faster or more expensive delivery 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 the refund within 14 days of receiving the returned goods, or within 14 days of you giving us proof that you sent them back, whichever is earlier.
- Your bank or payment provider may take a few extra days to show the money in your account.
6. Faulty, damaged, or incorrect items
If your order arrives damaged, faulty, or is not what you ordered, email xnoworld9@gmail.com within 14 days of delivery with your order number, photos of the item and the packaging, and a short description of the problem.
We will arrange a free replacement or a full refund, including all shipping costs, at no charge to you. This is in addition to your statutory rights, which are not affected.
7. 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 items are released in limited quantities, so we cannot hold or reserve stock while a return is in transit.
8. 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 that have had the XNO authenticity label removed.
- Made-to-order or personalised pieces, unless they are faulty or not as described.
9. Cancelling before your order ships
Email us as soon as possible at xnoworld9@gmail.com. If the order has not yet been dispatched, we will cancel it and refund you in full.
10. Model withdrawal form
You may, but do not have to, use this form. Complete it and 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: ______
11. How to reach us
- Email: xnoworld9@gmail.com
- Phone: +31 6 16593444
- Address: XNO, Markelerbergpad 473, 1105 AX Amsterdam, Netherlands
- Chamber of Commerce (KvK): 94950733
- VAT (BTW): NL003895594B86
- Response time: within 2 business days, Monday to Friday, 09:00 to 17:00 CET
12. Complaints
If you are not happy with how we handled a return, email xnoworld9@gmail.com with "Complaint" in the subject line and we will respond within 5 business days.
If we cannot resolve it together, consumers in the European Union can get free help from the European Consumer Centre Netherlands. Dutch consumers can also contact ConsuWijzer. You always retain the right to bring a claim before the competent court.