Creatures of XIX

Refund Policy

Our policy lasts 14 days from receipt of goods. If 14 days have gone by since your purchase has been delivered, unfortunately we can’t offer you a refund or exchange. Items must be shipped within 1 week of contacting us, otherwise return can be refused.

Returns where exchange / refund is not specified - If we receive your item back and it is in good condition, we will refund after 7 days.

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; 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 / exchange. Any items not meeting these criteria will not be refunded or exchanged.

To complete your return, we require the following information: Name under which the order has been made, order number, reason for return, and whether you'd like an exchange or refund. Please send this to returns@creaturesofxix.co.

REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit /debit card or original method of payment, within a certain amount of days (3-10 working days on credit / debit cards, immediate with PayPal)

FAULTY ITEMS
If you believe your item to be faulty, please send a picture of the fault with description, 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 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. We do not refund Gift cards.

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 a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at returns@creaturesofxix.co.

SALE ITEMS
Only regular priced items may be refunded, unfortunately sale items cannot be refunded or exchanged (but we can offer gift card in the value of the item, which will be sent to you once we’ve received the return)

SHIPPING
To return your product, after e-mailing us you should mail your product to: Creatures of XIX, Swift eCommerce, 148 Caistor Road, Laceby, DN37 7JG, United Kingdom

The customer is responsible for all return shipping charges.

We cover the outward shipping fee to you for one exchange per order, anything further than that needs to be covered by you.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you order above the free shipping threshold (£75.99 UK, £90 international), and then return items that take you below the threshold, the following shipping fee will be deducted from your refund total:
£3.50 UK
£4.50 EU
£5.50 International
Also applies to free shipping codes, where the entire order has been returned.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.