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Return Policy

Return Policy

Products must be returned within 30 days of delivery. Returned products must have all the origianl labels attached and be in their original packaging. You must complete the online Return Process to register your return on our system (see below for more details). Who pays for the shipping?
The cost of returning the product/s to our warehouse, whether by courier or postal service, is solely payable by the customer. However, we will pay to ship the new product/s to you.
When will the change be made?
Your new product/s will be shipped once we have received the original product/s back in our warehouse.

Refunds

If you don't want the product/s and wish to receive a refund: Firstly, please complete the online Return Process. To do so, simply log into this website with your username and password and click on 'My Orders'. Then, click on the 'Return product/s' button beside your order number. Follow the on-screen prompts and instructions until your return is registered. On the last page of the return process, you will be asked to print a 'return label'. This return label should be included inside the package you are returning to us. On this label, please mark the circle beside 'Refund' and write a brief explanation of why you wish to be refunded.

(Note: If returning by courier, the courier may require that a second copy of the return label be affixed to the outside of the package)

How much will be refunded?
Please note that, as an integral part of Oystersin's return policy, all refunds will be granted free of charge to the original purchaser. However, the cost of returning the product/s to our warehouse, whether by courier or postal service, is solely payable by the customer.

The customer will be refunded the value of the returned product/s only. How will the money be refunded?
Please note: This online shop operates from the European Union and, as such, all transactions are ultimately made in Euro. If you live outside the Euro zone, the Euro value of the product will be converted into your currency on the day the refund is processed. Returned products that were originally paid for using a credit card or via PayPal will be refunded to the original credit card or original PayPal account.
When will the refund be processed?
The refund will be processed as soon as the returned product/s arrive in our warehouse. Please note: If you paid by credit card, refunds can then take up to 4 weeks to appear in your bank statement. Also, please be aware that the refund will appear in your statement under the name 'Oystersin'.

Fault or error

Step 1 - If there was a fault or error with your product/order: Firstly, please complete the online Return Process. To do so, simply log into this website with your username and password and click on 'My Orders'. Then, click on the 'Return product/s' button beside your order number. Select whether you would like to change the product or receive a refund. On the following page, there is a box for writing a note. Please write here that there was a fault or error with your product/order and explain what that fault/error is. However, do not send the product back to us yet (see below).

Step 2 - Photographic support You will be required to send photographic evidence supporting the fault/error. Using a digital camera, cameraphone or other, please send an image of the product/s in question to eboutique@xerjoff.com Please put your Order Number in the email's Subject line and give a brief explanation of the error/fault in the email itself.

Step 3- Do not send back the product yet: Do not return the item/s to us until the fault/error has been clarified by Customer Care. Once the return process is complete and the photographs received, you will be contacted by the Customer Care team to arrange collection of the item by courier.