Return and Cancellation Policy

Not satisfied with your order?

We would love to hear how we can improve!

You can return your order within 14 days of receipt, provided the item is unused, or send us a photo showing that the product is defective. We will review the photo and, in most cases, may be able to resolve your issue without a refund.

We will ensure that your refund is credited to your account within five business days of receiving your returned order, or after our customer service team has reviewed and confirmed your photo.

Important: Beauty products and items purchased during sales or with other discounts cannot be returned.

Returns by Post

You have up to 14 days from receipt of your order to exchange a product for a different size or colour, or to request a refund, provided the order was delivered to a parcel collection point near you.

1. CONTACT US

First, contact us by email at info@wixello.com to obtain the return address. As we operate different distribution centres, we need to determine which centre your parcel originated from based on the reason for your return.

2. INCLUDE YOUR PACKING SLIP

Pack the product as securely as possible in its original packaging and include a note with your order number.

As the sender, you are responsible for the return shipment. Therefore, always ask DHL for a tracking number when returning your parcel.

Once you have shipped the parcel, contact us at info@wixello.com to let us know whether you would like a refund or an exchange for a different size or colour.

Please note: Our headquarters are located in China. When returning a product, you may be required to send your parcel to our supplier, which is located in Asia.

3. SHIPPING

Visit your nearest parcel drop-off point, such as a post office or parcel shop, and send your parcel back.

Once the product arrives at our warehouse, your requested size or colour exchange will be processed as soon as possible, or a refund will be arranged.

Order Cancellations

To cancel an order, contact us immediately at info@wixello.com.

If you cancel your purchase within 24 hours of placing your order, we can provide a full refund. Otherwise, the items must be returned to us once they have been delivered to you.

Shipping Costs

Customers are responsible for any shipping costs incurred when returning a product. These costs are non-refundable.

If you receive a refund for your purchase, the original shipping costs will be deducted from your refund.

The time it takes for an exchanged product to reach you depends largely on your location.

We always recommend using a tracked shipping service or purchasing shipping insurance when returning a product.