How to initiate an exchange ?

How to initiate an exchange ? 

Step 1: Initiate Exchange

  • Send us an email at [support@xd21.co.za] indicating that you're returning items for exchange and specify the items you wish to exchange them for.
  • Provide images, codes, and sizes of the items you want to exchange for accuracy.
  • In the subject line, include "Exchange Order #0000" to facilitate quick processing.
  • Send the items to Shop 130, Instyle Beauty, N1 City mall, Goodwood, Cape Town, 7460

Step 2: Return Items

  • Once your exchange request is confirmed, send the items you wish to exchange to our address provided in the email response.
  • Ensure that the items are in their original condition, unworn, and with all tags attached.
  • Add your order number inside the package. 
  • We do not accept returns or exchanges for items marked as FINAL SALE ,R50 SALE ,R100 SALE , customized products, or perishable goods. If you do return it you are liable to collect it. 

Step 3: Exchange Fee

  • An exchange fee of R85 applies for each exchange transaction.
  • You will receive a link for payment of the exchange fee in the email response confirming your exchange request. 
  • The R85 is to send the items back to you and not for collection. We do not collect any exchanges or returns. 

Step 4: Quick Processing

  • Pay the exchange fee promptly through the provided bank details that will be sent via Email.
  • Your exchange will be processed as soon as the payment is confirmed.

Step 5: Receive New Items

  • Once we receive the returned items and confirm the payment of the exchange fee, we will dispatch the new items to you promptly.

Customer Responsibility: It is the customer's responsibility to ensure that the return package is securely packaged and adequately insured and that the requested details are inside. 

  • - Bank details, incase the exchange items are not available
  • - Order number 
  • - Items you want to exchange for 
  • - POP of exchange fee, either printed or sent via email.

Policy Updates: Our exchange policy may be subject to change without prior notice. Please refer to our website for the most up-to-date information.

Store Credit: In some cases, store credit may be offered instead of a refund or exchange.

Exchange Limits: Exchanges are subject to availability. If the requested item is not available, alternative arrangements will be made.