How to initiate an return/exchange ?

Please read the information below first

📩 Information to Include in Your Message

When requesting a return, refund, or exchange, please include the following information in your message:

Order Number
Reason for requesting the exchange or return
Date the order was placed
Date the parcel was received
Number of items being returned
Whether you would like a refund or store voucher

If requesting a refund, please also include your bank details:

Account Name:
Bank Name:
Account Number:
Account Type:
Branch Code:

Providing all of this information helps us process your request faster and avoid delays.

⏱ Return Time Period

The 20-day return period starts from the day your parcel is delivered.
If more than 20 days have passed, the item cannot be returned or exchanged.

⚠️ Always include your order number in all communication.

Please also clearly state whether you would like:

A refund, or
A store voucher for the same amount, or
An exchange

For exchanges, we issue a voucher, allowing you to place a new order online.

This process is faster and gives you more time to browse and choose the correct item or size.

Return Address

Send your parcel to:

Shop 130, InStyle Beauty (Next to Rockstar Cafe Inside the mall)
N1 City Mall
Goodwood
Cape Town
7460
South Africa
support@xd21.co.za
0638899677

⚠️ Items That Cannot Be Returned

For hygiene and safety reasons, the following items cannot be returned or exchanged:

Beauty / Body / Nail / Hair products
Makeup
Perfume / fragrances
Underwear / Swimsuits
Earrings
Hygienic items
Open / Used Items

🚫 Condition of Returned Items

Returned items must be in their original condition.

We cannot accept items that are:

Used
Worn
Returned damaged
Altered
Foul smelling
Missing original tags or packaging (If it had no tag , you may return it)

Items that do not meet these conditions may be declined and the sender will need to arrange for collection.

💳 Refunds

All refunds are processed back to the original payment method used at checkout.

Please note that bank details may still be required in some cases to complete the refund process.

Refunds will only be issued after the returned items have been received and inspected.

🤝 If There Is a Problem With Your Order

If the issue is our fault (for example receiving the wrong item or a defective product), please explain the situation clearly and respectfully.

We will gladly assist you and work with you to correct our mistake as quickly as possible.

_____________________________________________________________________________

Steps on returning items:

Step 1: Return the Items

Include the following inside your package:

• Your order number
• A note stating whether you want a refund or a voucher
• The reason for the return

If requesting a refund, include your bank details. (All refunds are processed back to the original payment method used at checkout.)

Acc Name:
Bank Name:
Acc Number:
Acc Type:
Branch Code:

⚠️ Customers are responsible for sending the return parcel back to us. XD21 does not collect return parcels. You may use any courier or delivery method of your choice.

Please inform us how you will be sending the parcel back so we can expect the return.