Please see our Black Week FAQs for important Return & Exchange Information during Black Friday sales.

You can return your item(s) through our easy-to-use portal below.

You must register your return and mail your item(s) back to us no later than 45 days from order date. Customer is responsible for the return shipping fee, return label can be purchased via our returns portal (eligible countries). If 45 days have passed, unfortunately we can’t accept your return, no exceptions.

You can exchange an item for a different size, or a different product. Refunds will be processed back to the original payment method only, this policy applies for all payment methods including Buy Now & Pay Later payment methods. If your order was purchased with YouPay your refund will be in the form of a Gift Card. We also offer store credit. 

Returns must adhere to the following:

• Unworn, unused & unwashed
• Tried on with underwear on; no distinct odours, blemishes, signs of wear, hair; not damaged by the transfer of make-up or deodorant; shoes - size sticker still in tact on outsole and no sign of use on outsole)
• In its original packaging with tags attached (if applicable)
• If you purchased shoes the shoe box must be undamaged. Please do not stick returns labels directly on the box, use a mail bag. If the shoe box is damaged, £2.50 will be deducted from your refund as we need to replace the box.

Any items not meeting these criteria will NOT be refunded or exchanged. We reserve the right to return your item back to you if it does not adhere to the above, at your own cost.

If you have a product fault or FoxBox exchange, please do not use the returns portal.

Product Fault: Please contact hello@cxix.com (with subject "faulty", including description and pictures of the issue if applicable and order number) within 48 hours of receiving the item and the team will help you. Genuine product faults will have a replacement item sent straight out if stock is available. If no stock is available we will offer an exchange of the same value or a refund. 

FoxBox Exchange: Please email foxbox@cxix.com with the size you'd like to exchange for (size exchange only for FoxBox, no refunds or exchanges for other items)

 
You’ll need the following info to register your return:

• Order number (you can find this on your order confirmation or shipping email)
• E-mail address OR Shipping address post code

How to register your return inside the portal:

• Enter your order number AND postcode OR e-mail
• Select which item(s) you are returning and why
• You can exchange for another size, return for refund or store credit, or use the Shop Now feature to exchange for a different product.
• Shop Now: You will be taken to what looks like our website - browse and choose the product(s), click checkout and you'll be then taken back to the Returns Portal to review and confirm
• Shipping label fee is deducted from refund / store credit total, or paid upfront if exchanging (Eligible countries: UK, France, USA, Canada, Australia, New Zealand)
• Rest of the World needs to take the parcel to post office and purchase label there. The customer is responsible for return shipping costs. Please keep your proof of postage safe until your return reaches us
• Use Instant Exchange if you'd like your new items sent out right away! (Eligible countries only. Credit card guarantee required; you'll only pay for it if your return isn't in the post within 14 days)
• If you opt for Standard Exchange and the item requested is out of stock by the time your return reaches us, you will be contacted by our Customer Service team to organise an exchange for something else or a store credit
• Send your return to the address provided within 14 days of registering the return
• Once you can see your return has reached our warehouse please allow up to 7 working days for this to be processed

Shipping charges

The customer is responsible for all return shipping charges.

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

Shipping costs are non-refundable, we only refund item costs.

FoxBox is made to order, thus we only accept exchanges for a different size and no returns are possible under no circumstances.

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)

YouPay Returns: Due to the way YouPay functions, only the shopper (the person who shared their cart) is able to request a return. Returns can only be dealt with in the form of a digital gift card or an exchange.

I have been sent the wrong item: If there has been an error on your order please contact customer service with the subject WRONG ITEM at hello@cxix.com, who can help you arrange the return and then re-ship of the correct item. If we require you to return an incorrectly shipped item back to us, we will cover the cost of return shipping via standard mail only; anything above this amount will not be reimbursed. 

Full refund policy here.