Shipping & Returns


SHIPPING & DELIVERY  

We ship worldwide. Products will be shipped everyday and upon payment receipt. Shipping costs will be applied based on location and order specifics upon check out. 

Tracking info will be included in your dispatch email if you choose the tracking option. Orders within Germany are currently sent via DHL/PIN AG and may require a signature upon delivery.

Please double check the address you supply to ensure it is correct as I will not be responsible for orders shipped out to incorrect addresses.  

RETURNS & EXCHANGES 

If you wish to return an item please send it back to:

xouxou Auslieferungslager
Mosaik Werkstätten Berlin

Ifflandstraße 12
10179 Berlin

The individual is responsible to cover shipping costs for returns.

For any damaged items due to shipping please notify us within 5 days of receipt and I will gladly arrange for products to be replaced or provide you with store credit.

Please make sure you send your item back recorded as I shall not accept responsibility for any missing parcels.

Please allow up to 7 working days for your exchange to be processed.
 

REFUND POLICY 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Additional non-returnable items:
Gift cards

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

REFUNDS 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

LATE OR MISSING REFUNDS:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@xouxouberlin.com.

SALE ITEMS:
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@xouxouberlin.com and send your item to:

xouxou Auslieferungslager
Mosaik Werkstätten Berlin
Ifflandstraße 12
10179 Berlin

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over €50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


GIFTS:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.