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Delivery&Return F.A.Q. about our deliveries and return policy

Delivery policy

How soon will I receive my order?

We aim to despatch orders placed before 12pm, the same day. Orders received after this time will be despatched on the next working day. Please Note: this may differ at busy times such as sale times, Easter, Christmas and Bank Holidays.

Deliveries within the UK usually arrive within 3-5 working days of despatch for Standard Delivery, 1-3 working days for Express Delivery or next day by 1pm for Special Deliveries.
Deliveries to Ireland and Europe can take 5-7 working days and international orders can take 7-14 working days from despatch. Please note these times are estimates and may differ during busy periods.

Is shipping free?

UK Standard delivery
UK Express Delivery
UK Special Delivery
Europe
Rest of the world

**We do not ship to the Channel Islands.

Free
£6.55
£11.00
£4.00
£16.00
£31.00

Can I track the status of my order?

Your tracking number is sent to the email address provided by you once the order has been despatched.

All deliveries require a signature. It may be more convenient to you to provide a work address to ensure your order can be delivered when scheduled. If nobody is available to sign for the delivery when it arrives at the agreed delivery address, the courier will leave a calling card detailing how to arrange a re-delivery. If re-delivery is attempted without success on two further occasions, the goods will be returned to the Online Department and your order will be cancelled.
As a signature is needed to confirm delivery, we are unable to deliver to P.O. Boxes or BPFO addresses. We do not ship to hotel or forwarding company addresses.

Customers are strongly advised to inspect deliveries if the outer packaging has been tampered or is damaged prior signing for delivery.

Who is liable for Import Duty?

If your delivery address is outside of the UK, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. We cannot be held responsible for these charges.
If you wish to find out more information, please contact your local Customs and Excise office.
**International shipments may be subject to cross-border inspections by customs authorities. This may cause a delay in delivery.

Can I cancel my order?

If you wish to cancel your order before it has been despatched, please contact our Customer Service Team on +44 (0) 2035 818 130.
We are unable to cancel deliveries once the order has been despatched and until the first attempt of delivery has been made.

Please note that we will not be able to edit, cancel or add any product to a confirmed order placed online. Address amendments can be made only. Existing orders will need to be cancelled and a new order needs to be placed online for the new item.

What happens if the item I have received is not what I ordered?

If you have received an incorrect item, please contact our Customer Service Team without delay. We will do our best to sort this out for you within 48 hours.

What happens if I have received a faulty item?

We are committed to ensuring our customers receive best quality products. So if you think that there is a fault with one of the items you have received, please contact our Customer Service Team straight away.

Please give us as many details as you can about the order and the problem in question so that we can handle your query as quickly and efficiently as possible.

Delivery Exceptions

On rare occasions parcels may go missing, if for any reason you have not received your parcel within 14 days of ordering, please call us on +44 (0) 2035 818 130 and allow us 5-8 working days for us to carry out the investigation.

For further informations

Should you experience any issues with delivery or require assistance with your order please get in touch with our Customer Service Team and they will happily assist you. To contact us click here

Return policy

We understand that you may occasionally want to return items that are not suitable. If you are not satisfied with a product purchased from our online store, simply complete the returns form enclosed with your goods and send them back to us for a full refund.

How long is my cooling-off period?

You can return the goods within 28 days from receipt of delivery without citing a reason or incurring penalties.

How do I return an item?

Please complete and place inside the return’s package the return’s form enclosed with your purchase and send it to the specified address. Please send it back to us using a fully insured and traceable method of postage.

Returns Department
VICTOR XENIA LONDON
Unit 10, Greenwich Quay
Clarence Road
London
SE8 3EY

Items will be refunded only at the following conditions, as proof of not used item: it is in the same condition and full packaged as when you first bought it, included the dust bag (if provided); you have taken reasonable care to ensure that any item is returned to us safely and not damaged in transit.

Please note: items, which are returned uncompleted, soiled, damaged or without their original packaging and labels will not be refunded.
Failure to enclose the return’s form inside the package may lead to your return being delayed or refused.

Does a return involve costs for the customer?

The costs and risks incurred in returning items are at the sole responsibility of the customer. We recommend that you prevent loss or damages by sending your returns with fully insured and traceable method of postage. Please keep receipt for proof of postage.

Unfortunately, shipping costs and/or import duties are not refundable and we are not held responsible for returns that do not reach us.
In the event of the goods being faulty however, we would advise customers to contact us on +44 (0) 2035 818 130 or at customerservice@victorxenialondon.com as soon as possible.

What is the refund procedure, if the return is accepted?

For all approved returns, refunds are processed within a maximum of 30 days from receipt of the returns package. However, most of the time we process refunds quicker than this and aim to process them within 7 – 10 days. When the return’s parcel arrive in our Return Department we will send you an email to inform you that we have received it and update you on approximately how long refund will take to process at that time.

Refunds are issued to the credit card used for the purchase and the amount refunded corresponds to the total paid for the item(s).

Other queries

If you have any queries regarding returns, please call +44 (0) 2035 818 130, or e-mail to customerservice@victorxenialondon.com, between 10am and 5pm (London time).

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