Returns
How to return an item
- Email us first at hello@xplore-brands.com with your order number and the reason for the return, before sending anything back. We'll confirm the return and give you the details you need.
- Once confirmed, send the item back to: Xplore UK Distribution LTD, 30–32 Albion Road, Sileby, Loughborough, LE12 7RA, United Kingdom
- We recommend using a tracked postal service, as we can't be responsible for items lost in return transit.
Change of mind returns
If you simply change your mind, you have 14 days from delivery to tell us you want to cancel, and a further 14 days to send the item back to us. Return postage is at your own cost. Once we receive the item, we'll refund you within 14 days, including standard delivery charges if you paid any.
Faulty, damaged, or incorrect items
If your item arrives faulty, damaged, or isn't what you ordered, email us straight away with your order number and photos of the issue where possible. You have the right to a full refund within 30 days of delivery, or a repair/replacement/refund after that, under the Consumer Rights Act 2015 — and we won't ask you to cover return postage in these cases.
Refunds
Refunds are issued to your original payment method once we've received and checked the returned item, normally within 14 days.
For full details, see our Terms and Conditions and Shipping Policy.