Refund policy

You may return, free of charge, any product purchased from the IXOS online shop within 14 days from the date of delivery.

How to Make a Return

You can exercise your right of withdrawal in three ways:

  • By accessing your account by clicking here: https://account.ixosofficial.com and following the automated withdrawal procedure.

  • By selecting the “Withdraw from the contract here” option at the bottom of the website and following the indicated procedure.

  • By contacting our Customer Service by email at ecommerce@ixosofficial.com or by phone at +39 366 9111622.

Return Procedure for Orders Placed in Italy

If you choose to make a return through our Customer Service, please follow the procedure below:

  1. Contact Customer Service to request a return. You will be sent a Return Form to complete, indicating the items you wish to return and the reason for the return.

  2. Complete the Return Form and make sure that the products are in the same condition in which you received them: they must not have been used, washed, or damaged and all tags must still be attached.

    It is also essential that the security seal is intact. Otherwise, we will not be able to accept the return or issue a refund.

  3. Place the items to be returned and the filled Return Form inside the package. You may use the original packaging or another suitably sturdy package.

  4. Provide Customer Service with an address in Italy where the package can be picked. The address must be fulfilled and accurate and must correspond to the location where the courier can pick the package.

  5. Our Customer Service will arrange the collection via courier. You do not need to purchase or print any shipping label: we do not provide a label to be attached to the package, as the collection and shipping process is handled directly by the appointed courier.

  6. Follow the instructions provided by our Customer Service regarding the collection date and procedure.

  7. Returns must be shipped exclusively from Italy and the address provided for collection must be located in Italy.

  8. Returns from countries outside Italy must be handled independently by the purchaser, who will be entirely responsible for arranging the return, shipping, and all related costs, with no cost or liability borne by the seller.

  9. If the return does not meet the conditions specified above, the package may be returned to the sender and no refund will be issued.

  10. For all approved returns, we will register the return in our systems and proceed with the refund.

  11. The refund will be issued using the same payment method used for the purchase.

  12. For orders of €99.00 or less, in the event of a return and subsequent refund, shipping costs of €5.90 will be deducted from the refund.

     

  13. For international orders, in the event of a return and subsequent refund, the original shipping costs will be deducted from the refund.

Can I Return Two Different Orders in the Same Package?

Yes, it is possible to place items belonging to two different orders in the same package. In this case, you must include both Return Forms inside the package, one for each order.

To arrange the picking, contact our Customer Service at ecommerce@ixosofficial.com or +39 366 9111622 and provide the address in Italy where you would like the courier to collect the package.

For returns from Italy, you do not need to obtain or print any shipping label: the picking will be arranged by our Customer Service through the courier.