Customer care
Return & Refund Policy
30-day return window
Contact us within 30 calendar days of receiving your item to request a return.
Change-of-mind returns
Indoor try-on on a clean surface is allowed. Shoes must otherwise be unused, in original condition and original packaging, with included accessories intact and without outdoor wear, sole wear or customer-caused damage. Please request authorization before sending your item.
Damage, defects or incorrect items
If your item is damaged, defective or incorrect, contact us with your order number and a description of the issue; photographs can help us review it. Ordinary change-of-mind conditions do not prevent you from reporting a defect or inspecting an item to identify damage or an error. We will arrange the appropriate return and refund resolution with you.
How to request a return
Email [email protected] with your order number and return reason. Once authorized, return the item to xennonhaus, 5B Rue des Ecoles, 57855 Saint-Privat-la-Montagne, France. Our company address is also our return address. Include the information provided with the authorization so we can identify your return.
Return shipping and fees
We cover return shipping for our errors, damaged items and defects. Customers cover return shipping when changing their minds. We do not charge a restocking fee.
Refunds
Once approved, refunds are automatically returned to the original payment account within 10 calendar days. Contact us if you need help checking the status.
xennonhaus · 5B Rue des Ecoles, 57855 Saint-Privat-la-Montagne, France
[email protected]