At XIIN, our products are more than just clothing - they are a conversation between the past and the present, where traditional craftsmanship meets contemporary design.

Many of our pieces are crafted by hand, using only the finest materials. Each creation requires time, care, and dedication, as we are committed to preserving and honoring cultural traditions. Some designs may involve a longer waiting period, reflecting the craftsmanship and artistry behind them. We encourage our customers to choose thoughtfully, embracing the beauty and meaning within every piece.

We try our very best to ship out your order within 3-4 business days (not including weekends and holidays). Please allow additional time for transit.

If part of your order contains an item that is back-ordered, we may ship items separately. You will be notified via email if we do this to get prior approval.

Delivery times may be affected by weather and other events outside of our control. Once a parcel leaves our office and is scanned by AUSPOST, we no longer have any control of the whereabouts of the package. 

You can track your orders via the tracking number provided when your order is fulfilled when you login to your account.

All orders shipping outside of the Australia are shipped via AUSPOST. Tracking is available though sometimes limited for select forms of shipment. In most cases parcels are tracked once it leaves the AUS borders and then tracked again when it enters your country for inspections.

Import Taxes & VAT

Please note that we are not responsible for any VAT, customs duties, or import taxes that may be applied to international orders. These fees are determined by your country’s customs authorities and are outside of our control. We do not charge VAT or import taxes at checkout.

If VAT or import taxes are unpaid and the package is returned to us, you may choose to have it reshipped (additional shipping fees will apply) or processed as a return.

• Returns due to unpaid VAT or import taxes are subject to a 20% restocking fee.
• If the package remains undelivered for over 2 months from the first attempted delivery, the return will be subject to a 50% restocking fee.

It is the customer’s responsibility to pay any applicable taxes or duties required by their country.

Return Process:

1. Submit a return request through our return portal within 7 days of order delivery
2. Our team will approve your return within 2-3 business days
3. Send your return back to us — You have 7 days from receiving the approval to ship back the return, otherwise your return will be rejeccted
4. Once your return is delivered to our office, our team will process your store credit/refund within 4-6 business days 

Feel free to email us at hello@xiin.com.au if you have further questions.

We want you to love your XIIN pieces. If something's not quite right, here's how exchanges and returns work:

Items must be in new, unworn, unaltered, unwashed condition, and returned within 14 calendar days from the delivery date of your order. 

A) Exchange option

Prefer a different item? - Return your product(s) and exchange for other item(s). You'll be responsible for both the return and new shipping fees.  

B) Refund option

Prefer a refund? - Return your product(s) for a refund to the original payment method minus a 12% processing fee. You will be responsible for the returning shipping and ensure the product safely arrived to our address.

International Returns

International returns are processed in the same way as domestic returns, please note that customers are responsible for all return shipping fees. 

STORE CREDIT & REFUNDS

Once we receive and process your return (please allow 4-6 business days), we will issue you your store credit/ refund.

Store credit never expires and is connected to your XIIN customer account.

If you make multiple returns, your store credit will always be applied to your account and act as a "store credit bank."

If you have available store credit in your account, it will automatically apply to your shopping cart but you can choose to not use it at checkout if you want to "save up" your store credit.

Unfortunately, you cannot use your store credit code and a promotional discount code at the same time. This is a Shopify platform policy that we do not have a workaround for.

Refunds will be issued to the original payment method(s) used at checkout.

Please note that if you used a combination of payment methods (e.g. credit card and store credit) the refund will be issued to each method respectively. 

RETURN FEES

Returns are subject to a 12% processing fee for any of the following criteria:

• Refund to Payment Method
• Used store credit as payment & returning for store credit
• Postmarked past 7 days after return approval sent

This fee helps our small business recover some of the fees that we incur when processing returns.

FINAL SALE

Products purchased during a storewide sale, noted as final sale in the product description, or purchased in our Sale section are all considered Final Sale and are not eligible for a return. 

ORDER CANCELLATION

We do not accept order cancellations, please shop responsibly and mindfully. In certain special cases (if accidentally purchased the wrong size), email us ASAP before your order is fulfilled, and we'll help if we have stock available. 

Damaged / Defective Items

We carefully inspect every garment before it leaves our studio. In the rare event you receive a damaged or defective item, please email us at hello@xiin.com.au with clear photos and your purchase receipt.

Please note, normal wear and tear is not considered a defect. This includes (but is not limited to) damage caused by trying on garments that are too small, seam strain, makeup stains, and rips from trying on. Such cases will not be accepted, as the items cannot be resold.

Items returned to us in damaged condition or clearly worn will be subject to a minimum 50% restocking fee, at our sole discretion.
Thank you for understanding, we truly appreciate your care and support!

UNAPPROVED RETURNS

Only return items you received approval for.

If unapproved or extra items are returned, we will not accept any exchanges or returns, and customers will be responsible for additional postage fees.