Return Policy

Return & Exchange Policy for Mexxol

We want you to be completely satisfied with your purchase. If you need to return or exchange an item, please review our policy below.

Countries & Policy

Countries
United States
Policy URL
https://mexxol.com/pages/return-policy

Returns
We accept returns for both defective and non-defective products.

Exchanges
We accept exchanges if the requested size or item is available.

Product Condition & Return Window
Condition: New only
Return Window: 30 days from delivery for non-defective products, 7 days for defective products.

Method & Fees

  • Method: Returns must be sent by mail.
  • Return Label: A downloadable and printable DHL Express return label will be provided free of charge. The package must be shipped within 3 business days of receiving the label.
  • Restocking Fees: A 5% restocking fee applies only if a refund is issued to the original payment method. No restocking fee applies for store credit or exchanges.
  • Refund Processing Time: Refunds will be processed within 7 days of receiving the returned item.

Return/Exchange Eligibility

  • Items must be unworn, undamaged, and unused, with all original tags attached and in their original packaging.
  • Any security or branded tags must remain attached in their original position.
  • Footwear: Must have no marks on the soles and be returned in the original shoe box, which must be in its original condition.
  • Accessories & Footwear: Must include original boxes and dust bags (where applicable) inside a protective box for shipping.
  • Non-Returnable Items: Underwear, swimwear, and gift cards.
  • Items purchased with a gift card will be refunded to the gift card or as store credit.
  • Shipping fees are non-refundable once the order has shipped.

Defective Items

  • If your item is found to be defective within 7 days, you may return it for a full refund without charge.
  • We take detailed photos of all products before shipping and may request photos from you to process a defective claim.

Tracking Your Return

  • A DHL tracking number will be provided via email to track your return.
  • If anything is damaged or missing from your return, we may not be able to issue a refund. Our customer service team will contact you in such cases.
  • If the return cannot be processed due to damage, missing items, or missing packaging, the return may be denied, and the items will be sent back to you.

Warranty Notice

  • Mexxol guarantees the quality of all items sold on our platform against manufacturer defects.
  • Claims must be made within 30 days for non-defective products and 7 days for defective products. After these windows, we may not be able to process returns.
  • Not Covered: Normal wear and tear, misuse, or improper care. It is your responsibility to inspect items thoroughly before using them.
  • Security Tags: Once removed, returns will not be accepted.
  • Some designer brands may not honor warranty claims for items purchased through our platform. We recommend reviewing the brand’s warranty terms directly.

Exchanging a Product

  • Exchanges are offered when possible. If a different size is available, we will do our best to make the exchange.
  • Shipping costs for the exchange will be covered unless there is a price difference.
  • If a balance is due, our client services team will assist you.

Order Cancellations

  • Orders can be canceled within 12 hours of placing them, provided they have not shipped.
  • After 12 hours, or once shipped, the order cannot be canceled, but it can be returned upon delivery.
  • A cancellation fee may apply.
  • Shipping insurance, taxes, and duties will be fully refunded.

Instructions for Return or Exchange
To initiate a return or exchange:

  1. Log in to your account at https://account.mexxol.com/
  2. Select the order you want to return or exchange.
  3. Choose the items you want to return.
  4. Select the return reason and include any notes (such as a request for an exchange).
  5. Click Request Return.
  6. Once your return request is approved, you will receive shipping instructions and a return label. Please allow a few days for the label to be issued.

For any questions, please contact our customer support team at support@mexxol.com.