Refund policy

💌 XOCHIDO SHIPPING, RETURNS & CUSTOMER CARE POLICY


Cute finds, clear rules. 💋 Please read before checking out.

Welcome to XOCHIDO — your little corner of accessories, statement pieces and main-character energy. We want you to love your order, so here’s everything you need to know about shipping, returns, faulty items and customer care.

📦 SHIPPING & DELIVERY

We currently ship within South Africa only. International shipping isn’t available just yet. 🇿🇦

Choose your delivery option:

  • Paxi — R120: An affordable delivery option for when you’re happy to wait for your parcel. Delivery times depend on the service and destination.
  • Express delivery — R150: For when your new favourite accessory simply cannot wait. Delivery timing and availability will be confirmed before dispatch.
  • Uber Connect — charged accordingly: The fee depends on your location, distance and the applicable delivery charges. We’ll confirm the cost before arranging delivery.
  • Collection in Braamfontein — FREE: Prefer to collect? Contact us to arrange a collection time and receive the relevant details before coming through.

Please double-check your delivery address, contact number and order details before checking out. Incorrect details can cause delays or additional delivery charges.

Courier delivery times are estimates unless expressly confirmed otherwise. Once your parcel has been handed over to the courier, we’ll assist with reasonable tracking and delivery enquiries.

Bulk orders? 👀 Planning a bigger haul? Contact us for bulk-order enquiries, product availability and pricing before placing your order.

💗 RETURNS, EXCHANGES & REFUNDS

We want you to shop intentionally. Please check product descriptions, photos, sizing, colours and other details carefully before placing your order.

🛍️ Change-of-mind returns

XOCHIDO does not voluntarily accept returns or exchanges simply because you’ve changed your mind, ordered the wrong item, no longer want it or decided it isn’t your vibe, except where a return, cancellation or refund is required by applicable South African law.

Please choose carefully before checking out. We want your shopping experience to be cute, not complicated. 🎀


🎧 Hygiene-sensitive items: final sale

Some things are simply too personal to pass around — and we’re sure you’d agree! 💗

For hygiene and safety reasons, designated hygiene-sensitive products, including earrings, in-ear earphones and other personal accessories intended for close bodily contact, are not eligible for voluntary change-of-mind returns or exchanges where permitted by South African law.

Once a hygiene-sensitive item has been worn, used or unsealed, we cannot accept it for voluntary resale.

This policy does not remove any statutory rights that apply to defective, unsafe, incorrectly supplied or misrepresented products. Opening a seal or using a product does not automatically eliminate every legal remedy.

🎀 Customised and personalised products

Customised or personalised products are made or prepared specifically for you. We do not voluntarily accept change-of-mind returns or cancellations for these products where the law permits this restriction.Any statutory cancellation, return or refund rights that apply to the particular transaction remain unaffected.


🚨 Faulty, damaged or incorrect items

Received something that isn’t right? Please contact us so we can investigate.To help us assess your claim, please provide:


  1. Your order number and the name used to place the order.
  2. A clear description of the issue.
  3. Clear photos or videos showing the item and the alleged fault.
  4. An unboxing video, if available, showing the parcel and its contents as received.


Please keep the original packaging and affected item until we’ve reviewed the matter.

We strongly encourage customers to film the unboxing of their parcels. This can help establish the condition of the package and its contents upon arrival.


When should you contact us?

Please report visible damage, missing items or incorrect products as soon as reasonably possible. We recommend contacting us within 48 hours of delivery to help us investigate promptly.The 48-hour period is a request for prompt reporting, not a deadline that removes any statutory rights. If a claim falls under South African consumer law, we will assess it in accordance with the applicable legal requirements. The absence of an unboxing video does not automatically invalidate a legally valid claim.Where a product qualifies as defective under applicable law, available remedies may include repair, replacement or refund, depending on the circumstances and the legal provisions that apply.Normal wear and tear, accidental damage, misuse, unauthorised alterations and damage caused after delivery may affect whether a claim qualifies for a remedy.


⏳ ONLINE ORDER CANCELLATIONS

Certain online purchases may qualify for a statutory cooling-off or cancellation right under South African law, including the Electronic Communications and Transactions Act where applicable. Exceptions may apply to certain goods, including some personalised or specially made products and goods that cannot be returned by their nature.If you wish to cancel an online order, please contact us promptly with your order number. We’ll assess the request under the law applicable to that transaction.Nothing in this policy excludes, restricts or waives any consumer right that cannot legally be excluded under South African law.


🖼️ IMAGE & CONTENT REMOVAL REQUESTS

Have a concern about an image or other content featured on XOCHIDO? Please contact us with the relevant link or screenshot and explain your concern.If you believe content uses your copyrighted work, personal image or other protected material without permission, please include enough information for us to identify the content and assess your request.We’ll review genuine requests and take appropriate action where warranted. Requests will be considered fairly, although submitting a request does not automatically guarantee removal.


🛍️ BULK ORDERS & OTHER ENQUIRIES

Need multiple pieces, want to enquire about bulk pricing, or have a question before placing an order? Get in touch before checking out so we can assist you properly.

For order enquiries, delivery questions, faulty-item claims, bulk orders, image-removal requests or general customer care, contact:

Email: admin@xochido.com

Please include your order number whenever your enquiry relates to an existing purchase.We reserve the right to investigate suspected fraud, abuse or inaccurate claims while respecting all applicable consumer rights.


⚖️ OUR LEGAL COMMITMENT

This policy is intended to operate in accordance with applicable South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.Nothing in this policy is intended to limit a consumer’s statutory rights or exclude a legal remedy that cannot lawfully be excluded.By placing an order, you acknowledge that you’ve had the opportunity to review our policies.


Failed Delivery Attempts

Customers are responsible for providing accurate and reachable contact details at checkout.

Where delivery cannot be completed because the customer is unreachable or the delivery information provided is incorrect, the parcel may be returned to XOCHIDO.

We will contact the customer to arrange the next steps. Any cancellation, refund or delivery-related costs will be handled in accordance with applicable South African consumer legislation.

Thanks for shopping XOCHIDO! 💗 Shop cute, shop intentionally, and enjoy your new favourites.