Exchanges & Returns
- Please make sure to first wear your Xenas inside your home until you are sure that the size and fit will work well. We recommend a 3-5 day break in period of 2+ hrs each day to make sure that the size is right for you prior to wearing your gorgeous new Xenas outdoors
- Unfortunately, our small team cannot salvage used booties 😔; we will only be able to accept exchanges / returns that are unworn, undamaged, and in resellable condition (no creases, no wear on soles, and those that include their original packaging).
- Exchange and Return shipping of new products is at your own expense.
- To initiate your Exchange or Return, please email firstname.lastname@example.org with your request so that we may provide additional instructions.
- Your Xenas should be sent back in their original packaging to avoid a package replacement fee - please DO NOT use the shoe box as a shipping box
- All Gift Card purchases are final and non-returnable
- Exchange and Returns must made within 30 days from date of purchase.
- We will send you a replacement pair or issue a refund as long as your Xenas are in new condition or have an issue that's covered under our 6-month Warranty
- As soon as our warehouse receives your return, please allow up to 7 days for a refund or store credit to be issued; if a refund is delayed, we apologize in advance - please email us at email@example.com so that we can help you out 🙂
- To initiate a Return or Exchange please email firstname.lastname@example.org
- You'll need to have your order number on hand
- If you are processing the return of an exchange pair, make sure that you are entering your latest order number into the portal, which includes the prefix "EXCH-"
- If you run into any challenges or have any questions, please don't hesitate to email us at email@example.com so that we can help
- Refunds will be issued after we conduct a quick inspection of your return and depending on your Credit Card company, it may take 5-10 days for the refund to appear in your account
- If your inspected shoes show signs of wear then we will contact you regarding next steps such as the return of your pre-worn shoes or a reduced refund
These are our available shipping options at a glance:
- Standard (3-8 business days)
- Express (2 business days)
- International (varies by country)
- Pre-Order Express (6 - 8 weeks)
- Your shipping fee will be shown during the check-out process before your finalise payment.
- We ship all orders Monday - Friday between 7am - 2pm. Due to the current COVID-19 health situation carriers may experience delays and we sadly cannot guarantee their transit times.
- Placing an order after 2pm may push your shipment to the next business day; on Fridays, that means shipment may be pushed to Monday, even for express shipment options.
- Collection is available for individuals based in the Hawkes Bay only. Should you select this option and be based outside of the Hawkes Bay, please be aware you will be required to make your own shipping arrangements for the boots.
- If your preferred size is out of stock, you have the option to purchase your boots via our Pre-Order function.
- Boots that are purchased via Pre-Order are not currently in stock, and will result in longer than normal wait times.
- To keep Xena boots as affordable as possible, we process all preorders on the first Monday of the month and consolidate shipping.
- Once the order has been placed, our estimated delivery time is 12 weeks.
- When you place an order via our Pre-Order function, we will contact you to discuss alternative shipping options that might help to shorten your wait time.
- Pre-Ordered boots will receive priority shipment once the order becomes available for dispatch.
- We are not able to hold stock for general enquiries, and cannot guarantee stock will be available if an order has not been confirmed through our standard order process.
- If you have any questions at all about delivery timing, please don't hesitate to reach out to us at the contact information below