1. Orders
Can I cancel my order after placing it?
If your order has not yet been processed for shipment, please contact us as soon as possible at info@xxlsmile.co.uk.
Once your parcel has been dispatched, cancellation is no longer possible. You may return the item after delivery.
Can I modify my order or change the delivery address?
If your order has not yet been shipped, we can help update the details or delivery address.
After dispatch, modifications are not possible. Please review your information carefully before confirming your purchase.
I haven’t received an order confirmation email. What should I do?
Please check your spam or promotions folder. If you still cannot find it, contact us at info@xxlsmile.co.uk and we’ll verify your order status.
Can I place an order for someone else?
Yes. Please ensure that all recipient details and contact information are entered accurately to avoid delivery issues.
2. Payment
What payment methods do you accept?
We accept Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, Wechat Pay, Alipay, UnionPay, Discover, and Bancontact.
What should I do if my payment fails?
Please make sure your billing address, postcode, and card details match your payment provider’s records.
If the issue continues, try another method or contact your bank for assistance.
How will I receive my refund?
Refunds are processed back to your original payment method once the return is approved.
You will receive a confirmation email when the refund is issued.
3. Pricing & Taxes
Do product prices include VAT, customs duties, or import taxes?
UK Orders: for orders delivered within the United Kingdom, the prices displayed on the product page include UK VAT.
In normal circumstances, UK domestic orders will not incur any additional taxes or customs charges upon delivery.
International Orders: for all destinations outside the United Kingdom, the prices displayed on the product page do not include local VAT, customs duties, or import taxes.
If customs duties or taxes are required according to the regulations of your destination country or region, we will calculate and collect these charges at checkout whenever possible.
As a result, in most cases, no additional fees will be due upon delivery.
If, due to local regulations or carrier limitations, these charges cannot be collected in advance, this will be clearly indicated at checkout. In such cases, taxes or duties may be collected by the courier or customs authorities at the time of delivery.
Will international orders always incur customs duties or taxes?
Not necessarily.
Whether customs duties or taxes apply depends on several factors, including:
- The customs policies of the destination country or region
- The type of goods
- The declared value of the shipment
In regions where prepayment is supported, applicable duties and taxes will be calculated and displayed at checkout.
Where prepayment is not possible, any required charges may be collected by local customs or the courier upon delivery, in accordance with local regulations.
How are shipping fees, customs duties, and taxes calculated?
All shipping fees, customs duties, and taxes are automatically calculated at checkout based on:
- Your delivery address
- The items in your cart
- Real-time rates from our shipping partners
When the checkout page displays “Duties Paid”, the total amount shown is the final amount you will be charged, and no additional payment is normally required upon delivery.
What happens if duties or taxes are not shown as prepaid at checkout?
If the checkout page does not display “Duties Paid,” this indicates that the relevant charges cannot be collected in advance.
In such cases, customs duties or taxes may be collected by the courier or local customs authorities when the parcel arrives at its destination.
The exact amount and collection method are determined by local regulations and authorities.
Why do prices and tax rules differ between countries or regions?
Tax structures, customs clearance rules, and logistics systems vary between countries and regions.
As a result, the final price at checkout may differ depending on how taxes, duties, and shipping costs are calculated locally.
We aim to display all applicable and estimable charges at checkout whenever possible, so you can clearly understand the total amount before placing your order.
Which currency will I be charged in?
Orders placed on our international store are generally charged in British Pounds (GBP).
If your card or payment account uses a different currency, your bank or payment provider may apply its own exchange rate and may charge a foreign currency conversion fee.
4. Shipping & Delivery
What shipping options do you offer?
All orders are shipped using fully tracked delivery services.
Once your order has been dispatched, you will receive a shipping confirmation email with a tracking link so you can follow your parcel at any time.
Shipping options are automatically selected based on your delivery address, item availability, and destination.
Free shipping thresholds, carriers, and estimated delivery times may vary by region, and all available options and costs will be clearly displayed at checkout.
Where do you ship from?
We currently ship from two main locations: our UK warehouse and our partner facility in China.
The shipping origin is automatically determined based on stock availability.
- Most UK and European orders are fulfilled from our UK warehouse
- In limited cases (for example, when a specific size or style is temporarily unavailable in our London studio), orders may be shipped directly from our partner facility in China
- Orders shipped to Asia may be fulfilled from either the UK or China, depending on availability
Regardless of the shipping origin, all orders are sent using reliable, trackable international delivery services and follow the customs and clearance requirements of the destination country.
Which countries or regions do you ship to?
We currently offer international shipping to the following regions:
- United Kingdom
- Most European countries
- North America: United States, Canada
- Selected Asian destinations: Mainland China, Hong Kong SAR, Japan, South Korea, Thailand
Shipping thresholds, delivery times, tax treatments, and customs procedures may vary by destination.
Once you enter your delivery address at checkout, the system will automatically display the available shipping options and final costs applicable to your location.
Can I collect my order in person?
Yes. We offer self-pickup from our London office.
Please email info@xxlsmile.co.uk at least 48 hours in advance to confirm your collection time.
Pickup address:
416, 16 Upper Woburn Place,
London,
WC1H 0AF,
United Kingdom
Can multiple orders be shipped together?
Currently, we are unable to combine separate orders for shipment.
How can I track my order?
Once your parcel has been shipped, you’ll receive a tracking link via email or SMS to follow your delivery in real time.
What if my order is delayed or lost?
If your parcel has not arrived within the expected time frame, please first check your tracking link for updates.
For missing or delayed packages, contact us at info@xxlsmile.co.uk and we’ll liaise with the courier on your behalf.
5. Returns & Refunds
What is your return policy?
You may request a return within 14 days of receiving your order.
Items must be unworn, unwashed, with all tags attached and in original packaging.
Please contact info@xxlsmile.co.uk before returning any items.
Which items are non-returnable?
Sale items, customised pieces, intimate apparel, and personal care items are non-returnable unless faulty.
Do you offer exchanges?
We currently do not offer direct exchanges.
If you need another size or colour, please place a new order once your return has been refunded.
Who covers the return shipping cost?
Customers are responsible for return shipping fees.
We recommend using a trackable courier service to ensure safe delivery of your return.
How long does a refund take?
Once your return is received and inspected, refunds are issued within 10 business days, minus a 10% restocking fee.
Processing times may vary depending on your bank or card provider.
What should I do if I receive a damaged or incorrect item?
Please email info@xxlsmile.co.uk within 48 hours of delivery with your order number and photos of the issue.
We will assist in resolving the problem promptly.
6. Sizing & Product Information
How can I find my size?
Each product page includes a detailed Size Guide (measured flat in cm).
If you are unsure, contact us at info@xxlsmile.co.uk with your height and usual fit—we’ll be happy to advise.
Where can I find material and care information?
Fabric composition and care instructions are listed on each product page.
Some materials may also include additional notes under “Fabric Details”.
7. Customer Service & Brand Information
How can I contact customer care?
Email: info@xxlsmile.co.uk
WhatsApp: +44 7770 485006
WeChat: XXL20240912
Monday–Friday, 10:00–17:00 (GMT)
Where is XXLSMILE based?
416, 16 Upper Woburn Place,
London,
WC1H 0AF,
United Kingdom
How long does it take to receive a reply?
We aim to respond to all enquiries within 1–2 business days (excluding weekends and public holidays).

