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, 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
Are prices for UK deliveries inclusive of VAT?
Yes.
For orders delivered within the United Kingdom, the prices shown include 20% UK VAT.
You will not normally be charged any additional taxes or duties on UK deliveries.
Which currency will I be charged in?
On our international store, orders are usually charged in GBP (£).
Your bank may apply its own exchange rate if your card is in another currency.
Mainland China orders are charged in RMB (¥).
Will I be charged taxes or duties for international orders?
For orders delivered outside the UK, the prices shown exclude UK VAT.
Your local customs authority may charge local taxes or import duties when the parcel arrives in your country.
These fees:
- are not collected by XXLSMILE,
- vary by region,
- are the responsibility of the recipient.
If unsure, please check with your local customs office.
Why do prices differ between regions?
We use one base price worldwide, then apply small adjustments for:
- local tax rules
- customs and cross-border costs
- regional logistics / warehousing
- payment platform fees
This is why prices may appear slightly different across countries.
Why are prices different in Mainland China?
Mainland China uses a local pricing system in RMB (¥).
This considers:
- domestic logistics & warehousing
- local payment channels
- regulatory requirements
- market expectations
Therefore, China prices may differ from those on our international site.
4. Shipping & Delivery
What shipping options are available?
We offer two delivery methods within the UK:
- Standard Shipping: 3–5 business days (Free on orders over £75)
- Express Shipping: 1–3 business days (Free on orders over £150)
Processing times exclude weekends and UK public holidays.
Where do you ship from?
Your order may ship from one of our fulfilment locations:
- London, United Kingdom
- China Mainland Logistic Centre
Your order will be routed automatically based on stock availability to ensure the fastest delivery time.
Which countries or regions do you ship to?
We currently ship to:
- United Kingdom
- European Union & selected European countries
- United States & selected international destinations
- Mainland China
If your region does not appear during checkout, feel free to contact us at info@xxlsmile.co.uk.
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
Phone: +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).
