Shipping policy
1. Where do you ship from?
We currently ship from two locations: London (UK) and our partner factory in China. Some styles ship only from one location, others from both.
Each product page will display:
- “Ships from London, UK”
- “Ships from our partner factory in China”
Orders are dispatched from the location where the item is available at the time of purchase, allowing us to ship as efficiently as possible.
If your order is time-sensitive and you would like to confirm availability before placing your order, please feel free to contact us:
- Email: info@xxlsmile.co.uk
- WhatsApp: +44 7770485006
- WeChat: XXL20240912
We’ll be happy to check real-time stock for you.
2. Where do I send returns?
The return address depends on where your order was shipped from:
- Orders shipped from the UK: returned to our UK address.
- Orders shipped from China: returned to our China address.
Your order confirmation email and our returns portal will show the correct return address. Please contact us before sending anything back — we will guide you through the process.
3. Do prices include VAT, duties and import taxes?
Product prices do not include local VAT or import duties.
For most EU and US orders, duties and taxes are calculated and collected upfront at checkout, so no extra fees will be charged on delivery.
For all international destinations, including shipments to China from the UK, local duties may apply according to your country’s rules.
If duties cannot be prepaid due to local rules or courier limits, checkout will display that taxes may be collected upon delivery.
4. Free shipping & shipping fees
All orders are shipped with tracked services, and you’ll receive a tracking link once your parcel has been dispatched.
Europe
United Kingdom
- Free tracked shipping on orders of £75 and above.
- Shipped with trusted carriers such as Royal Mail, DPD or DHL.
- Delivered in approx. 2–4 working days.
In some cases, when a particular size or style is not available in our London studio, we may ship your order from our partner factory in China instead.
For the time being, orders shipped from China to the UK remain eligible for the same UK shipping rates. Delivery in these cases typically takes 7–12 working days.
Europe (excluding the United Kingdom)
Free shipping is available across Europe on orders of €249 and above (duties and taxes not included). This policy applies to European destinations excluding the United Kingdom.
For orders below €249, shipping fees are calculated automatically at checkout based on your delivery address.
Estimated delivery time:
- 5–10 working days when shipped from our UK warehouse.
- 7–12 working days when dispatched from our China facility, depending on destination and customs clearance
North America
United States
- Free shipping on orders of $299 and above (duties & taxes not included).
- On orders under $299, shipping is calculated at checkout based on your address.
- For all US orders, local duties and import taxes are not included in the product price and may be calculated at checkout or collected by the courier on delivery according to your country’s rules.
Estimated delivery time:
- 7–12 working days when shipped from our UK warehouse.
- 7–14 working days when dispatched from our China facility.
Delivery times may vary depending on destination and customs clearance.
Canada
- Free shipping on orders of CA$399 and above (duties & taxes not included).
- On orders under CA$399, shipping is calculated at checkout based on your address.
- For all Canadian orders, local duties and import taxes are not included in the product price and may be calculated at checkout or collected by the courier on delivery according to your country’s rules.
Estimated delivery time:
- 7–12 working days when shipped from our UK warehouse.
- 9–12 working days when dispatched from our China facility.
Delivery times may vary depending on destination and customs clearance.
Asia
We ship from UK and partner factory in China, depending on availability.
China Mainland, Hong Kong, Macau & Taiwan
- Prices are tax-inclusive for customers in Mainland China, Hong Kong, Macau and Taiwan.
- Free shipping applies to orders dispatched from our China warehouse and delivered within Mainland China, Hong Kong, Macau or Taiwan.
- Estimated delivery time: approximately 2–7 working days.
- If an order is dispatched from our UK warehouse, shipping fees will follow the “Asia – International Shipping” policy below.
Asian - International Shipping
- Free international shipping is available on orders over £199 to selected Asian destinations, including China Mainland, Hong Kong, Macau, Taiwan, Japan, South Korea and Thailand.
- For orders below £199, shipping fees are calculated automatically at checkout.
- Estimated delivery time: approximately 7–14 working days, depending on destination and customs clearance.
Accessories & small pieces
Jewellery and small accessories follow the same shipping rules as ready-to-wear.
They rarely reach the free-shipping threshold on their own, but travel free when you add them to a coat or other clothing in the same order.
5. Processing & dispatch
- For pieces shipping from our London studio, we usually dispatch in-stock orders by 4pm (UK time) on the next working day after your order is placed.
- For pieces shipping from our partner factory in China (including orders to the UK, EU, US, Canada and other international destinations), processing and dispatch normally take 1–5 working days before the parcel is handed over to the courier. This is in addition to the delivery timeframes set out above.
- For orders delivered within Mainland China under our local China Mainland delivery service, processing and dispatch usually take 1–3 working days.
Delivery timeframes are estimates only. Final delivery depends on the courier and your location.
6. How are shipping, duties and taxes calculated?
All costs are automatically calculated at checkout based on:
- Your delivery address
- The items in your basket
- Current carrier rates
The total shown at checkout is the final amount you will be charged when “duties paid” appears.
