Refund policy

Last updated: 31 October 2026

We have a 30-day return policy: you have 30 days after receiving your item to request a return. To request a return, email hello@xupzip.com with your order details. We will provide instructions and the return address.

Our additional 30-day return offer

For this voluntary offer, the item must be in the same condition you received it, unworn or unused, with tags and in its original packaging. Please provide a receipt or other proof of purchase. If your return is accepted under this additional offer, we will provide return instructions. The additional offer does not cover sale items or gift cards. These conditions do not restrict your statutory rights.

Return postage is free. Contact us at hello@xupzip.com for return instructions and arrangements for return postage. Our return address is 49 Faraday Drive, Shenley Lodge, Milton Keynes, MK5 7DD, United Kingdom.

UK online cancellation rights

For an eligible online order, you can cancel without giving a reason within 14 days after you or someone you nominate receives the goods. If goods in an order arrive separately, the period starts after the last item arrives. To cancel, email hello@xupzip.com with a clear statement. You can use the model form below, but you do not have to.

After telling us you wish to cancel, send the goods back without undue delay and within 14 days. You may handle the goods as you would in a shop to establish their nature, characteristics and functioning. We may reduce the refund to reflect any diminished value caused by handling beyond what is necessary to do this. The unused-condition and original-packaging conditions of our additional offer do not remove your statutory cancellation rights.

For an eligible cancellation we refund the price and the standard outbound delivery charge you paid. If you chose a more expensive delivery option, we need not refund the additional cost. We refund without undue delay and no later than 14 days after receiving the returned goods, or, if earlier, evidence that you sent them back. We use the original payment method unless you agree otherwise and do not charge a refund fee.

Damaged, faulty or incorrect goods

If goods arrive damaged, are faulty or are not as described, please contact us at hello@xupzip.com. Your statutory remedies are separate from the change-of-mind cancellation right and the voluntary return offer. Sale items have the same statutory rights as full-price items.

Refunds under the additional offer

For a return under our additional voluntary offer, we will let you know after receiving and inspecting it whether the return is accepted. If accepted, we will refund the original payment method within 10 business days; your payment provider may take additional time to post the refund. This voluntary process does not delay or limit statutory cancellation refunds or remedies for faulty, damaged or misdescribed goods.