Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return queries at


Damages and issues

Some of our products are hand-made/hand-carved meaning there will be slight variations to the images on the website. However, we do our best to maintain the quality and consistency of our product range. 

Always inspect your order upon receipt and if the item is defective, damaged or if you receive the wrong item, please email us at or call us on 0800 968 323. If you notice any damage or defects or have received the wrong product, please contact us at Please include images so that we can evaluate the issue and resolve your enquiry sooner. 


Returns for damaged or broken goods will only be accepted up to 30 days following after your order has arrived to you so make sure you reach out to us as soon as you notice any damages. 


Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Please read the description carefully and ensure that you are happy with the specifications of the product prior to purchasing. We do not offer refunds for sizing related issues if:

  1. the size is clearly stated in the description on the product page and,
  2. the specifications are within reasonable variance. 

Unfortunately, we cannot offer refunds for sale items, gift cards or store credit. 



XMT Creations is not required to offer an exchange for any of the following reasons:

  • a customer changes their mind
  • breaks it accidentally or on purpose
  • doesn’t follow advice, eg washing instructions
  • takes it elsewhere to be fixed before coming to us

If an exchange is accepted, XMT Creation may apply in-store credit in lieu of a refund after the product(s) being exchanged have been returned and are in the same condition that you received it, unworn or unused, with tags, and in its original packaging.


For orders where items are exchanged prior to being shipped out, XMT Creations may request an additional payment or provide a cash or store credit refund depending on the difference in cost from the original price of the order.  



We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process a refund to your account.